ICT INTERNSHIP

PLACEMENT REPORT

Module: Industrial Experience Part 2

Module code: PA002-5-2-IE1

Company name: Tapah Hardware Sdn Bhd

Company address: Lot 1458 Jalan Temoh, tapah, Perak Darul Ridzuan

University Supervisor: Dr.Kamalakannan Machap

Title: Internship report

Name: Sivanandha Muthamil Selvam

Student NO: TP038986

Intake Code: UC2F1702IT (ISS)

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TABLE OF CONTENT

ACKNOWLEDGEMENT.........................................................................................................3

ABSTRACT...............................................................................................................................4

SUMMARY REPORT...............................................................................................................6

LIST OF FIGURES....................................................................................................................8

1.0 CHAPTER 1 : BUSINESS REPORT..................................................................................9

1.1 Introduction to The Business............................................................................................9

1.2 The Organisation............................................................................................................10

1.2.1 Company’s Background..........................................................................................16

1.3 The Environment............................................................................................................18

1.4 The Functions.................................................................................................................21

1.5 The Department / Section...............................................................................................22

1.6 Communication / Information Technology....................................................................23

2.0 CHAPTER 2: TECHNICAL REPORT.............................................................................28

2.1 Introduction to The Nature of Your work......................................................................28

2.2 Outline Brief...................................................................................................................30

2.3 Brief................................................................................................................................31

2.4 Solutions.........................................................................................................................33

2.5 Results............................................................................................................................38

CONCLUSION........................................................................................................................41

APPENDICES..........................................................................................................................42

REFERENCES.........................................................................................................................64

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ACKNOWLEDGEMENT

I would like to express my utmost gratitude to Getronics Technology Sdn Bhd for providing
me with this opportunity to pursue industrial training as a partial fulfilment of the
requirement for the degree of BSc (Hons) in Information Security System.

Throughout this training, I was very fortunate to be blessed with the guidance and
encouragement from my supervisor, Miss ILA In addition, I am also thankful to the rest of
the Getronics Unit for all the help and support provided.

I am also grateful to my supervisor Dr.Kamalakannan Machap for all the information and
support he has provided me with. Finally, I thank my parents and friends, for the help they
have given me to complete this internship.

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ABSTRACT

My second semester of studies at Asia Pacific University (APU) began with my industrial
training. As a student pursuing the Bachelor’s degree of Information System Technology, I
am required to go for a three-month long training. This report is about my working
experience as an intern in Tapah Hardware Sdn. Bhd. at: Lot 1458 Jalan Temoh, Tapah,
Perak Darul Ridzuan from 21st November 2017 to 10th February 2018.

I carried out my training in the Tapah Hardware Sdn. Bhd. at: Lot 1458 Jalan Temoh,. In this
report, I will briefly explain the history of Tapah Hardware Sdn. Bhd. at: Lot 1458 Jalan
Temoh, and how it has come up along the years.

Then, I will describe the organisational structure of Tapah Hardware Sdn. Bhd in Malaysia
and responsibilities of the department that I was assigned to. In this report I will relate the
area of work with the course that I’m currently studying in Asia Pacific University. Besides
that, I will explain the daily tasks that I was required to perform. I will also present the
difficulties, problems and barriers that I’ve encountered while having three months of
training in this company.

I will explain in depth the area of work that I’ve performed for the past three months in this
company. This area of work includes:

 Skills to utilise computer software in the specific discipline

 Problems identification and solving skills
 Internship code of conduct
 Application of static to certain area of work
 Application of interpersonal communication skill with staff in work place

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After explaining all that, I will include my weekly records which contain the daily tasks that I
was required to perform during the training period. These reports were verified and reviewed
by the Tapah Hardware management.

In this report, I will describe my experiences during the training period. The internship report
contains an overview of the internship company and the activities, tasks and projects that I
have worked on during my internship. Writing this report, I also will describe and reflect my
learning objectives and personal goals that I have set during the training period.

SUMMARY REPORT

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Name: Sivanandha Muthamil Selvam

Programme: BSc (Hons) in information system security

Industrial Period: 3 months

Company/Establishment: Tapah Hardware Sdn Bhd

Purpose of Reports

The 3 month’s “Industrial Training” is one of the important phases constructed by Asia
Pacific University (APU) management which is compulsory for all graduating students apart
of academic background. In these 12 weeks of work, there was a lot of opportunity for me to
develop my skills in work ethics, communication, safety practices and management.
Furthermore, this internship coursework also promoted a close relationship between
industries and the university itself which can be a great benefit not only to the university but
also to the student in the future.

