Name: Narinderpal Singh Dhillon

Current Position: Service Desk Analyst (Sr. Exec.) (CSC Malaysia Sdn. Bhd.)Current Specialization: Technical & Helpdesk SupportHighest Education: Diploma in Automotive Technology (3.39 Pointers)

Awarded by TOC College, Malaysia.

Currently pursuing [ part time] Degree in IT (Information Systems)From Wawasan Open University, Malaysia(WOU).

CONTACT INFORMATION

Address : No.43, Jalan SS2/45, SS2, Petaling Jaya, 46300, Selangor, Malaysia.

Email : narinderpal.1003@gmail.comTelephone No : 0165317316 (M)

PERSONAL PARTICULARS & PREFERENCES

Full Name (as in I/C) : Narinderpal Singh A/L Sawaran Singh.I/C Number : 880310-08-5483.Date of Birth : 10th March 1988.Marital Status : Single.Nationality : Malaysian.Gender : Male.Availability : Immediately after notice period of 2 month(s).Possess Own Transport : Yes.

CAREER OBJECTIVE

Advance in the field of Service Management & Delivery particularly in the field of Helpdesk and Support. Contribute and enhance my knowledge and skills in related areas. To apply these in an environment in which these skills are valued and valuable. To have and to create opportunities to improve and broaden my skill set to ensure that I continue to be an asset to colleagues and to the organization.

TECHNICAL SKILLS & COMPUTER LITERACY

- Proficient in the use of Microsoft Office products including Access, PowerPoint, Word, Excel and especially Outlook, including troubleshooting problem related with Exchange Server, Communicator and Live Meeting Configuration.

- Basic programming skills, in C++, and VB ASP.

- Basic knowledge of Active Directory, and other specified applications such as SAP, IBM Mainframe, AS400, Oracle Databases, RSA SecurID + Nortel VPN etc.

- Proficient in ticketing tools such as Remedy 7.6.

EMPLOYMENT HISTORY & EXPERIENCE

CSC Malaysia Sdn. Bhd.(One of Malaysia’s leading IT service providers focusing on Outsourcing, Financial Services & Enterprise Solutions and Integration)Designation : Service Desk Analyst - Senior Executive March 2011 – CurrentSpecialization : Technical & Helpdesk Support

Role : Subject Matter Expert / Workflow

Responsibilities

- Supervise and manage the Email team - Monitors the Helpdesk / Service Center system and respond appropriately and timely to tickets.- Do reporting and queue monitoring daily. (FCR Scrubbing, CSAT scrubbing, CI Scrubbing)- Assist agents with information and call assistance whenever necessary- Create and modify existing scripts with updated process and information.- Join the DSR global conference call occasionally to provide stats and discuss account related

matters- Handle escalations and take over supervisor escalated calls to expedite cases for users- Handle projects such as deployment or update of tools and systems- Provide training regarding new process implementations to agents accordingly.- Monitor the ticket queue and perform ticket scrubbing to ensure pending tickets are cleared in a

timely manner.

Role : IT - Support/Helpdesk

As a Technical Support Analyst I am responsible for the installation, maintenance, support and services of the corporation's personal computer technology infrastructure. Responsibilities

- Supervise and manage the Email team and monitor the mailbox for all incoming mails. Segregate all the email according to their type and priority.

- Responds to end-user and/or tickets inquiries/calls for assistance.- Produces and shares well-written communications and documentation.

o Company specific processes, creation & correction of scripts, Outlook and Windows OS related resolution process documents.

- Monitors the Helpdesk / Service Center system and respond appropriately and timely to tickets. - Configures, installs, tests, troubleshoots, repairs and maintains personal computers and systems

(printers,) related to hardware and software.- Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT

team.- Updates the call logging system with call detail, schedules fault resolution, and keeps all affected

parties aware of progress.- Performs installations and upgrades of recommended hardware and/or software in a manner that is

timely and non- disruptive to end user.

Achievements& Experiences

- Provided and assisted in several trainings on processes, procedures, and hands on training for company specific applications such as AMAPS, SAP, IBM Mainframe, Oracle HRMS, AS400 and Active Directory functionality.

- Awarded Best Agent - July 2013 and August 2014.

EDUCATION BACKGROUND

Present: Currently pursuing a Degree in IT (Information Systems) from Wawasan Open University, Malaysia on a part time basis.

Graduation Date: September 2010

Diploma in Automotive TechnologyMajor : AutomotiveInstitute/University: TOC College, MalaysiaGrade : 3.39 Pointer

Graduation Date: December 2005

Primary/Secondary School/SPM/"O" Level of Science & TechnologyMajor : IT Certificate Additional SubjectInstitute/University : SMK ST.Michael Ipoh, MalaysiaGrade : Grade A/1st Class

LANGUAGE PROFICIENCY & ADDITIONAL INFORMATION

(Proficiency: 0=Poor - 10=Excellent) Course Attended / CO-CurriculumLanguage Spoken Written No. Course Organizer

Bahasa Malaysia 10 9 1. Level 1 Analyst Training Program.

Manpower Staffing Services (M) Sdn Bhd

English 10 10 2. Taekwondo National Championship (Gold Medalist)

Ministry of Youth & Sports

Punjabi 10 10 3. Information Technology For SPM

SMK ST.Michael, Ipoh, Perak.

Hindi 8 0

PERSONAL STRENGTHS

- Organized, believes in working in an order and keeping work place clean and tidy (5S).

- Can work under pressure.

- Able to communicate well with peers & has a cheerful personality.

- Strong verbal & written as well as cross-culture communication skills.

- Ability to work independently or as part of a team, respects authority.

- Hardworking & willing to learn more and enjoys working.