Hemawathy Muniandy

Responsibilities

• Manager of a team of 9 Technical Account Specialists providing Managed Services. Responsible of KPI alignment and providing coaching and mentoring. The scope of support included cost recovery print management using solutions powered by Kofax, Ysoft, Papercut. AWMS and others. Resource planning and rostering, including a 24x7 standby service.
• Major Incident Management of high-priority issues, consisting of assembling, coordinating the appropriate response team, and providing regular updates to key internal and external stakeholders. Problem management lead to identify root causes of critical or recurrent incidents and implement corrective and preventive actions.
• Department Service Design and Operation based on ITIL v3 including requirement gathering, business process definition, service catalogue, playbooks and collaterals documentation and promotion to internal and external stakeholders.
• Service performance and vendor management, establishing back-to-back SLAs and reviewing internal and external alignment to service agreements.
• Introduction, management, and administration of the ITSM platform. Initially limited to our department only, the platform was extended to other parts of the business I successfully onboarded (60 agents and > 6’000 end users).

Achievements

• SCP Service Professional certification in 2020: Project Lead
• Established a Major Incident Management process to support engineers, allowing them to follow clear guidelines to restore our clients’ business processes under 2h in average.
• Introduced a rostering system to efficiently guarantee a coverage during operations hours. Incident response and restoration SLA met 98% of the time during this period.
• Quality operations has led to the successful retention of all onboarded clients throughout my time in the role.

Responsibilities

• Manage a team of 10 technical support engineers to provide technical support services to business end users of OpCo products & services
• Resolver 2 customer escalations for Asia-Pacific: Office equipment and software.
• Skill assessment, mentoring of the Level 2 support engineers on Fuji Xerox and partners solutions, as well as general IT training.
• Enhanced customer satisfaction by efficiently addressing and resolving support issues.
• Maintained up-to-date knowledge base articles for both internal reference and external self-help options available to customers.
• Collaborated with cross-functional teams to improve overall product quality and user experience.
• Improved first-contact resolution rates by empowering team members with the necessary tools and resources at their disposal.
• Mentored new hires, promoting a positive work environment and fostering professional growth.

Achievements

• Training and coaching of the support engineers allow to achieve all SLAs with over 95% customer satisfaction rate.
• Continuous self-development and learning allowed me to stay on top of technology, allowing me to not only meet KPIs, but also bring innovation to the team’s processes.
• All business objectives met or achieved over expectation. Role model in terms of behaviour and integrity.

Responsibilities

• Provided remote technical solutions support for both managed and non-managed solutions and services using both standard and custom processes within agreed standard and custom SLA’s.
• Provided customer support for various software solutions which ran on various industry leading technologies such as apache servers / Databases such as MSSQL.
• Problem managed and ensure the resolution of various technical issues to their completion with both internal and external software vendors.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

Responsibilities

• Supported and provided technical solutions to customers who are using the Fuji Xerox products especially the multifunction machines (include copy, fax, print and scan functions) and office printers in a timely manner via telephone, email and remote session.
• Provided basic troubleshooting on the Fuji Xerox software solutions that used and purchased by customers from Fuji Xerox eg: Docushare, Docuworks, AWMS and etc.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

Achievements

• Awarded Making the Difference in 2011 in recognition of my personal contribution to Customer Satisfaction

Responsibilities

• Handle Project Office tasks for AP and ANZ
• Assisting the Project Managers on the Project office relates tasks.
• Helpdesk support, educating & improving training packages for both Project Managers and Architects on the IBM account for all Project Office Tools.
• Chair meeting on the resource assignment for Asia Pacific IGA projects.

Responsibilities

• Supported Customer: Q-cells
• Managed the team of 12 IBM staffs in providing operations resources for a period of 6 months to Q-cells.
• Team members are included: 2 Service Desk agents, 2 Service Desk OnSite agents, 2 Network Admin, 2 Database/Storage Admin, 2 System X Admin and 2 System P Admin.
• Provided external infrastructure expertise on man and material basis for 6 months duration.
• Trained and transferred knowledge to the new Q-cells staffs that come on board during the engagement.

Responsibilities

• Reverse transition has been completed in Noida, India from 15th Feb 09 – 21st March 09, I was nominated as one of the trainer to the new Nokia Service Provider.
• Supported customer: NOKIA
• Was promoted to this position which requires 0.5 FTE for the moment effectively Mon 14th July 2008.
• Reviewed the process with the Service Desk Voice Lead and On Site Support Manager for Voice related tasks before accepting any process to be in place with agreement from both parties: IBM and Nokia.

Responsibilities

• Customer Supported: NOKIA Asia Pacific
• Managed the team of 21 people (User Account Team) since May 2006.
• Required to handle the team of 10 people (Voice team) as an additional task due to the non performance of the team effective March 2008.
• Assisted to support on the operation related as in accordance to task assigned irrespectively to all work-related.
• Accessibility :- actively support & ensure the Delivery of the Services at the agreed Service Level Agreements.
• Ensured continuous mentoring & coaching towards all agents, so the Information-Sharing could be cascaded down to all agents & foster the growth of knowledge build.
• Fostering Teamwork & collaboration across all Teams internally & inter-group to create a harmonize working environment.
• Support to analyze & review all agents’ quarterly performance to ensure the work performance quality delivered.
• Efficiency – Ensure all agents are adhere to the Schedule Arrangement (any issues) & possibly to avoid no more than 2 Days/ month for EL/ MC.
• Prepare monthly and weekly reports on emails and tickets solved by UAM team, FCR, OTD and ADT reports.
• Received Agent of the Month Award (2nd Runner Up) of the RCC, IBM – May 2005

Responsibilities

• Received call and ensure the Petronas station dealer’s problem is updated and recorded to the system and escalate to the proper vendor.
• Handle public user’s complaint on Petronas station and provide best customer service.

Responsibilities

• Ensure all calls received are recorded in the system
• Ensure all calls are closed within the SLA
• Call the Petronas station dealer within 15 minutes from the log calls received
• Resolved log calls received through phone
• Managed time effectively so as to adhere to the SLA
• Prepared weekly and monthly reports on the call status