B.KANAGA RAJ BALASUBRAMANIAM B1-1-2, Taman Prima Selayang, Apartment Sri Selayang, Selangor, 68100 Email: bkrbala@gmail.com Phone: 012 3016845

OBJECTIVES To Work in an organisation that offers professional growth and would enable me to develop and

utilize my knowledge, skills and abilities. Develop a sound understanding of the Information Technology industry and the practical

applications of the skills and knowledge obtain from my previous roles.

PERSONAL DETAILSNationality: Malaysian D.O.B: 1st June 1984

Marital Status: Single Sex: Male

Address: B1-1-2, Taman Prima Selayang, Apartment Sri Selayang, Selangor, 68100

EDUCATION BSc. (Hons.) Computing Science, University of Newcastle Upon Tyne 2006.Modules taken:

o Operating Systems.o Human Computer Interaction.o Distributed Systems.o Computing System Dependability and Fault Tolerance.o Middleware and Web Services.o Software Architecture.o System and Network Security.o Internet Technology and Electronic Commerce.o Distributed systems.

Diploma in Information Technology, Taylor’s College Malaysia 2005.

TRAININGMalaysian Software Testing Board (MSTB) - Q-Capability Development Program for Certified, Tester Foundation Level (CTFL), 2012Learning Tree Course 396, UNIX® and Linux® Tools and Utilities: Hands-On, 2012.Sun Micro Systems Certified – Developing J2EE APPLICATION, 2008.Cisco Certified Network Associate_1, 2007.Introduction to Oracle 9i-SQL, 2005.

IT SKILLSLanguage C, C#, JAVA, JSP, SQL Plus, My SQL, Shell Scripting, UNIX.Platforms Windows, Mac OS X, AS400, Linux, MQ, Oracle, DB2.

Concepts Networking, PC Hardware/Software, MAC Hardware/Software, Operating Systems, Enterprise Application Development, J2SE, J2EE, and Oracle/DB2 Database, QMF Lite, MQ Process, ITIL and SDLC.

Others IBM Web sphere IDE, Eclipse IDE, JBorland JBuilder IDE, Sun Microsystems Application Server PE 9, JBOSS, Tomcat, Putty, Net Beans IDE, Crystal Report, Control-M Enterprise Manager, Beyond Compare, Tortoise SVN (Source Control Software), QTODBC (Query Tool), , TOAD (Query Tool), Tight VNC (Remote Control Tool), Microsoft Office Packages, Lotus Notes, Ultra Edit, Mind Align, Remedy User, People Soft Applications, Microsoft Office Communicator 2007,Cisco Any Connect VPN Client, Same Time, HP Service Manager, NDM Connect Direct, Secure CRT, Citrix Server (Remote Access Application),Identity Manager, Jasper Soft(iReport), Paybase, Microsoft SQL Server, Oracle Sql Developer.

LANGUAGESSPOKEN WRITTEN

English Excellent ExcellentMalay Excellent ExcellentTamil Excellent BasicMandarin Good Basic

PERSONAL INTERESTBadminton I was an active member of my universities badminton club. I enjoy badminton because in addition to keeping me fit, it helps me to develop my physical and mental alertness.Bodybuilding/ Gyming Its been the passion of my for the past 5 years, besides helping me being in a good shape it helps as way to release my stress and rejuvenate.Photography I have developed my photography interest as I love to travel.

WORK EXPERIENCE

May 2013 – Present Scope International (Malaysia) Sdn. Bhd. (Standard Chartered Bank Group) Application Support Specialist (PSS) - STS (Payments) – CURRENT TEAMApplication Support Specialist (PSS) - I Banking (Channels) –PREVIOUS TEAM

Workings as an Application Support Specialist I was able to gain in-depth understanding on the supported application (STS/Ibanking) functionalities/domain as well as BAU process. Apply this knowledge obtain on day to day support and contributed towards system stability. Also had introduced new strategies to handle application issues and having to contrib. towards overall system stability. I was involved in all stages of application support including Production, DR and testing (UAT, UVT/SIT) environment. My daily responsibilities were:

