## BIO
Palani, Kumar
3-60A Jalan Putra perdana 5H, Taman putra perdana, Puchong, 47100, Selangor, Malaysia
Email:[login to view URL] Tel:-(Home), 0146678392(Mobile)
Resume Summary
Current Position : GDF Project Assistant in IBM MALAYSIA Sdn Bhd (March 2012 - Present)
Current Specialization : IT/Computer - Software
Highest Education : Bachelor's Degree in Business Studies/Administration/Management
Years of Experiences : 3
Employment History
March 2012 - Present
1. IBM MALAYSIA Sdn Bhd
Position Title (Level) : GDF Project Assistant (Junior Executive)
Specialization : IT/Computer - Software
Role : Management
Industry : Call Center / IT-Enabled Services / BPO
Work Description :
Work closely with Quality manager.
take full end-to-end responsibility for projects.
manage multiple projects simultaneously.
Provide central support function to the End of Day program.
Lead specific projects and tasks within GDF(Global Delivery Framework)programme to ensure high quality delivery of benefits.
Provide input and help produce the materials for senior management meetings / steering committees / working groups.
Develop a robust project methodology and template to roll out across multiple streams.
Track project benefits are being realized.
March 2012 - Present
2. IBM MALAYSIA Sdn Bhd
Position Title (Level) : Queue Coordinator (Junior Executive)
Specialization : IT/Computer - Network/System/Database Admin
Role : Others
Industry : Call Center / IT-Enabled Services / BPO
Work Description :
Act as a technical escalation point for team members.
Approve inter team escalations and oversee the incident to completion.
Develop inter and intra team processes that promote efficiency and communications excellence.
Track trouble ticket resolution metrics against SLAs.
Oversee the prompt completion of breached SLA tickets.
Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
Produce SLA exception reports and investigate the root cause of the SLA breach.
Liaise with business units that have IT services demands to understand business drivers.
March 2012 - Present
3. IBM MALAYSIA Sdn Bhd
Position Title (Level) : Software Specialist (Senior Executive)
Specialization : IT/Computer - Software
Role : System Analyst
Industry : Call Center / IT-Enabled Services / BPO
Work Description :
Software Distribution Specialist provides electronic distribution and installation of workstation software packages and/or other content from a central distribution point using distribution and installation tools with minimum or no end user intervention.
Main activities will be connected with:
• Maintain the SCCM or Tivoli infrastructure
• Integrate SW packages for software distribution in production environment
• Run ESD according to release calendar
• Run patch ESD according to release calendar
• Perform problem diagnosis in 3rd-level
• Perform software Break / Fix activities
June 2010 - March 2012
4. DHL IT Services Cyberjaya
Position Title (Level) : Senior Service desk Analyst (Senior Executive)
Specialization : Technical & Helpdesk Support
Role : IT Support/Helpdesk
Industry : Transportation / Logistics
Monthly Salary : MYR 3500
Work Description :
1. Provides support for computer hardware problems, software issues and connectivity issues locally and remotely.
2. Works independently or as a team member on new applications, processes or projects.
3. Demonstrates aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity.
4. Possesses and consistently displays strong customer service skills when working with customers, co-workers and lead staff.
5. Interacts and collaborates with team members in a cooperative spirit.
6. Produces and shares well-written communications and documentation.
7. Adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities and change
8. Displays competence in prioritizing tasks.
9. Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
10. Works with Global Service Desk (Tier1 Call Center), Server, and Network Operations staff as appropriate to determine and resolve problems reported by internal customers.
11. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, administrati