The Industrial Training program had also provided opportunity to build the understanding of
the fundamentals of business and organization performances such as economic models of
business, competitive positioning and strategy execution. With this real life exposure, I am
able to develop the ability to explore consequences of change and make a better decision.
And during these weeks, the management applications training was handled by one of the
senior Ms. Ila, she helped me to gain business work experience since she was involved in
practical work environment. The training has equipped me with more knowledge in addition
to that obtained in class in relation to the working environment.

The internship training for me especially has managed to expose to the challenges in the
workplace and how the challenges can be overcome. The training has also helped in making
of connections with various people who in the future may give a helping hand in life. We act
as a single point of contact for phone calls and emails from staff regarding IT issues and
queries such as receiving, logging and managing calls from internal staff via telephone and

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email, maintaining an Asset Database.. Have to take ownership of user problems and follow
up the status of problems on behalf of the user and communicate progress in a timely manner.

To maintain a high degree of customer service for all support queries and adhere to all service
management principles. Besides that, provide basic in-house training in MS Office
applications used within the Association (Word, Excel, Outlook, and PowerPoint). Not only
that, provide stats for the weekly Helpdesk Analyst report on call trends. Support
documentation must be published to assist staff with requests for information & provide staff
training if required.

All this will improve our knowledge in Basic Active Directory by creating user accounts,
reset passwords, and create groups and many more. If there is any problem that cannot be by
our end so that must arrange for external technical support and will be sent to Onsite engineer
(our local IT representative).

At the end of the training, I’m able to demonstrate skills in communication, management and
teamwork, demonstrate continuous learning, to apply theoretical knowledge in industrial
application, development of skills in work ethics, communication, management, and
teamwork, appreciate sustainability issues in industries. During the industrial training period,
I have been supervised by assigned personnel from Company and from my APU supervisor
Dr.Kamalakannan Machap

LIST OF FIGURES

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NO TITLE

1 Getronics organizational chart

2 Getronics development history

1.0 CHAPTER 1: BUSINESS REPORT

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1.1 Introduction to the Business

Tapah hardware enables their retails to customers’ end users to become more productive,
flexible and effective by remotely connecting with each other, wherever they choose to work,
in a secure and seamless way.

Tapah hardware vision is to be recognized as ‘the’ business partner for their customers:

 Offering high quality service with local customer intimacy

 Innovative next generation proactive workspace solutions

Tapah hardware mission is to help the customers to implement and manage the end user
environment providing them with a productive, connected and effective workspace without
limitations on location, time or technology platform.

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1.2 The Organisation

Figure 1: Tapah Hardware organizational chart

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1.2.1 Company’s Background

This history of Tapah Hardware Sdn Bhd dates back to 1979, when Thangamuthu & Son
established a small retail company for public utilities and the building industry in the Perak
Over the years, the company went through numerous transitions to emerge. In 1999, Tapah
Hardware building upon its strong market presence in Batang Padang region and
consolidating its position as a truly building material supplier.

1.3 The Environment

Tapah Hardware is a lead in and unique model that provides customers with a consistent
environment which are service throughout the Perak, with one single point of contact and
billing entity, delivering services to 20 district region.

1.4 The Functions

At Tapah Hardware, providing superior, value-added customer service is our paramount

concern. Our professionals take the time to listen to what our clients have to say, and then
apply their knowledge and experience to select the right plan of action. Through this simple
formula of collaboration and teamwork,

Our helpdesk will handle the password reset for all the MAB staff and vendors’ staff as the
staff’s password expired or users forgot their password for few applications.

1.5 The Department / Section

There are some MAB applications password reset section that handled from our site such as:

Domain

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 The windows password for staff to login to their PC. ( will be using own ID or shared
ID )
 Some of the applications using the same password where all connected through the same
database and server
 Account reactivation will be handles by IT Support team.

1.6 Communication / Information Technology

During the internship period, there will be some desktop which are installed with the entire
remote desktop suite and the active directory. All the pc will be installed with Windows XP
as the applications are compatibility with Windows XP and selected java version. These
details below are the main methods which are the software used in the remote desktop:

Active Directory (MH, VPN and WINDOWS domain)

 Used to check user’s account status for staffs

 Used to reset the domains password as user requested new password

Figure 6: Active Directory

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2.0 CHAPTER 2: TECHNICAL REPORT

