Ramrooban Rajenthiran

• Led 100 staff from IT Commonwealth Bank of Australia IT
service Desk.
•Helped to achieve Green SLA (Service level agreement)98%- 100% every month.
• Trained 100 staffs to go live in order to answer Service Desk calls.
• Took care of WFM (Work Force Management) such as staffs scheduling, Performance and Employee engagement
• Experienced in Command Centre conference Calls daily with the top managements.
• Assisted in Technological issue as a Tech lead
• Assisted Service Desk Agents to answer Supervisor Calls.
• Appeared in Commonwealth Bank of Australia (CBA) Newsletter in Employee spotlight Section in May 2020
• Most preferred Team Leader
IT

TEAM LEADER AT DXC Technology From May 2020-Present
• Led 100 staff from IT Commonwealth Bank of Australia IT
service Desk.
•Helped to achieve Green SLA (Service level agreement)98%- 100% every month.
• Trained 100 staffs to go live in order to answer Service Desk calls.
• Took care of WFM (Work Force Management) such as staffs scheduling, Performance and Employee engagement
• Experienced in Command Centre conference Calls daily with the top managements.
• Assisted in Technological issue as a Tech lead
• Assisted Service Desk Agents to answer Supervisor Calls.
• Appeared in Commonwealth Bank of Australia (CBA) Newsletter in Employee spotlight Section in May 2020
• Most preferred Team Leader
IT ANALYST IN DXC Technology
From August 2019-Present
• As part of IT analyst team, I was tasked to perform first level troubleshooting regarding IT related issues : Outlook, Desktop, Remote desktop ,Reset password, Configuration issues , Handle users via phone, emails and chats
• Receive calls from user which within Commonwealth Bank of Australia worldwide such as Asia Pacific, Europe, USA regarding IT problems and try to resolve the issues on first level support before assigned to second level supports.
• Issue documentations in ticketing tools, active listening skills acquired.
• Applied empathetic skills when needed depending from the respond from the caller itself.
• Been to Accent Neutralizations Training, able to speak international English as getting rid of language barriers and culture barriers.
• Handling tickets from Service Now (GSN) such as incidents and events ticket and route to correct support team.
• As for event tickets, reassigning ticket correctly according to hostnames and correct process.

 

EDUCATION
BACHELOR OF BUSINESS ADMINISTRATION (HONS) –INTERNATIONAL BUSINESS (FEB 2017)
Manipal International University
Obtained a CGPA of 3.19 and undertook subjects on Human Resources, Global Marketing, Advertising & Promotion, Information System, Project Management and Operations Management