This resume is for CHAU KEK VOON, a 33-year-old Malaysian citizen with over 10 years of experience in technical support and software engineering roles. He has a Bachelor's degree in Computing and various technical certifications. His experience includes positions at companies in banking, insurance, shipping, and supply chain industries. He has a history of leading technical support teams and providing customer service. The resume outlines his educational background, employment history describing responsibilities at each role, and achievements.
This curriculum vitae outlines Padma Jalneela's career history and qualifications. She has over 8 years of experience in IT, ITES, and BPO industries, including roles in customer service, operations management, and technical support. Her experience includes managing service desks and incident response teams. She also has experience resolving customer complaints and issues to ensure quality service. She holds an ITIL foundation certificate and degrees including an M.Com.
Provide first level remote help desk supportGera Paulos
The document provides guidance on how to provide detailed client support for a technical problem by outlining 7 key steps:
1. Determine the nature of the problem and describe what is lacking to solve it.
2. Research and determine a possible solution, listing any required hardware, software, or training.
3. Discuss the suggested solution with others and seek approval to implement it.
4. Implement the approved solution.
5. Create documentation about the new system for the client.
6. Provide face-to-face instruction to the client based on the documentation.
7. Create a feedback form and seek client feedback on the instruction to identify areas for improvement.
S. Ramaswamy is seeking a position that allows him to adapt to changing technologies and environments while helping an organization achieve its goals. He has over 15 years of experience in IT, telecom, capital markets, and quality assurance. His experience includes roles as a defect manager, branch manager, change and incident manager, quality controller, and technical support executive. He has a master's degree in business administration with a focus on HR and finance.
Dedicated Offshore Development Centers: a popular trend in outsourcingSoftheme
The document discusses offshore dedicated centers (ODCs) as an outsourcing model where a vendor sets up a dedicated development team at their premises to work on a client's projects. It outlines the benefits of ODCs, such as reduced costs and focus on core business, and challenges like communication difficulties. It also describes typical ODC setup steps, operational models, budget components and service levels.
This document discusses offshore development centers (ODC) and their benefits, features, challenges, and creation process. Key points include:
ODCs allow companies to outsource software development projects to reduce costs compared to onshore labor or full-time development teams. They provide quick setup and cancellation without long-term investments.
ODCs function as a technology extension of the customer's main facility, allowing customers to focus on their business while administrative tasks are handled by the outsourcing vendor. Customers maintain 100% ownership of projects.
Challenges include the need for intensive communication due to distance, regular assessment and HR adjustments of remote teams, and potential differences in language and business domain knowledge. Establishing processes
Illinois Technology Association Tech TalkKaitlin Arntz
This presentation covers how to build a real-time predictive analytics and decision platform, how to effectively use functional programming to solve business needs, and provides examples of analytics in action driving results.
An experience is a personal and emotional event we remember. Every experience is established based upon pre-determined expectations we conceive and create in our minds. It’s personal, and therefore, remains a moving and evolving target in every scenario. When our experience concludes and the moment has passed, the outcome remains in our memory. Think about what makes you happy when connecting with your own device and then think about what makes you really upset when things are hard, complicated, and slow. If the user has a bad experience in anyone of these areas (simple, fast, and smart), they are likely to leave, share their negative experience, and potentially never return. Users might forget facts or details about their computing environment but they find it difficult to forgot the feeling behind a bad network experience. When something goes wrong with the network or an application, do you always get the blame?
This document is a curriculum vitae for Vaibhav Sawant that summarizes his career experience and qualifications. It highlights over 8 years of experience in service delivery and continuous service improvement, including his current role as a Major Incident Manager at Tata Consultancy Services. It also lists his ITIL and Lean Six Sigma certifications as well as a Bachelor's degree in Computer Science.
This curriculum vitae outlines Padma Jalneela's career history and qualifications. She has over 8 years of experience in IT, ITES, and BPO industries, including roles in customer service, operations management, and technical support. Her experience includes managing service desks and incident response teams. She also has experience resolving customer complaints and issues to ensure quality service. She holds an ITIL foundation certificate and degrees including an M.Com.
Provide first level remote help desk supportGera Paulos
The document provides guidance on how to provide detailed client support for a technical problem by outlining 7 key steps:
1. Determine the nature of the problem and describe what is lacking to solve it.
2. Research and determine a possible solution, listing any required hardware, software, or training.
3. Discuss the suggested solution with others and seek approval to implement it.
4. Implement the approved solution.
5. Create documentation about the new system for the client.
6. Provide face-to-face instruction to the client based on the documentation.
7. Create a feedback form and seek client feedback on the instruction to identify areas for improvement.
S. Ramaswamy is seeking a position that allows him to adapt to changing technologies and environments while helping an organization achieve its goals. He has over 15 years of experience in IT, telecom, capital markets, and quality assurance. His experience includes roles as a defect manager, branch manager, change and incident manager, quality controller, and technical support executive. He has a master's degree in business administration with a focus on HR and finance.
Dedicated Offshore Development Centers: a popular trend in outsourcingSoftheme
The document discusses offshore dedicated centers (ODCs) as an outsourcing model where a vendor sets up a dedicated development team at their premises to work on a client's projects. It outlines the benefits of ODCs, such as reduced costs and focus on core business, and challenges like communication difficulties. It also describes typical ODC setup steps, operational models, budget components and service levels.
This document discusses offshore development centers (ODC) and their benefits, features, challenges, and creation process. Key points include:
ODCs allow companies to outsource software development projects to reduce costs compared to onshore labor or full-time development teams. They provide quick setup and cancellation without long-term investments.
ODCs function as a technology extension of the customer's main facility, allowing customers to focus on their business while administrative tasks are handled by the outsourcing vendor. Customers maintain 100% ownership of projects.
