THINESH RAJ RAMAKRISHNAN
TECH SUPPORT ENGINEER
Rawang, Selangor
Summary
Experienced technical support professional with robust background in troubleshooting and client assistance. Consistently enhances system functionality and resolves technical issues efficiently. Known for collaborative teamwork and adaptability in dynamic environments.
Overview
14
14
years of professional experience
2010
2010
years of post-secondary education
2
2
Languages
Work History
TECH SUPPORT ENGINEER (LVL 2)
TRADESHIFT
04.2022 - 02.2025
- Provide 1st line support for e-procure users, handling administrative tasks and advanced services
- Offer 2nd line support for customer Single Point of Contact(SPOC)
- Address various administrative procure requests, troubleshoot and resolve tasks efficiently
- Report priority 1 incidents to the responsible department and communicate with customers
- Monitor document flow and key events like the connect platform
- Contribute to continuous improvement in internal processes and routines
- Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
- Provide a high level of professionalism and competent customer service
- Apply strong service and support experience in troubleshooting and resolving incidents for the IBX Platform according ITIL Processes
- Participate in main release projects as the application responsible for the work stream
FRAUD AUTHORATIONS OFFICER
AMERICAN EXPRESS
09.2019 - 03.2020
- Monitor real time queues and identify high risk transactions within the business portfolio
- Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
- Identify fraudulent transactions and cancel them from further processing
- Resolve queued transactions within the service level agreements to reduce potential revenue losses
- Interact with banks and customers to validate information and to confirm or cancel authorizations
- Resolve customer issues within the scope of existing service level agreements
- Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts
- Maintain fraud analysis models to improve efficiency and effectiveness of company systems
- Ensure confidentiality of all information collected during investigation
- Determine existing fraud trends by analyzing accounts and transaction patterns
- Identify system improvements to prevent fraudulent activities
- Recommend anti-fraud processes for changing transaction patterns and trends
- Recommend new software tools used for fraud detection, prevention and reporting activities
- Generate suspicious activity reports and risk management reports for Managers
CONTENT MODULATER
ACCENTURE & BYTEDANCE (TIK TOK)
06.2019 - 09.2019
- Follow moderation protocols provided by Reflex Media strictly, and guide moderation strategy for customer support teams
- Conduct objective, fair, thorough, unbiased, and timely investigations into reported content
- Review and gather evidence to support the decisions and actions you take
- Identify and share observed patterns about reported content to elevate performance
- Report on patterns and trends of reported content as you engage with them
- Manage the banned user process, and track and remove, or filter out previously banned users
- Monitor all company information and news to anticipate potential issues
- Identify and escalate priority issues with the proper information and detail
HR RECRUITMENT (EXECUTIVE)
GUARDIAN HEALTH AND BEAUTY
02.2014 - 10.2018
- Company Overview: SHAH ALAM
- Reaching the defined targets for hiring of different job families (time, costs, quality)
- Full execution of the recruitment process (including job posting, phone interviewing, job interviewing, regular communication with candidates and managers) including the recruitment administration
- Administers job interviewing schedules for all job vacancies (and keeps promises done to job applicants)
- Manages posting of job vacancies at the best performing recruitment channels (responsiveness, quality and costs)
- Develops pool of internal and external talents
- Cooperates closely with the Career Development specialist as internal talents are promoted
- Explores the new recruitment channels and gives recommendations to the Recruitment Manager
- Execution of the recruitment social media communication, ruled by approved Marketing and HR Marketing principles
- Monitors the job market and prepares analyses and summaries of the main job market movements
- Preparation of the yearly recruitment plan and the budget
- Reports the progress on assigned job vacancies on the regular basis, communicates early warnings and provide the regular feedback about the performance of the recruitment process
- SHAH ALAM
PROJECT SUPERVISOR
