The document provides a summary of qualifications and professional experience for Shamundesvary D/O Gunalan, including her role as a Server Administrator and Customer Service Back Office and Priority Technical Support Analyst at ExxonMobil Business Support Centre from 2010 to 2016. She possesses strong technical skills in Windows server administration, virtualization, disaster recovery, and customer service, as well as soft skills including communication, coordination, and being a self-starter. References are provided from her former managers at ExxonMobil.

1. SHAMUNDESWARY D/O GUNALAN
C-1-10, PPR Batu Muda, Off Jalan Ipoh, Kuala Lumpur
016-9286408
shamithalakesh@gmail.com
Summary of Qualifications
Experienced and knowledgeable Information Technology Professional. Works well independently,or in a group
setting providing all facts of server administrator support such as troubleshooting,installations,slowdowns and
maintenance. Experienced in Disaster Recovery test and data recoveries. Knowledge and understanding in hardware
and software issues and operating systems.Skilled in Back End and Executive Customer Service support.Easily
identify and resolved escalated level 2 technical issue and concerns.Excellent communication and presentation
capabilities.
Professional Experience
ExxonMobil Business Support Centre (August 2010-March 2016)
Wintel Server Administrator
(2010-2014)
Industry Oil & Gas
Specialization IT- Wintel Server Support
Role Server Administrator
Position Level Senior Executive
Monthly Salary RM6200
Global Server Operator supporting Wintel infrastructure servers for Asia Pacific
servers.Accountable for the Wintel server services, base load, maintenance
activities and upgrade of the hardware, operating systems and systems software.
Responsibilities:
• Handled technical troubleshooting within an enterprise environment,
including systemcrashes,slow-downs and data recoveries. Engaged
and tracked Priority 1 issues,with responsibility for the timely
documentation, escalation, resolution and closure of trouble tickets.
• Perform antivirus check and updates on servers.(SV/SEP)
• Perform server maintenance, server utilization, analysis of errors and
resolution of service problems/ requests.
• Execute Disaster Recovery test by regions. Reload acceptance servers
with new Operating System, install software, perform data recoveries
by migrating userdata to new servers, and perform hotfixes updates
and deliver to userfor testing and verification.
• Assist Local Operations in server upgrade both hardware and software
in compliance to Global Release recommendations.
• Closely monitor trends in operational performance to identify potential
problem areas and opportunities for continuous improvement and
efficiencies.

2. • Implement break fix issues to software in close co-ordination with
other support teams.
• Perform physical and virtual server builds. Load servers with
Operating Systemas required by project team. Install base software,
update hotfixes to prevent systemhangs and certify servers.
• Perform monthly reboot for all Wintel servers. Segregate servers by
automatic reboot and manual reboot.Perform manual shutdown/restart
for special servers that require sequence for shutdown/powerup
activities, mostly for Uniformance, Intelatrac and otherapplication
servers.Conducted major KL computer room shutdown which
involves 350 Wintel servers.
• Handled basic printer issues for user from server end. Assist userto
create printers on print server and install printer drivers. Assist to clear
print jobs from print server.
• Dispatcher- Monitor ITSM Remedy ticketing queue for O/S and
hardware related incident tickets for MS Windows servers .Identify
major incidents and escalate to senior systemadministrators .Providing
users with status updates on open incidents .Gather details on open
incidents and create handoverreports for next shift. Run analytics
reports in ITSM and report to management.
Technical Skills Possessed:
- Background in Wintel environment, hardware and software.
- Working knowledge of virtualization infrastructure and processes.
- Knowledge in user data migration.
Soft Skills possessed:
- Strong technical writing and communication skills.
- Planning and Coordination skills - ability to effectively multi-task and
progress many work items in parallel.
- Self-starter and self-motivated.
- Interpersonal and Negotiation skills - ability to effectively interact with
staff, peers, and management.
General Skills Possessed:
- Understanding of corporate goals and requirements.
- Ability and willingness to learn new technologies and processes.
- Team player
Computing Environment: - Dell, VMWare, and HyperV servers; primarily
Microsoft operating system,monitoring and management software,ticketing
system(SCOM, BMC Remedy, ITSM), Antivirus software-
SAV/SEP,Lync,Skype,Lotus Notes, Microsoft Outlook, Windows 7, Windows
8.
Customer Service Back Office
and Priority Technical Support
Analyst (2014-March 2016)
Industry Oil & Gas
Specialization IT- Customer Service (Back End & Priority
Support)
Role VIP & Executive Support

3. Position Level Senior Executive
Monthly Salary RM6200
VIP and Executive Support Analyst
Assist Executive and VIPs with technical skills and the highest level of
customer service skills. Provides knowledge, education, and consultation to
enable customers to better utilize existing and upcoming IT products and
services. Resolve customer’s IT issues as quickly,efficiently, and professionally
as possible while maintaining core corporate standards.
Responsibilities:
• Engage incoming VIP customers, manage queue, and minimize wait time.
• Perform comprehensive troubleshooting and maintenance as prescribed by
core processes in relation to laptops,tablets, printers, mobile devices,and
other peripherals.
• Install, configure, and troubleshoot core end user software (Office, LYNC,
etc.) and non-core software (specialized applications) as needed.
• Resolve minor technical user issues; help assign resolution to other staff as
necessary (major technical issues),
• Monitor ticket queue and invite customers based on ticketing info as
needed.
• Provide summary of metrics as requested by management.
• Liaison with 3rd level support teams during problem resolution.
• Educate customers on better uses of IT while or self-help options while
performing troubleshooting of existing or new devices.
Status Board Analyst
Responsibilities:
 Front-end and first contact point for general Customer Service issues.
 Update Customer Service portal with current outages,planned
maintenance activities, systemand application availability.
 Hold IT Helpdesk general hotline and keep users updated with any
outages.
 Engage other support team for quick escalations and resolutions.
Technical Skills Possessed:
• Knowledge of Client based Operating Systems(Windows 7 ,Windows
8.1)
• Understanding of end userhardware and peripherals (Dell Laptops /
Microsoft Surface Pro tablets,Mobile Devices (iOS, Android,
Windows), Mobile / wireless technologies (Wi-Fi, Hotspots)Printers
(personal and network), Multi-Function Devices (MFD).
• Basic knowledge of client based applications (Microsoft Office
Products,SharePoint,LYNC/Skype,Antivirus, Application Delivery
Software (SCCM)
• Strong ticketing systemexperience
Soft skills possessed:
• Communication Skills (Professional, willingness, clear)

4. • Excellent Customer Service Skills (Calm ,Treats everyone as a VIP,
Personable, Good Listener, Shows Empathy)
• Strong desire to share and assist others
• Strong Work Ethic (Self-motivated, Positive attitude
Certification:
2015-Managing and Supporting Windows 8.1 (Microsoft Certified
Professional)
Education
University Tenaga Nasional (UNITEN)
2006-2007: Foundation in Computer Science
2007-2010: Bachelor of Computer Science (Software Engineering) Hons.
CGPA: 3.3
SMK Kamunting
SPM: 7A,2B,2C
Additional Info
Expected salary RM6200 (negotiable)
Preferred work location Kuala Lumpur, Selangor
Availability January 2017 onwards
Reference:
ExxonMobil Business Support Centre Mr.Kenny Koid
Team Lead, Back Office & Priority Support,
ExxonMobil
012-2704896
Mr.Sasi Kumar
Back Office & Priority Support, ExxonMobil Business
Support Centre
012-4177222