Kavitta Thambidora
Service Manager
Segambut
Summary
Strategic Planner and Visionary with a flair for adopting modern project execution methodologies in compliance with predefined standards. An excellent communicator with a honed relationship, leadership, planning, coordination and analytical skills with the capability to view the larger picture, taking business-critical decisions from the front to attain operational improvement. Practiced in Program Management including initial planning and scoping, scheduling, implementing and deliver programs within time quality. Exemplary interpersonal leadership communication and presentation skills.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Service Manager
Computacenter
04.2024 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and offer available solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Regional Service Manager - Glaxo Smithkline (GSK)
Ricoh (M) Sdn.Bhd.
12.2017 - Current
- Ensures efficiency and effectiveness of technology solutions deployed in support of the project goals and objectives.
- Manages multiple teams (internal and external) on a single deployment effort.
- Manages the overall project plan, scope, deliverables, customer expectations, risks, issues, quality, etc.
- Develops realistic work estimates, financial budgets and timelines.
- Responsible in the development and maintaining constructive relationships with project stakeholders namely clients, service provider, vendors and partners.
- Responsible in the monitoring and reporting on project activities and status and provide relevant information on timely manner.
- As a point of escalation, monitoring and managing customer service alerts as an identified user of the customer's trouble ticket system.
- Monthly (or as mutually agreed) service reviews with the customer.
- Coordinating activities to support the ongoing change management.
- Coordinating all IMACDs based on customer's policy / requirements.
- Develop operational documentation and implement relevant processes / procedures.
- Drives operational account strategy in conjunction with MDS Consultant and Account Manager.
- To implement Customer Satisfaction surveys and produce Service Improvement Plans which are agreed with the customer.
- Manage the fleet, by analyzing utilization performance and together with the Account Manager/Consultant make recommendations for fleet rationalization to the customer on a regular basis.
- Professionally manage within legal guidelines all the disengagement of 3rd party contracts as they expire throughout contract life.
- Manage and organize training on new products & tools for customer (where applicable).
- Ensure asset database is well-maintained (where applicable).
- Manage 3rd party service providers to agreed SLA (where applicable), and negotiate and improve where necessary through the lifetime of the contract.
- Make recommendations for improving services.
- Manage the Customer relationship at appropriated operational level.
- To establish effective working processes with other teams within Ricoh Malaysia.
- Ability to identify additional opportunities and convert into sales prospects.
- Working closely with MDS technical team to ensure all SLA are met.
Regional System Administrator-Glaxo Smithkline (GSK)
Ricoh (M) Sdn.Bhd.
06.2013 - 12.2017
- I am responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
- I participate in technical research and development to enable continuing innovation within the infrastructure.
- I ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and partners.
- I had assisted project teams with technical issues in the Initiation and Planning phases of our standard Project Management Methodology.
- These activities include the definition of needs, benefits, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions.
- Participation on projects is focused on smoothing the transition of projects from development staff to production staff by performing operations activities within the project life-cycle.
- I am accountable for the following systems: Linux and Windows systems that support GIS infrastructure; Linux, Windows and Application systems that support Asset Management.
- Responsibilities on these systems include System Administrator engineering and provisioning, operations and support, maintenance and research and development to ensure continual innovation.
Incident Management Specialist
CSC (M) Sdn.Bhd.
03.2009 - 06.2013
- To prevent customer dissatisfaction and poor perception with Incident Management through reports and monitoring services.
- To ensure low priority incidents are managed by internal and external Service Providers as per the documented process and agreements.
- To ensure good response levels and help service providers manage customer's expectations, and reduce 'status calls' at the SPOC.
- To prevent avoidable response and resolution Service Level misses.
- To encourage 3-2-1-0 and appropriate assignments (to reduce unnecessary reassignments).
- To reduce variance in process compliance and improve customer focus.
- End to End Incident Management known as E2E.
- E2E team works alongside the Incident Management team.
- E2E monitors, tracks and escalates non-critical incidents (priority 3,4,5) that require special attention.
