Karen Sue is a senior technical support consultant with over 8 years of experience in the IT industry. She currently works at Hewlett Packard providing remote technical support and helpdesk services. Prior to this, she held similar roles at Atos Origin Services and IBM Malaysia. Her responsibilities include resolving technical issues, ensuring service level agreements are met, and building relationships with customers. She has a Bachelor's Degree in Computer Science and is proficient in software such as Windows, Exchange Server, and Microsoft Office applications.

1. Contact Details
Name :Karen Sue,Simon Achoi
Address : 28-5 Suria 3 Rivercity Condominium, Batu 3 Jalan Ipoh, Kuala
Lumpur, 52100, Kuala Lumpur, Malaysia
Telephone No. :
Mobile No. : : 0122600305
Email : karensue.simon@gmail.com
Date of Birth : 26 Sep 1983
Nationality : Malaysia
Gender : Female
Possess Own Transport : Yes
Resume Summary
Current Position : Remote Technical Support in Hewlett Packard(M) Sdn Bhd (2012 -
Present)
Current Specialization : Technical & Helpdesk Support
Highest Education : Bachelor's Degree in Computer Science/Information Technology
Years of Experiences : 8
Educational Background
Graduation Date: 2007
Bachelor's Degree of Computer Science/Information Technology
Major : Computing
Institute/University : Asia Pacific Institute Of Information Technology, Malaysia
Grade : Grade B/2nd Class Upper
Graduation Date: 2004
Diploma of Computer Science/Information Technology
Major : Software
Institute/University : Cosmopoint Institute Of Technology, Malaysia
CGPA : 3.53/4
Employment History
Experience Level : Total 8 Year(s) of Experience

2. Jan 2012 - Present
1. Hewlett Packard(M) Sdn Bhd
Position Title (Level) : IT Helpdesk/Remote Technical Support (Senior Executive)
Specialization : Technical & Helpdesk Support
Role : ITO Service Consultant I
Industry : Computer / Information Technology (Software)
Work Description :
RESPONSIBILITIES
------------------------------
- Responsible to resolve complex/time consuming problems through the use of remote access tools,
finding ways to upstream resolutions for problems to the level 1 team, reduce the number of tickets
going to Workspace groups, and to increase the resolution rate at the service desk.
- Making significant contributions to the overall success of the technology group and responsible
for Incident Management delivery for the tower
- Delivering a first class high availability services to all HP Customers, ensuring appropriately
skilled resources are available to deliver to the Customer Service Level Agreement
- Building strong working relationship and trust with the customers in order to ensure partnership
in delivery between HP and the Customer
- Ensure escalated tickets are documented in real-time and in accordance with Service Desk
processes and quality standards
- Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and
updated as per process and every effort is made to make service levels
- Enabling standard IP printing and printer queue troubleshooting for standard network/local
printers
- Present a positive, effective and flexible contribution to achieving team targets and objectives
- Collaborate with external Resolution Groups, including on-site teams, to ensure service levels
are met or exceeded
- Remain well versed in help desk policies, procedures, standards and documentation
- Resolve Tickets within scope of responsibilities according to defined procedures
- Being responsive to clients whilst following the principles and procedures of the quality
management system
- Focus on building good working relationships within the team and other Resolution Groups
- Identify, analyze problems and suggest improvements identified in their own area of
responsibility and implementing those with a recognized business benefit
- Ensure that systems are kept up-to-date and changes are properly tracked
- Provide technical support remotely for Shell users and also handle user’s queries and problems.
- Handle 2nd Level Support in regards to hardware, software, customize applications ,email
applications, user’s profile, Microsoft office application, machine based internet/intranet access
issue, smartcard, antivirus and Shell scripted software installation