Challenges include the need for intensive communication due to distance, regular assessment and HR adjustments of remote teams, and potential differences in language and business domain knowledge. Establishing processes
Illinois Technology Association Tech TalkKaitlin Arntz
This presentation covers how to build a real-time predictive analytics and decision platform, how to effectively use functional programming to solve business needs, and provides examples of analytics in action driving results.
An experience is a personal and emotional event we remember. Every experience is established based upon pre-determined expectations we conceive and create in our minds. It’s personal, and therefore, remains a moving and evolving target in every scenario. When our experience concludes and the moment has passed, the outcome remains in our memory. Think about what makes you happy when connecting with your own device and then think about what makes you really upset when things are hard, complicated, and slow. If the user has a bad experience in anyone of these areas (simple, fast, and smart), they are likely to leave, share their negative experience, and potentially never return. Users might forget facts or details about their computing environment but they find it difficult to forgot the feeling behind a bad network experience. When something goes wrong with the network or an application, do you always get the blame?
This document is a curriculum vitae for Vaibhav Sawant that summarizes his career experience and qualifications. It highlights over 8 years of experience in service delivery and continuous service improvement, including his current role as a Major Incident Manager at Tata Consultancy Services. It also lists his ITIL and Lean Six Sigma certifications as well as a Bachelor's degree in Computer Science.
Kevin Thomas is a conscientious leader with over 20 years of experience managing teams and delivering IT solutions. He is currently working to define new business processes at Clydesdale Bank. Previously he was a Team Lead at IBM, overseeing a team providing application support. He has a range of technical skills including programming languages, databases, and ITSM tools.
This document provides information about setting up and managing a help desk to provide first level remote support. It discusses key terms related to client support and help desks. It explains the different roles and responsibilities within a help desk support system. These include first, second, and third level support technicians who handle issues escalated from previous tiers. The document also outlines important hard skills like technical expertise and soft skills like communication that help desk technicians require to effectively support clients remotely.
Vivek Sharma has over 9 years of experience in IT service management roles, including currently working as an ITSM Process Consultant at HCL Technologies where he manages a team of 12 members supporting global service management environments. He has ITIL and CCNA certifications and has experience leading incident, problem, and change management processes for clients like Deutsche Bank and IBM. The document provides details of his work history, roles, responsibilities, and qualifications.
Puneeth T is a service management and administration professional with 9 years of experience in customer service, operations management, and technical support. He currently works as a subject matter expert for IBM, providing guidance on incident and problem management processes for 13 clients. Previously he has worked for Dell, AOL, and other companies in technical support and customer service roles. Puneeth holds an ITIL and CCNA certification and is proficient in English, Hindi, Kannada, Telugu, and Tamil.
Easycom Japan Philippines Inc. has submitted a proposal to set up an offshore development center for a client. The proposal outlines their services, including project management, HR management, facilities, and payroll. It discusses benefits of offshoring to the Philippines such as lower costs, skilled workforce, and cultural affinity. The proposal provides options of developing a dedicated offshore development center, project-based work, or opening a branch office. It includes a recruitment process, sample job descriptions, pricing structure and payment terms. The client is asked to accept the proposal, provide initial payment and schedule a project meeting to begin work.
The document discusses altering the training process at ABC Pest Control by implementing mock calls into training. Currently, calls are not properly documented, creating issues for customer service representatives. The presentation recommends recording mock calls and designating an area for training sessions to familiarize employees with the new documentation process. A survey of employees found that implementing mock calls was the preferred strategic option over alternatives like hiring more representatives or investing in automated phone systems. The final recommendation is to record mock calls to use for weekly training and as a reference for handling different call types.
Based on our survey with our customers and potential customer’s worldwide, these are some of the pain points identified in an onshore-offshore model of development. They may or may not be applicable to all clients, but every offshore implementation would want to improve some aspects as mentioned in this article. TAlso mentioned are the solutions which The Digital Group provided in each of these scenarios.
This document provides an overview of options for offshoring IT activities to India. It discusses offshore development center (ODC) models and their advantages, limitations, and challenges. It also outlines Sanganak Software Services' capabilities and approach to setting up an ODC for clients in India over the past 10 years. The document proposes a four-phase Offshoring Maturity Model to establish an independent ODC in 1-2 years with decreasing dependence on Sanganak. Engagement models of advisory and turn-key support for ODC setup are also presented.
Lovangika Jain is seeking a career in Information Technology with over 9 years of experience in customer service, training, and operations roles. She has worked for HCL Technologies, Dell International Services, and Wipro BPO in technical support, incident management, and resolving hardware and software issues. She has a B.Tech in Electronics and Communication and is ITIL certified.
The document outlines good practice discussion topics for an IT organization meeting, including user support, change management, self-service, SLAs, metrics, customer feedback, and problem management. For each topic, example questions are provided to facilitate discussion on best practices. Responses from previous discussions are also summarized, highlighting various effective strategies organizations employ in these areas, such as first call resolution training, approval workflows, service catalogs, dashboard reporting, surveys, and root cause analysis.
This document contains the resume of Titus Njuhigu, who has over 10 years of experience in quality assurance, project management, and IT roles at companies like Equity Bank of Kenya. His experience includes roles like business test lead, project manager, incident and change management, and he has various technical skills and qualifications in areas like software testing, IT service management, and clinical medicine. The resume provides details on his education, work experience, skills, qualifications, and references.
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesMetricNet
This document provides an overview of best practices for service desks. It discusses key performance indicators (KPIs) that are commonly used to measure service desk performance. The document emphasizes that while measurement of KPIs is important, analysis and action are also needed to improve performance. It presents a model for service desk best practices that includes strategy, metrics, human resources, and marketing. Benchmarking data from over 3,000 service desks is also referenced to illustrate industry standards and best-in-class levels of performance.