2.1 Introduction to The Nature of Your work

During the internship period, all the staff and new internship will be assigned to work on a
task. The specific project is to handle the Emails, Portal. The main objective of the Industrial
Training is to experience and understand real life situations in industrial organizations and
their related environments and accelerating the learning process of how student’s knowledge
could be used in a realistic way. In addition to that, industrial training also makes one
understand the formal and informal relationships in an industrial organization to promote
favourable human relations and teamwork. Besides, it provides the exposure to practice and
apply the acquired knowledge “hands - on” in the working environment. Industrial training
also provides a systematic introduction to the ways of industry and developing talent and
attitudes, so that one can understand how a company or industrial works. Moreover, students
can gain hands-on experience that is related to the students majoring so that the student can
relate to and widen the skills that have been learnt while being in university. Industrial
training also exposes the students to the real career world and accustoms them to an
organizational structure, business operation and administrative functions. Furthermore,
students implement what they have learned and learn more throughout this training. Besides,
students can also gain experience to select the optimal solution in handling a situation.

 Strong knowledge of Microsoft Operating System in Windows.

 Excellent understanding of PC hardware, software and peripheral devices.

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 Knowledge and ability to collect minimum information.
 Expertise technique in working with network related problems.
 Get adapted to new technologies easily and positive attitude towards work.

The leader set objectives which are related with team objectives we need to achieve it every
end of the month. This will help internship and working period with:

 Taking ownership of user problems and put positive attitude when dealing with user
issues
 respond to question that are received via telephone calls, callbacks, and emails in timely
manner
 To gain some knowledge in helpdesk / service desk and troubleshooting
 To improve communication skills and responsible for other duties as assigned.
 To complete graduation requirement from UPSI as fixed for Industrial training
 Giving support users in the use of Computer equipment by providing training and advice

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2.2 Outline Brief

 Introduction

 Brief
 Domain

 Solution
 Introduction
 Task / Project Background
 Problem Statement
 Task Objective
 Task Scope
 Task / Project Significance
 Project Requirement
 Software Tool
 Hardware Tool
 Task Summary

 Project Results
 Critical Study and Achievement
 Challenges & Solutions
 Suggestions

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2.3 Brief

Our department will handle the password reset for all the staff and vendors staff as the staff’s
password expired or user’s they forgot their password for few applications. There are some
applications password reset that handled from our site such as Domain these is where the
windows password for all We from our end have to call the user and reset new password for
them.

Secondly, SSL VPN is the Network Connect or Virtual Private Network password for all
MAB staff and vendors to login if they are accessing out network. The only way to access all
the applications without the network is through VPN where the VPN / Network Connect will
connected to the server when login using their own id and password that been provided or
created. Account reactivation will handled by IT department .We from our end have to call
the user and reset new password for them.

2.4 Solutions

Introduction

During the internship period, all the staff and new internship will be assigned to work on a
task and activity which starts with network troubleshoot and application troubleshoot using ip
Address Manager and network Scanner

Task / Project Background

Management System is a console that will be used in troubleshooting and for remote session.
Microsoft Outlook will be used in handling the emails where the external mailbox named will
be added to get all the emails that been sent to IT desk for resolution.

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Problem Statement

As we receive emails from staff, we need to resolve the issue within 4-10 minutes. This issue
will directly send to Network admin to solve as there will be our Local IT .

Task Objective

The main objectives of the task is to expose students to a working environment and enhance
their knowledge and skills from what they learnt in college. Another purpose of this task is to
in still the good quality, integrity, responsibility and self-confidence. In another way, there is
QMS (Quality Management System) objectives which had been fixed for the task such as:-

 To manage and maintain voluntary attrition rate below 20%

 Resolve a minimum of 70% of customer enquiries
 To provide a minimum of 10 training hours per year for each employee
 Accounts specific knowledge base to be available as a reference guide for all agents

Task Scope

The potential issue that been handled by Helpdesk need resolved in fixed time as the
Broadcast SMS will be sent to all the team. All the logged ticket or incident will be assigned
accordingly to selected team will be resolved from our end. There is type of cases that will be
handled from our end such as:

 Domain

Task / Project Significance

The training from L2 support team from Mis ILA helped me to gain business work
experience since they were involved in practical work in a business environment. The
training has equipped the trainee with more knowledge in addition to that obtained in class in

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relation to the working environment. This helped the trainee to impart the theoretical
knowledge to practical since they were involved in the practical work in the business
environment. The internship training for me especially has managed to expose to the
challenges in the workplace and how the challenges can be overcome. The training has also
helped in making of connections with various people who in the future may give a helping
hand in their life. All the potential issue training will be given by separated person as they
will be exposed in that field and managed to give the information correctly in all way.

