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.

1. VIKNESWARYRAVEENRAN
Personal Details
Gender Female
Age 28
NRIC No 880508-14-5330
Nationality Malaysian
Race Indian
Contact Details
Address:
C 06 09 PPR Batu Muda
Off Jalan Ipoh 51100 Kuala Lumpur.
Contact No : +60 16 7116 248
Email : viknesh8820@gmail.com
Highest Qualification
Qualification : Diploma in Management
Field of Study : Business Management
Institute : Kolej PTPL @ Sentral Kuala Lumpur
CGPA : 2.48 /4.00
Graduation Date : 2013
Career Summary
Have continuously and consistently learn, acquired and utilized management tools and
best practices to contribute to the organizations efficiency and effectiveness.
Described by supervisors and peers as a resourceful, accountable, result and action oriented,
honest and ethical, follow through on commitments, creative and champions change.

2. Employment Background
1) Company : Xchanging Malaysia
Position Title : Senior Service Desk Analyst
Specialization : Telecommunication
Duration : Dec 2012 - Present
Responsibilities
 Key user for Main Management Tools such as OTRS, ITSM and BMC REMEDY CLIENT.
 Manage the incoming and outgoing call and emails for customer related issue.
 Processing customer IDs desktop and laptop support and performing bulk uploads to
create customer IDs.
 Provide L1 and L2 support and liaise with support teamfromIT operations and
Monitoring teamand maintain clear communication channel with the client.
 Produce reporting, communication and communicate planned/unplanned downtime
broadcast to defined recipients.
 Handle MOE (1 Bestari Net and YTL Communication projects)schools issue and liaise
with direct vendor for network update.
 BMC Remedy Client
- Case Manager for Helpdesk Ticket’s, monitor the HD tickets using client’s tool to
ensure meeting our client’s SLA by coordinating with assigned engineers in
various levels.
- Conduct meetings with the team on a monthly basis to update the team’s
performance and KPI performance sharing.
- Keep track on the case progress to ensure the SLA’s are met.
- Escalate pending issue to higher level and initiate management escalation if
required.
- Monitor the ESFR KPI Performance on regular basis. Identify the weaknesses from
our side and take steps to control them immediately.
- Acts as a focal point and primary resource to the Helpdesk team to capture and
keep track of all incident/ticket information from the Helpdesk system in order to
help determine, maintain, analyze, identify and monitor problem of management
issues.
- User ID creation, deletion and license management.
 OTRS and ITSM
- Prepare daily, weekly, monthly KPI Performance Report.
- Prepare general management report upon request from the managers.

3. Achievements:
 Recognition certificate for valuable contributions as a member in Operations Centre
by Xchanging Malaysia.
 Promoted as Senior Service Desk Analyst.
 Conducted Training for Internal staff and New Joiner for Remedy and OTRS ticketing
tools.
 Has conducted various training programmes that have delivered tangible benefits to
the organisation and customers.
Appointed As a Team Lead
 Provide supervisory support and guidance to the team.
 Responsible for the team’s day-to-day operational activities.
 Monitor that all SLA performance and KPIs are met.
 Ability to analyses,provide explanation and mitigation plans if KPIs are not met.
 Follow up with 2nd level resolvers when there is a major outage.
 Give direction to the agents when there is a call surge.
 Plan roster / scheduling to ensure optimal support to customers.
 Analyze statisticalinformation pertaining to teamperformance and make
recommendations for improvement.
 Responsible for ensuring operationalprocesses are updated and implemented.
 Assist the Manager on process and serviceimprovements.
 Ability in generating/ creating Service Desk reports from BMC Remedy and ITSM to
Incident Management Reports for analysis.
 Conduct sharing sessions to communicate issues and changes to team.
 Conduct investigations on feedbacks received.
 Conduct regular call assessments and ticket reviews for quality improvement.
 Mentor/ coach agents.
 Manage staff morale.