- The incidents that can affect customer satisfactions are, aging incidents, status calls, SLA breaches/risks and discrepancies (administrative errors).
Microsoft Tier 2 Engineer
Datacom Southeast Asia (M) Sdn.Bhd.
11.2007 - 01.2009
- Providing 2nd level support to the entire Microsoft product and technologies.
- Installation, administration, troubleshooting and support for Windows Vista/XP/2000.
- Responsible for administering, maintaining and securing FTP Server.
- Responsible for administering, maintaining and security Print Servers.
- Handling hardware and software troubleshooting of system and peripherals.
Helpdesk Specialist Outsourced Project for Malaysian Airlines System (MAS)
IBM (M) Sdn.Bhd.
06.2006 - 10.2007
- Providing 1st support to the entire Airlines. Working in a shift-based environment 24x7 worldwide support.
- Providing support for Windows XP/2000/98/95 based software support.
- Supporting Microsoft Windows 2000 Server and Advanced server 2k, Microsoft Windows Windows_NT 4.0 Server via Terminal Services.
- Familiar with DELL OptiPlex & PowerEdge series of units.
- Utilizing Net meeting & VNC to troubleshoot the client-side desktop issues.
- Print server administration and support. (Windows/VTAM/IMS).
- Knowledge in TPF, TSO, RACF, VTAM and AS400 for this mainframe-based environment was essential.
- Problem calls are logged and tracked via Service Center.
- Problem calls are handled in accordance to problem escalation and management processes.
- Updating anti-virus signature using Trend Micro Antivirus to sites, which do not receive the antivirus pattern, updates.
- Ensured problem escalations between Dell onsite Engineers, MAS 2nd Level Support Team, IBM and various Vendors (SITA, DELL, NCR, HP, CANON, VADS etc.) are within the SLA.
- Took ownership of problem tickets created and ensured that follow ups and problem escalations were done accordingly.
- Initiated opportunities for First Call Resolution (FCR) in the team, which will be added value on the overall Helpdesk performance.
- Preparing Incident Report after an incident involving major backbone resolves.
- Active monitoring for some system, which is tagged as critical.
Education
Master of Business Administration - Operation and Management Information System
University Malaya (UM)
01.2013 - 01.2015
Bachelor of Information Technology - undefined
University of Tenaga Nasional (UNITEN)
01.2004 - 01.2006
Diploma of Information Technology - undefined
University of Tenaga Nasional (UNITEN)
01.2001 - 01.2003
Skills
Knowledge and Skills
Developing Others
Managing Risks
Coherence and Integrity
Proactive Decisions
New Business Development
Effective Delegation
Change Management
Customer service
Relationship building
Customer service management
Problem-solving
Employee training and development
Service documentation
MS office
Team collaboration and leadership
Customer satisfaction measurement
Multitasking and organization
Critical thinking
Service quality management
Certification
ITIL VERSION 4 FOUNDATION
Timeline
Service Manager
Computacenter
04.2024 - Current
Regional Service Manager - Glaxo Smithkline (GSK)
Ricoh (M) Sdn.Bhd.
12.2017 - Current
Regional System Administrator-Glaxo Smithkline (GSK)
Ricoh (M) Sdn.Bhd.
06.2013 - 12.2017
Master of Business Administration - Operation and Management Information System
University Malaya (UM)
01.2013 - 01.2015
Incident Management Specialist
CSC (M) Sdn.Bhd.
03.2009 - 06.2013
Microsoft Tier 2 Engineer
Datacom Southeast Asia (M) Sdn.Bhd.
11.2007 - 01.2009
Helpdesk Specialist Outsourced Project for Malaysian Airlines System (MAS)
IBM (M) Sdn.Bhd.
06.2006 - 10.2007
Bachelor of Information Technology - undefined
University of Tenaga Nasional (UNITEN)
01.2004 - 01.2006
Diploma of Information Technology - undefined
University of Tenaga Nasional (UNITEN)
01.2001 - 01.2003