Project Requirement

Software Tool
Remote Desktop technology makes it possible to view another computer's desktop in our
computer where the entire computer will be connected through one server named TH server
NET. This means we can open folders, move files, and even run programs on the remote
computer, right from our own desktop. Windows computer support remote desktop
connections, though they use different implementations. Windows XP include Remote
Desktop as part of the operating system. The Remote Desktop program uses Microsoft
Terminal Services and the Remote Desktop Protocol (RDP) to connect to a remote machine.

Hardware Tool
During the internship period, there will be some desktop which are installed with all the
MAB remote desktop suite and the active directory. All the pc will be installed with
Windows XP as the applications are compatibility with Windows XP and selected java
version.

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 Receiving and Solving Complaint

User
Start
Complain
Data center

IT Assign to an
Email Networking Software, IT
equipment
issue issue Antivirus representative
issue

WAN LAN
Solve End
Transmission

Media Detect the

End
issue problem Solve
Networking

If the Send feed

Detect the
problem is in Solve back to IT
problem
Networking help Desk
System Admin

Send feed
Detect the
solve back to IT
problem
help Desk

Figure 12: Receiving and Solving Issue

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 SOP for issuance and receiving IT equipments

User
Request for
Start
IT
equipment

IT service End
desk
IT

Prepare
purchase User get
requisition equipment
(PR)
Procurement DEPT

Prepare
Receive PR Purchase
order (PO)
VENDOR

Send IT
equipment TO
Receive PO IT service
Desk

Figure 13: 3rd Party and Vendor Issue

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2.5 Results

Critical Study and Achievement

Even in organizations where Service Level Agreements (SLAs) have been negotiated,
customer expectations rarely conform to the SLAs. When an end user has a problem, they
want it fixed, and fixed NOW! They don’t think about SLAs. They only think about getting
tech support to fix the problem immediately. While every help desk wishes, they had the
resources to offer immediate service, the reality is they need to prioritize responses to
requests, and require customers to follow a procedure, typically initiating a ticket.

User expectations must be managed by upfront communication, and by support personnel

actions. Frequently support agents create challenges by doing ‘favour’s’ for co-workers for
example fixing their problem without going through the system, and creating a ticket. This
creates two big problems. First, it ‘trains’ the user to bypass the system and go directly to a
sympathetic support person. Other priorities in the system are ignored while the rogue user is
accommodated. Often tech support personnel justify this by saying they’re just giving good
customer service. While this brand of customer service suits the rogue user, it is bad customer
service for the user who has submitted a ticket and has to wait longer. As tempting as it is for
kind hearted technicians to bypass the system and help a frustrated user just this once, it can
become an expectation with unfortunate consequences.

In other way, handling with different teams such as network team, desktop team team will
give more knowledge on networking and improve communication skill. This not only
improve the knowledge base but ability to resolve issue with teamwork

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Challenges & Solutions

 Knowledge Management

Should have a system that improves operational efficiencies by reducing the time spent to
rediscover previous incidents or problems.

 Problem Management

Should have a system that gathers information during incident management to help spot
problems. This system will identify the root cause of frequent recurring incidents by
capturing information in a knowledge base.

 Access Management

Should act as the keepers of the user accounts along with password resets. Single ownership
by the Help Desk will ensure quicker response time for end users with user or password
problems.

 Service Catalog

Should have a published service catalogue, ideally with pricing information included and
with detailed service descriptions.

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Suggestions

For subsequent trainees being taken up by the company, I strongly recommend a more
stringent supervision of their training program, especially by the Human Resources
Department. This will go a long way in ensuring that trainees do not lose focus and will
constantly remind them that their services to the company remain valuable. I suggest my
team should liaise with some companies where they will take up students for industrial
training. This will help students who find it difficult to find attachments or who end up in
companies where they do nothing.

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CONCLUSION

Tapah Hardware Sdn Bhd was a challenging place for students to do their internship
program. By this internship program, I have gained a wide knowledge of secretarial job
scope and the technical works from my superiors, Getronics secretaries and colleagues from
another department.

The company provides me with the real working environment. Not only learning the general
work scope here but the practical students also have got the opportunities to implement the
work scope with their own strength and abilities during the internship. It was an advantage
for me to be in this field where I have boosted up my skills and abilities.

In summary, a successful industrial training program may involve relatively advanced

statistical analysis made accessible through computer software. These analytical tools are
immediately applied to solving problems defined by projects directly related to the aims and
objectives of the organization. A training program that is based upon recognized adult
learning characteristics will maximize the opportunity for achieving long lasting learning and
success for both participants and the organization as a whole. With careful pre-planning and
commitment from the senior levels of an organization, the industrial training experience can
be a rewarding experience for all concerned, not the least being the undergraduate students
back at home base.

