Shalini Kadarwell
Petaling Jaya
Summary
Seeking for a challenging position in a reputable organization which will give me opportunity to enhance, capitalize my skills, knowledge & abilities and to be part of a committee that contributes to the success of the entire organization. I wish to acquire knowledge as much as possible and gain an extensive experience that could assist me in building a successful career.Detail-oriented professional with 10+ years of experience in IT field. Skilled in Technical Support. Seeking to contribute to growth of a forward-thinking organization
Overview
13
13
years of professional experience
Work History
Desktop Engineer
NCS
Singapore, Singapore
11.2025 - Current
- Provide advanced technical support for desktops, laptops, printers, mobile devices, and related peripherals
- Manage installation, configuration, and maintenance of Windows operating systems and enterprise applications
- Administer Active Directory, user accounts, group policies, and access permissions
- Troubleshoot complex hardware, software, and network connectivity issues
- Manage endpoint deployment, imaging, and patch management activities
- Support Microsoft 365 applications and email systems
- Maintain IT asset inventory and ensure compliance with internal IT policies
- Coordinate with vendors for hardware repairs and support services
- Prepare technical documentation, SOPs, and knowledge base articles
- Support IT projects such as system upgrades, device rollouts, and workplace transformation initiatives
- Responsible for providing end-user support and managing client platforms to ensure stable and efficient IT operations
- Provide end-user support for client platforms, including incident and service request management
- Troubleshoot and resolve client platform–related issues, providing timely temporary and/or permanent solutions.
- Respond promptly to incidents, investigate root causes, and provide regular status updates to relevant stakeholders. Monitor and ensure compliance with agreed service levels (SLAs).
- Document, maintain, and update system configurations, and provide regular operational reports
- Participate in and support client platform implementation and upgrade projects.
- Coordinate with vendors on hardware replacement and issue resolution
- Perform IT asset management, including maintaining accurate asset records
- Manage user accounts (e.g. creation, password resets, and deletions).
- Perform local server administration to support software distribution and patch management
- Manage and support client platform implementation and upgrade activities, ensuring deliverables meet service level requirements.
- Propose and implement corrective action plans when service gaps are identified.
- Establish and maintain facility management standards and best practices to ensure consistency across projects and teams.
- Prepare and submit progress and operational reports as required
IT TECHNICAL ANALYST LEVEL 3 (ONSITE SUPPORT)
Dell Global Business Center Sdn Bhd - Tech Central Cyberjaya
01.2018 - 10.2025
- Provide daily support to end users, both onsite and remotely, to resolve various IT issues. Updating PCs, Microsoft Windows, and application patching through manual or remote methods.
- Resolving operating system problems, specifically with Windows 10 and Windows 11. Installation and reimaging of new or replacement systems.
- Handling warranty parts and replacements for laptop hardware, as well as performing necessary hardware upgrades.
- Setting up end mobile devices, including those with iOS and Android operating systems. Offer onsite support for various hardware, software, email, printer, IP phone, smart device networks, and other related services.
- Provide hand-on support for onboarding and offboarding process ,including device setup and user access provisioning
- Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
- Provide Smart Hands & Feet support for IT Infrastructure equipment such as network and server equipment, including racking & stacking etc. on need basis
- Asset Inventory Management including for laptop Working experience & knowledge on CMDB/Service Now
- Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a real advantage.
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, Tablets, Corporate Mobile (iOS & Android), and LAN cable drops, BYOD, I.P. Phones, Audio & Video conference devices.
- Basic troubleshooting in VDI (virtual desktop infrastructure) and VMWARE
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, Tablets, Corporate Mobile (iOS & Android), and LAN cable drops, BYOD, I.P. Phones, Audio & Video conference devices.
- Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a real advantage.
