VICNA RAJ
Kuala Lumpur
Summary
Dynamic IT professional with a proven track record at Genpact Malaysia, excelling in technical support and problem-solving. Demonstrated expertise in troubleshooting biomedical instruments and enhancing user satisfaction. Strong communicator with a keen technical aptitude, achieving a dispatch avoidance rate of 52%, showcasing commitment to excellence and continuous improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Process Associate (5B)
Genpact Malaysia (Becton Dickinson)
Kuala Lumpur
03.2024 - Current
- Delivered exceptional support to Becton Dickinson clients across North America, enhancing user satisfaction through multi-channel communication.
- Supported medical equipment users by resolving hardware and software challenges, boosting equipment reliability significantly.
- Software crashes and is unable to open: a remote backup of the database will be performed, and the clinical software will be reinstalled based on the Windows operating system in use by the client. -
- Customer request for upgrade: remote access will be used to update the clinical software to the latest version, or the new version will be reinstalled in accordance with the customer's request, or the capabilities of the Windows OS.
- Software disconnecting issue: An attempt will be made to ping the cytometer IP address to assess packet reception; if unsuccessful, the IP address and subnet mask of the workstation will be verified.
- Configuration will be adjusted according to the clinical software protocol.
- Probe the customer to identify the specific hardware issue they are experiencing, and retrieve the error code displayed on the clinical instrument. Based on that, guide the customer through the troubleshooting process.
- Troubleshooting scenarios include issues such as improperly connected instrument cables, clogged flow cells, laser delays in acquiring samples, etc., all of which relate to biomedical research instrument protocols.
- If the troubleshooting does not resolve the issue, or if it pertains to mechanical parts replacement, escalate the matter to a field service engineer.
- Achieve my KPI for the year 2024.
- The goal for dispatch avoidance is 33%, but since August of last year, I have maintained my momentum and reached a rate of 52%.
- Attended training in Singapore for Hands-on Canto 2 (research instrument).
Technical Support Executive L2
FUJIFILM BUSSINESS INNOVATION CENTRE SDN.BHD
Kuala Lumpur
11.2022 - 02.2024
- Support both hardware and software issues for printers.
- Support office printers, small home printers, and production printers.
- EP-BB - maintain and handle the EP-BB system in the customer MFD.
- RDHC - monitor fault alert, consumable alert, and usage counter of the device.
- Hardware - Troubleshoot according to the fault code on the printer, such as the fuser issue in the machine, and monitor components.
- Hardware - Guide the customer on how to do self-replacement for waste toner containers, drums, and toners.
- Software: manage Fiery and the GX server of the printer for the GC machine.
- Software: configure ports for the driver and printer IP mode based on the network range.
- Software - remote to the customer's PC and printer to rectify the issues.
- Installation, upgrade, and deactivation of DocuWorks.
- Installation and upgrade of drivers and firmware.
- Whitelist the EP-BB URL for the EP connection on the printer CWIS.
IT ANALYST
GETRONICS TECHNOLOGY SDN.BHD
Kuala Lumpur
01.2021 - 10.2022
- Support RHB Bank's system and security.
- Remote branch server when it's detected down by the system.
- Ping the server and network to verify the status: dual reply ping output.
- Swing back, LU affected to buddy branch, and reverse the step once the branch is up.
- Provide remote assistance on installation and upgradation.
- Detect phishing emails and forward them to the Security Operations Centre.
- Manage Service Desk Plus is used to issue tickets for users.
- Troubleshooting and technical support in PC software and hardware.
- System installation, upgrade, and security.
- Maintain records for all inspections, tests, repairs, and improvements of the computer system.
Education
Bachelor In Computer Forensics (HONS) -
Management & Science University
Selangor01.2021
Diploma In Computer Science -
University Tenaga Nasional
Selangor01.2016
Skills
- Effective communication
- Creative Thinking Skills
- Problem Solver
- Decision Maker
- Pattern analysis
- Technical Aptitude
- Willing to learn
- VLOOKUP in Excel
References
- Kevin Loo Teow Aik, HOD, Management Science, University Selangor, 017-363-0163
- Eric, Operation Manager, Getronics Sdn Bhd, Kuala Lumpur, W.P., 016-583-7822
- Mohd Sulaiman bin Musin, Team Leader, Getronics Sdn Bhd, Kuala Lumpur, W.P., 017-881-0562
- Yoges, Team Leader for FBSG, Fujifilm Business Innovation Centre Sdn Bhd, Kuala Lumpur, W.P., 016-209-0319
- Ryan, Operation Manager for BDB Technical Support, Kuala Lumpur: 017-556-6889
Forensic Computer Skills
- Use Zoho platform to remote user machine
- Troubleshooting Via Remote Session
- Window & Server backup
- Protect mobile users on computer-based or smart-phone platforms
- Cisco Any Connect Software
- Network analysis tool
- Identify Malware
- Provide access to data which has been deleted and overwritten on the endpoint
- Wireshark
- Able to trace an email using the email header
- Stopping spam email before it reaches its intended recipient
- EmailTrackerPro
- Analyze this images and recover file from victim devices
- The Sleuth Kitt
Certification
Developed Web Based Optometry System Eye Care Analyzer Version 2 for final year project
2021,
Won Gold Award for Industrial Linkage 2021,
Dean list Award for Semester 5 July 2021,
Dean list Award for Semester 3 September 2020,
Dean list Award- Semester 2 February 2020.
Languages
English
First Language
English
Proficient (C2)
C2
Malay
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Accomplishments
- MUET BAND 4, 2021,
- Chess Club President, 2012,
- Chess District Player, 2012,
- Runner-up in the Chess District Competition,
- 2012, Math Magic District Player, 2012,
- Malaysian National Chemistry Quiz (Malaysian Chemical Institute) Special Award, 2012
Timeline
Process Associate (5B)
Genpact Malaysia (Becton Dickinson)
03.2024 - Current
Technical Support Executive L2
FUJIFILM BUSSINESS INNOVATION CENTRE SDN.BHD
11.2022 - 02.2024
IT ANALYST
GETRONICS TECHNOLOGY SDN.BHD
01.2021 - 10.2022
Bachelor In Computer Forensics (HONS) -
Management & Science University
Diploma In Computer Science -
University Tenaga Nasional
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