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APPENDICES

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 PART 2 - INDUSTRIAL
EXPERIENCE LOGBOOK
NAME Sivanandha

TP NUMBER TP038986

INTAKE CODE UC2F1511IT(ISS)

SUPERVISOR Dr.Kamalakannan Machap

START AND END DATE 21st NOVEMBER 2016 – 10th FEBRUARY

2017

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 WEEKLY REPORTING: WEEK 1
DATE/DAY TASKS/ACTIVITIES
- Report on duty, Level 17, Getronics Technology Sdn Bhd.
- Meet the supervisors and managers, and all the staff.
DATE: 21st NOV 2016 - Brief Introduction on MAB environment, done by Manager,
DAY 1: MONDAY Miss Dashini.
- Brief introduction of my duty and responsibility.
- Assigned to one of my senior
- Training Section, 10.00am: Intro to operation, scheduling, and
team, Intro to LANDesk Console, email handling, and password
reset, by Team Manager, Mr. Mar.
- Report on duty
- Find / search company email address, contact person on Google
and by Seniors.
DATE: 22nd NOV 2017 - Take notes on the steps of password resetting.
DAY 2: TUESDAY - Training Section 2.00pm: Intro to operation, scheduling, and team,
Intro to LANDesk Console, and password reset by senior,
Ms. ILA
- Report on duty
DATE: 23rd NOV 2016 - Learn about LANDesk Console, MH Domain software, SSL VPN
DAY 3: WEDNESDAY
software, Quick370 software.
- Daily training by senior, Ms. ILA
- Report on duty
DATE: 24th NOV 2016
- Daily training by senior, Ms. ILA
DAY 4: THURDAY
- Learn how to answer first call and solve user’s issue.
- Daily training by senior, Ms. ILA
DATE: 25th NOV 2016
- Learn how to answer calls and solve user’s issue.
DAY 5: FRIDAY

Signature of Supervisor: ___________________ Date: ________________

WEEKLY REPORTING: WEEK 2

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 DATE/DAY TASKS/ACTIVITIES
- Report on duty
- Logged into system, guided by MS ILA
DATE: 28th NOV 2017 - Became an Official agent for IT Helpdesk
DAY 6: MONDAY
- Report on duty
DATE: 29th NOV 2017 - Encountered new issue, seek for guidance, and take notes on it.
DAY 7: TUESDAY - Email handled: 9 emails.
- Completed details
- Report on duty
- Encountered new issue during calls, seek for guidance, and solve
DATE: 30th NOV 2017 user’s issue.
DAY 8: WEDNESDAY - Take note on new encounter issues.
- Email handled: 8 emails.
- Completed details
- Report on duty
- Encountered new issue during calls, seek for guidance from seniors,
DATE: 1st DEC 2017 and managed to user’s issue
DAY 9: THURDAY - Handle issue through email.
- Completed details
- Report on duty
DATE: 2nd DEC 2017 - Handle issue through email.
DAY 10: FRIDAY - Email handled: 5 emails
- Completed details

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 3

DATE/DAY TASKS/ACTIVITIES
- Report on duty

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DATE: 5th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 11: MONDAY - Email handled: 2 emails
- Completed details
- Report on duty
DATE: 6th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 12: TUESDAY - Email handled: 2 emails
- Completed details
- Report on duty
DATE: 7th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 13: WEDNESDAY - Email handled: 4 emails
- Completed details
- Report on duty
- Received calls, understand user’s issue, solve the issue
DATE: 8th DEC 2017 - Email handled: 6 emails
DAY 14: THURDAY - Completed call trace details
- Trained a new join staff
- Report on duty
DATE: 9th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 15: FRIDAY - Encountered new issue, seek for guidance, and take notes on it.
- Email handled: 10 emails
- Completed call trace details
- Train new staff

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 4

DATE/DAY TASKS/ACTIVITIES

DATE: 12th DEC 2017 - Public Holiday (Maulidur Rasul)

DAY 16: MONDAY

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 - Report on duty
DATE: 13th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 17: TUESDAY - - Email handled: 4 emails
- Completed details
- Report on duty
DATE: 14th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 18: - Email handled: 2 emails
WEDNESDAY - Completed details
- Report on duty
DATE: 15th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 19: THURDAY - Email handled: 14 emails
- Completed details
- Report on duty
DATE: 16th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 20: FRIDAY - Email handled: 2 emails
- Completed details

Signature of Supervisor: ___________________ Date: ________________

WEEKLY REPORTING: WEEK 5

DATE/DAY TASKS/ACTIVITIES
- Report on duty.
DATE: 19th DEC 2017 - Received calls, understand user’s issue, solve the issue.
DAY 21: MONDAY - Email handled: 6 emails
- Completed call trace details.
- Report on duty.

