Keshan Gunasundram
Summary
I am an experienced IT Engineer currently working at Philips, specializing in software applications for the healthcare industry. My role involves delivering effective solutions to application and system issues, managing small to medium-scale IT projects, and ensuring customer satisfaction throughout project transitions.
With a strong passion for Information Technology, I thrive on exploring emerging technologies and staying ahead of the curve. My daily responsibilities offer continuous opportunities to expand my technical knowledge and strengthen my problem-solving skills across a broad spectrum of IT challenges.
I hold a Bachelor's degree in Information Technology (Information Systems) (Hons) and possess a solid foundation in server maintenance, software application implementation, risk assessment, and incident management. I bring a strong work ethic, professional demeanor, and proactive mindset to every project, enabling me to collaborate effectively within teams and with stakeholders.
Core Competencies & Specialties:
- IT Project Management (Small to Medium Scale)
- Healthcare Software Applications
- System & Server Maintenance
- Risk Assessment & Advisory
- Incident & Problem Management
- Stakeholder Communication & Support
- Continuous Learning & Technology Adoption
Overview
10
10
years of professional experience
Work History
IT Engineer
Telistar
11.2018 - Current
- Company Overview: (Philips Project) – Outsource from Telistar
- Receives and assesses customer calls from various hospitals and polyclinics across Singapore.
- Troubleshoot and facilitate the resolution of technical system and application issues.
- Manage multiple technical issues with varying severity ensuring that cases are prioritized accordingly to severity/impact.
- Dispatches the case to trained engineers if the issue being reported falls under the job scope of another team.
- Manage and maintain effective communication with customers in relation to logged service requests.
- Promote Teamwork and ensure global technical standards are met while building effective relationships with the cross-functional teams.
- Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions, leading to resolution – remotely or onsite.
- Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case if unresolved.
- Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management, and other functional groups to ensure permanent resolution to these incident types.
- Do Tier 2 support mainly for healthcare application software and server.
- Assisting team members on the troubleshooting as tier 2 support.
- Manage database and logs of application (knowledge in SQL).
- Participate in weekly rotating on-call responsibilities, providing 24/7 support coverage.
- Performs scheduled system preventive maintenance, remotely or onsite.
- Attends to scheduled meetings and present the data as required.
- Supporting Application (ICCA, IECG, ISP(OBTV), AIS, PIICIX, IGS, Rhapsody (IBE)).
- Trained and qualified for Patient Monitoring products (Software and Hardware)
- Qualified trained on Mx Monitors
- Trained for Ultrasound for remote diagnosis on the machines
- Trained in Capsule
IT Engineer
Telistar
11.2017 - 11.2018
- Company Overview: (Wincor Project) – Outsource from Telistar
- Linux (UNIX) based Point of Sales (POS).
- Manage hardware and software technical problem for Point of Sales (POS) system.
- Configuring server (Installing, patching, troubleshooting).
- Configuring POS (Installing, patching, troubleshooting, setup).
- Configuring Webapp after installation and patching of the server to setup the POS system.
- Remote POS using putty, PAM (open the Linux in SSL web).
- Handling and communicate with user face to face and via telecommunication.
- Assigns backfill for IBM project to cover level two troubleshooting.
- Configuring and troubleshooting application desktop support (Imaging, printers, application, encryption/firewall and telephone).
- NCR POS setup and server configuration.
IT Engineer (Backfill Engineer)
Far East Organization
01.2016 - 11.2017
- Company Overview: Outsource from Thatz International
- Backfill in a team that consist of Account Administrator, Business Application Engineer, System Engineer, IT Software Onsite Engineers, and helpdesk.
- Account Administrator - Providing access for the new or existing user regarding all the application available in Far East Organization.
- Job scope is regarding email account creation/ deletion for user, Creation of shared drive, Creation of access for company's application and Account Clearance.
- Business Application Engineer – Providing support for user's trouble in company's application.
- Job scope is regarding troubleshoot application and check with vendor if there is any issue.
- System Engineer – Providing 12 hours support for internal and external user of Far East Organization.
- Job scope is to go onsite and troubleshoot network applications such as server, storage drive, access point and remote desktop application.
- Remoting server to ensure its works perfectly and make sure it is not affecting the daily business performance.
- Need to reconfigure server and changed with the faulty one.
- IT Software Onsite Engineers - Attending to internal customers. All are from Far East Organization staff.
- Job Scope is to go onsite whenever our helpdesk logs a case for user.
- Troubleshooting mainly from Microsoft Office including outlook, Backup & Restore, Cloning HDD, installing new PC, assist user in a lot of software troubleshooting.
- Soft skills used to communicate with users to guarantee a good relation between each other.
- Helpdesk – Receiving calls from internal and external user from Far East Organization.
- Job scope is to do a first level of troubleshooting.
- Printer spooler, check proxy settings and much more.
- Disputing clients are handled too with care.
- Soft skills are also needed.
- If needed for onsite assistance, we would escalate accordingly and explain to onsite the exact error to prevent onsite engineers to attend for the 2nd time.
- Reason for leaving: Looking for better career prospects, professional growth and work opportunities.
Education
Certificate - CCNA
Philips
Bachelor of Information Technology - Information System
University of Tenaga Nasional
01.2015
Skills
- IT problem management
- IT infrastructure
- Network administration
- IT capacity planning
- IT incident management
- IT team building
- IT risk management
- System administration
- IT documentation
- IT change management
- Big data processing
- IT compliance
Accomplishments
- 2021 Q3 Philips Professionalism Award
- 2022 Q2 Philips Professionalism Award
- Telistar 5 Years' Service Award
Languages
English
Malay
Tamil
Timeline
IT Engineer
Telistar
11.2018 - Current
IT Engineer
Telistar
11.2017 - 11.2018
IT Engineer (Backfill Engineer)
Far East Organization
01.2016 - 11.2017
Certificate - CCNA
Philips
Bachelor of Information Technology - Information System
University of Tenaga Nasional
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