Establishing an offshore development center ver4dMark Werwath
The document discusses the process of establishing an offshore development center in India. Some key points:
- The company needed to hire 50-60 people but was facing challenges doing so in the US. They decided to open an offshore development center (ODC) in India to access a large, low-cost talent pool.
- After researching locations like Ireland, Singapore and India, they decided on Pune, India which had a large skills base and lower costs than major cities. They subcontracted an Indian firm to help set up the ODC.
- Setting up the ODC involved many considerations around location, hiring, facilities, legal and security issues. The ODC opened on time and under budget and
The document is a resume for Zodwa Maseko. It includes her contact information, objectives, work experience history from 2015 to present as a Software Support and Test Analyst for Nashua Mobile and from 2012 to 2014 also as a Software Support and Test Analyst for Nashua Mobile. It also lists her education including a Diploma in Information Technology from UNISA from 2013 to present and a Diploma in Assistant Accounting from Boston Business College in 1999.
Offshore development center (odc) setup up by faichi solutions - Case StudyFaichi Solutions
Faichi Solutions proposes setting up an offshore development center (ODC) in India for a California-based client that develops interactive whiteboard technology. The client faces challenges around team expansion, engagement models, and technical expertise. Faichi recommends a cost-plus ODC model where the client has full control and flexibility over hiring, resources, culture and more. This model provides transparency into costs with no hidden fees. The outcome was a cohesive team using Agile methods to develop modules aligned with the client's business needs.
Companies tasked with delivering an exceptional customer experience need to attract and hire high-performing, skilled contact center agents. This presentation describes innovations in attracting, selecting and retaining agents that are likely to perform well. Guest analyst presenter Keith Dawson sets the stage for the importance of a superior hiring strategy in the agent lifecycle.
Anil Kumar is seeking a position in a growth-oriented organization where he can utilize his experience in IT operations, project management, asset management, vendor management, and more. He has over 10 years of experience managing IT operations and infrastructure projects for GE across various business units in India. His responsibilities have included managing teams, assets, vendors, and ensuring high levels of customer satisfaction. He holds a Bachelor's degree in Business Administration and various technical certifications.
The document summarizes Wayne State University's enhanced withdrawal process, which aims to reduce course withdrawals and their negative impacts. It implemented SMART Checks that require students to meet with advisors and review the academic and financial consequences before withdrawing. Initially sessions were in-person but an online option was later added for convenience. Evaluation found the new process helped inform students and reduced withdrawals, though wait times were initially long. The university plans to continue analyzing withdrawal data to identify patterns and improve outreach.
M.Yashish Kumar is a B.Tech graduate from Vignan Institute of Technology & Science with over 7 years of experience working in incident and program management roles. He is currently working as an Incident/Client Support Manager for Tek Systems supporting their client AT&T. His skills include SQL, networking, ITIL, and infrastructure technologies like Unix, servers, VMware, email/messaging, and networking. He aims to take on challenging jobs to further his career while helping organizations achieve their goals.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
Kevin Thomas is a conscientious leader with over 20 years of experience managing teams and delivering IT solutions. He is currently working to define new business processes at Clydesdale Bank. Previously he was a Team Lead at IBM, overseeing a team providing application support. He has a range of technical skills including programming languages, databases, and ITSM tools.
This document provides information about setting up and managing a help desk to provide first level remote support. It discusses key terms related to client support and help desks. It explains the different roles and responsibilities within a help desk support system. These include first, second, and third level support technicians who handle issues escalated from previous tiers. The document also outlines important hard skills like technical expertise and soft skills like communication that help desk technicians require to effectively support clients remotely.
Vivek Sharma has over 9 years of experience in IT service management roles, including currently working as an ITSM Process Consultant at HCL Technologies where he manages a team of 12 members supporting global service management environments. He has ITIL and CCNA certifications and has experience leading incident, problem, and change management processes for clients like Deutsche Bank and IBM. The document provides details of his work history, roles, responsibilities, and qualifications.
Puneeth T is a service management and administration professional with 9 years of experience in customer service, operations management, and technical support. He currently works as a subject matter expert for IBM, providing guidance on incident and problem management processes for 13 clients. Previously he has worked for Dell, AOL, and other companies in technical support and customer service roles. Puneeth holds an ITIL and CCNA certification and is proficient in English, Hindi, Kannada, Telugu, and Tamil.
Easycom Japan Philippines Inc. has submitted a proposal to set up an offshore development center for a client. The proposal outlines their services, including project management, HR management, facilities, and payroll. It discusses benefits of offshoring to the Philippines such as lower costs, skilled workforce, and cultural affinity. The proposal provides options of developing a dedicated offshore development center, project-based work, or opening a branch office. It includes a recruitment process, sample job descriptions, pricing structure and payment terms. The client is asked to accept the proposal, provide initial payment and schedule a project meeting to begin work.
The document discusses altering the training process at ABC Pest Control by implementing mock calls into training. Currently, calls are not properly documented, creating issues for customer service representatives. The presentation recommends recording mock calls and designating an area for training sessions to familiarize employees with the new documentation process. A survey of employees found that implementing mock calls was the preferred strategic option over alternatives like hiring more representatives or investing in automated phone systems. The final recommendation is to record mock calls to use for weekly training and as a reference for handling different call types.
Based on our survey with our customers and potential customer’s worldwide, these are some of the pain points identified in an onshore-offshore model of development. They may or may not be applicable to all clients, but every offshore implementation would want to improve some aspects as mentioned in this article. TAlso mentioned are the solutions which The Digital Group provided in each of these scenarios.
This document provides an overview of options for offshoring IT activities to India. It discusses offshore development center (ODC) models and their advantages, limitations, and challenges. It also outlines Sanganak Software Services' capabilities and approach to setting up an ODC for clients in India over the past 10 years. The document proposes a four-phase Offshoring Maturity Model to establish an independent ODC in 1-2 years with decreasing dependence on Sanganak. Engagement models of advisory and turn-key support for ODC setup are also presented.
