Surendran Guanasekeran
IT Helpdesk Support
Cyberjaya,10
Summary
Adept Global Helpdesk Analyst with a proven track record at Prometric Technology Sdn Bhd, excelling in technical support and project management. Skilled in Microsoft Office, SQL queries, and critical thinking. Boosted end-user productivity through effective troubleshooting and remote assistance. Known for exceptional problem-solving abilities and working under pressure, consistently meeting SLAs.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Global Helpdesk Analyst
Prometric Technology Sdn Bhd
Bukit Damansara, Kuala Lumpur
12.2018 - Current
- Handling technical related issues and Co-ordinate with various Teams and giving support to Server and Network level issues via chat, call and email.
- Monitor and maintain Citrix VM on Citrix Xencenter such as increase XM size, installing driver packages, implementing client upgrades to make sure systems up and running ne with no down time
- Act as SME in Companies new project which requires to configure, install applications in end user server and take escalation from other Help Desk agents
- Configuring &Managing DNS, DHCP & Active Directory on servers remotely
- Deals special projects tasks assigned by Team Lead and Managers and complete them within given time to meet SLA
- Boosted end-user productivity through effective remote assistance using various tools such as LogmeIn, Remote Desktop, and VPN connections.
- Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
- Connected to computer of client using remote link to install programs and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications on end user/Clients machines.
Executive Technical Support
Scicom (MSC) Berhad
Kuala Lumpur, Kuala Lumpur
03.2016 - 10.2018
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
- Served as a subject matter expert on key technologies, providing guidance and expertise to colleagues when needed.
- Remotely handle installation of Windows, configuration, Technical troubleshooting, support of server Hardware, operating systems, Microsoft application software and peripherals (Windows XP, 7,8 and10) Ubuntu and other Open Source OS's
- Handle Microsoft Outlook setup, Outlook Express configuration, backup and troubleshooting.
- Assist L1.5/L2 to scrub Repeat Repair tickets to identify fault from which side and send report to Center Manager
- Create Technical Troubleshooting Articles )Knowledge Base’ and published on Lenovo Support Site to reduce Agents troubleshooting time.
Education
Diploma - Information Technology
Segi College
Subang Jaya, Selangor, Malaysia 07.2012 - 08.2015
Skills
Microsoft office (MS word, Excel, Power Point, Sharepoint)
Run Query in SQL and other databases
Critical thinking and problem solving
Ability to Work Under Pressure
Hardware Troubleshooting
Configuring and Managing Active Directory, DNS and DHCP
Hobby
- Collecting Lego sets
- Investing and Trading
- Astronomy
- Repair Electronics
Timeline
Global Helpdesk Analyst
Prometric Technology Sdn Bhd
12.2018 - Current
Executive Technical Support
Scicom (MSC) Berhad
03.2016 - 10.2018
Diploma - Information Technology
Segi College
07.2012 - 08.2015
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