Vijendran Agilan
Application Support & Service Operations Professional
41200, Klang,10
Summary
Strategic technical professional with expertise in service operations and incident resolution. Skilled in enhancing SLA adherence, minimizing response times, and improving customer satisfaction through targeted initiatives. Proficient in managing escalations, conducting root cause analysis, and optimizing performance. Committed to mentoring teams and collaborating with management to drive operational efficiency and deliver exceptional service.
Overview
2
2
Languages
2
2
Certifications
17
17
years of professional experience
Work History
Technician: Service Desk Operation Support
Telekom Malaysia (TM)
01.2023 - 12.2025
- Managed end to end incident handling through ServiceNow, Salesforce, and ITSM platforms, ensuring accurate ticket categorization, prioritization, escalation, tracking, resolution, and closure while maintaining SLA compliance.
- Provide Level 1 support for email-based technical services, maintaining a 98% SLA adherence, ensuring timely and effective issue resolution.
- Acted as the single point of contact for team transfers, facilitating seamless communication and smooth transitions for ongoing projects.
- Managed end-to-end incident handling via ServiceNow, Salesforce, and ITSM platforms, ensuring accurate ticket categorization, prioritization, escalation, tracking, resolution, and closure in compliance with SLAs.
- Spearheaded process improvements that led to a notable reduction in service response times, achieving higher customer satisfaction and strengthening overall service delivery.
- Spearheaded process improvements, resulting in reduced service response times and enhanced customer satisfaction.
Smart Services Operation Integrated Centre (IOC Specialist)
Telekom Malaysia (TM)
01.2015 - 12.2022
- Monitored live operational environments via live chat systems, CCTV surveillance dashboards, and building energy management systems to ensure visibility and rapid anomaly response.
- Managed critical system alerts and performed root cause analysis, improving incident resolution efficiency by 30%, reducing system downtime and operational disruption.
- Monitored key performance metrics and implemented strategic improvements, driving a significant reduction in downtime and optimizing overall service performance.
- Led and managed a team of 18 staff, increasing SLA compliance by 20%, resulting in consistently high performance and improved service delivery standards.
- Collaborated with executive management to streamline operations, implementing process improvements that enhanced customer satisfaction and reinforced service reliability.
- Supported the setup and operational readiness of the 5G Demonstration Command Center in Langkawi (Nov 2019 – Feb 2020), contributing to infrastructure coordination, system readiness validation, and operational testing activities.
Mobile Helpdesk
Sudong Sdn Bhd
01.2013 - 11.2014
- Provided L1 and L2 support for mobile services, including phone connectivity across iOS, Apple, Blackberry devices, and tablets, and resolved billing-related issues.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
MiOTV Helpdesk
Singtel
01.2009 - 01.2011
- Provided end to end technical support for Broadband and MiOTV customers, achieving 95% customer satisfaction by resolving issues swiftly and delivering high-quality service.
- Coordinated floor support and managed managerial callbacks, enhancing issue resolution and receiving a Spot Award for exceptional performance.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Certificate in Cyber Security Professional - Cyber Security Professional
Master Pro Management
Subang Jaya, Selangor, Malaysia 04.2001 -
Certified Data Science Professional - Data Science
University Sains Malaysia
Penaga, Penang, Malaysia 04.2001 -
Bachelor of Business Administration - Logistics
Unitar International University
Petaling Jaya, Selangor, Malaysia10-2024
Skills
Service Desk Operations
Incident management
Incident resolution
Technical Support and Troubleshooting Expertise
ITSM / Ticketing Systems
SLA compliance
Root cause analysis
Continuous Process Improvement
User Support Coordination
Service Performance Tracking
Technical Training
Troubleshooting
Certification
Certification in Cyber Security Professional – Master Pro Management Sdn Bhd, Jun 2026
Awards
Best Team Customer Experience, Sudong Sdn Bhd, 2013, Uplifting Service Champion: Achieving Superior Service, Sudong Sdn Bhd
Timeline
Technician: Service Desk Operation Support
Telekom Malaysia (TM)
01.2023 - 12.2025
Smart Services Operation Integrated Centre (IOC Specialist)
Telekom Malaysia (TM)
01.2015 - 12.2022
Mobile Helpdesk
Sudong Sdn Bhd
01.2013 - 11.2014
MiOTV Helpdesk
Singtel
01.2009 - 01.2011
Certificate in Cyber Security Professional - Cyber Security Professional
Master Pro Management
04.2001 -
Certified Data Science Professional - Data Science
University Sains Malaysia
04.2001 -
Bachelor of Business Administration - Logistics
Unitar International University