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.

1. No. 1,Lorong 2/7
Taman Desa Dahlia Senawang
70450 Seremban,NegeriSembilan,Malaysia
014-3325540
mrprabu_v@yahoo.com
PRABU YOHARASAH
OBJECTIVE Seeking a challenging position where extensive experience, excellent
interpersonal and analytical skills will be fully utilized and further
developed.
SKILLS & ABILITIES Profit-driven with core competencies in risk management, training,
projects, operations, and achievements in process improvement. Key skill
in setting goals related to learning, plan for the achievements of those
goals, independently manage time and effort, and access the quality of
learning and any products that result from the learning experience.
Areas of expertise:
- End-to-End Project Management - Project Planning / Execution
- Strategic Planning / Leadership - Process Reengineering
- Multi-Project Operations - Productivity and Efficiency Improvement
- Leadership Development & Training - Problem Solving & Decision Making
- Coordination and Communication - Excellent Customer Services
EXPERIENCE GOC OPERATION SUPPORT LEAD
ITO GLOBAL OPERATIONS CENTER- HEWLETT PACKARD
NOVEMBER2014 - PRESENT
General Responsibilities
Workload Balancing & Distribution
 Assign all workload (may vary from incidents, change records, service calls etc..
depending on the customer) and emails to available engineers
 Balance the workload based on schedules and team distribution
 Understand the core tools in use and how they should be optimally utilized
 Understand how each tower works and where operations are not performing as
expected raise the issue to the respective Delivery Manager
 Be open, approachable and proactive with the Delivery Team technical staff to enable
them to operate effectively
 Raise operation issues to the OSL Coordinator for proper follow up
 Provide narratives when a TTO SLA is missed or misreported accordingly

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DETAILED RESPONSIBILITIES
QUEUE MANAGEMENT
Assign & Monitor workload to Delivery Team Technical Staff
 Incident Management
 Tickets will arrive in both HP and Non-HP ticketing tools such as: HPSM, CAT,
RAT, Radix, PL100 etc..
 Tickets should be distributed based on schedule availability and team segmentation
 All tickets should be assigned within the specified timeframe to accomplish the TTO
SLA
 Be proactive to anticipate issues or situations which impact service availability and
critical response time, and take necessary mitigation steps escalating to
management’s attention, where appropriate
 Strive to ensure that no incidents exceed SLA and that none are missed
 Shift Management Involvement
 Communicate immediately any disruption or outage on any ticketing tool to the
SMT
 The OSL should report any ticket flood (storm) to the SMT team to initiate
communication, BPC and/or possible RtoP implication
 Email & Chat Handling
 All emails should be distributed to the available engineers based on schedule
coverage and team assignation
 If the email comes from a Delivery Team technical engineer, that email should be
processed and added to the current workload as requested
 Chat section should also be monitored for proper communication with the towers
WORKLOAD BALANCING
Ensure that the workload is well balanced across engineers and teams
 Active Workload Balancing
 Ensure balance the workload among available engineers based on Active Tickets
(tickets in open status that are work in progress or assigned,pending should not be
taken into consideration for Active WLB)
 The balancing should be done based on the resolution times provided by the tool in
order to balance correctly what needs to go to the proactive and reactive teams
respectively
 Engage the OSL Coordinator if Active Workload balancing is being affected or not
working properly for any reason
 Programmed Workload Balancing
 3 programmed deep WLB sessions will be coordinated throughout the day to
ensure that the backlog is balanced as well and that all tickets are assigned to
available engineers for proper follow up as OSL Coordinator is the main
responsible for such programmed WLB sessions,you are required to provide input
in those

3. Page 3
Incidentand ProblemmanagementAnalyst(Kraft& Cadbury)
GLOBAL SERVICE DESK- HEWLETT PACKARD
-MARCH2012– OCTOBER2014
• Day-to-day regulation of incidents reported through the Remedy and Digital
Workflow.
• Ensure that all issues/tickets are addressed properly based on the Service
Catalog.
• Properly triage, escalate, and manage tickets to ensure customer issues are
resolved properly
• Facilitation of communication between technical groups and IT / Business
management, often at a senior level
• Maintain excellent communication skills with clients even in stressful
situations
• Crisis management of high severity incidents
• Enforcement of incident processes.
• Ensure customer issues are resolved or provide a work-around quickly.
• Record and Maintain relevant up-to-date knowledge related to incidents.
• Includes the activities required to diagnose the root cause of Incident
Management and to determine the resolution to those problems.
• Responsible for ensuring that the resolution is implemented through the
appropriate control procedures, especially Change Management and Release
Management.
• Maintain information about problems and the appropriate workarounds and
resolutions, so that the organization is able to reduce the number and impact of
Incident Management over time. In this respect, Problem Management has a
strong interface with Knowledge Management, and tools such as the Known
Error Database will be used for both. Although Incident Management and
Problem Management are separate processes, they are closely related and will
typically use the same tools, and may use similar categorization, impact and
priority coding systems. This will ensure effective communication when
dealing with related incidents and problems.
• Writing reporting programs. Creating programs and / or databases on requests
of team leaders, managers and support team members to make their reporting
work easier and more efficient.
• Supporting reporting programs in case of user complaint or need for change.
Reporting expert has to ensure the reporting programs work well.
• Supporting reporting programs in case of user complaint or need for change.
Reporting expert has to ensure the reporting programs work well.
• Acting as a SPOC in problem management-related issues
• Helping team leaders, managers and support team with problem management-
related issues.
• Holding trainings in problem management-related fields
• Creating regular and customized reports
• Maintaining general reports and databases.
• Produce daily, weekly, monthly client and internal reports (billing, SLA, KPI, Ad
Hoc, etc).
• Publish data as required
• Create presentations for various audience levels to facilitate decision-making
• Work with a team of varying analytical abilities & duties.
• Constructively challenge the current practices, identify trends affecting the
business, and articulate implications to upper management
• Use data to provide insight and trending which is critical operations and the
management teams.

