This document contains the resume of James Raja Jeyapalan. It outlines his professional qualifications which include various Microsoft and IT certifications. It also lists his skills in various software programs. The resume describes his work experience in roles such as Customer Service Representative, Problem Manager, and Business Analyst for companies like Convergys, Worley Parsons, CSC, HP/EDS, and Getronics Solutions. It provides details of his responsibilities and accomplishments in these roles as well as the projects he has completed.

1. James Raja Jeyapalan.
No 53, Jalan TK 5/22, Section 5,
Taman Mawar, Batu 8, Puchong
47100, Selangor Darul Ehsan
Hand Phone: 0123230593. E-mail james.jeyapalan@hotmail.com
PROFESSIONAL QUALIFICATIONS
 Degree in BSC Computer System Engineering (2nd Class Upper).
 Higher diploma in computer Networking (Informatics KL).
 Diploma in Computer Networking (Informatics KL).
 MCSE: Microsoft Certified System Engineer 2003.
 MCSA: Microsoft Certified System Administrator 2003.
 MCP: Microsoft Certified Professional 2003.
 KT: Kerner Tregoe. (Problem Management Certification).
 ITIL: Information Technology Infrastructure Library V3.
 Six sigma Green belt.
 Six sigma Yellow belt.
 Worley Parsons Lead First (Operation Management Certification).
 Business Communication Certification.
 Excellent services to Microsoft customers Award and Certification.
 Employee Recognition Award (EDS).
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
MS PROJECTS
MS WORD
MS ACCESS
MS EXCEL (ADVANCE)
MS POWERPOINT
AUTOCAD 2014
REMEDY 7
SNOW (SERVICE NOW)
COGNOS
DIGITAL WORK FLOW
ASSET CENTRE
PEREGRINE SYSTEMS
WINDOWS 2003 SERVER
Application Tool Capability

2. Page 2
PERSONAL EFFECTIVENESS & SKILLS
 Customer focus and ability to use a variety of skills that creates a customer focused
environment. Able to demonstrate a variety of behaviours to understand and effectively
manage personal and organizational change implementation.
 Team player, ability to create and maintain relationships and in an environment which
enhances continuous learning and skill building. Ability to effectively use a variety of skills
to enhance effectiveness in understanding business needs and requirements.
 Good communication and presentation skill, problem solving and ability to motivate and
improve own learning and performance.
WORKING EXPERIENCE:-
Company: - Convergys Malaysia Sdn Bhd Outsourcing Company.
Position: - Customer Service Representative Tier 3.
Department Position: - Microsoft Global Critsit Critical Incident Manager. (Present)
 Ensure incidents are escalated to appropriate resolver group within the SLA.
 Preparing executive summary accordingly within the agreed SLA.
 Ensuring incident management process are performed accurately.
 Correlate with customer and Microsoft resolver groups, driving incident to resolution.
 Communication with user community throughout the life of the incident.
 Understanding customer’s expectation as it changes to suit business needs.
 Ensuring escalation procedures are followed according to timescale resolutions.
 Ensuring prior preventing measure are documented accordingly to assist root cause analysis
investigation.
 Managing critical incident according to Microsoft procedures and ensuring monthly score card
have met the SLA.
 Ensuring initial diagnosis, incident escalation, investigation and diagnosis, resolution and
recovery and incident closure procedure to meet SLA.
 Provide excellent customer service is to all Microsoft customers, Vendors and ensuring customer
satisfaction are met.
 Converse and translate technical terms into business impact for Microsoft.
 Understanding of technical aspect in variety of hardware and software platforms,
mainframe, mid-range operation systems, cloud computing, database, network and IT
infrastructure.
Company: Worley Parsons Business Services.
Position: - Global Problem Manager (Jan 2013 – Jun 2016).
 Global root cause identification and engagement with global resolver group to identify
solutions. Goal is to establish GBS and IM financial saving.
 Managing 35 people including Service Desk Agents, Service Desk Team Leaders,
Incident Manager, Service Desk Manager and Knowledge Manager.
 Managing Global iM Service Desk group budget, creating road maps, creating milestone
for Service desk performance which is presented to director of Worley Parsons Business
Services.
 Developed, implemented produce relevant and timely management reporting of Global Service
Desk performance and resolver group performance.
 Scheduling staff required tasks for agreed projects being conducted by the iM Organization and
ensuring service desk duty roaster is updated accordingly.

