• Seremban, Negeri Sembilan, Malaysia
  • Oct 02, 2020
Full time

Personal Summary

0• Experiences with Avaya voice & application such as Avaya PABX, VoIP Technology,
• Nice Recording, System Call Pilot and other third party products.
• Provided helpdesk support & troubleshooting issues identify by users of regionals subsidiaries.
• Equipped with various data and voice networking experiences particularly in VoIP, Wireless, data networking, SIP and Video Conferencing.
• Good knowledge in Windows OS, Mas OS, MS Office and various Microsoft technologies.

Personal Strength
• Willing to accept new challenges beyond the scope of work given.
• Able to adapt to a new environment / place.
• Fast learner and gives full commitment to work given.
• Interact with people very easily and has a good personality.
• I will appreciate any new experience to make it as an asset of mine own and allowing to gain more knowledge to the given job scope. Besides, i am willing and able to contribute my full time towards the job that is needed to be performed.

Technologies & Knowledges
• Avaya PABX, VoIP Technology, Nice Recording, System Call Pilot.
• VoIP, Wireless, Networking, SIP, Video Conferencing.
• Advanced Microsoft Excel, data mapping & reporting.
• Microsoft Windows Server, Mac OS and Desktop Operating systems.
• 2012 R2 /2016 - Windows 8.1/10 Support and management of AD/DNS/DHCP
• Routing, & Switching, Wireless LAN, Firewall & VPN (IPSec) WAN Load Balancing.
• Internet Services, Web Services, Media Servers, Proxy Services, browser & media players operations.
• Security Incident & Event Management System (SIEM) & Applications Routing protocols knowledge, advanced TCPIP, routing, NAT, DNS, HTTP, Firewall, Qos.
• Microsoft Office Word, Excel, Outlook & Visio.
• IAM principles, Microsoft Active Directory & user account.

Work Experience

Jan 2019 - Apr 2020 DENTSU AEGIS NETWORK
  • Job Scope:
    • Monitor the performance and capacity of computer systems using a variety of tools.
    • Look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, work to determine the cause of the problem.
    • When a problem impacts the IT services, work to triage or troubleshoot the problem, within standard operating procedures. This may include coordinating with third-party vendors, customer contacts, or other IT teams.
    • While responding to incidents, track and document all issues and resolutions in detail.
    • This increases the knowledge base and is a record of the health of the system.
    • When problems are too large or complex for quick troubleshooting, escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution,
    maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

    Knowledge & Abilities.
    • Good understanding of current Microsoft Windows Server and Desktop Operating systems.
    • 2012 R2 /2016 - Windows 8.1/10 Support and management of AD/DNS/DHCP
    • MS Office suite knowledge
    • Good understanding of current Mac OS, Nomad experience desirable
    • Excellent troubleshooting and problem-solving skills
    • Network troubleshooting, TCP/IP and general WAN/ LAN troubleshooting
    • Experience of SCCM administration, packaging and deployment
    • Experience of Casper administration
    • Understanding of an Identity Management system - Okta experience desirable
    • Exposure to Citrix desirable
    • Strong ability to diagnose server or network alerts, events or issues.
    • Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
    • Knowledge of project management methodologies and techniques
    • Good oral and written communication skills, and ability to address conflict with others constructively.
    • Willingness to want to aid in supporting all aspects of the IT service assisting other teams.
    • Where required from helpdesk and support through to architectural design and implementation.
    • Demonstrate excellent communication skills, both written & verbal.
    • Able to develop good working relationships, strong organisation and planning skills with exposure to matrix management.
Jan 2018 - Jan 2019 GENERAL ELETRIC
  • iJob Scope:
    • Strong customer service skills.
    • Ability to accurately and effectively troubleshoot and solve technical problems Deep knowledge of all versions of macOS.
    • Experience with Microsoft Office for Mac 2016, 2019, and Office 365 functionality and troubleshooting basic connectivity issues; experience with advanced Outlook functionality and protocols involved with connecting to Exchange.
    • Excellent communication skills (phone manners, listening skills, and follow-up skills).