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• Adhere to all HP Policies & Procedures – Including Security, ITIL & SOBC
CoreCompetency:
• Customer orientated, enthusiastic, courteous, assertive and motivated to take
charge of both customer engagement and problem resolution
• Capable of being self-managed
• Team player
• Good communications skills are essential
• Good time management
• Experience in fast pace, changing business environment
• Excellent understanding of Service Desk processes and procedures
• Experience in fast pace, changing business environment
CUSTOMERLIFE CYCLE MANAGEMENT ADMINISTRATOR(AGILENT
TECHNOLOGIES)
GLOBALSERVICE DESK-HEWLETTPACKARD
JAN2011 – MAR2012
• Providing 1st and 2nd level support to the customer to ensure that live
production runs smoothly.
• Log, monitor, and follow up INCIDENTS and IMAC in ticketing systems (OVSD,
GCSS, REMEDY and DW-Digital workflow).
• Appropriately handling all customer issues including troubleshooting and
providing feedback to the customer.
• Following up on support issues which include liaising with both the customer
as well as the development team.
• Maintain high level of Customer satisfaction providing correct solutions and
quick answers according to the SLA.
• Analyzing data and report content to identify potential problems and areas for
improvement.
• Perform detail analysis and reporting of any anomalies or potential problems.
• Work with relevant support team representatives to ensure suitable resolution
of problems during escalation and critical event. Confident progress updates
are to be delivered on a regular basis during the event.
• Proactively identify improvements to the ways of working between customer
and other business counterparts such ordering team, logistic team, leasing and
engineering.
• Review any changes to the delivery mechanism.
• Ensure planned changes are communicated.
• Review end to end processes throughout organization and ensure compliance.
• Ensure escalation procedure is followed and that expectations and perceptions
are at all times managed in a professional manner.

5. Page 5
• Handle outages and high severity issues from Troubleshooting, escalating &
Coordinating L2 until issue is resolved. Broadcast outages to end User, incident
manager, service delivery manager, other global Contact centers and support
teams.
• Liaise with CIM(Critical Incident Management), Catalyst-SAP Supports
(RTR,STP,OTC,DEMANTRA,ACUMEN,SECURITY,
• MASTER DATA-MDM, GMD, MTI and APO), and other application teams such
Active directory, Messaging, Microsoft Exchange, CITRIX, VPN and also co-
ordinate with Server and network team.
• Work closely with global incident management team, request and service
delivery on escalation, business processes, workflow, and feasibility and
support model.
• Regular reviews performance with Business Performance Management Team
and drive improvements.
• Identifying potential efficiency gains, and developing methods to realize those
gains
• Perform Root Cause analysis of issues that are impacting optimal Customer
Experience.
• Build relationships with teams from different cultures to achieve desired
outcomes.
• Developing and maintaining documentation related to the management of the
Optimization process.
• Managing processes and procedures related to optimization functions,
ensuring adherence to standards.
• Provide lease structuring expertise and pricing support to the Financial Area
Managers in APJ/EMEA & US regions on new and existing customer
opportunities.
• Additional skill and Training attended: ITIL® Foundation Certificate in IT
Service Management & Partnering Cross Cultural –Australia and New Zealand.
GLOBALSUPPORT EXECUTIVE – ELECTRONIC PAYMENTS SERVICES(EPS)
HSBC ELECTRONIC DATA PROCESSING(MALAYSIA)
NOV 2006 – NOV 2010
 Repair and verify payment transactions by HSBC customers globally based on
bank’s SWIFT/SORT CODES.
 Process, manage and book treasury transaction in a timely and efficient manner.
 Process & book settlement operations in local and foreign currencies.
 Accountable for completion and fulfillment of daily operations in compliance to
regulatory requirement.
 Investigating possible duplicate transactions.
 Investigating transaction velocity and limits. Review and action fraudulent
transactions and manage chargeback.
 Report identified risks and update policies and procedures as required.
 Perform investigation analysis for inquiries by logging the cases into a proprietary
case tracking system, updating the case progress, and tracking the case to closure.
 Ensure that the cases are resolved within predefined standard turnaround time.

