Summary
Overview
Work History
Education
Skills
Timeline
Generic
VISWAJID JAYARAMAN

VISWAJID JAYARAMAN

Kuala Lumpur

Summary

Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.

Overview

18
18
years of professional experience

Work History

Service Delivery Manager

IMU University
Kuala Lumpur, Wilayah Persekutuan
06.2023 - Current
  • Campus IT & AV Operations Oversight: Lead the planning, coordination, and management of campus-wide IT and audiovisual systems to ensure seamless operational functionality.
  • Service Desk Operations Management: Oversee service desk functions to provide efficient support and troubleshooting for staff and students, ensuring high service levels.
  • Technical Leadership for Campus-Wide IT & AV Projects: Serve as the technical lead in planning, executing, and delivering infrastructure projects related to campus IT and AV system enhancements.
  • IT Support Service Leadership: Manage the delivery of IT support services for staff and students, ensuring timely resolution of technical issues and user satisfaction.
  • IT Asset Management: Maintain comprehensive records of all IT assets, including hardware, software, and AV equipment, ensuring optimal utilization and lifecycle management.
  • IT Budget & Procurement: Manage IT budgets and strategic procurement processes, facilitating campus-wide IT purchases and investments aligned with organizational goals.
  • Vendor Management: Cultivate and manage relationships with IT vendors and service providers to ensure quality delivery and optimal cost efficiencies.
  • Staff Training & Development: Lead training initiatives to upskill IT staff, keeping the team current with emerging technologies and best practices.
  • IT Knowledge Base Development: Oversee the creation and maintenance of a centralized knowledge base, supporting IT support teams and end-users.
  • IT Policy & Governance: Enhance and enforce IT policies and governance standards to ensure compliance, security, and effective IT operations.
  • Campus Software & Licensing Management: Oversee the procurement, deployment, and compliance of software licenses and applications across the campus.
  • Enterprise Application Support & Maintenance: Provide ongoing support and maintenance for enterprise applications, ensuring stability, security, and performance.
  • Infrastructure Solutions Deployment: Design, implement, and manage core infrastructure solutions supporting campus-wide connectivity, security, data management, and communication needs.
  • Supervised operations of 24-hour customer service desk staffed by 14 team members.

Infrastructure, Network & Support Services

INTI International University
Penang
02.2014 - 05.2023
  • Campus IT & AV Infrastructure Support: Design, implement, and maintain campus-wide ICT and AV infrastructure to support learning and administrative operations.
  • Campus IT & AV Operations Management: Oversee the deployment, operation, and optimization of ICT and audiovisual systems across the campus, ensuring seamless integration and functionality.
  • Helpdesk & User Support: Provide technical support for ICT infrastructure, network systems, and audiovisual solutions, ensuring prompt resolution of user issues.
  • ICT Project Management & Application Support: Lead ICT infrastructure projects including application deployment, network design, and integration to support organizational needs.
  • Campus Network Infrastructure Design & Support: Develop and support scalable, secure, and resilient network architectures including LAN, WAN, Wi-Fi, and data cabling.
  • Data Center Support & Management: Support the design, deployment, and maintenance of the campus data center infrastructure, including servers, storage, and networking hardware.
  • PABX Support & Maintenance: Manage the design, implementation, and maintenance of campus telephony systems, ensuring reliable voice communications.
  • Network Security & Optimization: Implement network security measures, QoS, and performance tuning to ensure a secure and efficient ICT environment.
  • Infrastructure Planning & Capacity Building: Engage in strategic planning for future network expansion, hardware upgrades, and infrastructure scaling to meet growth demands.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed approximately 10 staff at various locations, and assisted more than 2000 thousand students and 300 staff with various IT issues

Head of IT & AV Operations

AIMST University
Kedah , Sungai Petani
06.2007 - 01.2014
  • C-ampus ICT Project Planning & Implementation: Lead the planning, execution, and monitoring of ICT projects across campus, ensuring alignment with organizational goals and timely delivery.
  • Campus IP/PBX System Deployment & Support: Oversee the integration and maintenance of IP telephony and PBX systems, coordinating technical requirements and project timelines.
  • Service Desk & Support Operations: Manage the deployment of support frameworks to ensure efficient handling of ICT service requests and incident resolution.
  • Campus IT Asset Lifecycle Management: Plan and execute projects related to IT asset procurement, deployment, upgrades, and disposal, optimizing resource utilization.
  • Campus Network Infrastructure Projects: Lead initiatives to upgrade and expand campus network infrastructure, ensuring robust and scalable connectivity solutions.
  • Campus IT Lab Projects: Manage the development and enhancement of IT laboratories, including infrastructure setup, equipment procurement, and technology integration.
  • Campus Server & Hardware Support Projects: Oversee server hardware deployment, upgrades, and maintenance projects to support organizational IT needs.
  • Stakeholder Coordination & Vendor Management: Collaborate with vendors, contractors, and internal teams to ensure project deliverables meet technical specifications and project deadlines.
  • Budget & Resource Allocation: Plan and control project budgets, resource allocation, and procurement activities related to ICT infrastructure development.
  • Risk Management & Compliance: Identify project risks and implement mitigation strategies, ensuring compliance with organizational policies and standards.
  • Managed several projects, Data Center Management, ICT design (Networks), & Campus WIFI. Managed 3000 students and 400 staff with various IT issues.

Education

Master of Science - ICT

University Utara Malaysia
Sintok, Kedah, Malaysia
09-2015

Skills

  • Web Development & Programming: Proficient in HTML5, CSS; experienced with C#, Java, C, JavaScript
  • Cloud & Distributed Computing: Skilled in designing and managing solutions on Microsoft Azure and AWS platforms
  • Operating Systems: Expertise in Microsoft Windows, macOS, and Linux environments
  • Network & Security: Certified Cisco CCNA, with strong knowledge of network architecture, security protocols, and information security practices
  • Electronics & Engineering Tools: Competent in AutoCAD and MATLAB for technical design and analysis
  • Virtualization & Infrastructure: Experienced with VMware virtualization technologies to optimize resource management
  • Hardware & Devices: Support and management of laptops, desktops, tablets, and mobile devices
  • Communication & Collaboration Tools: Implementation and support of tools such as Microsoft Teams, Zoom, and analytics platforms
  • Workflow & Automation: Deployment of automation tools to streamline IT operations and workflows
  • IT Operation & Service Desk Management: Expertise in IT support operations, Service Desk management using ManageEngine, and Microsoft -INTUNE administration
  • AV & Smart Classroom Design: Development of AV systems for traditional, hybrid, and immersive learning environments, including smart classrooms, medical laboratories, and dental training centers
  • Presentation & Meeting Tools: Proficient in Zoom, Microsoft Teams, and other virtual meeting platforms
  • AV & Multimedia Solutions: Design and implementation of AV solutions for medical laboratories, dental clinics, and interactive learning spaces
  • Immersive Learning & HoloLens Support: Design and support of immersive learning environments including Microsoft HoloLens deployment
  • IT Infrastructure Project Delivery: Planning, execution, and management of infrastructure projects, ensuring timely delivery and quality standards

Timeline

Service Delivery Manager

IMU University
06.2023 - Current

Infrastructure, Network & Support Services

INTI International University
02.2014 - 05.2023

Head of IT & AV Operations

AIMST University
06.2007 - 01.2014

Master of Science - ICT

University Utara Malaysia

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VISWAJID JAYARAMAN