Alvin Das

I am a highly motivated and committed individual determined to build a successful career in the IT industry. My strengths include the ability to work well under pressure and independently. I consider myself a self-starter and a quick learner, and I approach my work with enthusiasm and a strong service mindset.

I am eager to find employment in the fast-growing IT services sector, where I can make a significant contribution to the development of the industry. I aim to reach my full potential in IT application support and to stay updated with the latest developments and services in Information Technology through active reading, professional training, and peer learning. I hope to succeed with an established and progressive company if given the opportunity.

Senior Application Support - TTMS Software Sdn Bhd - Malaysia

(2019-11)

• Provide second-level application support for business users, doctors, and sales representatives in resolving issues related to the Salesforce CRM software. This includes assistance with reporting, managing new prospects, addressing sales opportunities, and ensuring data synchronization between integrated applications and the Salesforce platform.
• Create and share technical documentation for our team that outlines troubleshooting steps, how-to guides, and other supporting materials to aid in daily operations for business-as-usual (BAU) activities.
• Utilize the ServiceNow ITSM tool to manage incoming issues from all users, particularly incident, request, and change tickets.
• Generate reports from Salesforce as well as from the SQL-integrated tool (Workbench) to produce specific reports requested by business users. We also provide support for other Roche applications such as Docs2Go, VeevaVault (user and document management), and CRM On-the-Go (mobile app), acting as both first and second-level support for business users.
• Manage a vendor system that integrates Salesforce (RFM) with MDM (Reltio) for data maintenance and synchronization to Salesforce (RFM).
• Maintenance on existing flow builder and enhancement request for case creation flow process by business.
• Manage each country's custom metadata settings within Salesforce (Marketing cloud). Especially on permissions sets and validation rules for objects access.
• Manage pricing of each medication service and to maintain in Salesforce and to make sure success flows to middleware (SAP integration - P88) and troubleshoot any price not reflecting correctly in the Ordering portal (FMI).
• Proactively join meetings related to new season releases in Salesforce with developer and architect and to understand each new feature that we can explain to business for query and clarification.

Application Support - Luxasia Group - Malaysia

(2018-08 - 2019-09)

• Proactively troubleshoot ETP POS issues raised by retailers and sales personnel, harnessing tools such as MSSQL and our innovative in-house database search engine to deliver quick resolutions.
• Skillfully address challenges related to the integrated ETP POS system, including web services utilizing Apache Tomcat and ActiveMQ, ensuring seamless operation.
• Resolve Java Runtime Environment (JRE) issues within the ETP POS system, maintaining optimal functionality and performance.
• Implement timely patch updates to the ETP POS system to rectify bugs and enhance system stability.
• Detects and rectifies minor issues in sales report scripts and stored procedures through meticulous analysis in MSSQL, guaranteeing flawless execution.
• Create comprehensive documentation encompassing installation procedures and troubleshooting guides for both MSSQL and the ETP POS system, empowering users with clear instructions.
• Engage in a mini-project to develop a shell script that monitors disk space usage on Windows Server 2003, demonstrating versatility and technical prowess.
• Efficiently manage documents and files on SharePoint Office 365, promoting organization and accessibility within the team.

Application Support - Rentokil Initial (M) Sdn Bhd - Selangor, Malaysia

(2012-08 - 2018-08)

• Provide second-level back-end support and solutions for Rentokil users and businesses on the application called "Icabs" (International Contract Administration Branch System), which is used for sales, servicing, invoicing, and management reporting.
• Offer support for Customer Account Management, Service Planning, Billing/Invoicing, Technician Productivity (using PDAs), and generating reports (database queries).
• Handle all database queries requested by users and deliver the reports needed for their financial reviews. The tools we use to develop scripts for extracting data from the database include SQLDBX and OpenEdge Progress.
• Manage projects for Asian countries related to application upgrades, including involvement in User Acceptance Testing (UAT) and Go Live technical support for end-users.
• Serve as the Incident Manager for any Priority 1 (P1) or Priority 2 (P2) issues reported by the business, applying ITIL processes to resolve the issues in accordance with Service Level Agreements (SLAs).

IT Analyst - CSC Malaysia

(2009-08 - 2012-08)

• Troubleshoot Microsoft Office 2003 and 2007 applications, including Outlook, Word, Excel, and PowerPoint.
• Diagnose hardware issues related to laptops, desktops, networks, local printers, and smartphones.
• Resolve basic network problems, such as VPN, LAN, and Wi-Fi connectivity issues.
• Perform password resets for the AS400 Mainframe system, SAP, and Active Directory.
• Provide email support via Outlook 2007 and chat support for end-users.
• Use a remote access tool called Bomgar to assist end-users in resolving application issues and answering "how-to" questions.
• Manage severity 1 and 2 incidents and collaborate with the incident management team to ensure tickets are addressed by the appropriate support group in accordance with SLA.

IT Analyst - Shell IT Malaysia

(2007-02 - 2009-07)

• Troubleshoot in-house applications such as LiveLink, SAP Portal, and Java-related websites, focusing on basic and server-related errors. More complex issues will be escalated to the appropriate support team for further assistance.
• Provide support for Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Access.
• Troubleshoot hardware issues related to laptops, desktops, networks, local printers, and BlackBerry devices.
• Assist with basic network configurations, including VPN, LAN, and Wi-Fi connections.
• Provide support for Windows XP (64-bit) users.
• Offer support for Windows Vista and Windows Vista (64-bit) users.
• Report any software or hardware issues affecting Shell's global business to Incident Management.
• Use HP OpenView ServiceCenter to log incidents for monitoring change management and problem management, following ITIL processes.

IT Analyst - Hewlett-Packard (M) Sdn. Bhd.

(2006-01 - 2007-01)

• Provide first-level support for HP Agilent (internal employees)
• Troubleshoot applications such as Oracle, SAP, and Siebel. For example, if a user fails to log in due to a Java error in Oracle, conduct the necessary troubleshooting in Oracle and Internet Explorer.
• Troubleshoot and diagnose networking issues and provide users with information regarding downtime, upgrades, and the deployment of patches and fixes.
• Troubleshoot office applications.
• Troubleshoot Windows XP and Windows 2000. (blue-screen error, computer system crash, service-pack updates)
• Troubleshoot network printers as well as standalone printer (driver install/re-install, add printer etc)
• Resolve VPN authentication and connecting issues.

Customer service executive - Celcom (Vads)

(2005-01 - 2006-02)

• Providing first-level support by attending calls, troubleshooting issues, and offering essential information about promotions and outages related to telecommunication service.

Diploma - Computer engineering and networking - Informatics College Kuala Lumpur (2001 - 2003)