This document contains a summary of the applicant's resume. It lists 6 years of work experience including roles in marketing, IT support, customer relations, and customer service. It also includes the applicant's personal details, education background of a BSc in Technopreneurship, and contact information. The work descriptions highlight responsibilities and experiences gained in areas such as marketing, sales, customer service, IT support, and project management.

1. Murugeshwaran Sivaperumal
(+60) 169142661| waran316@gmail.com| Setapak,Kuala Lumpur
Experience 6 years
Education BSc (Hons) in Technopreneurship
Nationality Malaysian
I AMA HIGHLY MOTIVATED INDIVIDUALTHAT POSES A STRONG SENSE OF LEADERSHIP SKILLS THAT MAKES
GREAT DIFFERENCE IN A WORKING ENVIRONMENT. MY HARDWORK & STRIVING PASSION ARE CATALYST
TOWARDS ENABLING ME TO PERFORM BEYOND EXPECTATIONS. MY COMMUNICATIONAL AND INTERPER-
SONAL SKILLS WHICH WERE ACQUIRED THROUGH WORKING IN VARIOUS ROLES IN VARIOUS INDUSTRIES
ARE AN ADDED ADVANTAGE & A COMPOSED MIND THAT IS ABLE TO COPE WITH PRESSURE WHILE
EXECUTING NECESSARY TASK WITH MINIMAL OR NO SUPERVISION.
Personal Particulars
Name Murugeshwaran A/L Sivaperumal
Date of Birth 16th March 1990
Age 26 Years Old
Gender Male
IC Number 900316-14-6211
Address 286-15-01 Heritage Condominium, 53000, Kuala Lumpur (WP)
Contact 016-9142661
E-Mail waran316@gmail.com
Marital Status Single

2. Employment History
Marketing & Sales Coordinator (Freelance)
Conference Connect | Kuala Lumpur, Malaysia
November 2015 to February 2016
Specialization Marketing & Sales
Position Level Senior Executive
Industry Marketing/Sales & Teleconference
WORK DESCRIPTION
 Responsible for creating marketing & sales plan for 3rd party conferencing tool (Ubiety).
 Responsible to identify and create a database of potential clients.
 Create simplified knowledge base for products.
 Create and conduct product presentation.
 Identify the best method to promote products.
 Profiling competitors and their products.
EXPERIENCES GAINED
 Gained Strong analytical skills, including the ability to work with figures.
 Being adept and effective at networking and building relationships with customers, whether they are
from major businesses or the general public.
 The ability to develop specialist knowledge of products or services on offer
 Good communication skills, including presentation and interpersonal skills

3. IT Support Services Associate II - Interim Team Lead
Computer Sciences Corporation (Malaysia) Sdn Bhd| Selangor, Malaysia
May 2014 to May 2016
Specialization Global I.T support in, Networking, Email management, Database Management, and
Hardware & Software Applications.
Position Level Senior Executive/Supervisor
Industry Computer / Information Technology (Software & Hardware)
WORK DESCRIPTION
 Managing Minor & Major Incidents and Crisis for CSC’s Client Organisation and employees (ACCO
Brands).
 Undertake the day to day resolution of incidents impacting ACCO Brands and responsible for the
investigation, diagnosis and resolution of incidents.
 Ensure that interventions and escalations are taken to minimize service outage time.
 Ensure that business impacts are quickly and clearly understood for inclusion in stakeholder
communications.
 Collaborate with other Service Management teams (Incident, Event & Change) to ensure that incidents,
events, alerts and changes are defined & understood to enable faster response to incidents.
 Support continuous improvement through identification of opportunities to enhance the quality, productivity
and culture of the service, ensuring that the operational documentation is kept up to date.
 Ensure that SDAs meet SLAs; foster open communications with SDAs whilst ensuring the relationship is
professional and properly regulated.
 Collaborate with the Problem Management team to actively contribute to relevant parts of the Problem
Management process, such as Root Cause Analysis.
ADDITIONAL RESPONSIBILITIES & EXPERIENCES GAINED
 To assist in the management a team of 13 analysts to provide effective and efficient technical support /
customer service to the client within the scope agreed by CSC and ACCO Brands.
 Provide the team with the company’s vision and objective of support.
 Manage, train, and help the development of team members.
 Familiarize the team with the customer needs, specifications, design targets, the development process,
design standards, techniques and tools to support task performance.
 Prepare reports and maintain records of work accomplishments and administrative information, as
required, and coordinate the preparation, presentation, and communication of work-related information to
the department Director.
 Assist the service delivery manager in providing guidance to the team based on management direction.
 Gained a good understanding of the ITIL framework and best practices as was exposed to more than one
of the Service Operations entities.

