Theban Perumal

As an experienced EUCD Support with over 8 years in the industry, handling and providing exceptional EUC support within the permitted SLA promptly.

 My expertise lies in maintaining Windows operating systems, Microsoft applications, security patching, and delivering efficient IMAC functions while effectively tracking inventory and providing excellent customer service. Maintaining and closing all respective cases as per SLA client agreement. 

I possess strong analytical and problem-solving skills, enabling me to resolve issues quickly and efficiently while maintaining high customer satisfaction. 

I am a self-motivated team player and a fast learner, a dedicated, and dynamic individual who can work both in a team and with minimum supervision.

Always eager to take on new challenges or tasks and deliver results within the SLA time.  

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Work Experience:
Desktop Engineer
NCS Pte Ltd | EUCD
Singapore | 2015 - Current

• Provided end-user support for EUCDs and mobile devices 
• Responded to user queries and issues escalated to the Desktop Support team, ensuring timely resolution of issues.
• Conducted IMAC (Install, Move, Add, Change) activities, including installing, configuring, and maintaining end-user computing equipment, imaging and deployment of PC, and resolving hardware and software faults and problems.
• Managed vendors and related teams to resolve issues or requests, achieving high user satisfaction through excellent customer service skills and swift actions to solve their issues.
• Installed, upgraded, supported, and troubleshooting the printers, computer hardware, and NAS peripheral equipment.
• Conducted inventory tracking of hardware and software and familiarized end-users with basic software, hardware, and peripheral device operations.
• Took ownership and responsibility of queries, issues, and problems, escalating issues and involving experts wherever required to resolve issues as quickly as possible.
• Ensured that all desktop applications and Microsoft or related security patches/policies were installed.
• Performed general preventative switches and UPS maintenance.
• Created and managed ad accounts for onboard and offboard employees, ensuring that access to all relevant systems and applications was granted in a timely and secure manner accounts as per company policies and standards.
• Provided regular project updates to management on project progress, timelines, and deliverables, ensuring that all stakeholders were kept informed of project status.
• Provide after-hours support via phone and email when required.
• Prepare and submit reports on the status of assigned tasks and project completion.
• Attend and participate in monthly meetings to discuss progress, concerns, and strategies for improvement.

Region Site Engineer

Ecom Solution Sdn. Bhd | Site Engineer

Malaysia | 2010 - 2015

Responsibilities:

• Provide authorized service provider (ASP) resources for maintenance and troubleshooting of telco equipment in customer network (TM)
• Standby 24x7 on call to attend to faults and troubleshoot within limited time outage and regionally support.
• Recognize system failures and implement immediate solutions.
• Perform installations, servicing, and repairs of technical equipment.
• Resolve customer software and hardware-related problems.
• Follow up with customers to confirm the resolution of their issues.
• Coordinate with team members for preventive maintenance on a monthly, quarterly, and yearly basis.
• Maintain daily, monthly, and yearly reports.
• Coordinate with team leaders to confirm service.
• Provide support via phone and email, as well as after work hours.
• Conduct monthly meetings with team members to discuss status updates, completion, and issues.
• Create timely reports to manage status completion or issue resolution.

Technical Support 

AIMST University | IT/Computer – Network/EUCD

Malaysia | 2008 - 2009

Responsibilities:

• Provided technical support and troubleshooting services to staff and students for teaching and learning activities.
• Maintained and ensured the proper functioning of the university's SWC and SWC room.
• Prepared daily and weekly reports on network issues, achieving targets, and ensuring a smooth operation of daily activities.

Job Description:

• Collaborated with network managers and admin to establish a network among various systems.
• Reported any need for change or upgrade in the network to the manager as per the standard operating procedures (SOP).
• Resolved network and peripheral issues and network connectivity problems by applying troubleshooting techniques.
• Installed, upgraded, and troubleshot various operating systems such as XP, WIN7, and WIN8.
• Collected statistics of the operations performed by end-users to prevent exploitation of the university's resources.
• Trained employees on the efficient usage of the resources available and ensured the protection of the server from excessive load.

Diploma in Network Defense and Forensic Countermeasures 

PSB Academy Singapore