- Provide support for IT Infrastructure equipment such as network and server equipment, including racking & stacking etc.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- Support including installation and decommission of End User Equipment
- Assist Remote Desktop Support teams for hands and feet coordination efforts
- Support offsite events such as planning, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site
IT TECHNICAL HELPDESK ASSOCIATE / IT SUPPORT LEVEL 2
NCR - Bangsar South
01.2014 - 01.2018
- Handle incoming support requests from end users via both telephone, email or chat in a prompt and courteous manner.
- Prioritise, schedule and escalate issues (when required) to the appropriate experienced technician.
- Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution.
- Respond in timely manner to requests and issues.
- Provide 2nd level contact and problem resolution for all users with hardware, software, and applications problems.
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.
- Attending to requests and incidents promptly, based on the Service Level Agreement (SLA).
- Preparing shipments to users and clients, as well as arranging pick-up shipments from them. Troubleshooting all types of laptop hardware issues.
- Conduct thorough research and analysis to identify effective solutions for both software and hardware problems.
- Possess hands-on experience working in Windows and OS environments. Responsible for the maintenance of our stockroom system and IT peripherals.
IT SUPPORT (INTERNSHIP)
HP (Hewlett Packard) Cyberjaya - Prima 9 Cyberjaya
01.2013 - 01.2014
- Resolving IT support requests from employees.
- Answering employee questions regarding computer systems.
- Gathering and analyzing data to diagnose problems with computer systems.
- Changing configurations, settings and permissions to fix computer issues.
- Installing new software and hardware drivers and updating existing ones as needed.
- Logging all service requests and updating tickets as needed.
Education
Diploma Kemahiran Malaysia Level 4 - Teknologi Komputer (Rangkaian)
Institut Latihan Perindustrian Kuala Langat Selangor (JTM)
Selangor01-2013
Sijil Kemahiran Malaysia Level 2 & 3 - Teknologi Komputer (Rangkaian)
Institut Latihan Perindustrian Kuala Langat Selangor (JTM)
Selangor01-2011
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kelana Jaya
01-2005
Skills
- Microsoft 0365
- Microsoft Visio
- Microsoft Access
- Microsoft Share point
- Microsoft Azure
- Microsoft Intune
- AD(Active Directory)
- Services Now
- IOS and android os
- Microsoft Power shell
- Python
- MFA
Accomplishments
- Participated in National Level Throw Ball Competition (Represent Malaysia)- Achieved Third Place.
- Participated in District level Kabadi Competition [Represent the District (Petaling Jaya)]- Achieved First Place.
- Participated in State Level Kabadi Competition [Represent the State (Selangor)]- Achieved First Place.
- Participated in National Level Kabadi Competition (Represent Malaysia)- Achieved Second Place.
- Participated in District level Kabadi Competition [Represent the School (MSSD)] - Achieved First Place.
- Participated in District level Badminton Competition [Represent the School (MSSD)] - Achieved First Place.
- Participated in State Level Kabadi Competition [Represent the State (Selangor)] - Achieved First Place.
Interests
Kabadi, Badminton, Futsal
LANGUAGES
Malay
English
Tamil
Timeline
Desktop Engineer
NCS
11.2025 - Current
IT TECHNICAL ANALYST LEVEL 3 (ONSITE SUPPORT)
Dell Global Business Center Sdn Bhd - Tech Central Cyberjaya
01.2018 - 10.2025
IT TECHNICAL HELPDESK ASSOCIATE / IT SUPPORT LEVEL 2
NCR - Bangsar South
01.2014 - 01.2018
IT SUPPORT (INTERNSHIP)
HP (Hewlett Packard) Cyberjaya - Prima 9 Cyberjaya
01.2013 - 01.2014
Sijil Kemahiran Malaysia Level 2 & 3 - Teknologi Komputer (Rangkaian)
Institut Latihan Perindustrian Kuala Langat Selangor (JTM)
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kelana Jaya
Diploma Kemahiran Malaysia Level 4 - Teknologi Komputer (Rangkaian)
Institut Latihan Perindustrian Kuala Langat Selangor (JTM)