THINESHKUMAR MANOHARAN
Senior Technical Support Engineer
Klang
Summary
Have 9 Years+ of experience in Servicedesk environment with various position. I'm a results-driven professional with proven track record of exceeding targets. Adept at leveraging a unique blend of strategic thinking, analytical prowess, and exceptional communication skills to lead cross-functional teams and deliver impactful solutions. Seeking to apply expertise in IT field to drive innovation, foster collaboration, and achieve measurable results in a dynamic and forward-thinking organization.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Tier 2 SeniorTechnical Support Engineer
Atos
Cyberjaya
08.2016 - Current
- Advanced knowledge in service desk systems, incident and problem handling and escalation.
- Advanced knowledge of ITIL concepts and processes and using helpdesk ticketing system.
- Experience in Service Desk Management, Remote trouble shooting, L2 support, ServiceNow, MS operating system, L2 SPOC, O365 SPOC, Call Audit, ticket audit.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues that level 1 technicians can't resolve.
- Works toward becoming subject matter expert in Servicedesk.
Service Desk Analyst Level 1
IBM Malaysia
Cyberjaya
08.2015 - 08.2016
- Responsible for escalating outages and other production interruptions.
- Monitor and manage ticket queues to ensure SLAs are met.
- Experience in troubleshooting and supporting mobile devices (Android and iOS).
- Provide technical and troubleshooting assistance related to computer hardware and software.
- Trained extensively with Office 365 products and services, Exchange Server, Active Directory, Citrix Servers applications and Cloud Computing.
Education
Diploma - Computer Science
University Technology Malaysia
Malaysia 07.2009 - 04.2013
Skills
TeamworkAdaptability
Technical Proficiency
Time ManagementLeadership
Cloud Computing
Communication Skills
Analytical skills
Intune Management
Microsoft Azure
Certification
ITIL Certified
Timeline
SIG SIGMA (White Belt)
01-2024
ITIL Certified
01-2022
Microsoft Certified
10-2019
Tier 2 SeniorTechnical Support Engineer
Atos
08.2016 - Current
Service Desk Analyst Level 1
IBM Malaysia
08.2015 - 08.2016
Diploma - Computer Science
University Technology Malaysia
07.2009 - 04.2013