Mikeinderaj Singh

Service Delivery Manager at Rentwise Malaysia
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Contact Information
us****@****om
(386) 825-5501
Location
MY
Skills

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5.0

/5.0
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sharifuddin kidam

Mike is an approachable guy which would provide me with information needed or direct me to the required person to have my matters resolved . Responsible and punctual and true to his personality which says things as it's suppose with sugar coating it. Enjoyed working with him professionally and as a friend.

Ben Lee

he is a soft-spoken man but very firm in his actions, especially in making decisions. Yet, was flexible in adapting to changes and modifying approaches for the benefit of not only himself but company as a whole

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Credentials

  • ITIL Foundation Level
    AXELOS Global Best Practice
  • ITIL Service Operation
    AXELOS Global Best Practice
  • PRINCE2® 2017 Practitioner
    AXELOS Global Best Practice
  • PRINCE2® Foundation Certification Training
    AXELOS Global Best Practice

Experience

  • Rentwise Malaysia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Delivery Manager
      • Dec 2021 - Present

      As a Service Delivery Manager (SDM) is responsible to manage the performance of services to clients as per agreed contractually and ensure that Service Levels are achieved.The SDM provides a link among projects, programs, customers and resources while managing the Helpdesk team to accomplish the below: • Cross functional role within the organization and is responsible to ensure all service delivery teams and related business units within the organization deliver as per SLAs, OLAs and contracts. • Build strong and effective relationships with clients to manage the transition from close of Sales to Post-Sales Support. • To manage and ensure post sales services provided are of desired quality and within SLA. • Support applications Bitdefender, Just Samit,O365 manage deployment of desktop and clients • Support and manage the company’s total quality managment mantra of providing precision services. • Oversee the day-to-day implementation and operational aspects of the client post sales relationship. • Work with internal groups, clients, sales and vendors to manage priorities, deliverables and expectations. • Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and responsible to ensure appropriate teams/expertise are available for continual customer support. • Manages the relationship with the customer to ensure customer satisfaction is met and exceeded. • May be responsible for budget analysis, resource planning, cost control and efficiencies in areas of service delivery. • Accountable for problem resolution and change management processes within the service delivery portfolio. • Responsible to manage the performance of vendors that have been contracted to deliver support services on behalf of the organization.

  • Datacom
    • Armenia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Account Manager
      • Aug 2019 - Present

      Product Platform Support: CloudBlue commerce platform enables service providers of any size and a wide variety of business models to automate, aggregate and monetize their own cloud and digital services as well as those from third parties. CloudBlue also enables ISVs to take their offerings to market almost instantly across the entire multi-service provider ecosystem with the company’s industry-leading cloud commerce and anything-as-a-service (XaaS) platform. Job Roles and Responsibilities: Act as the middleman to support organization to ensure client escalations are resolved in due time with CloudBlue support team. Accurately replicate, identify, and document software defects with appropriate tracking system Perform quarterly Business reviews and assist in product CloudBlue training's needed Employ project management skills to put together installation programs in Upgrading CloudBlue platform that would minimize disruption for customers. Monitor the progress of product installations to ensure that they are successful. Monitor support requests made by customers to identify any recurring issues and recommend changes to products. Assist in strengthening customer relationships and ensuring customer satisfaction. Hold regular review meetings with customers for discussions on any problems and issues and find way to provide solution to client.

  • Vinx Malaysia Sdn Bhd
    • Malaysia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • SERVER OPERATION MANAGER /SERVICE DELIVERY MANAGER
      • May 2015 - Present

       Responsible to Technical Support Incident Management Services provided remotely  Enforcing the ITSM and SLA standards for the Incident Management lifecycle process.  Streamlined support group in appropriate towers according to skills and capabilities.  Actively participate in taking necessary mitigation steps in escalating to management attention where appropriate.  Ensure all cases are acted upon conscientiously and framework expected according to SLA  Provide clear and unambiguous communication with Incident Management case tools  Prepare Monthly Vendor Meeting presentation which includes the overall Data Center and server’s infrastructure health, pending projects and providing incident reports of severity 1 and 2 cases.  Translate business requirement to Technology, Process & Operation requirement.  Involved in getting the requirements of pre and post migration of servers during the initial take over from Hewlett Packard (HP) to Vinx Sdn. Bhd.  Currently involve in deployment of Read only Domain Controller (RODC) to AEON stores nationwide  Plan and Setup System Center Configuration Manager (SCCM) with vendor for nationwide AEON store deployment.  Part of the server team to provide 24x7 standby on a rotational basis.