3. Page 3
 Accomplished all Service Levels Objective agreed upon by Worley Parsons Business.
 Manage, monitor and sustain the working relationship between the service desk agent, resolver
groups and the user community supported.
 Participating in improving the pervious and current process across for GBS resolver group and
oracle support. (Six stigma green belt).
 Assisting and actively encouraging company activities such blood donation, treasure hunt and
annual dinner as part of team motivation and team building.
 Estimated cost saving for Worley Parsons with collaboration of revolver groups accumulating to
500,000 USD.
 Ensuring all problem are resolved within the agreed SLA.
 Preparing problem management reports for global IM organization utilization.
 Ensuring all problem management tasks are completed within the agreed time.
 Prepare documentation and training on ticketing tool (SNOW)
This includes all modules incident, change, & release and problem management skills.
Company: CSC Global Outsourcing Services Sdn. Bhd
Promotion: Problem Manager (IRON ORE BHP Billiton Account). (Jan 2011 - Dec 2012).
Position: Configuration Specialist (Nissan America Account). (Jan 2009 – Dec 2010).
 Identify and customize project management plan for delivering inventory interface design project
on time and under budget.
 Managing configuration management database (CMDB) with support of Configuration Manager.
This includes all Nissan supplier’s and (Client).
 Mentored staff in methodology and consulting excellence and encouraged best practice in project
management and project planning.
 Responsible for the project management throughout the entire project lifecycle, including project
initiation/proposals, project delivery, business liaison / stakeholder management, post
implementation review and project close out / handover.
 Carry out admin tasks like user provisioning -complete license administration activities -help to
produce monthly Key Performance Indicator figures -liaise both internally and externally to
ensure compliance and reduce the legal risks related to software licensing.
 Ensuring authorized versions of software are stored, protected and updated on a regular
basic, coordinating closely with releases and change management before software is
released into operational environment.
 Ensuring software's are deployed into production environment are tested, assured and
license to perform and also package in such a way that it will safely and consistently
deploy. Setting budgets and agreeing project time scales and deadlines with clients.
Company: HP/EDS Sdn Bhd Cyberjaya (Oct 2006 UNTIL Dec 2008)
Promotion: Business Analyst. (SHELL OI Account) (Nov 2007 – Dec 2008).
Position: Helpdesk Coordinator (VIP User ABN, AMRO). (Oct 2006 - Oct 2007).
 Plan, design and recommend business processes to improve and support business activities.
 Analyze and documents clients business requirements and processes and communicate these
requirements by constructing conceptual data process models, including data dictionaries and
volume estimates from organization.
 Create test scenarios and develops test plans to be used in testing the business application in order
to verify that client requirements are incorporated in to the system design.
 Provide input into developing and modifying systems to meet client needs and develop business
specifications to support these modifications.

4. Page 4
 Facilitate meetings with clients on requirements and explore potential solutions.
 Assist in coordinating business analyst tasks on information technology projects and provide
support to other team members.
 Troubleshooting Abnamro applications and Hardware. (Directors of Bank Only).
 Identifying rough devices in SHELL IT infrastructure and liaising with SHELL supplier to ensure
discrepancies has been correctly managed.
Company: GETRONICS SOLUTIONS SDN BHD.
Position: Helpdesk Analyst (Jan 2002 – Sept 2006)
Provide technical support and troubleshooting to all MAS stations worldwide 1st level support
 Preparing reports on daily basis.
 Perform inbound and outbound call and remote support.(net meeting)
 Troubleshooting MAS applications. (Client end)
 Troubleshooting Dell/IBM /NEC PC as well as Printers (OKI/HP/Documax/IER
 Knowledge of proper escalation procedures for issues that were out of scope for CE.
 Liaising with respective MAS 2nd Level support groups for issues pertaining problems faced.
 Ownership of ticket assigned, making sure that problems are resolved or escalated accordingly.
Major Project Completed:-
 Shell IT Business Transition to EDS/HP. Transition of all IT business process and Shell IT
equipment to respective vendors.
 Nissan America CMDB (configuration management database) transition to respective vendors.
 Nissan America Inventory solution. Automation of CI (configuration Item) inventory transfer
between vendor/Nissan America configuration managers.
 Improve process outlined by BHP Client. (Problem Management and Incident Management).
 Worley Parsons Business Services centralized service desk to be located in Kuala Lumpur.
 Ensuring process are establish to support centralized service desk. (Incident Management,
Problem Management and Change Management). Including approval from directors and
regional manager.
 Creating problem management and incident management policy which collaborates RACI
roles and responsibility and obtain resolver groups agreement to obligate to the SLO.
Minor Project Completed:-
 Report development to measure service desk productive and cost.
 Preparing test documentation before SNOW, new module releases are complete. This includes
incident management, problem management and change management.
 Introduce New SNOW cost saving methodologies utilized by problem management to present
cost saving. (Use cases, test documentation, ect).
 Preparing training documentation before new SNOW version is released. This will ensure
users are trained to utilize the new version of SNOW. Preparing use cases relationship between
all ITSM modules to ensure smooth operation management.
Salary Remuneration:-
Current Salary: 6500.00
Expected Salary: 7500.00