GUARDIAN HEALTH AND BEAUTY
02.2016 - 02.2017
- Company Overview: SHAH ALAM
- Project Supervisor ensure that a project is completed on time that the project's objectives are met and that everyone else is doing their job properly
- Projects are usually separate to usual day-to-day business activities and require a group of people to work together to achieve a set of specific objectives
- Lead the planning and implementation of project
- Facilitate the definition of project scope, goals and deliverables
- Define project tasks and resource requirements
- Develop full scale project plans
- Assemble and coordinate staff
- Manage project resource allocation
- Plan and schedule project timelines
- Track project deliverables using appropriate tools
- Provide direction and support
- Quality assurance
- Constantly monitor and report on progress of the project
- Present reports defining project progress, problems and solutions
- Implement and manage project changes and interventions to achieve project outputs
- SHAH ALAM
DESK BASED CONTRACT MANAGER
BRITISH TELECOM
03.2013 - 01.2014
- Company Overview: KUALA LUMPUR
- Handle back office (and in most cases speaking to the end customer) processing tasks including reconciliations, commercial management and transaction processing in an efficient and accurate fashion for CDSS customers
- Follow through tasks and take ownership to ensure they are completed to the required standards
- Delivering excellent customer service without compromising business needs
- Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion
- Ensure all requests are handled within required service standard
- Establish and maintain effective working relationships with colleagues and customers alike
- Maintain regular and consistent attendance, punctuality and appearance
- Pursue personal development of skills and knowledge necessary for the role and take responsibility for own learning
- Analyses and interpret financial statistics and other data and produce relevant reports
- Adhere to stated policies and procedures relating to quality management
- Think out of the box to deal with in-life process issues to meet customer SLA
- KUALA LUMPUR
LOANS ADMINISTRATOR
HSBC DATA PROCESSING CENTRE
09.2010 - 10.2011
- Company Overview: KUALA LUMPUR
- Works as loans administrator at Branch team
- Act as a point of reference for referrals as administrator for the departments' own suitable of accounts and for client's accounts which includes request from customers & auditors for UK based customers
- Investigation and preparation of cash breaks/exceptions reporting and reconciliation for UK
- Handling client account details and maintain the previous loans
- Making payment as per customer request, dealing with MT103 and MT 202
- The tasks demands vast understanding of SWIFT codes and comes with huge responsibility to stratify the customer request in timely manner
- Loan opening in the system called URBIS demands going through all the loans documentation from legal side
- General departmental administration including stationery ordering, presentations and entertainment bookings, annual leave recording and general personnel administration
- Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy
- Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
- Be aware of the Operational Risk scenario associated with your role and act in a manner that takes account of operational risk considerations
- Got the exposure of training new junior of my process
- KUALA LUMPUR
Education
Degree - INTERNATIONAL ECONOMY FINANCE
UNIVERSITY MALAYSIA SABAH
Skills
Remote support
User support
Technical support
Incident management
Troubleshooting skills
System administration
Project coordination
Communication Skills
10, 10, 10, 10, 10, 0
Timeline
TECH SUPPORT ENGINEER (LVL 2)
TRADESHIFT
04.2022 - 02.2025
FRAUD AUTHORATIONS OFFICER
AMERICAN EXPRESS
09.2019 - 03.2020
CONTENT MODULATER
ACCENTURE & BYTEDANCE (TIK TOK)
06.2019 - 09.2019
PROJECT SUPERVISOR
GUARDIAN HEALTH AND BEAUTY
02.2016 - 02.2017
HR RECRUITMENT (EXECUTIVE)
GUARDIAN HEALTH AND BEAUTY
02.2014 - 10.2018
DESK BASED CONTRACT MANAGER
BRITISH TELECOM
03.2013 - 01.2014
LOANS ADMINISTRATOR
HSBC DATA PROCESSING CENTRE
09.2010 - 10.2011
Degree - INTERNATIONAL ECONOMY FINANCE
UNIVERSITY MALAYSIA SABAH
Similar Profiles
Ruxandra MoiseRuxandra Moise
Program Manager at TradeshiftProgram Manager at Tradeshift
Shalina Ayu Md ShahShalina Ayu Md Shah
Escalations Manager at TradeshiftEscalations Manager at Tradeshift
Alexandra GaiuAlexandra Gaiu
Success Manager | Seller Subscription at TradeshiftSuccess Manager | Seller Subscription at Tradeshift