  • Air Products and Chemicals
    • United States
    • Retail
    • 1 - 100 Employee
    • Application Infrastructure Technical Support Analyst
      • Jan 2012 - May 2015

       Support application infrastructures to meet SLA availability requirements including HA. Ensuring all issues related to application supported are documented , maintained and improved on in our share point. Enterprise Portal and Collaboration – Citrix, SAP BusinessObjects Enterprise and Data Services, Whale (IAG) Application Specific: Team Center (STAC), Phoenix, Ebiz, LBShell, TRC, GetPaid, Tripmaster, BizRights, SAP Finance bolt-on (Procworks), Quintiq Shared App Architecture: Citrix, IAG, MASE, .Net framework and connectors, MS Application Center, BizTalk, IIS, ISA, Log Parser, MSMQ, Visual SourceSafe, WebSphere, UC4 Infrastructure Operating Systems Supported: Windows (NT, Windows 2000, Windows 2003), VMWare (ESX and GSX), OpenVMS Other software supported Veritas Backup and Netbackup, Windows 2000 and 2003 Clustering Ensure stability, security, and sameness for Air Products’ applications. Provide 24x7 supports per SLA/OLA requirements for landed technologies and infrastructures. Perform in-depth Troubleshooting and Problem Analysis, working with other 3rd Level teams, AS&D and vendors as needed to achieve Problem Transition support knowledge through a landing process to Operation Team  Ensure compliance to appropriate ITIL process (primarily Incident, Change, Problem and Release)

    • Service Availability Manager
      • Jan 2008 - Oct 2012

       Lead and manage a team of 5 people and ensure the constant availability of services for global end users Coordinate all team resources while ensure swift resolution of disputes Manage the leave system as well as budget and allowance claims Monitor the high impact and high priority incident tickets while coordinate resources to ensure immediate response to all failures Liaise with the Escalation Manager in ensuring all incidents are swiftly reported and fixed Closely follow up and close on all open incident alerts while ensure all incidents are posted Manage security patching, network outages as well as major and minor releases while ensure smooth daily shift transitions Appointed as the SAP Release Manager in overseeing all major and minor SAP releases in Malaysia Lead various migration projects including VM Migrations, PVDI Migrations and Hyper-V Migrations  Preparation as well as printer deployment Manage the Cyber Security Alert monitoring while acted as the point of contact for all technical issues Conduct personalized coaching sessions to improve the performance of all team members Coordinate monthly security server patching activities while collaborate with the team in providing complete technical support Lead change management functions including planned and unplanned outages, interim changes as well as emergency change approval Oversee the end to end change management project execution while ensure prudent utilization of resources  Ensuring all knowledge or findings are promptly update and every process are documented and guidelines standardize accordingly Develop strong working relationship with the team as well as US counterparts.

  • MCSB Systems (M) Berhad
    • Team Lead for Helpdesk Team plus Server Support
      • May 2005 - Jan 2008

