Silas Raman
Service Desk Analyst
Selangor
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
17
17
years of professional experience
2005
2005
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Service Desk Analyst (L1.5)
Cochlear LTD
11.2022 - Current
- Answer calls & emails while providing 1.5 level Incident & Problem resolutions via CSM/Email/Teams/Remotely/Walk-In
- Handling Identity and access management (IAM) for all Cochlear employees
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Effectively handle, follow up and resolve escalated issues and feedback from team members including internal support teams
- Set up new workstations for users (deploying equipment, checking over account setups)
- Test new technologies and create documentation for staff for training purposes
Technical Account Support Specialist (SME)
Ricoh (M)
08.2018 - 04.2022
Senior Helpdesk Analyst
Experian
01.2014 - 07.2018
Technical Support Specialist
Hewlett-Packard Enterprise
08.2012 - 12.2013
Global Support Executive & Process Trainer
HSBC
06.2008 - 07.2012
Education
Diploma - E&E Engineering
Gordon Institute of TAFE
Seremban, Negeri Sembilan, Malaysia01-2005
Skills
MS Office Suite
Technical support
Escalation management
Remote technical support
System administration
Incident management
Client relationship management
Problem-solving abilities
Multitasking Abilities
Certification
ITIL v3
Awards
- Best Global Support Executive of the Year, HSBC, A recognition of outstanding performance and commitment to HSBC GSC Malaysia.
- Blue Star Award, HP, Met all the SLO's and achieved high customer satisfaction ratings for several months in a row.
- Certificate of Appreciation, HP, Recognition for the excellent customer service experience provided which resulted in glowing and positive feedback from client.
- Certificate of Excellence, Experian, Certificate of excellence for brilliant and consistent high standards of workmanship.
- Monthly Best Employee Award, Ricoh, In recognition of dedication and excellent work with Ricoh Malaysia.
Personal Information
- Age: 37
- Nationality: Malaysian
Accomplishments
1. Best Global Support Executive of the Year (HSBC): A recognition of outstanding performance and commitment to HSBC GSC Malaysia.
2. Blue Star Award (HP): Met all the SLO's and achieved high customer satisfaction ratings for several months in a row.
Timeline
Service Desk Analyst (L1.5)
Cochlear LTD
11.2022 - Current
Technical Account Support Specialist (SME)
Ricoh (M)
08.2018 - 04.2022
Senior Helpdesk Analyst
Experian
01.2014 - 07.2018
Technical Support Specialist
Hewlett-Packard Enterprise
08.2012 - 12.2013
Global Support Executive & Process Trainer
HSBC
06.2008 - 07.2012
Diploma - E&E Engineering
Gordon Institute of TAFE
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