Vinod Marke
Team Lead
CYBERJAYA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I have a passion for continuous learning and contribute to organizational growth and stability. Inspired by proven methodologies and consistently implementing industry best practices and in an organization.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Team Lead
JERSEY COIN PROJECT
Selangor
05.2021 - 08.2022
- Develop a schedule to assess training needs
- Conduct employee surveys and interview
- Track and compile collected data
- Conceptualize training materials based on data and research
- Communicate training needs and online resources
- Create training strategies, initiatives, and materials
- Reported on updates to project specifications and progress.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
HELPDESK ANALYST (TEAM LEADER)
NTT DATA SERVICES MY SDN BHD
Selangor
11.2017 - 04.2021
- Delivers results Business, KPI Improvement, and ownership on coaching
- Take decisions balancing the needs of the customer, business, and people
- Responsible for managing operational support to the
- Support Cyberjaya End User Services Teams through cross-functional and global partnerships
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked flexible hours across night, weekend and holiday shifts.
- Enabling the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience
- Defines both long-term strategies and short-term/immediate workforce needs
- Researches recommends, and implements call center technology and process improvements to reduce the overall cost
- Responsible for career development/planning, performance and pay discussions of team members
- Accountable for budget, schedule, and results of a project team or workgroup
Client Tech Support Sr. Associate
NTT DATA MALAYSIA SDN BHD
Selangor
06.2017 - 11.2018
- Collaborated with team members to achieve target results.
- Carried out day-to-day duties accurately and efficiently.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Promoted to TECH LEAD
Client Technical Support Senior Associate
DELL GLOBAL BUSINESS CENTRE
CYBERJAYA
11.2014 - 06.2017
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online and phone
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies, researches and provides input on unique or recurring customer problems
- Remains knowledgeable of Dells product line, current industry products and technologies
- Focuses on delivering a positive customer experience according to Dell standards
- Monitors and tracks issues to ensure accurate resolution
- Escalates more complex customer technical issues to senior level support.
Service Desk Engineer
Fujitsu (M) Sdn. Bhd
Selangor
10.2010 - 11.2014
- Provide 1st and 2nd line support to all users via interaction tools available promptly from customer/user -Answer calls promptly
- Log incidents/calls onto the Helpdesk systems, assess priority, diagnose, troubleshoot and analyze and provide immediate solution within his/her capacity -Dial in manually to users pc and resolve software issues -Assist in troubleshooting and solves incidents for user and escalates incident to necessary escalated personnel as required -Ensure track, monitor and follow-up incidents/cases logged and manage incidents/cases closed within clients Service Level -Performs other related duties as assigned or requested - Helping with training and development - Completing monthly reports for clients and organization - Handling complaints (from both staff and customers) - Reporting to senior level management, Provide 1st support (Incident Management)
- Software and Platform: WinSMS (MCD Store Management System), Microsoft Office 2007,
- Outlook Express 2006, Internet Explorer, Symantec End Point, Windows Server -troubleshoot server functional and software issues -monitoring and maintaining computer systems and networks; -troubleshooting system and network problems and diagnosing and solving hardware/software faults; -escalates incident to necessary onsite engineer; -setting up new users accounts and profiles and dealing with password issues; -responding within agreed time limits to call-outs; -working continuously on a task until completion (or referral to third parties, if appropriate); -prioritizing and managing many open cases at one time; -rapidly establishing a good working relationship with customers and other professionals (e.g., software developers); -perform customer satisfaction survey on weekly basis
Education
Service Delivery Management
SERVICE DESK INSTITUTE
PEOPLE CERT 07.2020 - 07.2020
Service Desk Management
ITIL 4
NTT DATA LEARNING & CERTIFICATE INSTITUTE 04.2020 - 04.2020
Service Desk Management
ITIL FOUNDATION (2011) V3
PEOPLE CERT 08.2012 - 08.2012
Diploma - Computer Science/Information Technology, Information Security and Ethical Hacking
Appin Technology Lab
01.2013 - 07.2013
Science, Technology, And Society
SMK JALAN BUKIT
KAJANG 01.2002 - 01.2007
MOBILE PHONE REPAIRING
RIVERBANK ACADEMY SDN BHD
KAJANG 02.2014 - 01.2015
Skills
Software diagnosis
Desktop support
Data recovery
Application support
Customer service expert
Technical issues analysis
TCP/IP
Training and Development
MS Office
First Aid/CPR
ITSM reporting
Active directories
Additional Information
- Expected Salary MYR 5,000
- Preferred Work Location Selangor, Kuala Lumpur, Anywhere in Singapore
Timeline
Team Lead
JERSEY COIN PROJECT
05.2021 - 08.2022
Service Delivery Management
SERVICE DESK INSTITUTE
07.2020 - 07.2020
Service Desk Management
ITIL 4
04.2020 - 04.2020
HELPDESK ANALYST (TEAM LEADER)
NTT DATA SERVICES MY SDN BHD
11.2017 - 04.2021
Client Tech Support Sr. Associate
NTT DATA MALAYSIA SDN BHD
06.2017 - 11.2018
Client Technical Support Senior Associate
DELL GLOBAL BUSINESS CENTRE
11.2014 - 06.2017
MOBILE PHONE REPAIRING
RIVERBANK ACADEMY SDN BHD
02.2014 - 01.2015
Diploma - Computer Science/Information Technology, Information Security and Ethical Hacking
Appin Technology Lab
01.2013 - 07.2013
Service Desk Management
ITIL FOUNDATION (2011) V3
08.2012 - 08.2012
Service Desk Engineer
Fujitsu (M) Sdn. Bhd
10.2010 - 11.2014
Science, Technology, And Society
SMK JALAN BUKIT
01.2002 - 01.2007