Lovangika Jain is seeking a career in Information Technology with over 9 years of experience in customer service, training, and operations roles. She has worked for HCL Technologies, Dell International Services, and Wipro BPO in technical support, incident management, and resolving hardware and software issues. She has a B.Tech in Electronics and Communication and is ITIL certified.
The document outlines good practice discussion topics for an IT organization meeting, including user support, change management, self-service, SLAs, metrics, customer feedback, and problem management. For each topic, example questions are provided to facilitate discussion on best practices. Responses from previous discussions are also summarized, highlighting various effective strategies organizations employ in these areas, such as first call resolution training, approval workflows, service catalogs, dashboard reporting, surveys, and root cause analysis.
This document contains the resume of Titus Njuhigu, who has over 10 years of experience in quality assurance, project management, and IT roles at companies like Equity Bank of Kenya. His experience includes roles like business test lead, project manager, incident and change management, and he has various technical skills and qualifications in areas like software testing, IT service management, and clinical medicine. The resume provides details on his education, work experience, skills, qualifications, and references.
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesMetricNet
This document provides an overview of best practices for service desks. It discusses key performance indicators (KPIs) that are commonly used to measure service desk performance. The document emphasizes that while measurement of KPIs is important, analysis and action are also needed to improve performance. It presents a model for service desk best practices that includes strategy, metrics, human resources, and marketing. Benchmarking data from over 3,000 service desks is also referenced to illustrate industry standards and best-in-class levels of performance.
Establishing an offshore development center ver4dMark Werwath
The document discusses the process of establishing an offshore development center in India. Some key points:
- The company needed to hire 50-60 people but was facing challenges doing so in the US. They decided to open an offshore development center (ODC) in India to access a large, low-cost talent pool.
- After researching locations like Ireland, Singapore and India, they decided on Pune, India which had a large skills base and lower costs than major cities. They subcontracted an Indian firm to help set up the ODC.
- Setting up the ODC involved many considerations around location, hiring, facilities, legal and security issues. The ODC opened on time and under budget and
The document is a resume for Zodwa Maseko. It includes her contact information, objectives, work experience history from 2015 to present as a Software Support and Test Analyst for Nashua Mobile and from 2012 to 2014 also as a Software Support and Test Analyst for Nashua Mobile. It also lists her education including a Diploma in Information Technology from UNISA from 2013 to present and a Diploma in Assistant Accounting from Boston Business College in 1999.
Offshore development center (odc) setup up by faichi solutions - Case StudyFaichi Solutions
Faichi Solutions proposes setting up an offshore development center (ODC) in India for a California-based client that develops interactive whiteboard technology. The client faces challenges around team expansion, engagement models, and technical expertise. Faichi recommends a cost-plus ODC model where the client has full control and flexibility over hiring, resources, culture and more. This model provides transparency into costs with no hidden fees. The outcome was a cohesive team using Agile methods to develop modules aligned with the client's business needs.
Companies tasked with delivering an exceptional customer experience need to attract and hire high-performing, skilled contact center agents. This presentation describes innovations in attracting, selecting and retaining agents that are likely to perform well. Guest analyst presenter Keith Dawson sets the stage for the importance of a superior hiring strategy in the agent lifecycle.
Anil Kumar is seeking a position in a growth-oriented organization where he can utilize his experience in IT operations, project management, asset management, vendor management, and more. He has over 10 years of experience managing IT operations and infrastructure projects for GE across various business units in India. His responsibilities have included managing teams, assets, vendors, and ensuring high levels of customer satisfaction. He holds a Bachelor's degree in Business Administration and various technical certifications.
The document summarizes Wayne State University's enhanced withdrawal process, which aims to reduce course withdrawals and their negative impacts. It implemented SMART Checks that require students to meet with advisors and review the academic and financial consequences before withdrawing. Initially sessions were in-person but an online option was later added for convenience. Evaluation found the new process helped inform students and reduced withdrawals, though wait times were initially long. The university plans to continue analyzing withdrawal data to identify patterns and improve outreach.
M.Yashish Kumar is a B.Tech graduate from Vignan Institute of Technology & Science with over 7 years of experience working in incident and program management roles. He is currently working as an Incident/Client Support Manager for Tek Systems supporting their client AT&T. His skills include SQL, networking, ITIL, and infrastructure technologies like Unix, servers, VMware, email/messaging, and networking. He aims to take on challenging jobs to further his career while helping organizations achieve their goals.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
Shilpa has over 7 years of experience in project management, operations management, and customer support roles. She has a diploma in Electronics and Communication and certifications in Prince 2 Foundation and MS Projects. She is skilled in SAP GUI R3, c-Projects, and Macros. Her experience includes managing projects for Silicon Valley Bank, KPN BV, Dell India, Wipro Infotech, and Optimetrix Integration. She has expertise in areas like resource management, process improvement, financial monitoring, compliance, and customer satisfaction. She has received several rewards and recognitions for her work.
Jayan Pallath Vijayan has over 1.2 years of experience in IT with a focus on application support and customizations in Oracle SQL, Sybase, PL/SQL, Perl scripting and UNIX. He has a diploma in Automation and Communication Electronics from Republic Polytechnic. His current role is as a Senior System Analyst at Cognizant Technology Solutions providing support to UBS for their wealth management and payments processing systems using tools like WRQ reflection, Toad and SQLAdvantage. Previously he worked as an Engineering Specialist in the sputter maintenance department at Seagate Technologies.
Saurabh Sanwal has over 11 years of experience in IT infrastructure service management and service delivery. He has expertise in ITSM frameworks, service desk operations management, and people management. Some of his responsibilities have included managing incident management operations, performing incident reviews and reports, chairing RCA meetings, and ensuring service management actions are tracked to closure. He has worked for HCL Technologies and Singapore Exchange in various process consultant and management roles.
