Nantherni Vasunther

Client: National University of Singapore (IT Care)

• Troubleshooting platform-related issues, promptly responding to incidents, and providing temporary or permanent resolutions
• Handle service requests, monitor service levels, and maintain system configurations while providing regular reports
• Provide Level 1 remote desktop support, remotely addressing user queries and technical issues
• Respond to users promptly within the SLA via email and the ticketing tool
• Perform password reset via password reset tool or Blackbomb
• Knowledge in VIP symantec, Smart IT
• Universal Client, AWS connect, Ivanti Client, Digital workspace one.
• Delivered exceptional customer service by maintaining open lines of communication with users throughout the issue resolution process.
• Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
• Assisted in training new employees, fostering teamwork and collaboration within the service desk team.
• Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.

Client : Scoot Airlines

• Responding via phone and emails
• Assist passengers for new booking or existing booking
• Assist to change the date in Skyspeed system for existing reservation
• Guide passenger on the how to download the Scoot app and login steps accordingly
• Send vendor details for baggage missing at the airport
• Assist with seat allocation and Name amendments on the booking
• Supports globally (Singapore,India,US,Australia,Thailand)
• Handling calls and communicate with Changi Airport ground staff
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Client : RWS (Resort World Sentosa)
• Ensures the quality of systems operations in all areas of the casino by communicating with all levels of systems users and offering direction and assistance as needed
• Require to send daily maintenance email and generate the SLA report
• Perform password resets and unlocking accounts in AD system
• End-user support by responding to and following upon support calls (routed by phone and email)
• Knowledge in processing Easishare access for users ,BlackberryWorkApp, TigerText, VPN access and loan assets for notebooks and iPads, contingent on higher approval with sufficient business justification
• Experienced with client systems including Cisco AnyConnect Secure Mobility Client, Active Directory
• Domain Services, Virtual Private Network (VPN), ePolicy Orchestrator 5.3 (McAfee), and VMwareHorizon.
• Trained new help desk employees, ensuring consistent quality of service across the team.
• Reduced ticket backlog by prioritizing tasks and managing workload effectively.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.

Client : DNATA Emirates

• Assisting users with logging on, setting up client MobilePass, Outlook MobileApp, and Outlook Client for Dnata Australia and Singapore
• Experienced in Remote Desktop (Bomgar Tool)
• Proficient in the Service-Now ticketing tool system, resolving a high number of incidents and recording requests for assistance
• Transferring or escalating requests to the appropriate supportgroup
• Provides global support (US, UK, India, Australia, Singapore, etc.)
• Provided basic end-user troubleshooting and desktop support.
• Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
• Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
• Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.