3. - Configure user profile on Server, Active Directory, Configure user’s Outlook account in
Exchange Server 2003 and Exchange Server 2007, MS Outlook (2007,2000,2010,2013), MS
Office (2000,2007,2013), SAP installation, Configure Network and Local & Network Printers,
Smartcard, Installation and Configuration of all the Shell application globally.
- Fast understanding and implementation of knowledge on call handling Processes
- Familiar with H-Tools, DRA, HAT, Exchange Server 2003 and Exchange Server 2007
- Identify the root cause and perform troubleshooting remotely using Windows Remote
Assistance
- WRA), Remote Desktop Connection (RDC) and Windows LiveMeeting.
Apr 2010 - Jan 2012
2. Atos Origin Services (M) Sdn Bhd
Position Title (Level) : IT Helpdesk/Remote Technical Support (Senior Executive)
Specialization : Technical & Helpdesk Support
Role : IT Support/Helpdesk
Industry : Computer / Information Technology (Software)
Work Description :
RESPONSIBILITIES
-----------------------
First Level responsibilities:
• Take and receive all customer calls in a professional and courteous manner as well as
providing advice and support.
• Respond to users queries via phone & email.
• Ensure effective escalation and hand-over of customer enquiries/problems to the correct 2nd
line group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate
information is provided and the process is carried out in a timely manner
Second Level responsibilities:
• Take end to end responsibility of the logged requests and monitor work progress and service
levels
• Provide incident, problem and complaint (escalation) management for the in scope services
domain
• Provide technical assistance to customers on the use of all PCs – encompassing desktop
related hardware and software in accordance with service level requirements
• Provide advice and guidance to customers on the effective use of the self-support portal,
desktop systems and their associated software, LAN networks and peripherals
• Carry out appropriate level of technical investigation prior to escalating to the next level
• Provide remotely installation of hardware, software and applications or upgrades on
customers’ systems where appropriate
• Contact the customers to assess their satisfaction prior to the closing of a call

4. • Keep up to date with changes in the IT systems of the customer and industry
• Maintain good and constructive relationships with customers and ensure customer
requirements are met within agreed timescales
• Provide input to resolve customer complaints and dissatisfaction issues
CONTRIBUTION:
- Proactively assisting the supported account to meet Service Level Agreement
- Performed dual task by given second level support as primary task and getting involved in
first level support whenever required.
- Provide technical input and assist team members in any technical issues.
- Being alert on the issues occur in the supported account and highlight the issue to line lead for
investigation.
- Monitor and analyze the pattern of issue reported in tickets monitoring.
- Keep up to date with new and emerging IT technologies
- Being a dynamic team player
EXPERIENCES GAINED:
- Technical skills particularly in software such as computer software installation, Microsoft
office, Operating systems, Active directory, SMS, VPN and Internet based application
- Understanding the account management structure such as processes, ticket management and
technical requirement.
- Communication skill added by communicating with client from UK country.
- Understand the cross culture from another region and pattern of customer's need to strive.
- Learnt working in a stressful environment at the same to complete task within specific time
frame.
- Experience working with various staff's characters and attitude.
ACCOMPLISHMENT:
- Has been rewarded Silver award for Analyst of the month (Month of September 2010)
July 2007 - Apr 2010
3. IBM Malaysia
Position Title (Level) : IT Helpdesk/Remote Technical Support (Junior Executive)
Specialization : Technical & Helpdesk Support
Role : IT Support/Helpdesk
Industry : Computer / Information Technology (Hardware)

5. Work Description :
RESPONSIBILITIES
-----------------------
Helpdesk responsibilities:
- Receive inbound calls or emails from Malaysia and Singapore country.
- Create service call for IBM machine such as server, personal computer, cash deposit machine,
printer, middleware application and lotus notes application and determine appropriate resource
to handle service request
- Responsible for problem ownership and when necessary to escalate issues to the correct
technical or managerial level.
- Responsible to get an appropriate and accurate data from the customer and guided them to get
the required data such as the machine serial number, machine type, IBM customer number and
provided ticket number.
- Support by dispatching the company's engineers for onsite support and deal with managerial
level if any escalation needed.
Remote Technical Support:
- Responsible to provide first level support directly to end user for Lenovo personal computers
mainly on desktop and notebook.
- Identifies, diagnoses, processes and resolves level one problems for end user and escalate
problems to level two if required
- Determine hardware, software or network problem to provide appropriate solution to
customer.
- To study the architecture and new technology of personal computer such as desktop and
notebook
- To learn, research and adapt with new internet and computer technologies and new problem
rising from time to time
- To communicate solutions to end-user on the IBM/Lenovo OEM operating system issues for
Windows XP, Vista and soon to be implemented Windows 7.
- Provides problem resolution for Lenovo software; Thinkvantage software/application bundled
in IBM/Lenovo OEM Operating System
- Providing support, including procedural, documentation;
- Maintain accurate documentation of all actions in the service ticket supported.
- Responsible to response within agreed time limits to customer
- Working continuously on a task until completion (or referral to third parties, if appropriate);
- Prioritizing and managing several open cases at one time.
- Rapidly establishing a good working relationship with other professionals (e.g., contract
businesses) in order to make necessary repairs;
- Testing and evaluating new technology