4. Customer Relations Officer cum IT admin (Freelance)
Crest Worldwide Resources Sdn Bhd| Kuala Lumpur, Malaysia
December 2013 – May 2014
Specialization Customer Relations, Marketing & IT
Position
Level
Executive/Freelance
Industry IT, Marketing & Construction
WORK DESCRIPTION
 Monitor the operational state of all IT Services to identify and respond to events occurring with the day
to day operation of business and IT Services.
 Provide support for hardware issues and software issues faced by the employees.
 Ensure proper communications are maintained between buyers and management via phone calls,
emails and in person.
 Ensure the buyers are updated accordingly on the construction progress.
 Maintenance of company website and social media pages.
 Identify potential buyers/clients and set up appointment with sales executives.
 Alias with the contractors and ensure construction is going according to schedule.
ADDITIONAL RESPONSIBILITIES & EXPERIENCES GAINED
 Identify and create appropriate IT process, methods and techniques and best practices for internal and
external use as well as documenting them and train the employees in it.
 Identify opportunities to further enhance the service offered to the buyers/clients in terms of customer
service and relations.
 Identify best methods and outlets to promote/advertise the buildings that are being built by Crest.
 Gained valuable knowledge on real estate industry.
 Gained good exposure on how to deal with different types of clients from various countries.
 Gained the ability to create training materials, manuals and method of conducting one.

5. Service Desk Analyst
Computer Sciences Corporation (Malaysia) Sdn Bhd| Selangor, Malaysia
June 2012 - June2013
Specialization Technical & Helpdesk Support
Position Level Junior Executive
Industry Computer / Information Technology (Software & Hardware)
WORK DESCRIPTION
 As a single and first point of contact or focal point to all end user’s (Nissan Americas) with regards to any
I.T related issues.
 Handling All I.T related request, e.g.: incident management, change management requests and
communication of information throughout the I.T infrastructure.
 Answer calls/e-mails promptly hence providing administration task in ensuring all requests are logged
and practice first call resolution for all issues.
 Updating and ensuring all cases and communication are recorded throughout the process to reflect the
current status of the incident, and consistently updating the case to project the current status of the case
so that all parties are aware of the progress of the specific case.
 Assist and work as a team in developing workarounds for issues reported.
 Assume the duties of an Incident Management analyst during the weekends.
 Lead bridge calls along with representatives from internal support teams and vendors.
 Bridge facilitation to maintain ownership, monitoring, tracking and communications of all major incidents.
 Provide timely, sufficient and clear written and verbal communication to all stakeholders during critical
incidents in the form of email and page out.
 Invite any party that is required to be in the bridge call to join in.
EXPERIENCES GAINED
 Gained experience in supporting an I.T Infrastructure in a large organization and working within a large
network environment, managing networks, managing network security, servers and all client accounts.
 Gained experience and knowledge in Personal computers, Server Hardware Peripherals, LAN, WAN,
Windows Servers, Operating Systems and application software’s.
Able to support Network Connectivity Issues and Troubleshoot Network Related Problems.
 Gained experience in ensuring all standard application software’s are installed and in good working
condition on all supported systems.
 Gained the ability to work through most I.T related issues that Nissan employee’s face. Worked as team
with counterparts, higher level support teams, and vendors in solving all issues.
 Gained excellent communication skills (verbal and written).
 Gained leadership skill in implementing and managing IT related issues.
 Ability to develop, coordinate or execute complex project plans and timelines independently or within a
group.
 Able to maintain a stable performance although working under pressure.

6. Customer Service Representative
Prometric Technology Sdn Bhd| Kuala Lumpur, Malaysia
October 2011- June 2012
Specialization Customer Service
Position Level Senior Executive
Industry Call Centre / IT-Enabled Services / BPO
WORK DESCRIPTION
 As a single and first point of contact or focal point to register various types of exams ranging from IT
exam to TOEFL and GRE and answer queries for candidates from North America & Canada.
 To answer inbound calls and assist customers with queries and registration.
 Ensure that interventions and escalations are taken to ensure candidates are able to sit for their
respective exams with no issues.
 Achieve personal, team and company’s KPI
 Act as referral point for Customer Service Agents who require clarification or approval on certain issues.
ADDITIONAL RESPONSIBILITIES & EXPERIENCES GAINED
 To assist in the management a team of 10 analysts to provide effective and efficient support / customer
service to the customers. Provide the team with the company’s vision and objective of support.
 Prepare reports and maintain records of work accomplishments and administrative information, as
required, and coordinate the preparation, presentation, and communication of work-related information
to the department Director.
 Handle escalations as Supervisor.
 Make callouts to candidates if the exam were canceled or have technical difficulties
 Monitor and communicate to relevant parties if an exam is cancelled or delayed.
 Lead creativity, risk-taking, and continuous improvements in workflow
 Learned techniques on effective communications with team members and also techniques on how to
keep the team focused and on track.
.