• To ensure system support is provided to meet SLA’s those are reflective of business needs during online and Batch. All problem ticket’s raise by business user’s are being attended and being resolved within the agreed SLA’s accordingly to the severity of the issue on daily basis.• To maintain knowledge repository and required gaining in depth knowledge and understanding on STS (System) modules and to conduct cross training, knowledge transfer between teams and fellow PSS team members.• Required to prepare WIG documents to Incident Management team on escalation hierarchy and update on issue trends and action to be taken for each issue. • All high severity issues have to be resolved within the provided SLA and Conference Bridge had to be initiated with the responsible teams to carry out the Root Cause Analysis (RCA). As high severity issues impose either business or financial impact to the bank.• Support to improve on support performance and quality improvement focusing on preventive measured for both online and Batch by reducing Batch service failures and to reduce Low severity ticket inflow by deriving IA documents for PSS Code fixes for recurring issues. End to End Support has to be provided for all code fixes by PSS at both UAT and Production with coordination with our L3 team.• Support to prepare/ approve and executes DB patches to production environment when required following appropriate process (Smart Patch).• To Attend to stakeholder enquiries from the users on system functionality and to have conference calls with service managers for countries(PK,AO,LK,BD,AE,BH,OM,QA,KH,MZ,JO) supported frequently to adhere to the business requirement and needs.• Reporting was also done on weekly basis to Country Managers and PSS Managers on the system performance and problem trends analysis.• Required to participate and provide end-to end support for both Online and Batch modules during a new version implementation. This is to ensure smooth transition and complete handover is done by the development/implementation team to PSS to support the new version.• Required to attend all approved training, e-learning and all compulsory training on ILDP.• It was necessary to expand my technical knowledge of the IT industry and to be able to communicate effectively with business stakeholders, country service managers and various interface teams. I was dealing with bank users from various countries such as Pakistan,Angola,Sri Lanka,Bangladesh,United Arab Emirates,Bahrain,Oman,Qatar,Jordan.• Above daily BAU, I was involved and been a main contributor of the following PSS initiative and Project such as Project Theia(Audit),AE & PK CBS Replication activity, PK,BD,OM,AE Jasper Migrations and various change activities within the supported application portfolio.• Single handedly completed PK,BD, Jasper Migration with no impact to customer and had solved all minimal problem which occurred within the agreed SLA. • We had recursive testing and printing the cheque in UAT environment and UAT getting sign off for each customer migrations to ensure minimal impact in production.• To report to Manager and senior manager on support country status on weekly basis and to suggest improvement plans to reduce production issue resumption time to meet SLA.• Managing the SCM source synching activity for countries and applications supported to ensure production and clear case source version synchronizations.• Manage weekly End-to-End Jasper New customer Deployment for PK, BD and LK.• To assist manager with interviewing process and people selection for overall CCM KL.

July 2012 – April 2013 Silverlake Group of Companies.Business Consultant – Silverlake Card Processing Center.Workings as a Business Consultant I have gained overall understanding on the organization’s overall business Structure and developed applications. Although I am involved in all stages of the Application Development, primarily I was involved in the testing phase. My daily responsibilities are:• Create Master Test Plan and lead full product cycle testing.• Create test repository.• Perform System Integration Testing (SIT) and deliver User Acceptance Test (UAT), this includes

preparation of the test plan, test scope and test scripts.• Work closely with customers’ end-user group and the technical team/developers to ensure delivery

of fully acceptable and quality system.• Prepare User Guides documents and conduct functional training for the customer’s end-user group.• Support the User Acceptance Test by the customers’ end-user and the life cycle of the deliverable.• To analyze solution provided by third party vendors and to provide reviews based on the analysis

done.• Preparation of user documentation, training documents & user acceptance plans.• As we were the pioneer test team, I was given the task of settings the standard test documentation

and all process involved. Involved on both MasterCard and Visa compliance test task. Working on all stages of project planning, requirement gathering, documentation and as well as

testing.

Sept 2011 – May 2012 Diners Club International UK (Owned by Discover Financial Services) Associate Production Analyst – Diners Club Service CenterWorkings as an Associate Production Analyst have gained me in-depth understanding and knowledge of the organization and the supported application functionalities. I was involved in all stages of application support including production, DR and test (UAT) environment. My daily task consists of the following: General Support - Work on day to day Incident, emails and Change tickets. To ensure

action/escalation accordingly on issues to ensure it’s been dealt within the agreed SLA.Get Familiarize with current issues and support process. Proactive Monitoring on both Service Manager and Support Inbox queues to ensure all issues are being dealt within the agreed SLA.