6. Page 6
 Work with internal solution providers and accomplish final resolutions for client
cases.
 Gain sufficient knowledge of product features, and operational and technology
aspects of transaction banking (Cash Management and Trade) products that would
result in elevated client experience with investigations.
 Ensure timely updates of client cases in accordance to predefined frequency.
 Demonstrate ability to look beyond the surface of operational issues by identifying
root causes, identifying solutions, and championing the initiative to improve/fix the
issues.
 Handle special projects, ensuring timely delivery of projects with an overall
enhanced client service experience
Projects
 Deliver GPS Overview Orientation presentation to the payments team.
 Creates and executes project work plans and revises as appropriate to meet
changing needs and requirements.
 Identifies resources needed and assigns individual responsibilities.
 Manages day-to-day operational aspects of a project and scope.
 Minimizes exposure and risk on project.
 Ensures project documents are complete, current, and stored appropriately.
 Efficiently and competently manage problems - when things go off plan (due to
changed requirements, missed deadlines etc.) bring them back on plan or create a
new plan with the assistance of key-stakeholders.
 Work with the Operations team to come up with strategies to reduce project cost.
 Develop cross training plan across all relevant processes prior to GPS
implementation, schedule contingency plans for cross training, accreditation plan
and training environment plan for system and process familiarization.
 Attending/Assist tele-conferences with Business Partners/counter Partners on
daily basis.
Additional responsibilities
Process Trainer / Specialist for Electronic Payments Services (EPS) HSBC, Group
Service Centre Malaysia
Job Description - Assigned to the Process Training unit. This unit strives to design, develop
and deliver soft skills workshops to meet centre-wide business needs whilst concentrating
on people development initiatives for building a competent and effective workforce
ensuring career progression.
Duties and Responsibilities
 Design and deliver training and learning solutions that supports and contributes to
the overall achievement of business goals.

7. Page 7
 Deliver and facilitate training and coaching programs to the payments
organizational staff i.e. Payment induction, Operational Risk Management training.
 Perform assessments to gauge staff competencies on a periodical basis
 Operate in an efficient manner by optimizing resource utilization and ensure high
standards of training material development, planning and delivery.
 Operate in an efficient manner by optimizing resource utilization and ensure high
standards of training material development, planning and delivery.
 Assist other units within department to deliver training.
Workshop Attended
 Assertiveness Workshop by HSBC, Group Service Centre Malaysia
 Communication and Presentation Workshop by HSBC, Group Service Centre
Malaysia
 Delegation, Leading and Managing Workshop by HSBC, Group Service Centre
Malaysia
 Coaching at Workplace by HSBC, Group Service Centre Malaysia
 Fraud, Compliance & Anti-Money Laundering Workshop by HSBC, Group Service
Centre Malaysia
 Best Place to Bank and Customer Complaints by HSBC, Group Service Centre
Malaysia
 Anti-Money Laundering and Compliance Workshop by HSBC, Group Service Centre
Malaysia
 Banking Operations Core Education Program by Group Service Centre Malaysia
 Leading and Managing the Team Workshop by Group Service Centre Malaysia
EDUCATION Master’s Degree in Business Administration (Majored in Marketing)
Dublin Metropolitan University- Ireland
Degree in Business Administration (Majored in Marketing)
Dublin Metropolitan University- Ireland
ACHIVEMENT HSBC-HDPM Best Global Resourcing 100 Club Winners- Year 2009
LEADERSHIP • The ability to handle multiple goals, tasks, and inputs, while
understanding and adhering to constraints of time, resources, and systems.
• Customer orientated, enthusiastic, courteous, assertive and motivated to
take charge of both customer engagement and problem resolution

8. Page 8
• The ability to set, prioritize, and meet personal as well as civic, family,
and work-related goals; maintain a focus on important goals in spite of
obstacles.
• The ability to listen well, seek mutual understanding, welcome full
sharing of information, and consider others’ views before commenting.
• The ability to think laterally, providing ideas and solutions. Creative
approach to problem solving through use of excellent analytical skills.
• Excellent interpersonal and communication skills, confident and poised
in interaction with individuals at all levels readily developing rapport with
customers and colleagues.
• Excellent understanding of Service Desk processes and procedures
• Experience in fast pace, changing business environment
REFERENCES 1) Puvanesan Bhaktinesan
SME Incident & Problem Management
Hewlett Packard (Malaysia)
Telephone: 6017 5195030
2) Nanthakumar Nadaraja
Vice President
EMEA -Global Payment Services
HSBC Electronic Data Processing
Telephone: 6017 6162600
3) Prabavathy
Manager of Operations & Projects
Hewlett Packard (Malaysia)
Telephone: 6012 2074129