K V Sarath Chandra Mouli has over 10 years of experience in IT service management roles including incident manager, team leader, and project consultant. He currently works as an incident management team leader at HP Enterprise, handling priority 1 and 2 incidents. Previously he has worked at Bank of America as a project consultant handling change management, incident management, and resource management. He holds an MSc in Computer Science and several IT service management certifications.
Vikneswary is a 28-year-old Malaysian citizen of Indian ethnicity. She has 9 years of experience in customer service and service desk roles. Currently she works as a Senior Service Desk Analyst at Xchanging Malaysia, where her responsibilities include managing tickets, producing reports, training staff, and leading a team. Previously she worked at SRG Asia Pacific in customer service and later as a team leader assistant. She holds a Diploma in Business Management and is proficient in IT services tools like BMC Remedy, ITSM and OTRS. Vikneswary is looking to earn a higher salary of RM 4,500 monthly and has references from her past managers.
Vinay S. Gowda is seeking a position that utilizes his skills and experience in incident management and customer service. He has over 10 years of experience working for Accenture, first as a subject matter expert helping to meet key performance indicators and resolve escalated customer issues, and currently as a shift operations shift lead managing critical incidents. He holds a B.Com degree and certifications in computer fundamentals and ITIL V3 foundations. He is proficient in Kannada, English, and typing.
The document contains the resume of Akshatha Naresh, who has nearly 9 years of experience in operations management, escalation management, SLA management, and other areas. She is currently an Assistance Operations Manager at Dimension Data India Ltd., where she handles a team of 51 engineers and is responsible for meeting SLAs, training staff, and implementing process improvements. The resume provides details of her work experience, qualifications, skills, and accomplishments.
The document contains details of Vikneswary Raveen Ran including her personal information, qualifications, work experience as a Senior Service Desk Analyst and Customer Service Professional, skills, courses attended, and references. Vikneswary has over 5 years of experience in customer service and IT support roles, currently working as a Senior Service Desk Analyst at Xchanging Malaysia where she manages incident tickets and acts as a supervisor for an LTE project. She is seeking a salary of RM4000 per month and has experience working in team environments and handling customer issues.
Prabu Yoharasah is seeking a challenging position that utilizes his extensive experience in areas such as risk management, training, projects, operations, and process improvement. He has over 10 years of experience in roles such as Operations Support Lead at HP and Customer Lifecycle Management Administrator at Agilent Technologies, where he was responsible for tasks like workload balancing, queue management, incident and problem management, and ensuring customer satisfaction. Prabu holds a Master's Degree in Business Administration from Dublin Metropolitan University and has received recognition as an HSBC-HDPM Best Global Resourcing 100 Club Winner.
This document provides a summary of Hemant Tiwari's qualifications for an IT service management role. It summarizes his nearly 4 years of experience in service management, operations, resourcing, training and communications planning. It also lists his technical skills including experience with MS Office, Webex, Maximo, ISM, Citrix, ServiceNow and TSO. His past work experience includes over 4 years with IBM and Barclays in roles such as Change Manager, Senior Operations Professional, and Process Advisor focused on incident management, change management and customer support.
Sanjit Mitra is seeking a position in operations management, incident management, problem management, or client relationship management. He has over 10 years of experience in technical operations, service delivery, support management, and service management. Currently he is the Service Assurance Manager for Citibank covering multiple regions. Previously he held roles such as Major Incident/Problem Manager and Windows Server Administrator. He has expertise in areas such as IT service management, availability management, and IT service continuity. He is proficient in various technologies, tools, and frameworks including ServiceNow, Remedy, ITIL, and ISO standards.
This document provides a summary of Pradeep Asalkar's professional experience. He has over 8 years of experience in client servicing for leading organizations in the service industry. His expertise includes ITIL service management and experience managing teams and clients in a B2B environment. Currently he works as a Senior Executive at Wipro BPO providing support for Microsoft Office 365 Exchange Online.
KRSN Sastry has over 8 years of experience in IT infrastructure management, operations management, and incident management. He is currently working as a team lead at CMS, where he manages a desktop support team of 40 engineers. Previously he has worked as a program manager at Inknowtek, managing a team of 60 engineers providing EUS services. He has also worked as an incident manager at Wipro for 6 years, managing teams of 30 engineers supporting over 800 clients across India and the Middle East.
The role of Senior System Engineer at the Telethon Institute for Child Health Research is summarized in 3 sentences:
The Senior System Engineer is responsible for the technical design, implementation, and performance tuning of mission critical enterprise systems. They serve as the technical lead and subject matter expert for system administration, providing timely advice to management on technologies. Key responsibilities include customer service, technical support as the third point of escalation, system administration, project work, and documentation.
- The candidate has over 4 years of experience in IT service management, including roles as an incident manager, change manager, and process advisor.
- Core competencies include project and incident management, problem analysis, strong communication and relationship building skills, and knowledge of ITIL frameworks.
- Technical skills include Microsoft Office, WebEx, Maximo, ServiceNow, and other configuration management tools.
- The candidate is seeking a challenging role in IT service management, preferably in the service industry.
The document contains a resume for V Murali Krishnan outlining his objective to contribute to organizational growth and career development. It details his experience as a Critical Incident Manager and Situation Manager at HCL Technologies and Hewlett Packard, respectively, where he was responsible for incident management, service restoration, and ensuring SLAs. The resume also lists his education and personal details.
Pravallika P provides her resume detailing her objective, qualifications, and professional experience. She has over 8 years of experience in project management and PMO roles. Her experience includes working for GapBridge, Tekflair, and Control Components Inc in various project coordinator and PMO roles. She is proficient in tools like SAP and Clarity OnePPM and seeks to update her skills in a challenging role that allows growth.
