Ben Kwoh

  • Information Technology
  • Malaysia
  • Mar 20, 2021
Full time Information Technology

Work Experience

Jun 2019 - Self-employed

IT Support Service - providing ad-hoc PC/server/printer and office automation
services for hardware and software installation, configuration and troubleshooting

• Courier & E-hailing Service -- provide courier parcels delivering and e-hailing
local pickup and airport transfer services for homes and offices in Klang Valley

Technical Specialist
Jun 2011 - Jun 2019 Marsh & McLennan Companies

Server management - Administrating Windows servers activities and projects
that include initial set-up, configuration, testing of hardware/OS and troubleshooting. Such works including change implementation, installation,
testing, software upgrade, system migration and disk space management.
Managing servers migration, servers commissioning/decommissioning, folders
access management. Also to identify and improve system efficiency works such as remediate technical issues related to server hardware, OS platform, failover
clusters and periodically system health check.

••• Server operation - Manage day to day Wintel servers operation remotely across
global regions (APAC/EMEA/NASA) such as server incident issues, change
request and problem management works. To provide 2nd and 3rd level technical
assistance to service desk and local technical support by conducting deep
technical troubleshooting or root cause analysis and provide workaround/fixed
solutions. Maintaining the top performer resolving incidents management and change requests issues across APAC region.

••• Incident & change management - Validate and worked on escalated incident
cases mostly related to Windows OS and its technologies issues such as
backup, disks space capacity, network shared folders/files system, failover
clustering, virtualization and LAN administration related issues. To raise change
request as required remediating the incident/problem cases such like
OS/software patching/upgrade activities, server setting review/reconfiguration, and hardware/software testing which based on RCA and problem management

••• Project & release management - Handled individual and coordinated teams
projects based on changes request such as OS upgrade / reinstallation; server
migration / relocation; server commissioning/decommissioning; software & user
application upgrade/downgrade; shared folders creation / migration. To perform
final reviews for server commissioning / decommissioning activities before the server is good to remove or release to production stage.

••• Vendor & user management - Occasionally to cooperate with local vendors or
business owners to work on complex hardware / software related during off office
hours which may required some special handling request such as new server
setup or upgrade; system configuration and integration with company network and office relocation activities.

••• Documentation - To review/update server operation handling procedures
periodically and define implementation standards following the best practice
principles of ITIL aligning with the company defined standards and interests.
Reviewed document and amend solution changes if needed before it is being
applied. Occasionally to conduct knowledge sharing/briefing session on the process handling and technologies update.

Wintel DTS Engineer
Apr 2007 - May 2011 Hewlett Packard Malaysia (Kuala Lumpur & Cyberjaya)

Manage server operation - Leading a file & print team supporting Windows
servers platforms for clients globally based in Americas, Europe and Asia pacific
regions and also provide technical expertise and guidance on technical issues to
first and second level technical supporting staffs. Dealing with operation with down-lines and customers from time to time to mitigate any planned or
unforeseen disruption of business and also engaged in technical escalation
management meeting whenever is required.

••• Deep technical management - Managing elevation cases and troubleshooting
works in deep level technical support in corresponding technical areas. Initiating and reviewing system performance and availability reports on Windows (Wintel)
servers, monitoring key process indicators such as uptime, event triggers, daily
backup success rate, taking action when there is deviation from acceptable
targets. Defining and implementing global process standards and to ensure a
common set of operating procedures are compliant across to all relevant
supporting countries regions.

••• Technical training - and process briefing update particularly in Windows servers
platform issues and operation process handling to technical support staffs from
time to time, and to ensure the support staffs are understand and familiar with the technical advice and process handling guidelines towards their responsibilities.

••• Change management - Planning and executing proactive maintenance on
server infrastructure through effective capacity planning and change
management. To perform effective impact analysis and promote change
communication using change management tool. Handling technical ownership for
including incident, security, change and problem management, and also to manage client related technical documentations and advice/solutions.

