Career Summary
Jun 2014 – Present(9 months )
Head of IT Infrastructure, iProperty Group Malaysia | Kuala Lumpur, Malaysia
Roles reporting to this role:
• Database Administrator,
• System Administrator(AWS),
• Linux Administrator
• Desktop Support Team
• IT Helpdesk Teams
Primary purpose of the position:
To oversee all aspects of Group IT Infra across MY/SG/HK/ID
Oversee all aspects of Group IT infrastructure
• Monitor systems closely to identify service issues or risks, and maintain site availability
• Accountable for service recovery that impacts risk to IT infrastructure and services to customers
• Proactively monitor systems to identify service issues or risks to minimize impacts to the business
• Coordinate the tasks and activities of the Infrastructure team (across region)
• Manage Infrastructure team across MY/SG/HK & ID as part of the internal Infrastructure Team.
Provide technical support to all (MY/SG/ID/HK)
• Support in delivery of new projects (timelines/resources/specifications)
• Support the maintenance and technical issues in existing systems
• Advise best practises to be used across applications and servers and managing accounts for each access.
• Ensuring resources & technical skills are available at all times
• Conducting cross-trainings via remote conferencing tools (every 2 weeks)
To manage the provision of IT resources to support business requirement
• Monitor costs, timescales and resources used, and taking action where these deviate from agreed (Infra)
• Upgrading hardwares & services that are out-dated & and working out cost effective plans
• Constantly testing out new methodologies in cloud platform for improvements towards user friendliness.
• Cost-Trackers to simplify,reduce, & enhance clarity in purchases made. (all countries)
• Setting up budgetary calculations for all purchases made and allocations for the following year.
• Ensuring Asset Spreadsheet / Asset Management documents are constantly updated up to date with all
employees who have left/joined organisations (across region)
Technical skills in the following :-
• Amazon Web Services (AWS)
• GAB(Google Apps for Business)
• Nagios & Wormly (monitoring tools)
• Domain Registrars(Webnic & etc)
• Route 53 (AWS)
• OSX (All)
• Windows (All versions including server editions)
• Active Directory & Services
• Box.com
• Fortigate Firewall
• Dell/HP/Apple/IBM etc (all editions)
• Office 365 Suite (implementation to GoLive and Support)
• CCTV & AV (Procurement/Setup/Management)
Key Achievements – Completed Projects (2014/2015) – (MY/SG/ID/HK)
Project Management
• Company Takeovers.
– Hardware Purchases / Vendors & Suppliers / Telco / Licenses – KL HQ & HK Office
– Updating & Working with stakeholders on delivery management with clarity on goal & timelines
– Migration of existing email system to Office 365 with user-training. GAB to O365
– Migration of servers in Data Centre to AWS Platform (for all countries)
Enhancements (Infrastructure)
• Replaced existing video conf. tool with Google Hangouts
• Introduced Helpdesk Mgmt Sys to all countries with ITIL concepts & Asset CMDB.
• Introduced Google ChromeCast & applied to all meeting rooms and show tele units.
• Re-invented asset tagging system & spreadsheet documents to a user friendly system with pertinent data.
• Upgraded office network to a stronger bandwidth & installed state of the art WiFi controllers with triggers & remote capabilities.
2004 – Present (11 years 2 months )
Part Time Tutor, Freelancing | Selangor, Malaysia
– I tutor “working adults” on basic foundational skills of Windows & Mac platform systems
* Each student is charged RM300 monthly for 5 classes in a month. (Crash-Course)
Apr 2012 – Apr 2014 (2 years )
Assistant IT Manager, InQpharm Sdn Bhd & Zaluvida Corp Sdn Bhd | Kuala Lumpur, Malaysia
I manage the IT Infrastructure & Cloud Computing Division of the UK,EU & Malaysia branches. My job roles include covering hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources(cloud computing solutions). Providing these services in an effective and efficient manner will ensure maximum access to and implementation of technology services and resources.