This job posting is for a Quality Assurance Tester position with a dental software company located in BC, Canada. Responsibilities include designing and debugging SQL queries, procedures and functions. The role involves interpreting issues reported by clients, documenting resolutions, and providing second or third
Similar to KV_ResumeAttachment_Updated 24112015 (20)
1. CHAU KEK VOON
RESUME
Personal Particular
Name : CHAU KEK VOON
Nickname : KV
DOB : 10 Dec 1982
Age : 33
Gender : Male
Marital Status : Single
Race : Chinese
Nationality : Malaysian
Contact Number : 017 - 2910757
E-mail : ckv007@hotmail.com; ckv007@gmail.com
Current Location : Cheras, Kuala Lumpur
Language Spoken : English, Malay, Mandarin, Cantonese
Language Written : English, Malay, Chinese
Job Preference
Specialization Area : Technical, Software, Application, Support
Position Level : Senior/Team Lead Level
Preferred Location : Kuala Lumpur ONLY
Preferred Employment Type : Permanent, Full Time
Educational Background
Year Of Study : 2004 - 2005
Name Of Institute : Staffordshire University, UK / APIIT, TPM
Level : Bachelor Science (Honours) in Computing
Overall Result : Second Class Honours: 1st
Division
Year Of Study : 2002 - 2004
Name Of Institute : Asia Pacific Institute of Information Technology (APIIT), KL
Level : Higher Diploma in Computer System
Overall Result : Pass
Year Of Study : 2001 - 2002
Name Of Institute : Asia Pacific Institute of Information Technology (APIIT), KL
Level : Diploma in Computing & Information Technology
Overall Result : Pass
Year Of Study : 1999 - 2000
Name Of School : SMK Datok Lokman, KL
Level : SPM
Overall Result : Grade C
Page 1 of 11
2. CHAU KEK VOON
Year Of Study : 1995 - 1998
Name Of School : SMK Datok Lokman, KL
Level : PMR
Certification : Technical Assistant for MPP ICAO (Jabatan Imigresen Malaysia)
Year Obtain : 2010
Certification : Programming with C# (Microsoft)
Year Obtain : 2006
Certification : UBS Accounting Software
Year Obtain : 2002
Employment History
Total Number of Years’ Experience: 10
Current Employment
Company : E2open Development Corporation
Industry : Supply Chain/Software Solution
Position : Customer Success Engineer, Senior
Duration of Employment: August 2015 - Present
Work Description :
• Provide technical consultation and sharing of best practices.
• Performing trouble-shooting, maintenance and support services to
application systems used by the region.
• Initiate Problem Management activities by providing analysis of live
issues to determine root cause and working with the relevant
developers to ensure effective resolution. All live issues are to be
prioritized and progressed through to resolution and to contribute to
the identification of problems that are creating multiple and regular
incidents.
• These incidents should be reviewed by Director of CSE on weekly
basis.
• Weekly ticket review with L2 support to ensure all tickets are
handling in a proper way & no aging tickets
• Lead, coach, train, guide new members on the supply chain system
& resolution on the incident tickets.
• On-call support for 24 hours, 7 days
• Holding few customers account to ensure customers are success,
happy & satisfy with our solution.
Reason of Leaving :
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3. CHAU KEK VOON
• Lack of opportunity to explore my idea, opinion
Past Employment
Company : SCOPE International Standard Chartered
Industry : Banking/Finance
Position : Support Analyst, Senior
Duration of Employment: March 2014 – August 2015
Work Description :
• Provide technical consultation and sharing of best practices.
• Performing trouble-shooting, maintenance and support services to
application systems used by the region.
• Initiate Problem Management activities by providing analysis of live
issues to determine root cause and working with the relevant
developers to ensure effective resolution. All live issues are to be
prioritized and progressed through to resolution and to contribute to
the identification of problems that are creating multiple and regular
incidents.
• Ensure all subject matter is relayed in a timely manner and acted
upon conscientiously.
• Liaise with business units and encourage them to consider and
appreciate strengths and weaknesses of Information Technologies.
• Reduce the average resumption time of sev 2 incidents by 50%
• No aging ticket (not > 20 days)
• 98% meeting SLA
• Tickets resolved should not reoccur. The fix provided must be a
complete fix and not just to resume services.
• These incidents should be reviewed by Support Lead/Managers on
weekly basis.
• Ensure detailed tests are done
• Appropriate parties to do the patching and verify (ensure maker &
checker process)
• All sev 3 tickets should be accepted with assignee name in 4
working hours.
• All problem related e-mail should response within same working day.
• Discussion detail must update to "log" in remedy for tracking
purpose.
• End-to-end involvement in all critical and high sev
• All RCA action items are closed as per the target dates
• Prevent outages from recurring through proactive monitoring and
implementation of work around or strategic solutions identified during
the RCA.
• Inconclusive RCA should not be > 1% of the total ticket.
• Improve post mortem efficiency by having post mortem conducted
for all high severity incidents with less than 5% on "Unknown" root
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4. CHAU KEK VOON
cause
• To identifying SIP
• To implement SIP :
• After implement the SIP, no recurring Sev 3 due to same root cause
• Implementing monitoring tool to prevent unnecessary failure
• Implementing FAQ to reduce business query ticket
• Reduce the service requests that are currently manual and can be
automated. (Exclude business query)
• Zero high severity incident caused by changes implement by PSS
team
• All Post Mortem actions to be completed by the agreed/committed
date
• Have <5% Sev 3 incidents caused by changes implement by PSS
team
• No customer impacting incidents caused by Change implement by
PSS team
• No variance cause by PSS
• No overdue risk item
• All change requests submitted with full details & on time for Retail
CAB/ECRB approval with no chasing!