4. 2) Company : Srg Asia Pacific
Position Title : Customer Service Professional
Specialization : Customer Service
Duration : Nov 2009 – Dec 2012
Responsibilities
 Handle Maxis Prepaid, Broadband, Postpaid and BillCharges inbound and outbound
calls, keep track with relevant departments for feedback.
 Work closely with the technical teamas well with the Vendor for Troubleshooting.
 Enquiries Huawei Modems and all type devices.
Achievement
Appointed As a Team LeaderAssistant
Set work priorities for each teammember, monitor progress, and meet with members on
needed basis to discuss performance issues, handling cases and as back-end to clear cases in
queue as well. Establish and monitor schedules, vacation schedules and teamwork coverage
issues.Serve as spokesperson / liaison with Contact Centre Manager concerning teamissues.
Set, monitor and facilitate improvement in departmental and /or specific teamor individual
KPIs and communicate as appropriate.
Skills
Computer Literacy (Scale 1 – 5)
 Microsoft Office 5
 Reporting Skills 5
 BMC Remedy 5
 ITSM 5
 OTRS 5
• Microsoft Excel 4
• Microsoft Power Point 4

5. Text Resume / Additional Info
 Excellent ability to adapt to changing work environments and employee rotation
programs
 Excellent communication skills, developed through experience in customer service
 Knowledge of handling group facilitation activities in order to bring team workers
together
 Able to work under pressure and fast learner
 Able to gets along with superior and colleagues
 Listening skills and able to handling conflict
 Respond well to change
 Able to work independently as well as a team player
 Able to cooperate with all level in the organization
 Able to handle problem solving
 Able to work independently as well as a teamplayer.
 Knowledge of handling group facilitation activities in order to bring team workers
together.
 Encouraging attitude with a strong capability of inspiring trust.
Interest/Hobbies
Reading books/articles, jungle tracking and travelling.
Language
(Proficiency: 0=Poor, 5=Excellent)
Language Spoken Written
English 5 5
Bahasa Malaysia 5 5

6. Courses Attended
1. SERVICE DESK COURSE – LEAQA™ - The real SKILL for Service Desk Analyst
2. SOFTWARE ESTIMATION TECHNIQUES
 Estimation approaches
 Methods & Techniques
 Problem handling
 Risk Management
 Future improvements on delay of project
3. INCIDENT MANAGEMENT WORKSHOP
• The Real Definition of Incident
• Purpose of Incident Management in IT Departments
• Key Steps Involved In Incident Resolution Process
• How to Prioritize Incidents
• Effective Ways to Escalate Unresolved Incidents
• The Role of Service Desk in Incident Management
• How to Manage a Crisis Situation
• What Should Be Communicated While Dealing With Incidents
4. ITIL INTRODUCTION E-COURSE
 Introduction to ITIL Foundation Certification
 Introduction to ITIL Service Management
 Introduction to ITIL Service Strategy
 Introduction to ITIL Service Design
 Introduction to ITIL Service Transition
 Introduction to ITIL Service Operation
 ITIL Continual Service Improvement (CSI)
5. INTERCONNECTING CISCO NETWORKING DEVICES ACCELERATED (CCNAX)
 Building a Simple Network
 Establishing Internet Connectivity
 Managing Network Device Security
 Introducing IPv6
 Building a Medium-Sized Network
 Troubleshooting Basic Connectivity
 Wide Area Networks
 Implementing an EIGRP-Based Solution

7. Job Preference
Current earning : RM 3600
Expected Monthly Salary : RM 4500
Willing to Travel : Yes
Willing to Relocate : Yes
Possess Own Transport : Yes
Availability : 1 month
References
Mr. Parameswaran A/L Kumareson
Human Resource Manager
SRG Asia Pacific Sdn Bhd
Contact Number: 60122245007
Email: parames@srgasia.com.my
Mr. Calvin Lo Wei Xiang
Broadband Team Leader
SRG Asia Pacific Sdn Bhd
Contact Number: 6012-5868219
Email: calvin@srgasia.com.my
En. Salleh Imran
NOC Manager
YTL Telecommunication
Contact Number :6019-4467800
Email: salleh.imran@ytlcomms.my