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DATE: 20th DEC 2017 - Received calls, understand staff’s issue, solve the issue
DAY 22: TUESDAY - Completed call trace details.
- Report on duty
DATE: 21st DEC 2017 - Received calls, understand staff’s issue, solve the issue
DAY 23: WEDNESDAY - Email handled: 3 emails
- Completed call trace details
- Report on duty
DATE: 22nd DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 24: THURDAY - Email handled: 3 emails
- Completed call trace details
- Report on duty
DATE: 23rd DEC 2017 - Meeting
DAY 25: FRIDAY - AHT Meeting (Average Handling Time): 3.00pm – 4.30pm
- Feedback of weekly performance in AHT meeting by Ms. Ila
- Exposed to basic statistical data in the meeting

Signature of Supervisor: ___________________ Date: ______________

WEEKLY REPORTING: WEEK 6
DATE/DAY TASKS/ACTIVITIES

DATE: 26th DEC 2017 - Public Holiday carried forward (Christmas)

DAY 26: MONDAY
- Report on duty.
DATE: 27th DEC 2017 - Meeting
DAY 27: TUESDAY - Guide us how to improve our skills and keep our self-updated.
Motivate us how to achieve our aim and goals.

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 - Completed call trace details.
- Report on duty
DATE: 28th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 28: WEDNESDAY - Email handled: 3 emails
- Remote Desktop calls: 12 calls.
- Completed call trace details
- Report on duty
DATE: 29th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 29: THURSDAY - Ticket assigned: 21 tickets, - Email handled: 5 emails
- Remote Desktop calls: 10 calls.
- Done with 2 hours Over Time (OT)
- Report on duty
DATE: 30th DEC 2017 - Received calls, understand user’s issue, solve the issue
DAY 30: FRIDAY - Email handled: 8 emails
- Completed call trace details

Signature of Supervisor: ___________________ Date: _________________

WEEKLY REPORTING: WEEK 7
DATE/DAY TASKS/ACTIVITIES

DATE: 2nd JAN 2018 - Public Holiday carried forward (New Year 2017)
DAY 31: MONDAY
- Report on duty.
DATE: 3rd JAN 2018 - Training for the whole day
DAY 32: TUESDAY - Tested out the new system

- Report on duty
DATE: 4th JAN 2018 - Received calls, understand user’s issue, solve the issue

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DAY 33: WEDNESDAY -Email handled: 10 emails
-.
- Completed call trace details

DATE: 5th JAN 2018 - On leave

DAY 34: THURDAY
- Report on duty
DATE: 6th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 35: FRIDAY - Email handled: 6 emails
- Remote Desktop calls: 8 calls.
- Completed call trace details

Signature of Supervisor: ___________________ Date: _________________

WEEKLY REPORTING: WEEK 8

DATE/DAY TASKS/ACTIVITIES
- Report on duty.
DATE: 9th JAN 2018 - Received calls, understand user’s issue, solve the issue.
DAY 36: MONDAY - Email handled: 12 emails
- Remote Desktop calls: 12 calls.
- Completed call trace details.
- Report on duty.
DATE: 10th JAN 2018 - Received calls, understand user’s issue, solve the issue.
DAY 37: TUESDAY - Email handled: 8 emails,
- Remote Desktop calls: 9 calls.
- Completed call trace details.

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 - Report on duty.
DATE: 11th JAN 2018 - Received a call from a staff which couldn’t solve the issue.
DAY 38: WEDNESDAY - Email handled: 8 emails
- Remote Desktop calls: 9 calls.
- Completed call trace details.
- Report on duty
DATE: 12th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 39: THURDAY -Ticket assigned: 21 tickets, Email handled: 5 emails
- Completed call trace details
- Report on duty
DATE: 13th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 40: FRIDAY - - Remote Desktop calls: 8 calls.
- Completed call trace details
- Celebration of new year with colleagues and managers

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 9

DATE/DAY TASKS/ACTIVITIES
- Report on duty
DATE: 16th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 41: MONDAY - Email handled: 6 emails
- Remote Desktop calls: 14 calls.
- Report on duty
DATE: 17th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 42: TUESDAY - Remote Desktop calls: 12 calls.
- Completed call trace details
- Report on duty
DATE: 18th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 43: WEDNESDAY - Remote Desktop calls: 9 calls.
- Completed call trace details

