Prem Raymond

Prem Raymond Address: 311, Jalan Kijang 2, Taman Suntex, Cheras, 43200 Selangor Phone:- Email:- OBJECTIVE To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. WORK EXPERIENCE 10/2012 - 11/2018 Malaysia Convention & Exhibition Bureau (MYCEB) – Senior IT Executive Responsibilities: ● Oversee and update assigned support service requests. ● Handle daily technical support activities on desktop support, data network and server management. ● Grow clients and communicate to Account Manager by determining new opportunities. ● Setup desktop computers and peripherals and test network connections. ● Setup of Audio & Video (projectors) for meetings, exhibitions and presentations ● Install and test desktop software applications and internet browsers. ● Test computers to ensure proper functioning of computer systems. ● Train end users on usage of computer hardware and software. ● Develop and manage effective professional working relationships with contractor personnel, co-workers and clients. ● Adhere to policies as per corporate manuals and directives. ● Extend computer support for systems’ software and hardware. ● Setup computers and install software for various applications and programs. ● Interact with staff on desktop problems and their resolution. ● Network and connect computers within organization to better communication., ● Setup of Emails via Exchange, Office 365 to PC, Laptops and mobile phones. ● Order or buy computer systems and liaise with purchase and supplies department. ● Maintain computer peripheral devices like printers, scanners and resolve associated problems. ● Maintain servers and its daily functional process. 07/2019 – 02/2020 Beckton Dickinson (BD) – Technical Support Specialist Responsibilities: ● Assisting and troubleshooting medical device related issues ● Identifies the priority status of an issue based on customer feedback and the nature of the problem. ● Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management. ● Responsible for the overall ownership of the case or will ensure proper escalation processes are followed ● Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem. ● Logs and tracks every customer case using problem management database, maintains history records and related problem documentation. ● Consults with advanced team members and their liaisons to understand software and hardware errors. Is familiar with installation of personal computers, software and peripheral equipment. ● Notifies appropriate internal personnel of issues with a particular account. ● Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required. ● Performs other duties as assigned. 03/2020 – 03/2021 Dell Technologies - IT Application Management Specialist Accountabilities: ∙ Manages, resolves and documents issues and events related to system and environment availability. ∙ Monitors and measures performance characteristics of applications. ∙ Performs routine maintenance. ∙ Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues and conduct mentoring and training. ∙ Proposes and implements systems enhancements that will improve the reliability and performance of the system. ∙ Learns new applications, Dell-specific technologies, system behavior and business processes as they relates to customer needs. ∙ Designs, authors, tests, documents and debugs application packages according to the customer’s standards, policies and procedures. ∙ Maintains packaging, QA and verification workflows, lessons learned logs and other centralized documentation. ∙ Creates and maintains application packaging test and development environments. ∙ Defines corporate packaging standards and strategies. ∙ Performs application environment builds and refreshes of complex environments. ∙ Creates, implements and tests disaster recovery procedures. ∙ Consults with management to promote and develop technical enhancements. ∙ Leads initiatives and special projects. Responsibilities: ∙ Knowledge of a wide range of policies and procedures for the work area. ∙ Integrates knowledge and experience as a skilled specialist. ∙ Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies. ∙ Possesses deep technical knowledge in area of specialization. ∙ Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions. ∙ Creates documentation on all incident work. 09/2021 – 12/2022 Wipro Limited MALAYSIA (Maxis Project) – Desktop Support Responsibilities: · Troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements. · Perform operating system imaging, software and setting deployment services · Apply layered and other best practices guidelines related to OS image management. · Following strict change, incident, request and problem management guidelines; and ensuring compliance to service level agreements · Address user tickets regarding hardware, software and networking · Walk customers through installing applications and computer peripherals · Ask targeted questions to diagnose problems · Guide users with simple, step-by-step instructions · Conduct remote troubleshooting · Test alternative pathways until resolve an issue · Customize desktop applications to meet user needs · Record technical issues and solutions in logs · Direct unresolved issues to the next level of support personnel · Follow up with clients to ensure their systems are functional · Report customer feedback and potential product requests · Help create technical documentation and manuals EDUCATION 1999 - 2000 Multimedia Training Development Centre (MTDC) Course of Study: Certificate in Multimedia Management 2002 - 2004 Goon Institution Course of Study: Diploma In Computer Studies ADDITIONAL SKILLS REFERENCES Communication Customer service Problem-solving Time management Leadership Tech Savvy Mr Thamotharan Manager (DELL--Nik Azlan HR Manager (MYCEB--