• Ensure 100% project to PSS engagement
• Eliminate all outages due to housekeeping issue including disk
space, files full, etc
• Eliminate unnecessary failure due to capacity issue
• To work as One-technology team to ensure better services are
granted to our business
• To think business and understand the impact to Front Line business
on our delivery
• Provide a "one stop" end-to-end resolution to customer request in
resolving ticket
• Accurate remedy data, Document ASRM, WIG & AIG
• Provide guidance / skill transfer to other peer in your team
• Actively engaged with L1 to improve PSS staff efficiency through
training and regular reviews
• Having knowledge on ITIL such as incident management, problem
management, request management, change management, capacity
management, operation level agreement (OLA) & service-level
management (SLA).
Achivement :
• No Sev 2 ticket being raised by users, reduce Sev 2 ticket being
generated by the system
• No aging ticket which more than 20 days, all tickets are solved within
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5. CHAU KEK VOON
SLA & ticket closed on 3 - 5 days.
Reason of Leaving :
• Frequently work on Weekend & Public Holiday for long hours.
• There isn’t room for me to growth.
Company : Ace Asia Pacific
Industry : Insurance
Position : Application Support Executive, Junior
Duration of Employment: July 2013 - February 2014
Work Description :
• Provide technical consultation and sharing of best practices.
• Performing trouble-shooting, maintenance and support services to
application systems used by the region.
• Initiate Problem Management activities by providing analysis of live
issues to determine root cause and working with the relevant
developers to ensure effective resolution. All live issues are to be
prioritized and progressed through to resolution and to contribute to
the identification of problems that are creating multiple and regular
incidents.
• Ensure all subject matter is relayed in a timely manner and acted
upon conscientiously.
• Provide technical subject matter expertise to the team during
escalations.
• Drive overall improvement: compliance to quality process, incident
management, escalate issues like false alerts, tickets, flooding, tools
outage, etc to developers, own and ensure the escalation process is
executed based on the process established, own the risk
assessment and action plan, manage reporting requirements.
• Carry out monthly review and present to the MiDC Manager:
Performance against SLA, Ticket that miss SLA and other KPI
results.
• Liaise with IT Department infrastructure and development team
members to ensure that appropriate ACE systems standards are
continually being met and security is not compromised.
• Liaise with business units and encourage them to consider and
appreciate strengths and weaknesses of Information Technologies.
Reason of Leaving : Career Advancement
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6. CHAU KEK VOON
Company : BASS SDN BHD
Industry : Marinetime/Shipping
Position : Service & Support Consultant, Middle
Duration of Employment: March 2012 - June 2013
Work Description :
• Provides on-site or remote technical service and support to our
international customers (incident management, technical solution and
acceptance).
• To troubleshoot and ensure prompt resolutions to customers.
• To maintain a professional and proactive approach in meeting customer
needs and expectations as to achieve maximum customer satisfaction.
• To assist head of support to provide regular status report to internal and
external parties on timely basis.
• Provides SQL/Oracle scripts to customers for problem solving
• Go on board vessels for troubleshooting & problem solving such as Stolt
& NYKL Marinetime Company.
• Provides training for customer & end user
• Provides training & assistance for internal staff.
• Fairly familiar with the .NET architecture (Framework v3.5 and v4.0).
• Well known on below Modules by rating (5 is highest, 1 is lowest):
a) Maintenance 5
b) Operation 4
c) Document Manager 4
d) Replicator 4
e) Procurement 3
f) Review & Improvement 2
g) Safir 2
h) HRM 1
• Lead, coach, mentor, advice, & guide a number of 7 Service & Support
Consultants.
• Guide, advice, monitor, & be a mentor for all the Support Consultant.
• Be a Technical Advisor for all Support Consultant & Project
Consultant/Manager
• Provide planning & assign tasks to Support Consultant whenever there is
on-site support (on board of Vessel & office)
Accounts for Technical:
• Holding Technical accounts for few Marinetime company such as CMAC,
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7. CHAU KEK VOON
SMSG, SMTS, SAND, RCL, CDP, & STOLT
• Prepared & perform testing on Setup Kit, Upgrade Kit & Patch Kit for
Office & Vessel.
• Liaise with customer to get all requirements & information regarding
project upgrades.
• Setup, customize, troubleshoot & problem solving
• Prepared monthly reports for all the outstanding issues & completed
issues to customer.
Achivement :
• Holding Technical Account/Main Key person for few marinetime
companies.
• Be a mentor, leader for provide technical advice, guidance & training for
other support consultants.
• Problem solving & close ticket within 1 - 2 days
Reason of Leaving : Frequently travel to vessel for on-site support
Company : IRIS CORPORATION BERHAD
Industry : Manufacturing
Position : Software Engineer, Junior (May 2006 - March 2009)
: Software Engineer, Senior (April 2009 - February 2010)
: Software Support Engineer, Senior (March 2010 - March 2012)
Duration of Employment: May 2006 - March 2012
Work Description :
• 6 years hands-on experience in the development of applications using Microsoft's
C#.NET.
• Fairly familiar with the .NET architecture (Framework v1.1 and v2.0).
• Capable in the interpretation and implementation of XML based architectures.
• Have moderate experience in the deployment and usage of web services (Retrieval of
data).
• Well versed in the development of interfaces, mainly for web-based applications via the
use of CSS (Cascading Style Sheet), HTML, XHTML, ASP.NET and JavaScript.
• Experience in the development of application using OLEDB (DBF, MS. Access), FTP, and
SQL.
• 6 years hands-on experience in support, maintenance & monitoring of application,
system, server, workstation, hardware, devices & software.
• Familiar with SQL query for MS SOL Server 2000 & MS SQL Server 2005.
• Experience in writing simple Store Procedure & Functions.
• Experience in calling & uses Dynamic Link Library (DLL).
• Lead a number of 6 Technical Support.
• To assign tasks to Technical Support, provide the planning whenever there is an
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8. CHAU KEK VOON
implementation.