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 - Report on duty
th
DATE: 19 JAN 2018
- Received calls, understand user’s issue, solve the issue
DAY 44: THURSDAY
- Email handled: 5 emails
- Remote Desktop calls: 7 calls.
- Completed call trace details
- Report on duty
DATE: 20th JAN 2018
- Received calls, understand user’s issue, solve the issue
DAY 45: FRIDAY
- Remote Desktop calls: 4 calls.
- Completed call trace details

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 10

DATE/DAY TASKS/ACTIVITIES
- Report on duty.
DATE: 23rd JAN 2018 - Received calls, understand user’s issue, solve the issue.
DAY 46: MONDAY - Email handled: 8 emails
- Remote Desktop calls: 2 calls.
- Completed call trace details.
- Report on duty
DATE: 24th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 47: TUESDAY - Email handled: 6 emails
- Remote Desktop calls: 2 calls.
- Completed call trace details
- Report on duty
DATE: 25th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 48: WEDNESDAY - Remote Desktop calls: 12 calls.

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 - Completed call trace details
- Report on duty
DATE: 26th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 49: THURSDAY - Remote Desktop calls: 2 calls.
- Completed call trace details
- Report on duty
DATE: 27th JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 50: FRIDAY - Remote Desktop calls: 2 calls.
- Completed call trace details

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 11

DATE/DAY TASKS/ACTIVITIES

DATE: 30th JAN 2018 - Public Holiday carried forward (Chinese New Year)
DAY 51: MONDAY
- Report on duty
DATE: 31st JAN 2018 - Received calls, understand user’s issue, solve the issue
DAY 52: TUESDAY - Email handled: 13 emails
- Remote Desktop calls: 12 calls.
- Completed details

DATE: 1st FEB 2018 - Public Holiday (Federal Territory)

DAY 53: WEDNESDAY
- Report on duty
- Received calls, understand user’s issue, solve the issue
DATE: 2nd FEB 2018 - Completed call trace details
DAY 54: THURSDAY

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 - Report on duty
DATE: 3rd FEB 2018 - Received calls, understand user’s issue, solve the issue
DAY 55: FRIDAY - Email handled: 15 emails
- Remote Desktop calls: 12 calls.
- Completed details

Signature of Supervisor: ___________________ Date: __________________

WEEKLY REPORTING: WEEK 12

DATE/DAY TASKS/ACTIVITIES
- Report on duty
DATE: 6th FEB 2018 - Received calls, understand user’s issue, solve the issue
DAY 56: MONDAY - Email handled: 10 emails
- Remote Desktop calls: 4 calls.
- Completed details
- Report on duty
DATE: 7th FEB 2018 - Received calls, understand user’s issue, solve the issue
DAY 57: TUESDAY - Email handled: 10 emails
- Remote Desktop calls: 4 calls.
- Completed details
- Report on duty
DATE: 8th FEB 2018 - Received calls, understand user’s issue, solve the issue
DAY 58: WEDNESDAY - Email handled: 8 emails
- Remote Desktop calls: 4 calls.
- Completed details
- Report on duty
DATE: 10th FEB 2018 - Received calls, understand user’s issue, solve the issue

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DAY 60: FRIDAY - Email handled: 3 emails
- Completed details

Signature of Supervisor: ___________________ Date: __________________

Curriculum Vitae
Sivanandha Muthamil Selvam

OBJECTIVE

Honest, confident, hardworking person. A person keen judgment with a record of integrity and dependability,
poised to leverage education and experience towards launching a successful career in any field. Secure a job
with any position, offering extensive experience working in fast paced environments demanding strong
organizational and interpersonal skills.
To work with my maximum potential in a challenging and dynamic environment and simultaneous contribute to
the growth and success of the organization.

PERSONAL DETAILS

PERSONAL DATA:

NRIC : 910826065875
Age : 23
Date of Birth : 26 AGUST 1991
Gender : Male
Marital Status : Single
Nationality : Malaysian
Race : Indian
Religion : Hindu

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 EDUCATIONAL BACKGROUND

Diploma in Information and Communication Technology

Major : Computer Engineering
Institute/University : Olympia college
Grade : CGPA 2.30/4.00

Current : Degree
Major : BSc Hons in Computer Forensics
Institute/University : Asia Pacific University

PERSONAL SKILLS

SKILLS
Proficiency: Advanced – Highly experienced; intermediate – Familiar with all basic functionalities;

