Baarveendan Murugiah
Kuala Lumpur,02
Summary
Dynamic Service Operations Engineer with hands-on experience at GorillaMedia leading incident management and proactive service improvements. Adept in Jira-driven escalation management and troubleshooting, while promoting collaboration across teams. Consistently recognized for elevating service delivery standards and customer satisfaction through structured quality improvement initiatives.
Overview
14
14
years of professional experience
Work History
Service Operation Engineer
GorillaMedia
Kuala Lumpur, Kuala Lumpur
05.2025 - Current
- Service Monitoring & Incident Management: - Monitor the performance and availability of IT services and infrastructure, responding to incidents and outages. Provide rapid resolution of service interruptions to minimize downtime and impact on users.
- Proactive Issue Resolution: - Identify trends, recurring issues, and potential problems within services. Work proactively to resolve issues before they affect service delivery, including performance bottlenecks, outages, and user complaints.
- Root Cause Analysis: - Conduct root cause analysis (RCA) for major incidents, working to identify underlying issues and implement permanent fixes to prevent recurrence
- Service Level Management: - Ensure that service levels are consistently met in line with established Service Level Agreements (SLAs). Track service performance, prepare reports, and provide recommendations for improvement.
- Collaboration with Teams: - Work closely with cross-functional teams, including Customer Service and Support, and Infrastructure teams to ensure seamless service delivery and support.
- Documentation & Knowledge Management: - Create and maintain comprehensive documentation for services, incidents, troubleshooting guides, and processes. Ensure that knowledge bases and ticketing systems are up to date.
- User & Customer Support: - Provide escalation support to the Customer Service team for complex issues and ensure high-quality service is delivered to internal users or customers.
- Continuous Improvement: - Stay updated with the latest IT trends and best practices. Participate in continuous improvement initiatives to enhance service operations.
Technical Support Executive
Concentrix
11.2024 - 04.2025
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
Customer Service Executive
Cigna International Malaysia
12.2023 - 11.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Customer Service Executive
Sutherland Global Service
01.2023 - 12.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Technical Support Representative
TeleDirect Malaysia
12.2021 - 12.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Operation Engineer
Infineon Technologies
05.2018 - 11.2021
- Developing and implementing operational procedures and policies to promote efficiency within the organization
- Monitoring and troubleshooting operational systems to ensure their continued functionality and efficiency
- Analyzing operational data and reports to identify areas for improvement and implement necessary changes
- Working with other departments to integrate operational procedures
Equipment Engineering Technician
Panasonic Energy Malaysia
02.2017 - 04.2018
- Assisted in creating standard operating procedures for equipment installation, operation, and maintenance.
- Maintained detailed records of all maintenance activities, allowing for better tracking of equipment performance over time.
- Contributed to cost savings by recommending upgrades or replacements for outdated or inefficient equipment.
- Optimized spare parts inventory management system, reducing costs associated with ordering unnecessary parts.
Process Engineering Technician
First Solar
01.2012 - 02.2017
- Conducted routine tests on products, ensuring compliance with industry standards and specifications.
- Supported process improvement initiatives by collecting data, analyzing trends, and recommending actionable solutions.
- Actively participated in regular team meetings providing input on process improvements, project progress updates and discussing challenges faced during daily operations.
- Consistently worked towards meeting or exceeding established production targets through effective planning and coordination efforts.
Education
Bachelor In Engineering Management - Engineering
City University Malaysia
Kuala Lumpur, Malaysia12-2018
Diploma In Industrial Electronics - Electronics
ADTEC Kulim
Kulim, Kedah, Malaysia12-2011
Skills
,,,,,,,,,,,,,,
Zendesk experience
Zendesk expertise
Friendly, positive attitude
Teamwork and collaboration
Salesforce software
Salesforce component development
Salesforce CRM software
Quality improvement
Manufacturing operations
Supplier relationship management
Operations management
Customer support
Troubleshooting
Application support
Technical troubleshooting
Additional Information
Available : Immediately
Willing to Relocate
License: B2 & D
Have Own Transportation
Hobbies and Interests
Badminton
Futsal
Listening To Music
Skills
4,4,4,4,4,4,4,4,4,4,4,4,4,4,4
Personal Information
Title: Technical Support & Engineer
Languages
- English
- Malay
- Tamil
Timeline
Service Operation Engineer
GorillaMedia
05.2025 - Current
Technical Support Executive
Concentrix
11.2024 - 04.2025
Customer Service Executive
Cigna International Malaysia
12.2023 - 11.2024
Customer Service Executive
Sutherland Global Service
01.2023 - 12.2023
Technical Support Representative
TeleDirect Malaysia
12.2021 - 12.2022
Operation Engineer
Infineon Technologies
05.2018 - 11.2021
Equipment Engineering Technician
Panasonic Energy Malaysia
02.2017 - 04.2018
Process Engineering Technician
First Solar
01.2012 - 02.2017
Bachelor In Engineering Management - Engineering
City University Malaysia
Diploma In Industrial Electronics - Electronics
ADTEC Kulim