Service Manager - Update process documentation and support notes when required. Ensure timely closure of incident tickets and to maintain DCISC support inbox. Aim for all emails to be responded and resolved within agreed SLA. I was the key person assigning/escalating issue to the right team member /team to ensure it’s been worked on and resolved within agreed SLA. I was required to open incident tickets for each issue on the Support Inbox and to ensure that it’s been worked on, updated, escalated and resolved accordingly.

Ensure BAU support are provided for all the supported application such as Xchange (Dispute Management System), Xpress/Relay(Diners Club International Authorizations switch system), Franchise Bridges, Interchange (DCI Electronic Interchange system), GUI 1(Diners Club International Franchise Applications), Discover /Master Card batch Clearing and GUI 2(The Global Fraud Database), AER Global Vision(AER Global Remittance Processing System).

Ensure root cause analysis have been conducted for all supported application issues with the corresponding fix/change done.

Required to be on call support for out of hours application support mainly consists of XPRESS, BRIDGE and AUTHORISATION support.

To advised franchise/users on technical enquiries and data extraction. Prepare development plan and to be involved in all stages of the production fix till change have

been tested and deployed in production. Required to attend all assigned e-learning and training courses. On daily basis I was dealing with various users from different Diners club franchises, Issuers,

Acquirers and other teams located globally. Therefore I had to be clear and precise during my communications to ensure my communication is affective.

Dec 2008 – 5th July 2011 Scope International (Malaysia) Sdn. Bhd. (Standard Chartered Bank Group) Production System Support Analyst (PSS) - eBBS Core BankingI have gained valuable experience during this role. As a production system support analyst, was involved in all stages of support and troubleshooting for the in house core banking system (eBBS). This includes: To ensure system support is provided to meet SLA’s that are reflective of business needs during

online and End of Day (EOD). All problem ticket’s raise by business user’s are being attended and being resolved within the agreed SLA’s accordingly to the severity of the issue on daily basis.

To maintain knowledge repository and required gaining in depth knowledge and understanding for both EOD and online modules of the system and to conduct cross training’s between the team and PSS team members.

Required to prepare WIG documents to Incident Management team on escalation hierarchy and update on issue trends and action to be taken for each issue.

All high severity issues have to be resolved within the provided SLA and Conference Bridge had to be initiated with the responsible teams to carry out the Root Cause Analysis (RCA). As high severity issues impose either business or financial impact to the bank.

Require to improve on support performance and quality improvement focusing on preventive measured for both online and EOD by reducing EOD service failures and to reduce Low severity ticket inflow by deriving IA documents for code fixes for recurring issues. End to End Support has to be provided for all code fixes by PSS at both UAT and Production.

Required to prepare and executes DB patches to production environment in case of data related issues following appropriate process.

Required also to attend business enquiries from the users on system functionality and to have conference calls with service managers for countries supported frequently to adhere to the business requirement and needs.

Reporting was also done on weekly basis to Country Managers and PSS Managers on the system performance and problem trends analysis.

Required also to participate in the Disaster Recovery (DR) activities which will be held every 3 months, to ensure all the DR servers are in synched with the Production servers.

Required to participate and provide end-to end support for both Online and EOD modules during a new version implementation. This is to ensure smooth transition and complete handover is done by the development/implementation team to PSS to support the new version.

Required to attend all approved training and all compulsory training on ILDP.It was necessary in this role to expand my technical knowledge of the IT industry and to be able to communicate affectively with business user’s, country service managers and other interface teams. I was dealing with bank users from various countries such as Falkland Island (UK), Australia, Japan, China, Pakistan, Taiwan, Thailand, Malaysia, Singapore and Labuan.

