Surentharan S D
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
5
5
years of professional experience
Work History
IT Service Desk Engineer
PCCW
02.2023 - Current
- Answer calls and emails.
- Used ticketing systems to manage and process support actions and requests.
- Provide with L1 troubleshooting.
- Collaborated with supervisors to escalate global issues and VIP support.
- Did provide support for L2 whenever needed due to our team being small.
IT Technician
-
01.2022 - 12.2022
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Handled Third party vendor.
Desktop Support Engineer
IBM
08.2021 - 12.2021
- Provided end-user troubleshooting and resolution for both hardware and software issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Deployment and returning of asset was also handled by us.
- Supported mobile devices and VIP users.
Service Desk Engineer
PCCW
12.2020 - 06.2021
- Answer calls and emails.
- Used ticketing systems to manage and process support actions and requests.
- Provide with L1 troubleshooting.
- Collaborated with supervisors to escalate global issues and VIP support.
- Handled the pressure of the high call and emails volume day to day.
Service Desk Engineer
PCCW
11.2018 - 11.2020
- Answer calls and emails.
- Used ticketing systems to manage and process support actions and requests.
- Provide with L1 troubleshooting.
- Collaborated with supervisors to escalate global issues and VIP support.
- Handled the pressure of the high call and emails volume day to day.
Skills
- Analytical and Methodical
- AV Installation
- Support End-Users
- User Experience
- Application Installation
- Troubleshooting Network Issues
- Friendly and Patient
- Case Support
- Mobile Device Deployment
- Configuring Devices
- New Employee Training
- Troubleshooting and Diagnostics
- Tracking and Documentation
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malay
Intermediate (B1)
Timeline
IT Service Desk Engineer
PCCW
02.2023 - Current
IT Technician
-
01.2022 - 12.2022
Desktop Support Engineer
IBM
08.2021 - 12.2021
Service Desk Engineer
PCCW
12.2020 - 06.2021
Service Desk Engineer
PCCW
11.2018 - 11.2020
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