Faizal V B

• Key Roles :
  -Data Centre Maintenance and Security
  - Data Center Infrastructure Management
  - Capacity Planning
  - Security and Compliance
  - Vendor and ISP Management
  - Monitoring and Troubleshooting
  - Documentation and Reporting
  - Budget Management
  - Communication and Stakeholder Engagement

This was a contact job for a month ad was part of a system migration project.
Migrating all user machines to windows 11 including desktops and windows surface pros
Replacing old HDDs with SSDs.

• Liaised with third parties to purchase end user equipment as

necessary.

• Spearheaded new IT training and development programmes to boost employee retention.
• Oversaw execution of IT projects from inception to execution.
• Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
• Led IT support for 1st, 2nd, and 3rd line hardware and software issues.
• Directed installation and configuration of computer hardware, operating systems and applications.
• Implemented network security policies and performed audits, leading to reduction in security breaches.
• Identified skill gaps and restructured IT team, increasing department capabilities.
• Led infrastructure projects to install and upgrade various systems.
• Tested and administered disaster recovery plans for different systems.
• Trained IT support staff to manage enquiries from end-users with first-call resolution.
• Evaluated telephony systems and drove inbound call routing improvements to customer minimise waiting times.
• Assessed data security and compliance to GDPR regulations.
• Collaborated with project engineers to roll out, manage, or patch software.
• Managed team of IT support technicians, developing workflows and processes.
• Acted as first point of contact for hardware and software troubleshooting queries.
• Identified and recommended cost-effective technology solutions.
• Executed performance reports and submitted to management for review.

• Senior executive level position supporting managers, agents and customers for multifaceted money exchange.
• Utilized expertise and sound judgment in handling customers according to priorities.
• Took action upon all incoming communication including calls, emails, and other internal correspondence.
• Registration and activation of corporate accounts.
• Verification and documentation of IDs and back-end operations
• Follow up with the customer to ensure a satisfactory resolution

• Providing advice, support, and assistance to system users via the IT service desk telephone system and remote support software tools.
• Logging and processing support issues via telephone or email whilst ensuring a high level of customer service
• Providing first-line technical support, answering support queries via phone & email.
• Remote administration and management of customer premises and equipment.
• Writing progress and statistical reports for Team leaders and managers.
• Update and maintenance of the IT service desk authorized user database.
• Liaised with service users to ascertain necessary system improvements.

• Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
• Gave first-line support to customers within agreed Service Line Agreement (SLA).
• Participated in weekly department meetings to provide input on new and technical processes.
• Communicated technical concepts to customers clearly by phone, email and online chat.
• Wrote technical documents related to current products for publishing on support page.
• Recommended and implemented configuration changes and system additions to optimize performance.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Managed technical support page by creating FAQs and posting knowledge-based articles.
• Provided remote support for product functionality, maintenance and troubleshooting.
• Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
• Reduced escalation workload and maintained timely feedback to management.
• Reported incidents, risks and hazards by following set procedures.
• Supported out-of-hours service by working unsociable hours on-call.
• Researched and investigated client complaints to make recommendations and action plans.