7. Customer Service Executive
Scicom (MSC) Berhad|Kuala Lumpur,Malaysia
June 2009 to December 2009
Specialization Customer Service
Position Level
Industry
Junior Executive
Call Center / BPO
WORK DESCRIPTION
 As a single and first point of contact or focal point to all end user’s with regards to any ticketing,
managing customer complaints, compensation claims related issues.
 Handling complaints from clients as well as attending to high severity issues that have to be dealt
with tactfully and immediately, directing necessarily to the appropriate department if the issue does
not fall within the scope of responsibility.
 Managing prioritised customers faults within a Service Level Agreement, exhausting all channels
available to ensure that the customers’ requests is not disrupted and resolving the issue to incite
customer satisfaction.
 Provide training to new staff on how to perform their daily tasks and how to handle the ticketing
system.
 Updating documentation to include most recent procedures and briefing staff to ensure that the
procedures are followed.
 To assist the relevant teams to manage all end users email and fax enquiries within nominated
SLA’s.
EXPERIENCES GAINED
 Gained the ability to work through problems, work as team with counterparts, have excellent
communication skills (verbal and written).
 Learned to have flexible attitude and able to communicate with all levels of employees.
 Ability to develop, coordinate and execute complex project plans and timelines independently or
within a group.
 Ability to multitask and segregate workloads effectively in order to ensure that duties are executed
in a timely manner.

8. Marketing Executive
VADS Berhad | Kuala Lumpur, Malaysia
January 2008 to March 2008
Specialization Telemarketing
Position Level
Industry
Junior Executive
Marketing/Sales
WORK DESCRIPTION
 Responsible for making outbound calls to select AirAsia customers and conduct sales pitch of AIG
products and insurance plans within the scope agreed by AIG & AirAsia.
 Responsible for convincing and making sure the customers is provided adequate choice and
information.
 Assists other executives in completing sales and work as a team to achieve set goals.
 To achieve individual and group targets in order to be entitled for the Daily and Monthly Incentives.
EXPERIENCES GAINED
 Gained valuable insight to the world of sales and marketing.
 Gained high level communication skills, including the ability to persuade and negotiate
 Learned to think fast and creatively to close sales.
 The ability to listen carefully to the customer and to use perceptive analysis to adapt sales techniques to
customer needs
 Ability to stay calm in stressful circumstances
 Polished the ability to multi task.

9. Educational Background
Field of Studies Business & IT (Twining Programme)
Major Business Information Technology /Technopreneurship
Institute/University APIIT/UCTI University& Staffordshire University
Status Completed
Achievements
 100% in call quality for 3 months in a row (November 2015 – January 2016).
 Top CSR of the month (January & March 2012).
 Top junior Sales Executive for 2 months in a row (February 2008 – March 2008).
 University debate champion.
 Secretary of School Prefectorial board 2007.
 President of school Police Cadet 2007.
 School and MSSKL Athlete.
 Vice President of Science and Mathematics Club
 School chess player
 2nd Speaker for Bahasa Melayu & English language debate team 2006.
 Captained the school scrabble's team 2006
Top Skills
Marketing & Sales Intermediate
Leadership/Management/Operations Intermediate
Customer Service & Communication Advanced
Microsoft Windows ( XP,7 & 10) Advanced
Microsoft Office ( 2003, 2007,2010 & 2013) Advanced
Programming (C++ ,Visual Basic, HTML,
Java, MySQL)
Beginner
Juniper VPN Client & server Intermediate
SAP Intermediate
Bomgar remote Support Tool Advanced
Citrix Intermediate
AS400 Client Intermediate

10. CMS Database tool Intermediate
Active Directory Advanced
CMS Avaya Advanced
RSA Console Advanced
Remedy 4 & 6 (ticketing tool) Advanced
Service-Now (ticketing tool) Intermediate
Oracle Intermediate
Language Proficiency
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written
English 10 10
Bahasa Malaysia 10 10
Tamil 10 0
Hindi 5 0
References
Name Organization Position Telephone No
Mr. Christopher
Selvadass
CSC Malaysia
Sdn Bhd
ACCO Project
Operations Manager
+6017–303 9032 /
+6013-347 0010
Mr. Sri Ganesh
CSC Malaysia
Sdn Bhd
Team Leader +6012–303 1982
Ms. Subashini
Prometric
TechnologySdn
Bhd
Team Leader +012–820 2474
Mr. Kenneth Xavier VADS Berhad Team Leader +016-345 1357
Additional Information
Willing to Relocate Yes
Possess Own Transport Yes
Availability for Interview Yes prior notice.
Availability for Employment Immediate
Expected Salary Negotiable