       Managing a team of 4 PC Support Engineers  Providing support for 1500+ onsite support including VIP users’ desktops, notebooks, HP printers in house applications (eg. Cognos, Lotus notes) as well as Windows XP/2000/ based software.  Assist in deployment of Software for Bank wide application such as Microsoft products using Altiris Server  Recommend to manager nationwide solutions/new technical assistance services based upon questions/problems presented to the Help Desk.  Coordinate service requests to vendors, as appropriate, and conducts necessary follow-up to ensure satisfactory completion of requested service.  Participate in the development and maintenance of Help Desk procedures/documentation.  Required to adhere to strict Timelines (SLA) and problems are to be resolved at the soonest possible since these are Business Critical Systems. E.g.:- Station Downtime may have serious impact in Banking department as well as the Company reputation.  Primary support engineer for Central Bank Servers and subsidiary IFSB (Islamic Financial Service Board) for Windows 2000 Server and Windows 2003 platform  Installing Operating Systems patches, Windows Service Packs and security updates such as virus definition files.  Provide quarterly preventive maintenance which includes patches updates, disk cleanup, even log checking to determine errors and server health check  Weekly report generation of Trend Micro Antivirus report for Bank Negara Malaysia

  • Xcellink (previously IM & P Sdn Bhd)
    • Operations Support Specialist
      • Jun 2003 - May 2005

      Assign in the Operations Team for Hewlett Packard Asia Pacific Monitoring Centre. Performed the following tasks: A) 24 x 7 Event detection and notification 1) Monitoring events are detected via ITO (a software tool), BLT or EWM. Example of events includes: a) Server issues (Backup, connectivity) b) Application issues (Measureware) c) Network issues (International WAN and local WAN) (i) For the above 3 categories (Server, Application, and Network), monitoring required on various platforms. Example, ITO, BLT, EWM, email and others. (ii) Verification of detected issues, and act according to predefine processes. Perform 1st level trouble shooting is required. d) Backup issues (i) Monitor system backup daily on various platforms. Example, ITO, dial-in to cell servers, Legato and others. (ii) Monitor and ensure backup tapes are ready before actual system backup start (iii) 1st level trouble-shooting and recovery for backup related issues. Escalate to relevant party if fail for recovering. 2) Retrieve elevation contact information from various sources (in ITO messages, BLT/EWM or central contact database - Decade) and notify the following respective contacts if events are outside the predefined Operation monitoring scope: 3) Perform system operational support / tasks. a) Perform events logging upon detection for calls not automatically logged to BLT/EWM. (i.e. via ITO browser) b) Perform 1st level trouble shooting and problem isolation upon request by service owners and associated delivery teams. B) Perform routine/non-routine task: 4) Handle store/restore task requested by user. 5) Monitor and expire the exceptional handling procedure. 6) To produce daily reports for HP accounts and respective trade accounts on daily incoming activities. (Daily Statistic)

  • Makmal Consulting
    • Poland
    • Business Consulting and Services
    • System Administrator
      • May 2002 - Jun 2003

       Setup up and upgrade infrastructure of the server room  Cabling for LAN and configuring IP setting for workgroups  Service and maintenance of over 200 pc’s and other company’s equipment’s  Purchase of related pc equipment for the company  Audit of software and licensing purchased.  Setup Samba Server and Linux DNS server and Web Server  Backup of Web Server and File Server  Purchasing of domain for sub- companies and adding entries in the DNS Overall Skills  Experience in Win95/Win98/Win2k/XP Operating System and Microsoft desktop applications such as Microsoft Office , Antivirus software, etc  Good working knowledge of Data Protector and Legato Backup  Experience in using case logging tools e.g. OpenView, BLT  Working experience with Active Directory  Knowledge of HP ITO and HP Openview monitoring  Experience troubleshooting via remote tools (Terminal Service , PC anywhere)  Experience in setting up and configuring lotus notes client  Installing, Configuring, and Administering Microsoft Windows 2000  Experience in PC hardware and networking  Networking and working knowledge in TCP/IP,WINS,DNS,DHCP in Windows 2000  Ability to configure basic router IOS setting ( setting password, interfaces, backup of configuration files to a tftp server)  Understand ability in the concepts of networking and also distributed systems

Education

  • Universiti Putra Malaysia
    Bachelor Computer Science, Computer Science
    1998 - 2001
  • Universiti Putra Malaysia
    Diploma in Computer Science, Computer Science
    1997 - 1998
  • Setapak High School
    Sijil Pelajaran Malaysia(SPM), Grade 1, SPM
    1991 - 1996

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