Freelance (Computer, Laptops & peripheral) Years Proficiency

Troubleshooting 3 Intermediate
Software and hardware 3 Intermediate

Skills Year Proficiency

Microsoft Office 2007 3 Expert
Microsoft Office 2010 3 Expert
Microsoft Office 2013 2 Expert
Troubleshooting 1 Intermediate
Handling ICT software’s 1 Intermediate
Handling ICT hardware’s 2 Intermediate
JAVA & C++ 1 Intermediate
Oracle 1 Beginner
Ethical Hacking 2 Beginner
Data Tracking 2 Beginner
Evidence Gathering 2

LANGUAGE

(Proficiency: 0 = Poor – 10 = Excellent)

Written Spoken
Bahasa Melayu 8 8
English 10 10
Tamil 10 10

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 PERSONAL STRENGTHS

 Good sense of humour, creative, enthusiastic, sincere at heart, eager to learn, fast leaner
and deal with problems rationally.
 Apologizes quickly, volunteers for jobs, think up new activities, inspires others to join, and
motivates others at work, optimistic and passionate.

PERSONAL QUALITIES

 Dedicated, motivated and hardworking, able to work with anybody, great team player,
competent in work. Willing to adhere to working orders to improve my skills and
performance, work under pressure.
 Friendly, easily adapt to new situation, think wisely, and correct mistake and creative.

WORKING EXPERIENCES

Company: GLOBAL IT SOLUTION

Position: Technician
Specialized Job:  Microsoft Office 2007,2010 & 2013

 Able to handle Windows XP – Windows 8 (8.1)

 Backup, format & reinstallation of Windows and Software for desktop PC

 Good in Windows Operating System

 Assisting other IT hardware such as projector, Wi-Fi access point, network

switches, modem, and fax .

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  Troubleshoot hardware and software issues.

Reason for leaving: Studies (Diploma)

Job Scope:  Handling & setup projector connection and settings.

 Working on virus protection, personal firewall and malware protection for

users.

 Handling of user emails and group emails.

 Handling of all hardware and software upgrades, failure, repairs and

replacement internally.

 Handling network issues such as LAN, WAN and WLAN.

Company: Lenovo (Midvalley )

Position: Technician /Promoter
Specialized Job:  Upgrading Ram

 Promote

 Backup, format & reinstallation of Windows and Software for desktop PC

 Install Windows Operating System

 Installing Graphic Cards

 Troubleshoot hardware and software issues.

Job Scope:  PC Handling

 Fixing Errors.

 Update to latest operating System

 Handling of all hardware and software upgrades, failure, repairs and

replacement internally.

 Handling network issues such as LAN, WAN and WLAN.

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 PREFERENCE

 Type of employment: Internship

 Own transport: Yes

REFERENCE

Cover Letter

Sivanandha
No 24, Persiaran 3,
Taman Tapah Indah 2,
35000 Tapah, Perak, MY
___________________________________________________________________________

Dear Sir/Madam,

RE: JOB OPPORTUNITY

I am writing for a position in your prestigious organization. Being a fast learner, I strive for
excellence and sincerely hope to fulfil the requirements of your organization for this position.

I am self-motivated and goal-orientated, can easily influence the members in the team to
reach the organization-desired goal within the timeline. I offer an attitude of excellence and
diligence backed up with an extraordinary learning capability.

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Hereby I enclose my resume for your kind consideration. I believe that I will be able to make
positive contribution towards the development of your organization.

I am available for a personal interview at your convenience. I can be reached either on the
mobile phone or via e-mail (both this information is provided in the resume attached). I look
forward to hearing from you soon.

Thank you for your time and consideration.

Yours sincerely,
Siva
[Sivanandha]

ATTENDANCE SHEET

(November – December)

21st November 

22nd November 

23rd November 

24th November 

25th November 

28th November 

29th November 

30th November 

1st December 

2nd December 

5th December 

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6th December 

7th December 

8th December 

9th December 

12th December PUBLIC HOLIDAY - MAULIDUR RASUL

13th December 

14th December 

15th December 

16th December 

19th December 

20th December 

21st December 

22nd December 

23rd December 

26th December PUBLIC HOLIDAY - CHRISTMAS

27th December 

28th December 

29th December 

30th December 

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(January)

2nd January PUBLIC HOLIDAY - NEW YEAR

3rd January 

4th January 

5th January ON LEAVE

6th January 

9th January 

10th January 

11th January 

12th January 

13th January 

16th January 

17th January 

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18th January 

19th January 

20th January 

23rd January 

24th January 

25th January 

26th January 

27th January 

30th January 

31st January 

(February)

1st February 

2nd February 

3rd February 

6th February 

7th February 

8th February 

9th February ON LEAVE

10th February 

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