Surindranath Vehobo

Project Coordinator / Asst. Manager

• Managing a service desk team in Malaysia & Poland.
• Tracking projects and providing regular reports on the project status to project team and key stakeholders
• Identifying and mitigating potential risks
• Managing the relationship and communication with the client and all stakeholders, ensuring the project is delivered to their satisfaction
• Defining project objectives, project scope, roles & responsibilities
• Defining resource requirements and managing resource availability & allocation
• Oversee the development of and validate business functional requirements
• Develop and implement IT systems and policies to meet business goals and security standards.
• Oversee IT budget and ensure cost efficiency.
• Manage vendors and ensure service agreements are met.

Team Leader/Senior Support

● Being 1st point of contact for Global Support Manager in Poland.
● Coordination of tasks between the other supporters in MY (Team Leader role).
● Resolving service requests and incidents from ServiceDesk queue.
● Answering and registering service requests and incidents via phone calls.
● Remote and onsite end users support – all IT ServiceDesk related tasks.
● Prepare and maintain IT documentation.
● Creating\Managing user accounts in Active Directory\Office 365\Exchange.
● Co-operation with other teams in Denmark and Poland.
● Assisting with resolving network problems.
● Will be involved in some minor Window Server support
● Providing end-to-end ServiceDesk support – Level 1 to Level 3. Until issue is resolved.

● Working on projects-Domain Migration ,network & server.

● Multiple Sever handling- Window, VM ware and etc.

● Exposure in handling Azure Cloud- User Management

• Prepare accurate, clear, and timely reports
• Prioritize work and set expectations for all incidents and requests
• Document knowledge based on tech notes and articles
• Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach
• Document all support incidents for data reporting purposes
• Provide prompt and accurate feedback to user/client
• Manage external vendor support and resources
• Additional projects and duties are required to support the growth of the IT department
• Provide day to day desktop support
• Provide end-user support, acting as point of contact for technical issues and escalating as necessary
• Setup and maintenance of desktops, laptops, phones, printer & peripherals
• Handle 50 incoming request i a day ( incident, Service request, query)
• Experience in Handling M0365( Admin Access, ECP, EAC & etc.)
• Server Handling - Window Server, VM ware , V-sphere, exchange & Application.

• Analyzing clients' existing systems and tools
• Identifying potential solutions and assessing them for both technical and business suitability
• Daily task of end-to-end support, remote assistance & onsite support
• Answering phone calls and emails
• Helping clients and customers identify the technical issues
• Troubleshooting minor IT issues
• Assisting businesses with server-side support
• Providing remote support to clients in different regions

• Setup and maintenance of desktops, laptops, phones, printer & peripherals
• Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement
• Support VOIP related issues
• Answer calls and register the case by providing the 1st level support
• Troubleshoot all types of issue related to Home Fiber network connection
• Provide day to day desktop support
• Dispatch the 2nd and 3rd level ticket to the appropriate team e.g (Network, business Application etc.)