PROJECTS
Project Title : IdenCraft Identity and Access Management System
Oversea Project : Somalia, Cambodia, Nigeria, and Bahamas
Project Platform : Web Application
Type of Application : Front-end
Development Tool(s): .NET (C#, ASP)
Database(s): SQL Server
Project Description : AuthentiPass, is the other name for IdenCraft. This project is developed for
Somalia, Cambodia, Nigeria, Bahamas & other relevant countries National ID Cards, and E-Passports.
This system shall be operated by a group of authorized operators. Since this is a high security process,
it is crucial to centrally manage the usage of the workstations. For this purpose, the Identity and Access
Management System is developed. This system not only creates user and company profiles but also
assigns access permissions for a user. Each workstation shall first refer to the permissions assigned to
a user prior to allowing the user to access the application and produce the National ID Cards and/or E-
Passports.
Achivement:
• Accomplished all the modules & met the deadline without any bug in the application.
Project Title : EMV Certification at CCP System for IRIS Corporation Berhad
Project Platform : Windows Application
Type of Application : Back-end
Development Tool(s): .NET (C#)
Database : Microsoft Access
Project Description : EMV comes from the initial letters of Europay, MasterCard, and VISA, the three
companies which originally cooperated to develop the standard. EMV is a standard for interoperation of
IC cards ("Chip cards") and IC capable POS terminals, for authenticating credit and debit card
payments. IC card systems based on EMV are being phased in across the world, under names such as
"IC Credit" and "Chip and PIN". The EMV standard defines the interaction at the physical, electrical,
data and application levels between IC cards and IC card processing devices for financial transactions.
Portions of the standard are heavily based on the IC Chip card interface defined in ISO 7816.
Project Title : Cambodia e-Passport (Enrollment Module)
Project Platform : Windows Application
Types of Application: Front-end & Back-end
Development Tool(s): .NET (C#)
Achivement:
Module Accomplished
1. Familiar with calling Canon Camera SDK for capture LIVE photo.
2. Encode photo to Base 64 String, and save all the data into XML.
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9. CHAU KEK VOON
3. Create a XML document for writing data.
4. Read all data from XML & display it in UI.
5. Decode Base 64 String into normal picture from XML.
Project Title :ePetrol Card Kiosk
Project Platform : Windows Application
Type of Application : Back-end
Development Tool(s): .NET (C#)
Project Description : This project divided into two types which are ePetrol Activation Kiosk, and ePetrol
Activation with SmartTerm. Petrol Card is a Malaysian payment instrument; addressing Malaysian
requirements using technology; operating within the Centralised Interchange of ePetrol. It is resident as
an existing application in MyKad. Petrol Card is a debit/credit or prepaid payment instrument supported
by the Malaysian fuel retail industry. Besides that, Petrol Card convenient because it uses chip
technology with PIN as a secure way to pay, and is an innovative and low cost way to pay for fuel
without cash. In this ePetrol Card, it divided into three main modules which are Display MyKad Info,
Activation, and Deactivation.
Achivement:
• Accomplished all the modules within the deadline.
Project Title : Kios Pembaharuan Pasport (KiPPas)
Local Project : Malaysia (Jabatan Imigresen Malaysia)
Project Platform : Windows Application
Type of Application : Back-end
Development Tool(s): VB6, .NET (C#)
Database(s) : SQL Server
Project Description: KiPPas stand for Kiosk Penggantian Passport is the worldwide leading kiosk
which able to handle the process of renewal Malaysian Passport with technologically advanced. KiPPas
is offering the services most likely like ATM machine which make it much convenient to the public users.
With the introduction and usage of KiPPas in renewal passport application had leads to the integrity of
high technology which were embedded in the passport and MyKad chips. Hence, the KiPPas system
shall offer the fast service and reduce the waiting time of queue number and public users shall be able
to finish the renewal process within 5 minutes. By this kiosk, Jabatan Imigresen Malaysia is taking a
step ahead in realizing government mission towards high technology world.
Achivement:
• All modules has been accomplished such as changing 32 & 64 pages passport to 48
pages, calculation module, receipt printing, application form, web services, store
procedure, integrated with devices, PLC.
• Provided fast & accurate support, solution to customers
• Solved all issues within 5 - 30 minutes
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10. CHAU KEK VOON
• Be a leader while project roll out such as planning, decision making, leading,
advising & organizing.
• Be an application owner & main key person for the Kiosk.
Reason of Leaving :
• Career Advancement
Knowledge & Skills
Operating System : Windows (95, 98, NT, 2000, XP, Server 2000, Server 2003,
Vista, 7, Server 2008, Redhat Linux, Server 2012, 8)
Programming Language : VB6, HTML, XHMTL, XSL/XML, .NET (C#, VB, ASP)
Programming Script : Unix/Linux, SQL
Databases : MS SQL Server, MS Access, Oracle
Reporting & Documenting : MS Products (Excel, Project, Power Point, Words, Visio)
Networking & System Administration : Network Mapping,
TCP/IP, VNC, Active Directory, Domain Controller,
DNS, Virtual Directory, Firewall, Password
Management, User Right/Permission, TeamViewer
Other Skills/ Knowledge :
• Leadership Skill
• Planning Skill
• Problem Solving/Troubleshooting Skill
• Mobile OS (Fix/Repair iOS, Android, Root/Jailbreak)
Remuneration & Notice Period
Current Monthly Salary : RM 6,750 (Basic) + RM 800 (Fixed Allowance) = RM 7,550
Expected Monthly Salary : RM 8, 050 (Negotiable)
Termination Period : 1 month
References
Name: Samsuri Bin Abdullah
Company: IRIS Corporation Berhad
Position: Manager
Contact Number: 016 - 6602559
Name: Low Aik Boon
Company: BASS SDN BHD
Position: Head of Support
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11. CHAU KEK VOON
Contact Number: 012 - 3996328
Name: Yem Cheang
Company: E2Open Development Corporation
Position: Director of Customer Success Engineering
Contact Number: 012 - 2634322
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