Sakthy Nadarajah

Global customer service expert who meets customers’ expectations to next level. Talented, skilful and proven IT service support in Information Technology for Ericsson Global, General Motors Europe and Shell Global in DXC Technology and Hewlett Packard.

Highly experienced in supporting customers globally for IT services, Level1, Level2 and Level3 in international environment. Customer satisfaction oriented with expertise in delivering services to customers efficiently. Analytical thinker, understands IT services process and deliver high quality supports to an extra-ordinary mile stone.

Nov 2022– Feb 2023

Active Sourcing Specialist

Switzerland-People-Management GmbH

 Utilize social media and networks for searching, engaging, reaching out and identifying potential candidates for open position. Prepare job profile, post and target candidates list for each position’s requirements.

 Sourcing candidates from online resume databases.

2017-2018 (Mac)

Shift Lead – Ericsson Customer Access (Global)

DXC Technology, Cyberjaya, Malaysia

 Delegate task, direction, schedule shifts and assign duties for 8 members.

 Single point of contact for escalations and IT service issues for Level1.

 Primary contact for service outage, spike tickets for Incident and Request through ServiceNow and ensure no missed SLA. Provision hard token.

Coordinate and solve escalated tickets to 2nd and 3rd Level within scope.

 Highlight:

Recognition from Ericsson Supervisor for service delivery excellence.

2014-2017 (Mac)

Shift Lead – Ericsson Customer Access (Global)

Hewlett Packard Enterprise, Cyberjaya, Malaysia

 Escalation prevention for Incidents, Request management and Complaints tickets for Level1. Resolve high severity Incidents.

 Service operations improvement. Identity and Access Management for Customer Access.

 Maintain and manage user accounts, access, permissions, policy, security, system groups, provisioning, validation and authentication.

 Prepare workflow. Support internal software, tools and customer application. Involve banking projects.

 Highlight: Recognition from Ericsson Delivery Lead for excellent work, great achievements and making Ericsson Customer Access team for most stable account across.

Achievements

Introduce and Implement Queue Manager process for tickets assigned.

2013-2014

Storage Capacity Analyst – Shell (Global)

Hewlett-Packard Multimedia Sdn Bhd, Cyberjaya, Malaysia

 Level3 support-shared folder and home directory data migration within or cross over domain. Proactive action plan, schedule, perform capacity, forecasting, load balancing and internal housekeeping for servers.

 Server acceptance (Health Check) performance and decommissioning.

 Knowledge transfer. Standby, on call and remote support for critical case.

 Highlight: Recognition from Shell Manager and Shell Operation Lead for great support given to Shell account.

Award Received

Certificate of Appreciation – Shell Australia Divested Project (July 2014)

2010-2013

Technical Solutions Rep III – General Motors Europe

Hewlett-Packard Multimedia Sdn Bhd, Cyberjaya, Malaysia

 Single point of contact for Level1 IT ServiceDesk, request, incidents and escalations. Technical support across chat, email, call and tickets through ITSM tools. Train onboarding members. Create and maintain user guide.

 Subject matter expert for all IT services and operation delivery matters.

 Build internal process, instructions and communication coordinator.

 Highlight: Compliments from Process Area Lead, (Belgium) and Site lead and Incident Manager, (Germany) for an extraordinary job and great support given throughout the years services.

Recognition from Supervisor for service excellence and client satisfaction for General Motors account.

Award Received

Star of the month – Best performer for (May and June 2012).

2008-2010

Helpdesk Coordinator - General Motors Europe

Hewlett-Packard Multimedia Sdn Bhd, Cyberjaya, Malaysia

Formally Electronic Data System MSC (Malaysia) Sdn Bhd (EDS)

 IT Helpdesk, Queue Manager, Request Handler and Request Manager for Level1. Ensure tickets not breach metrics. Prepare incident and request reports. Monitor tickets ownership and proper prioritization for closure.

 Service improvement plan and minimise error logs. SRM (service request management) task.

 Focal point for IT operations elements from Europe leads and client.

2002-2004

Technical Associate 1 - HP Internal Users

Hewlett Packard Sales (M) Sdn Bhd, Kuala Lumpur, Malaysia

 Helpdesk support (Operations and IT Support). Onsite and remote for software, hardware, VIP users and pre-merger Compaq users. Implement new guidelines and support document. Involve in office setup.

 Identify the issues and act quickly for fast resolution for all IT services matters. Effectively troubleshoot and diagnose issues for users’ problems. Involved in audits, reviews and reports of in-house IT Projects.

 Project manager, manage overall project delivery, administration and appropriate roll-out new applications, tools and software.

 Achievements:

Undertaken effectively and successful overall programme roll-out for projects, E-client: (World Wide PC standardise program), NAI (Net Access Internet), Rescue ME Program, ATM (Automated Technology Manager),

ActivCard (remote access hard token) and Exchange Migration.

1997 – 2002

IT Administrator – HP Internal Users

Hewlett Packard Sales (M) Sdn Bhd

Kuala Lumpur, Malaysia

 Contact point for service request, server support, IT administration, call tracking, backup support and backup servers.

 Maintain hardware/software inventories/licenses. Provide onboarding and off boarding IT services. Prepare user exit and termination checklist.

 Promptly solve complex technical issues by perform root cause analysis.

 Document, track and monitor billings, IT communication equipment and hardware listing. Liaise with vendors and fix hardware issues.

International Diploma in Computer Studies (NCC)

Rima College, Malaysia