Kala David Dharmadas is seeking a position that provides challenges and opportunities to learn. She has over 10 years of experience in customer service roles, including as a Service Desk Team Lead. She has strong communication, problem-solving, and adaptability skills. She holds a Bachelor's Degree in Information Technology and certifications in ITIL and IT service management.

1. Kala David Dharmadas
CAREER OBJECTIVES
I use my skills, experience and adaptability to obtain a position where I am constantly challenged. My greatest
strength is my ability to walk into a new environment and be functional immediately. I am quick to learn and
adapt to new situations,configurations and technologies.
PERSONAL PARTICULARS
Age : 33 years
Date of Birth : 22 March 1983
Nationality : Malaysia
Gender : Female
Marital Status : Married
IC No. : 830322-05-5470
Address : Blk D-12-10, Vista Millennium Condo, Jalan Desa Millennia, 47100, Puchong
Perdana, Puchong Selangor
Mobile No. : 0122414221
Email : kaladavid83@gmail.com
PERSONAL SKILLS
 Good analytical skills
 Good communication skills
 Time management skills
 Problem-solving skills
 Ability to accept criticism and learn from it
 Flexibility and adaptability

2. EMPLOYMENT HISTORY
Atos Origin
Position Title : Service Desk Team Lead
Specialization : Customer Service
Industry : IT Services
Duration : March 2016 - Present
Work Description :
 Supports teammanager and performs management duties when manager is absent or out of office
 Responsible for the day to day management of the contact center to ensure that KPIs are met
 Provides encouragement to team members, including communicating team goals and identifying areas for
new training or skill checks
 Review and schedule contact center agents work schedule and leave requests so as to allow the contact
center to meet service level commitments and service priorities to end users
 Assists management with hiring processes and new teammember training
 Answers team member questions, helps with team member problems, and oversees team member work for
quality and guideline compliance
 Conducts teammeetings to update members on best practices and continuing expectations
 Provides quality customer service, including interacting with customers, answering customer enquiries, and
effectively handling customer complaints
 Monitor and coach teammembers on case resolution and individual performance
 Monitor staff performance to ensure they respond to complaints within agreed SLA and compliant with call
center guidelines
 Prepare performance report on monthly basis
 Work closely with Quality Assurance teamto improve resolution quality.
 Conduct performance management for direct reports (Performance planning, feedback, appraisal)
 Ensure that the feedbacks provided to team members on their performance are accurate, complete and
timely.
 Enhance the performance of team members through the use of call monitors, team briefings and monthly
coaching session (70 agents)
 Manage team engagement and overall working environment as well as address any applicable teamissues.
Atos
Position Title : 2nd Level Technical Support
Specialization : Customer Service
Industry : IT Services
Duration : October 2013 - Present
Work Description :
 Attend inbound calls and emails on hardware, software and admin issues.
 1st level troubleshoots on user issues on hardware and software.
 Troubleshoot outlook issues for user
 Basic installation on user machine
 Trouble Microsoft office issues that user experience
 2nd level troubleshoots on user issues on hardware and software.
 Password reset and account unlock for multiple systems.
 Prepare backlog report for service management
 Assign and monitor tickets queue
 Handle escalation cases received from end users
 Time to time provide coaching for new hires
 Provide training for new joiners
 Monitor the team in absence of TeamLeads
 Be a lead agent and assist teamlead for manage the team