••• Quality improvement and maintenance - Focusing on quality of service with
problem trend analysis, deep level root cause analysis and tracking of actions to
eliminate recurring incidences with preventive actions, and total cost of ownership through productivity enhancements, server consolidations and other
continuous quality improvement project. Also handling incident and problem
case issues such as, Request for Change planner; server patching deployment;
project planning and implementation; process documentation and reporting.

••• ITIL handling process - To align technical operation works with ITIL process
that are like configuration management; incident management; problem
management; change management; availability management; capacity
management; operation management and release to production management, to ensure adherence of ITSM processes are compliance and continuously improved with its quality and efficiency of services.

Product Specialist
Oct 2001 - Dec 2003 Hewlett Packard Malaysia

Provide second level technical and hardware support in low and mid range of Netserver and Proliant servers for onsite engineers and corporate customers via
remote access tool, phone and email. Responsible for server support such as
disk raid controller, SCSI disk, backup drive, board controller. LAN/WAN
activities and related hardware issue.

••• Work closely with team and responsible for providing technical support and solution in order to achieve required service levels in terms of reliability,
performance, security, business continuity. Supporting Windows 2000 & 2003
related to server hardware problem issue such as DNS, WINS, TCP/IP, DNS,
DHCP,SMTP, POP3, capacity planning and security management (GPO).

••• Perform problem management which includes identifying and documenting the
root cause of problems and suggesting corrective actions that will eliminate the root cause. Resolve complicated problems related to Windows server
technology. Provide solutions in terms of repair cases and providing engineering
advisories and technical resources to onsite engineers and conduct product
briefing to field engineers and dealers whenever it is required.

••• To identify support documentation, knowledge databases, technical communities,
forums, mailing lists and other useful information resources for team. Maintain
contacts with professionals in other organizations throughout the company and participate in cross-organizational initiatives and projects when necessary.
••• To work with call center manager and coordinate in the Business Fundamental
Table (BFT) and Part Usage Reduction Projects for purpose of parts usage
survey in commercial product repairing cases and service response time.

System & IT Administrator
Sep 2005 - Mar 2007 Petaling Jaya

Manage server operations - To perform server and network troubleshooting,
identify server resources experiencing bottlenecks e.g. CPU, memory, disk, network
occurred from servers, network devices in the event of system breakdown issues.
Develop recovery plans and solutions and also work closely with department heads or IT vendors whenever it is required to address the company's business continuity

• Manage IT operation - manage and support 200 users based and administrate
Wintel server platform systems and networking devices running on Active Directory
environment, and supporting Windows 2000 & 2003, Exchange 2003 server and services, SQL server, DNS, WINS, DHCP, POP3, SMTP, backup exec, File & Print
server, Terminal Service, Firewall, switches and server security management and services.

• Planning & development - To execute IT plans for future improvements and
monitoring the legality and compatibility of software used and maintenance of
records for proper accountability of IT assets. Responsible for identifying and evaluating new software and hardware to determine usefulness and compatibility with existing software & hardware.

• Review IT operation budget & costing - control and make recommendation based
on company's IT investment directions and to identify current IT developments. To
access systems and network infrastructure weakness in order to keep abreast of
latest IT developments and make relevant changes on enhancement project and upgrade proposal.

• Develop IT policies - Review and update document and roll-out processes to
users such as Internet, email and network resources control and to ensure the system integrity and security access control is being implemented at satisfaction
level. To review and make necessary changes on Firewall security and email
security rules from time to time whenever it is necessary.

• IT standard compliance - Maintain company's IT systems to local copyright laws
and regulations such as Microsoft Licensing, implement WSUS and Symantec Anti
Virus console to maintain server and client systems at the most recent version and ensure system security patches are well updated and protected.

