Nanta Kumar

Served as a senior support specialist managing enterprise-level infrastructure issues across POS, SCO, and BOS platforms. Provided expert troubleshooting and RCA for high-volume retail environments in Southeast Asia and Australia.

Core Responsibilities:
• Delivered L2/L3 support across Microsoft Office 365, Exchange Server, Active Directory, SQL, and Windows
• Resolved escalated technical issues using ServiceNow and Neos for full incident and change lifecycle
• Conducted RCA investigations and implemented fixes to prevent recurrence
• Configured VPN, PAM, and remote desktop systems for secure client troubleshooting
• Provided mentorship to L1 engineers and contributed to a scalable knowledge base

Clients Supported: NTUC FairPrice (Singapore), Tesco/Lotus’s (Malaysia & Thailand), Woolworths (Australia)

Delivered advanced L2/L3 technical support across enterprise retail environments, serving as the primary escalation point for high-impact software and hardware issues across multiple NCR retail accounts in Asia-Pacific.

Core Responsibilities:
• Led incident resolution for POS, SCO, and BOS systems across Exchange, Office 365, SQL, and Active Directory environments
• Acted as the final point of escalation for customer and vendor-raised issues, ensuring SLA-aligned outcomes and high customer satisfaction
• Drove problem trend analysis and implemented targeted fixes that significantly reduced repeat incidents
• Conducted internal system assessments and created tailored training materials to address capability gaps within the support team
• Analyzed operational data and compiled detailed service reports for management and process stakeholders
• Maintained a structured inventory of problem tickets with lifecycle tracking and follow-ups to ensure complete resolution
• Executed thorough RCA investigations and implemented long-term fixes to strengthen system reliability
• Coordinated cross-functionally with technical teams and third-party vendors to deliver seamless multi-party issue resolution
• Presented monthly insights and trend reports to senior leadership, highlighting recurring risks and service improvement opportunities
• Championed process improvement efforts that enhanced support workflows and team efficiency across regions

Promoted to lead a high-performing L2/L3 technical support team supporting major retail clients across Singapore, Malaysia, Thailand, and Australia. Acted as the key escalation point for complex infrastructure issues and led service delivery across multi-country operations.

Core Responsibilities:
• Directed support for mission-critical POS, SCO, and BOS systems used by NTUC FairPrice, Woolworths, Lotus’s, and Petron
• Oversaw regional SLA adherence, ticket quality, and end-to-end service performance for escalated issues
• Built and managed a 24x7 technical response team, improving customer satisfaction and operational stability
• Delivered monthly executive dashboards, RCA reports, and risk insights to NCR leadership
• Introduced escalation and workflow improvements that reduced ticket backlog by 40%
• Improved team SLA performance from 85% to consistently above 97% within 6 months
• Led structured mentoring programs for junior engineers, reducing onboarding time by 50%

Lead Shell’s retail site infrastructure support team, delivering POS system maintenance, application tuning, and issue resolution across critical retail locations.

Core Responsibilities:
• Supported Shell’s POS/BOS infrastructure and ensured uptime through system tuning and performance optimization
• Administered Shell retail apps and implemented backup, security, and redundancy measures
• Managed software escalations with vendors like Radiant, NCR, ITL, and Fuison (Provenco)
• Collaborated with third-party vendors including Maxis, AT&T, LCASS, and JCI for network/service restoration
• Resolved escalated web app issues with 100% success from customer support and site teams
• Produced incident reports and supported RCA documentation for recurring retail tech issues

Handle software related escalation to software vendors.
eg: Radiant, ITL, NCR & Fusion (Provenco)

Core Responsibilities:

• Handle classroom training for all L2 agents
• Conduct quiz\exam regularly to all L1 & L2 agents
• Supervise and coach all the L2 agents on case\ticket handling
• Analyze each and every case in order to control data integrity
• Perform all testing for patch\script from Radiant\ITL\NCR\Fusion before executing to real site
• Perform investigation\postmortem of TTSS systems logs before escalating to s\w vendor
• Co-ordinates between clients and vendors (NCR, Provenco, ITL, Radiant) to ensure timely
  resolution of problems

Focal point for all ad-hoc projects (software upgrade, fuel price\type change, EDC Terminal replacement)

Core Responsibilities:

• Handle pick up meeting on ad-hoc projects (Software Upgrade)
• Prepare dashboard report for pilot sites during upgrade on daily basis
• Co-ordinates between clients and vendors (NCR, Provenco, ITL, Radiant) to ensure timely resolution of problems
• Handle all escalation for clients (SHELL) and dealers (Station owners) for ad-hoc projects
• Handle pick up meeting (conference call) with client (SHELL)- To update client on the status of escalations
• Provide training to all the upgrade team (outsource agents)

Handling hardware troubleshooting and software maintenance.

Core Responsibilities:

• Perform LAN/WAN configuration and network setup on routers.
• Marketing and sales on the computers/laptops.
• Backup and storage.