Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Languages
Education
Timeline
Generic
Shuba Shini Selvan

Shuba Shini Selvan

Technical Support Engineer, Tier 2
Puchong Indah

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience
1
1
Certification
4
4
Languages

Work History

Technical Support Engineer, Tier 2

Marigold
Cyberjaya, Selangor
03.2024 - Current
  • Improved customer satisfaction by resolving complex technical issues in a timely manner.
  • Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
  • Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services.
  • Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
  • Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
  • Proactively identified areas for improvement within the support function, collaborating with management on process optimization initiatives.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.

Sr. Global Support Engineer

e2open Development Corporation
01.2018 - 03.2024
  • Drive seamless and effective communication strategies, playing a pivotal role in swiftly resolving customer issues to ensure their utmost satisfaction.
  • Identify errors, offering well-considered resolutions, and meticulously validating Purchase Order-related reports to avert potential business disruptions.
  • Architect timely communication protocols that act as a proactive safeguard against system errors, elevating overall user experiences and bolstering client confidence.
  • Contribute to the expeditious resolution of inquiries by diligently gathering pertinent information, streamlining the investigation process and consistently ensuring prompt solutions.
  • Actively pursued professional growth by proactively acquiring new skills and in-depth product knowledge through collaboration with cross-departmental experts and leveraging the company's elearning portal. This initiative has significantly enhanced my ability to provide comprehensive support and value to both clients and the team.
  • Compile evidence for onboarding and offboarding customers
  • Document RCA details and work with relevant POC to retrieve relevant information for sharing with customers
  • Read server logs to retrieve additional details for resolving triggered alert.
  • Focal primary contact of Root Cause Analysis Team
    (RCA) who is interact with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment to analyze root cause and provide a permanent fix or workaround.
  • Responsibilities in develop and/or promote technical solutions which support the business
    requirements within their area of expertise. They may be accountable for specific deliverable in relation to IT development or support or may lead the technical activity within their area of specialism.
  • Actively identify incidents and manage the incident resolution process to provide service recovery.
  • Global production support for Unix (Solaris) and Linux infrastructure application maintenance and patch deployment,following standard and best practices.
  • Interact with Product Development, Professional Services Cloud Operations, and Quality Assurance in a global environment to analyze root cause and provide a permanent fix or workaround.

Global Onsite Service Coordinator

Atos Origin Services (M) Sdn Bhd
Cyberjaya, Selangor
01.2017 - 12.2017
  • Collate & track issues with tickets in the standard Service Coordinator tracking tool.
  • Ensure tickets are logged correctly, spot trends and escalate to Operations Manager.
  • Take action where required, chase engineering teams or supplier teams for progression Manage aged tickets to ensure ticket gets progressed and resolved as soon as possible.
  • Escalate issues hindering SLA compliance Work with and communicate with the respective operations managers for the accounts that they work on.
  • Ensure that best practice rules are adhered to by supplier/ engineering teams for ticket management.
  • Log and track issues spotted with OSS and other referral teams that have involvement with tickets that are passed into the OSS queues.
  • Attend calls with ops managers relating to ticket management Feed into the weekly SCO account review, highlighting key issues and trends.

IT Service Desk Analyst

Atos Origin Services (M) Sdn Bhd
Cyberjaya, Selangor
06.2014 - 01.2017
  • Take and receive all customer calls in a professional and courteous manner as well as providing advice and support.
  • Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope and logged accordingly in the ATOS Origin Service Management Tool.
  • Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information.
  • Take end to end responsibility of the logged requests and monitor work progress and service levels. Provide incident, problem and complaint (escalation) management for the in scope services domain. Provide technical assistance to customers on the use of all PCs - encompassing desktop related hardware and software in accordance with service level requirements.
  • Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals.
  • Provide "First Time Fix" based on contractual scope and obligations.
  • Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.
  • Carry out appropriate level of technical investigation prior to escalating to the next level.
  • Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group.

IT Trainee

Mobitek System Sdn. Bhd.
Puchong, Selangor
10.2012 - 03.2013
  • Invoicing, web designing and give support for customer regarding SMS modem.
  • Update IMEI number and customer management.
  • Create sales letter.
  • Configure modem.

Education

Information Technology

Kolej MASA
Puchong Batu Dua Belas, 10
06.2013

STPM - Biology

SMK Darul Ehsan

Skills

Sharepoint

Jira

Salesforcecom & Salesforce Lightening

Confluence

ServiceNow

Computer system troubleshooting

Software installation

Case management

SDM6 & 12

BMC Remedy

Basic Knowledge in HTML

Basic Knowledge in SQL scripting

Unix

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Accomplishments

  • Atos Silver Accolade Award – October 2016
  • Atos Certificate Of Appreciation (No MC/EL) for Q1 2014
  • Bulk certificate renewal for customers Award - July 2021
  • Best Employee Award - June 2020
  • Best Employee Award - May 2018

Certification

ITIL Certified ( May 2015)

Additional Information

  • Expected Salary: 10000 (MYR) - negotiable
  • Possess own transport.
  • Able to work on shift (remotely)

Languages

4,B2,6,C2,6,C2

Education

2013 

Diploma of Higher Education Diploma in Information Technology 

Kolej MASA - Puchong Prima, Selangor 


2010 

STPM Biology 

SMK Darul Ehsan - Selayang Baru, Selangor

Timeline

Technical Support Engineer, Tier 2

Marigold
03.2024 - Current

Sr. Global Support Engineer

e2open Development Corporation
01.2018 - 03.2024

Global Onsite Service Coordinator

Atos Origin Services (M) Sdn Bhd
01.2017 - 12.2017

IT Service Desk Analyst

Atos Origin Services (M) Sdn Bhd
06.2014 - 01.2017

IT Trainee

Mobitek System Sdn. Bhd.
10.2012 - 03.2013

STPM - Biology

SMK Darul Ehsan

Information Technology

Kolej MASA

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Shuba Shini SelvanTechnical Support Engineer, Tier 2