• Service improvement - To schedule and conduct system health checks from time
to time on server and network equipments. Keep track of company's software
licenses and hardware assets movement. Ensure cost effectiveness in all aspects of IT investments and to evaluate and recommend IT equipments and relevant
products to corporate management should it is required for any new IT

System Administrator
Dec 2003 - Aug 2005 Gemplus Technologies Asia (M) Sdn Bhd

To manage and troubleshoot production network and office network resources
such as Wintel servers, PC workstations, Cisco router and firewall in Windows
and Netware multi platforms like Windows 2000 & 2003 environment and to support the operations and engineering functions within the company within
office premises.

••• Local and remote support with regional office in Singapore, as key contact
person for technical system administration in problem solving in LAN/WAN
activities, DNS, WINS, DHCP, TCP/IP, etc in the event of system breakdown, and network outage.

••• Managing and supporting LAN & WAN infrastructure, system applications,
network security, network capacity, performance planning, disaster recovery and solutions to match the on-going needs of the company operation requirements.
Conduct system health check and audit to achieve required service levels in terms of reliability, availability, performance, security, business continuity for
corporate network.

••• Provide technical support in manufacturing production system (smart card)
and to support and maintain the networking devices running in Novell platform in the event of system breakdown. To workout IT security measurement policy for
purpose of card auditing are carry out by the banks, MasterCard, VISA credit
card authorities and ISO standard.

••• Coordinate and assist in pre-sale business support and to assist sales team in technical discussion dealing with customers to provide strategic and appropriate
solutions for the smart card business deal.

Technical Engineer
Mar 1998 - Oct 2001 VMS Technology Sdn Bhd

Provide computerized telephony system setup and implementation such as
voicemail system and call billing system interfacing with telephone PABX
systems and other related system configurations and provide training to end

••• To be fully in-charge of the nationwide project for Telekom Malaysia. The job
scopes mainly involved of hardware and software setup (server; Industrial PC;
controller; Windows2000 system; network configurations, testing,
commissioning, system admin and user training and liaise with vendors for
problem solving throughout the assignment.

••• Constantly study the business demands, research new technologies analyzes
requirements and pertinent technical information then develop and implement
quality cost effective solutions in order to meet the growing needs of customers.

••• Assist in maintaining and monitoring the performance of MIS operation and network through the use of efficient management tools and communication
devices such as servers, workstations, hubs, modems and PC hardware and cabling tools in the entire infrastructure within the company premises.

••• Troubleshoot and support problems pertaining servers and Windows operating
systems in the events of breakdown and also defining hardware maintenance,
data backup and recovery procedures, support, installation, system upgrades and security measures from time to time.

Field Engineer
Mar 1996 - Feb 1998 Petaling Jaya

To provide technical supports to corporate customers and involved in hardware
installation, system customization, network communication test, server
implementation, troubleshooting workstation systems, PC and printers

••• Provided first and second level support on the hardware configurations,
troubleshooting (hardware and software) and to resolve hardware components
problems independently.

••• Participating in the projects of company relocation and coordinated in LAN
system commissioning and decommissioning in Menara ESSO (currently known as Menara Exxon-Mobil at KLCC). Providing technical support in analysis,
maintenance, monitoring and implementing system network connectivity.

••• Working with corporate clients and partners to provide expertise and technical
support on the hardware issues arise related to the system infrastructure in the project assignment. Maintaining working relationship closely with company's
partners and clients in the events of serviced cases handling, technical
troubleshooting and project implementation.

Application Programmer
Jan 1994 - Feb 1996 Subang Jaya & Kuala Lumpur

To setup LAN and data communication equipments between head office and pre-
opening stores in nationwide, to monitor and determined the accuracy of the system performance and data transfer in store operation.

••• Engaged in network operations and remote hardware support stores level and also required traveling from time to time for system maintenance and system
health check, and also in the event of system breakdown.

••• Coordinating in software coding for in-house barcode based application - Price
Tagging System for the purpose of system upgrade from the non-barcode price
tagging and also provided user training to store managers and supervisors for the implementation of barcode price tagging system.


Diploma in Computing & Information Technology - Computing & Information Technology
Jan 1993 - Jan 1994 Asia Pacific Institute of Information Technology

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