6. - Liaising with onsite engineer in delivering satisfactory support to customer.
CONTRIBUTION:
- Contributing by proactively assisting the supported account to meet Service Level Agreement
- An agent with the highest call taker.
- Proactively practice the new implemented process from time to time.
- Being a role model among peers to show creditability, technical knowledgeable, positive
attitude, discipline, and eagerness to learn something new.
EXPERIENCES GAINED:
- Learnt the most valuable knowledge mainly in technical, soft skill and indirectly in
management.
- Improvement in communication skill by communicating with few different levels of people
from corporate user to end user.
- Understand the cross culture from another region and pattern of customer's need to strive.
- Learnt working in stressful environment at the same to complete task within specific time
frame.
REASON FOR LEAVING:
- Seek for better career advancement opportunities and exposure.
ACCOMPLISHMENT:
- Has been rewarded with 'WOW' certificate as providing satisfactory support to customer.
Sep 2004 - March 2005

7. SKILL & CERTIFICATION
(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic
functionalities; Beginner - Just started using or learning the skill)
Skill Years Proficiency
---------------------------------------------------------------------------------------------------------
Troubleshooting 3 Advanced
Technical Support 3 Advanced
Windows XP, Vista, Windows 7 3 Advanced
Project Management 2 Intermediate
Windows server 2003 1 Beginner
SMS 1 Beginner
Active Directory 1 Beginner
System Center Configuration Manager 2007 1 Beginner
CERTIFICATION:
- Attended Installing & Configuring Windows 7 Client and Windows 7, Enterprise Desktop
Support Technician (12th June – 10th July 2010)
- Attended IELTS training (20th November – 4th December 2010)
- Attended English Accent neutralization
- Attended Planning, Deploying, and Managing Microsoft System Center Configuration
Manager 2007 (19th February – 5th March)
- Attended Team Leader Development Skill (2nd & 3rd June 2011)
- Certified with ITIL® Foundation Certificate in IT Service Management (2013)
Languages
(Proficiency: 0=Poor - 10=Excellent)
Language Spoken Written
-------------------------------------------------------------------------------------
English 8 7
Bahasa Malaysia 9 8

8. Additional Info
OBJECTIVE:
- Aim to succeed in a stimulating and challenging environment, building the success of the
company while I experience advancement opportunities.
- I want a highly rewarding career where I can use my skills and knowledge to help the
company and my coworkers be successful.
- Aim to apply my past experience and education to help the company meet and surpass its
goals.
PERSONAL TRAITS AND ATTITUDE:
-Self-motivated, Fast-learner ,Hard-working, Punctual
-Pleasant appearance , Dynamic team player and sense of responsibility
-Excellent skills in communication and collaboration
-Good professional, positive attitude and a strong work ethic
-Strong verbal and written communication skills
-Good project management, meticulous attention to detail and good time management
-Ability to work independently with little or no supervision.
-Good ability in multi-tasking, adaptive to fast-paced and changing environment.
-Excellent cross-cultural communication skills
-Passion for continuous learning and personal growth
-Highly motivated and driven, with strong desire to excel
-Demonstrated skills to answer technical questions with different degrees of computer skills
-Willingness to learn new things and work well with others