Nov 2007 – Dec 2008 Scope International (Malaysia) Sdn. Bhd. (Standard Chartered Bank Group) Developer - eBBS Core Banking DevelopmentWorking as a developer, was involved in all stages of development of the in house core banking system (eBBS). As a developer I was required to derived the functional and technical specification provided by the business and to code, test and deploy this project’s or small changes into production environment complying with the group procedures and processes accordingly to minimize the cost, time and to improved the quality and efficiency of the deliverable. To ensure this various task have to be done throughout the development life-cycle, such as: On daily basis work progress have to be reported to team lead and line manager who is owing the

ownership for the project, as to ensure quality, efficiency and effectiveness of the task assignment. This is also to ensure the project timeline is meeting as scheduled.

As the team was new, it was crucial to share job knowledge and to conduct cross training sessions to educate the team members as well as to gain in depth knowledge on the system and the processes that need to be adhered during development phases.

To ensure high quality deliverables, various levels of unit testing and system testing are conducted at the initial development stages. This is also to ensure that 0 high severity problem and 0 audit issues due to change related project managed by the development team at the production.

During implementation stage of the project, will also require providing assistance to both PSS and implementation team.

Sept 2007 - Oct 2007 SSIL Computer Services LTD. (Cheam, Surrey)Natural History Museum London (SSIL Computer Services Client Site)Technical Helpdesk Analyst (1st Line Support)Working at Client Site, duties include assisting client calls and to set SLA’s for issues faced by client and to make sure that the issues to be fixed within the agreed SLA time given. I was also required to log calls for each client problem and to get it resolved remotely. Incase of calls that could not be resolved within the given SLA time, then the issue need to be escalated to the Engineer’s attention to be resolved. Basic administrative task was also required to be done on daily basis such as creating new users, managing user permission rights and user account management utilizing programs such as Hornbill’s Supports Works IT Helpdesk, LANDESK Management Suite and COMPELS (Intranet). Both server and desktop (PC/MAC/Blackberry) troubleshooting also required to be done on daily basis through the helpdesk. Required also to build and customize desktop according to user requirement

May 2007 - Oct 2007 Technical Helpdesk Analyst (SSIL Computer Services)Working as a Technical Helpdesk Analyst, duties include assisting client calls and to set SLA’s for issues faced by client and to make sure that the issues to be fixed within the agreed SLA time given. I was also required to log calls for each client problem and to get it resolved remotely. Incase of calls that could not be resolved within the given SLA time, then the issue need to be escalated to the Engineer’s attention to be resolved. Basic administrative task was also required to be done on daily basis such as creating new users, managing user permission rights and user account management utilizing programs such as Hornbill’s Supports Works IT Helpdesk, various backup systems such as VERITAS Backup and LANDESK Management Suite. Both server and desktop troubleshooting also required to be done on daily basis through the helpdesk.

June 2007 - Oct 2007 MICROFIX LTD. (KENT, DARTFORTH)Junior Installation Engineer (PART TIME Contractor)

Working as a part-time IT technician, duties include setting up systems to peripherals, setting up networking on site, system and network configuration, troubleshooting and cable management.

June 2006 - May 2007 MICRO ANVIKA LTD. (CROYDON, SURREY)Technical Sales ExecutiveThe day to day work consist of both PC and MAC system setting, which includes both hardware and software configuration. I carry out hardware/software upgrades and data recovery on both Apple and Windows based systems. As a sales executive it also involved a number of different tasks such as: Advice client on product within my department Maintaining an organized department Meeting both departmental and individual targets General office administrations and cashier To provide technical support for customers.

References : Adrian HallSenior Manager, Diners Club International Service Centre UKE: AdrianHall@discover.comO : +44 1252 362515

David HenneganVice President, Diners Club International Service Centre UKE: davidhennegan@discover.comO : +44 1252 370370

Chong Kah FaiPSS Manager - eBBS Core BankingScope International (M) Sdn. Bhd. (Standard Chartered Bank Group)M: +60123868483 O: +60376813945 E: Kah Fai.Chong @sc.com

Perumal NagalingamTeam Lead Development - eBBS Core BankingScope International (M) Sdn. Bhd. (Standard Chartered Bank Group)M: +60122933619 O: +60376813942 E: Nagalingam.Perumal@sc.com

Kishore Omar AliPSS Manager –STS SupportScope International (M) Sdn. Bhd. (Standard Chartered Bank Group)M: +60126635235