3. Scicom (MSC) Berhad
Position Title : Executive Technical Support
Specialization : Customer Service
Industry : Education
Duration : October 2011 – October 2013
Work Description :
 Attend inbound calls and emails on hardware, software and admin issues.
 1st level troubleshoots on user issues on hardware and software.
 Troubleshoot outlook issues for user
 Basic installation on user machine
 Trouble Microsoft office issues that user experience
 Basic troubleshooting on CRM errors
 Password reset and account unlock for multiple systems.
 NT account and mailbox creation for users.
 Account creation for multiple systems, IQS, iSeries, ERP, CRM and ect.
ExxonMobil
Position Title : Quality Assurance Analyst
Specialization : Customer Service
Industry : Oil and Gas
Duration : January 2009 – October 2011
Work Description :
 Monitoring phone calls to ensure call center employees are in compliance with the rules and regulations of
an organization.
 Responsible in ensuring employees provide excellent customer service when they are speaking with
customers. Also makes sure call center employees give accurate information in a courteous and professional
manner
 Providing training, coaching, feedback and assistance to call center representatives to make sure them
understand new policies and procedures for quality.
 Mentoring new hires of QA analyst as well as helpdesk analyst on their job task
 Assisting team leader to generate reports on monthly basis and prepares presentation tools for teamleader
to present among access admin and helpdesk teamleads.
 Participating and chairing Global Calibration Conference call representing Asia Pacific region on monthly
basis which will be attended by QA analysts from North America and Latin America regions. The
information collected from other regions will be discussed among teammembers.
 Assisting helpdesk team for handle email request receive from customers by troubleshooting basic
hardware and software issues (Nov 2009 - Present)
 Involved in UAT tools testing (January 2011 – March 2011)
 Received Award of 1 month bonus for assisting Helpdesk analyst servicing emails received fromCustomers
(Oct 2010 – March 2011)
Arkitek Urbanisma Sdn Bhd
Position Title : Practical Trainee / Information System Executive
Specialization : IT/Computer - Network/System/Database Admin
Industry : Construction / Building / Engineering
Duration : August 2008 – Dec 2008
Work Description
 Back up files monthly once
 Clear virus on staff desktop manually and remotely
 Make sure servers are up and run all the time
 Troubleshoot userissues,such as printer problem, unable to open software’s, desktop hang

4. Aeon Credit Service Sdn Bhd
Position Title : Collection Officer
Specialization : Customer Service
Industry : Banking / Financial Services
Duration : Jan 2008 - July 2008
Work Description
 Attending inbound and make outbound calls and remind the cardholders of their credit card and loan
payments.
 Liaising and negotiating with card holders on their payment issues
 Follow up and monitor on cardholders payment every day
 Achieved individual target continuously for 2 months
 Educating customers on payment channels and how to make payment the channels

Kannalsolutions Sdn Bhd
Position Title : Telemarketer
Specialization : Customer Service
Industry : IT Enabled Services
Duration : Aug 2007 - Nov 2007
Work Description
 Provide direct marketing and sales support field/distribution sales organization. Manage, help generate and
qualify as well as process sales leads
 Reached sales target for 1 month
QUALIFICATIONS
 Qualification : Bachelor’s Degree
Field of Study : Information Technology
Major : Information System
Institute/University : University Tun Abdul Razak
Grade : Grade B/2nd Class Upper (3.01 CGPA)
Graduation Date : 2011
 Qualification : Secondary School / SPM
Field of Study : Science
Institute/University : Sek Men Bukit Saujana, Malaysia
Grade : Pass (3A’s , 3B’s)
Graduation Date : 2000
COMPUTING SKILLS (Beginner, Intermediate, Advanced)
 Active Directory Advanced
 ITSM Advanced
 Remedy Advanced
 Service Now Advanced
 MS Office Advanced

5.  Php Beginner
 Visual Basic Beginner
 Mysql Beginner
 Siebel CRM Intermediate
CERTIFICATE
ITIL Foundation Certificate in IT Service management
AXELOS
ADDITIONAL SKILLS (Beginner, Intermediate, Advanced)
 Meticulous Advanced
 Problem Solving Advanced
 Mentoring Advanced
 Multitasking Advanced
COURSES ATTENDED
 Better emails and letters writing
 How to manage difficult customers
 Accent Neutralization
 Helpdesk technical training
LANGUAGES
Fluent in English, Malay and Tamil
JOB PREFERENCES
 Availability : Immediately
 Willing to Travel : Yes
 Willing to Relocate : Will Consider
 Willing to work on shift : No
 Possess Own Transport : Yes
REFERENCES
 Name : Thiagarajah Selvarajah
 Relationship : Team Leader
 Position : Service Desk Team Lead
 Company : Atos Origin
 Telephone : 016 – 601 3599

6.  Name : Surendran Sathanathan
 Relationship : Supervisor
 Position : Specialist - Operations (Edexcel IT-Service Desk)
 Company : Scicom (MSC) Berhad
 Telephone : 06-016 - 2841665
 Name : Eizaireen Erma Ramse
Relationship : Former supervisor
Position : Quality Assurance cumtraining Analyst
Company : ExxonMobil
Telephone : 06-013-3633600
 Name : Mohd Syahirshah Mohd Kassim
Relationship : Team Leader
Position : Helpdesk Team Leader
Company : ExxonMobil
Telephone : 06-012-2077945