Thiyagarajan Krishnasamy

Work History

Zailan & Co

Kuala Lumpur

01.2021 - 04.2023

Oversaw personal and professional calendars and coordinated appointments for future events.
Maintained appropriate filing of personal and professional documentation.
Displayed absolute discretion at handling confidential information.
Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
Facilitated transportation to and from appointments.
Handled incoming mail, bills and invoices and completed appropriate actions.
Participated in team meetings and staff training sessions.

Jade Technology Solution Sdn Bhd, Resort World Genting

06.2016 - Current

For table game system
Provided first-level technical support to end-users on proprietary software and applications including installation
Performed troubleshooting techniques over the phone or on-site
Resolve customer complaints and concern with strong verbal communication
Provide through support and problem resolution for customer
Maintain composure and patient in face of difficult customer situation
Build and maintain successful relationship with service provider, dealer and customer
Log all reported case in ticket tracking system, JIRA
Prepare daily/weekly and monthly incident report
Investigate, troubleshoot and resolve technical issue and inquires
Software and hardware installation and configuration
Maintain spare part inventory
Train new employee and explain protocol clearly and efficiently
Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment
Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary
Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner
Assist team members and provide support and solutions to customer queries to meet company objectives
Maintain updated knowledge of company products and services to better provide customer support and service solutions.

Wincor Nixdorf (M) Sdn Bhd

04.2012 - 06.2016

System support for Automatic Teller Machine (ATM) & Cash Deposit Machine (CDM) for Standard Chartered Bank
Providing 1st & 2nd level support for users and IT departments in general and technical issues
Monitor machine Faults via Euronet Worldwide Information system
Managed call flow and responded to technical support needs of customers
Resolved customer issues in a clear, courteous and straightforward manner
Identified and solved technical issues with a variety of diagnostic tools
Monitoring networks to ensure availability to all ATM / CDM and monitoring machine Faults via Euronet Worldwide Information System
Followed up with clients to ensure optimal customer satisfaction
Research, troubleshot and resolved complex problems independently
Worked closely with team members to meet or exceed all customer service requirements
Answered telephone calls promptly and minimized delays that could lead to abandoned calls
Used ticketing systems to manage and process actions taken
Provided on-call support for critical issues
Incident management and Support arrangement
Software & Hardware installation and setup
Manage incident tickets through Customer Report Management (CRM) Oracle system
Create, assign, follow-up and close, tickets
System & Machine configuration setup, checking and update
Network monitor and ensure all network & service is up working fine
Check endpoint machine status and monitor transaction from System Management.

Kurnia Insurance (M) Sdn Bhd

12.2011 - 04.2012

Customer Support ▪
Manage complaints and reports
▪ Service arrangements ▪ Answering incoming Calls from KIMB policy holders who having vehicles breakdowns.
▪ List down the complaints.
▪ Make sure the mechanics stand by in the office.
▪ Ensure that all the mechanics can be contacted at their hand-phone during their working hours.
▪ Coordinating with the Mechanics to meet customers need satisfaction. -
▪ Administrative work (Paper work, printing, filing, prepare list of breakdown cases)

Kurnia Insurance (M) Sdn Bhd

02.2000 - 12.2011

Responsible for servicing the KIMB policy holders through assignment given and or by the call center in the event of vehicles having breakdown
Provided on-call support for critical issues
Coordinating with the Customer Solution Call Center to meet customers need satisfaction
The Mechanics must stand by at the branch premise/office to get themselves prepared for any incoming task assigned by the call center from the time to time during their working hours
The mechanics must not perform any auto assistance service or accept any assignment other than that authorized by the call center
Ensure that all the mechanics can be contacted at their hand-phone during their working hours
To always provide prompt and efficient service and handle the insured/customers with courtesy in promoting the company's “Excellence in Service”
To make sure that the Kurnia Auto Assist vehicle is always maintained clean and in good condition
Ensure Customer Solution Feedback & Response form (CS-FR-FO1) duly executed by caller for Supervisor verify
Other documents and duties assigned by the manager from the time to time.