VIMAL RAJ MURUGAN
Cheras,10
Summary
To seek a successful position as an IT graduate in an established company where my skills and knowledge will be further developed and utilized. To build a long-term career in IT with opportunities for career growth. To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization. To solve problems in a creative and effective manner in a challenging position.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Cloud And Infrastructure Engineer, Enterprise Team
Doherty IT Solutions Sdn. Bhd
KUALA LUMPUR , Kuala Lumpur
03.2024 - Current
- Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal
- Log all Incidents and Service Requests received into the ticketing system (Connectwise)) & (( SERVICENOW) manage workload effectively ensuring any outstanding level 1/2 tickets are updated frequently and clearly show what progress has been made and what the next step is
- Attempt to resolve Incidents and Service Requests at first point of contact, escalating to senior engineers where required
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers
- Ensuring SLA obligations are met at all times
- RMM tools such as N-Central, Kaseya or LabTech
- MCM(SCCM) - patch management, app packaging and deployment
- Security related incidents
- Server virtualisation - Hyper V/VMware ideally in a clustered setup
- Microsoft Exchange in an on-prem clustered environment
- Microsoft Intune
IT Technical Support Specialist
EKCO IRELAND
02.2022 - 03.2024
- Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal
- Log all Incidents and Service Requests received into the ticketing system (Connectwise)), manage workload effectively ensuring any outstanding level 1/2 tickets are updated frequently and clearly show what progress has been made and what the next step is
- Attempt to resolve Incidents and Service Requests at first point of contact, escalating to senior engineers where required
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers
- Ensuring SLA obligations are met at all times
- You will ensure the internal database of assets is updated accurately where updates are required
- Contribute to the creation, development and review of procedures and policies within the IT department
- Manage own ticket queue and work schedule in an efficient manner
IT Infrastructure Operations Associate
PPG Industries, Inc.
03.2020 - 12.2021
- Install and configure software and hardware
- Manage network servers and technology tools
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure security through access controls, backups and firewalls
- Upgrade systems with new releases and models
- Develop expertise to train staff on new technologies
- Build an internal wiki with technical documentation, manuals and IT policies
- Patching Tools
Wintel Engineer Windows Server
DHL IT SERVICES
08.2010 - 09.2019
- Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization
- Install and upgrade computer components and software, manage virtual servers, and integrate automation processes
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
- Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure
- Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures
- Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions
Service Desk Analyst
DHL IT SERVICES
08.2010 - 03.2014
- Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding hardware and PC problems
- Prioritize resolving more complex issues escalated from Level 1 Service Desk requiring detailed systems and applications knowledge
- Triage symptoms of technical problems and deliver a solution or next escalation based on define models
- Install, configure, test, monitor, and troubleshoot networked end user workplace devices and peripherals
- Provide administrative support for certain systems - including but not limited to: Windows AD, Outlook, Exchange, SQL, VMware, and Citrix
- Design, build and deploy desktop computers and laptops as necessary in support of End User Device Management
- Assist systems administrator with data backups and disaster recovery operations
- Identify and analyze trends in Service Desk issues and develop solutions and Knowledge base documentation to address preventively
- Collaborate with Level 3 / Systems Administrators in further analysis of incident / problem trends and developing preventive solutions and knowledge base documentation
Service Desk Analyst
CSC MALAYSIA
02.2009 - 08.2010
- Receive and respond to Service Desk tickets, incoming calls, emails, or IMs regarding hardware and PC problems
- Prioritize resolving more complex issues escalated from Level 1 Service Desk requiring detailed systems and applications knowledge
- Collaborate with Level 3 / Systems Administrators in further analysis of incident / problem trends and developing preventive solutions and knowledge base documentation
Education
Inti College Subang Jaya
03.2006 - 12.2008
Skills
- Hardware Maintenance
- Backup software ( Veeam, symantec etc)
- Citrix System Administrator
- Active Directory Administrator
- Windows Server 2008-2010
- Windows admin
- Service Desk/Customer service
- Wintel Server
- VMWARE
- Windows patching WSUS, SCCM
- Exchange server
- Connectwise
Service-now
Certification
Microsoft Windows 10 T/Shooting (Latest Edition), Certified
Phone Numbers
+6012 9191 508
Ic Number
8704105581
Possess Own Transport
True
Personal Information
- Available: 3 weeks/Immediately
- Date of Birth: 04/10/87
- Gender: Male
- Nationality: Malaysia
Timeline
Cloud And Infrastructure Engineer, Enterprise Team
Doherty IT Solutions Sdn. Bhd
03.2024 - Current
IT Technical Support Specialist
EKCO IRELAND
02.2022 - 03.2024
IT Infrastructure Operations Associate
PPG Industries, Inc.
03.2020 - 12.2021
Wintel Engineer Windows Server
DHL IT SERVICES
08.2010 - 09.2019
Service Desk Analyst
DHL IT SERVICES
08.2010 - 03.2014
Service Desk Analyst
CSC MALAYSIA
02.2009 - 08.2010
Inti College Subang Jaya
03.2006 - 12.2008
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