MITHIRAN GANAPATHY
Sungai Lalang, Bedong, Kedah
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
Work History
IT Support Engineer
Data Connect Technologies
06.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Type.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Activated accounts for clients interested in new services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Monitored systems in operation and quickly troubleshot errors
- Configured and tested new software and hardware
- Installed, configured and maintained computer systems and network connections
- Patched software and installed new versions to eliminate security problems and protect data
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Tested new software and hardware prior to deployment
- Installed and configured operating systems and applications
- Configured hardware, devices, and software to set up work stations for employees
- Monitored system performance to identify potential issues
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Implemented best practices for asset lifecycle management, resulting in increased equipment reliability and availability.
- Optimized asset management processes by implementing predictive maintenance strategies and risk-based inspections.
- Received IT assets, verified delivery to correct locations and coordinated IT asset setup and teardown activities.
- Performed preventative maintenance to keep tools and equipment functional.
- Educated end-users on proper usage and care of printers, reducing the frequency of service calls for minor issues.
- Implemented preventive maintenance procedures to minimize potential problems and extend the life of printing equipment.
- Managed warranty claims process efficiently, resulting in faster resolution times for clients experiencing device malfunctions covered under manufacturer warranties.
- Collaborated with other technicians to diagnose complex issues, ensuring quick resolutions and minimal disruptions to client operations.
- Improved customer satisfaction by providing prompt and effective on-site support for various printing challenges.
- Maintained a safe work environment by adhering to company policies as well as local regulations regarding the handling of potentially hazardous materials found in some printing applications.
- Reduced downtime for clients by quickly resolving technical issues with printers and related equipment.
- Increased reliability of printers through meticulous inspections, cleaning, and calibration processes.
- Coordinated with vendors for procurement of hardware, software, and services required for successful project completion.
- Increased overall system stability through rigorous testing procedures prior to deployment.
HELPDESK SUPPORT ENGINEER
Diebold Nixdorf
02.2020 - Current
- Documented technical issues and solutions to enable tracking history and maintain accurate logs
- Monitored systems in operation and quickly troubleshot errors
- Monitored system performance to identify potential issues
- Connected to computer of client using remote link to install programs and applications
- Patched software and installed new versions to eliminate security problems and protect data
- Implemented technical solutions to solve customer issues and increase satisfaction
- Installed and maintained hardware and computer peripherals to store tangible components
- Communicated with clients to verify roots and causes of computer problems
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Installed and configured operating systems and applications
- Configured and tested new software and hardware
IT & AV Technician
AIMST University, Department
11.2019 - 02.2020
- Set up PCs, projectors and microphones for use in video conferencing rooms
- Used diagnostic tools to identify hardware failures and replace non-functional components
- Set up and maintained user accounts and client access
- Performed troubleshooting to correct computer hardware and software malfunctions
- Explained technical information in clear terms to promote better understanding for non-technical users
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff
- Linked computers to network and peripheral equipment
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Configured systems according to prescribed software and hardware frameworks
Service Desk
Maybank Shared Service SDN.BHD, MENARA MAYBANK
03.2017 - 01.2019
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Resolved common user concerns by utilizing preset issue resolution scripts
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Engaged in user support interactions via telephone, chat and email platforms
- Installed and configured operating systems and applications
- Created user accounts and assigned permissions
- Responded to customer inquiries and provided technical assistance over phone and in person
- Researched and identified solutions to technical problems
- Configured and tested new software and hardware
AIMST University ITAV
07.2016 - 12.2016
- Managed time efficiently in order to complete all tasks within deadlines
- Identified issues, analyzed information and provided solutions to problems
Education
High School Diploma -
AXELOS
KUALA LUMPURHigh School Diploma -
ADTEC
MELAKASkills
Skills and Achievementsundefined
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
IT Support Engineer
Data Connect Technologies
06.2022 - Current
HELPDESK SUPPORT ENGINEER
Diebold Nixdorf
02.2020 - Current
IT & AV Technician
AIMST University, Department
11.2019 - 02.2020
Service Desk
Maybank Shared Service SDN.BHD, MENARA MAYBANK
03.2017 - 01.2019
AIMST University ITAV
07.2016 - 12.2016
High School Diploma -
AXELOS
High School Diploma -
ADTEC
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