    • Experience in providing mobile device support (Android, iOS, Windows Mobile).
    • Knowledge of Active Directory and domain environments.
    • Ability to troubleshoot TCP/IP networking issues, including network devices such as printers and scanners.
Jan 2016 - Jan 2018 AIG SHARED SERVICES

Job Scope:
• As a single and first point of contact or focal point to all end user's with regards to any I.T related issues.
• Manage the clients email queue, protect the agreed service level for emails presented by the clients.
• Answer calls/e-mails promptly hence providing administration task in ensuring all requests are logged into the technical support ticketing tool and practice first call resolution for all issues.
• Establishing severity on the impact of the issue to its businesses - upon acknowledging of any I.T related issue
• Provide 1st level troubleshooting/support within capacity once a case has been determined.
• Updating and ensuring all cases and communication are recorded throughout the process to reflect the current status of the incident, and consistently updating the case to project the current status of the case so that all parties are aware of the progress of the specific case.
• Assist and work as a team in developing workarounds for issues reported.
• Gained experience in supporting end users and clients within a large network environment and managing networks.
• Gained experience and knowledge in Personal computers, Server Hardware Peripherals, LAN, WAN, Windows Servers, Operating Systems and application software's.
• Able to support Network Connectivity Issues and Troubleshoot Network Related Problems.
• Gained experience in ensuring all standard application software's are installed and in good working condition on all supported systems.
• Worked as team with counterparts, higher level support teams, and vendors in solving all issues. Gained excellent communication skills (verbal and written).
• Able to maintain a stable performance although working under pressure. Learnt to manage stress in a manner that is acceptable to others in the organization.
• Gained useful and important knowledge on computer information and age, computer organization and infrastructure and lastly, human computer interaction.

Incident Coordinator
Jan 2015 - Jan 2016 Global Service Center-Malaysia
  •  Job Scope:
    • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
    • Responsible for assigning incidents within a group or division. Responsible for communicating with the process manager.
    • Work closely with the business owners when there is Major Incident. Ensure correct categorization before assigning the ticket.
    • Creating MI (Major Incident) mapped the child tickets to MI , ensure the MI been resolved and send out announcement to the end users globally.
    • Weekly meetings with the lead and discuss on the highest issue that been receiving and plan out to reduce the backlogs and creating schedule for agents.
L2 IT Helpdesk Specialist
Jan 2014 - Jan 2015 Global Service Center-Malaysia

Job Scope:
• Provides 2st level support for the internal users from Geneva. Help them to troubleshoot their issue with IT. Perform remote session.
• Support everything related IT.
• Strong communication skills are also essential, as help desk specialists we will makes sure that we are able to help them in all fields. Working closely with IT professionals, like with business owners in UN HQ and Level 3.
• Delegate to assign the Service Request Ticket to selected team in Geneva and as well to Malaysia team.
• Hands on with the ticketing tool like Siebell and Service Now.
• Assist users to add Office 0365 to mobile phones (ActiveSync).
• Specialize with Office 0365 , Re-map the mailbox and rebuild the Outlook profile remotely using Remote tool LogMein.
• Troubleshoot VPN access for end users using United Nations special Device Mission Control Token.
• Adding Network printer and troubleshoot the pool printer.
• GSM (Global Management System: A internal application for World Health Organization)
• GSM is essentially WHO's Enterprise Resource Planning System, or ERP.
• It is a highly robust IT system that gathers, collates, and produces data. For WHO, it means bringing together disparate work flows, procedures and systems into one common system across the Organization.
• Over 100 existing systems, in the areas of programme planning, human resources, finance, travel, and procurement will be combined into one.
• Health programme information will be provided in a more integrated way. All country offices, regions and HQ will have real-time access to the same data, essential in implementing health programmes.
• Shared Drive Access /Mapping/Size.
• Giving shared access to end users from different department as well re-map the shared drive which missing from desktop.
• Create extra space in shared drive for users

Subject Matter Expert
Jan 2011 - Jan 2013 IBM

Level 1 IT Service Desk
• Provides 1st level support for products ranging from desktops, notebooks, servers, monitors and projectors for India and Singapore, Attend customer group range from personal to corporate users.
• Provide courteous and professional technical support to customers and support users for different OS like Windows and OS
• Troubleshooht hardware and software, technical,networkissues (i.e.:reset passwords ,remote pc ,trouble shoot and etc).Creating tickets and follow up with pending tickets. Hands on with the latest Ticketing tool like Service Now and Co-desk, Work closely with the SME (Subject Matter Expert) to work on the Pending/Unresolved Ticket and dispatch to the right team.
• Mock call/Call Monitoring for WPP and PAL account, checking on quality for the new agents before go live.
• Handled 3 different accounts, WPP, NHG & PAL


Diploma in Nursing - Nursing
Jan 2010 - Jan 2013

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