Key Responsibilities :-
1. Ensuring network uptime/downtime is managed and maintained accordance to SLA’s
2. Working with cloud-computing tools such as RemedyForce & SalesForce and also managing all accounts/payments & setup.
3. Managing IT Team & Helpdesk day to day issues
– Company is strictly on Apple products only
– Hardware & Software Upgrades
– Network Uptime & Downtime
– Monitoring Security of Network Devices
– CCTV Setup & Management
– Laptop & Desktop Procurements/Setup/Maintenance (Apple & Google)
4. Server Management – Xserve/Dell R-Series/HP
– Server Maintenance & Upgrading
– Account Management – (Server Admin / Workgroup Manager)
– FileShares (Cloud & Non Cloud based)
– Promise Technology – VTrak – SAN Storage Management
5. Managing Cloud Computing Tools – Storage / Office Apps
– File Storage – Box & Google Drive
– Email Management – Gmail (Google Apps & Business)
– SalesForce (www.salesforce.com)
– RemedyForce (www.remedyforce.com)
– GMAIL C-Panel – Account Setups / Domain Setup / Integrations
6. Managing Cloud Based Video Conferencing Tools & Apps :-
– Skype Business
– LifeSize (ClearSea)
– Google Hangout & etc
7. IT Setup for branches (Procurements/Infrastructure Setup)
– Engaging with Network Providers for contracts & internet packages
– Liaising with technicians & contractors for entire project.
– Network & Hardware Setup for internal peripherals
– A/V Setup if needed.
Apr 2010 – Mar 2012 (1 year 11 months )
Senior IT Administrator, Melaleuca Southeast Asia | Kuala Lumpur, Malaysia
IT Administrator – Melaleuca Southeast Asia
Job Role :-
1. To be the sole person in charge for any IT related inquiries or issues for MYS & SG. This covers hardware/software/network issues.
2. To create AD accounts with Exchange Mailboxes upon a new hire. All access to groups and network shares are granted upon approval. All accounts are managed by the local IT Administrator.
3. To ensure network connectivity and hardware’s are in optimum condition during month ends as it would be the most busiest time for the company. (28th – 31st)
4. To procure any necessary IT equipment for staffs with granted approval. In context to this, to work closely with vendors and providers to ensure prompt delivery of items purchased. Follow-up emails and calls are imminent and is a common daily task. Laptop/Desktop/Blackberry are part of the items procured.
5. To self-manage all miscellaneous IT peripherals owned by the company such as laser printers/mobile phones/CCTV camera/door tag system/alarm. To work closely with vendors with minimal supervision from the company.
6. To alert the necessary vendors/providers for any critical issues faced with network or telecom issues and work together to get the deadline reached.
7. All Melaleuca projects & events that require IT assistance is to be handled by myself with a given timeline. A constant follow up will be done until the project/event is completed. A total of 8 projects and events have been completed under my supervision with a steady success rate.
8. Work together with vendors/providers/dealers to provide better solutions to reduce unnecessary expenses in regards to IT.
9. To ensure staffs and fully trained in the systems and software’s they are to use, with adequate training. Trainings are done on a monthly basis. A basic training of hardware is also required to ensure safety precautions are always taken. IT Induction training is also conducted for every new hire.
10. Configuration of desktop phones (Cisco 7900), and Agent ID’s are done for all company staff. Each designated staff will have a different set of rules on their phones depending on their designations. A deep understanding of Cisco Contact Center Administration and CCX is necessary.
11. To ensure staffs whom are traveling do not face any issues with their equipments or connection. To be on standby for any urgent issues, for traveling employees.
12. Managers and directors whom are given the company mobile phone (Blackberry) – are to be configured by myself as per their job roles. Familiarization with BES is required.
13. To be on standby for IT related issues faced in other branches across Malaysia and Singapore. Will travel to locations if issues can’t be resolved via phone or remote.
Achievements & Projects
1. Awarded Star Performer of 2010 (certification)
2. Successful launch and setup of new store locations nationwide (PG/JB/KCH)
3. Implemented cost savings plan for printers and call charges. Significant savings of 40%.
4. Major company events (Convention/Red Carpet/Awards/Product Launch) successfully handled.
5. Launch of 1st Call Center in Southeast Asia – KL
6. Worked together with US Counterparts for the 1st Webcast Launch of Melaleuca worldwide. (2011)
Platform/Hardware/Application worked with :-
1. Windows Server 2003-2008
2. Windows XP/Vista/7
3. Dell – Latitude/Optiplex
4. BES Administration
5. CCX Administration (Cisco)
6. Veritas NetBackup
7. Dameware/NetMeeting
8. MacOS
Sept 2009 – Mar 2010 (6 months )
Service Desk Engineer – Level 2, Mincom (Contract 6+1 month(s))
(Based in company for 6months under contract basis)
– Active Directory – Account(s) Renaming/Deletion/Creation
– Ellipse(Internal) – Password Resets / Ticket Handling
– Citrix Remote Management – Remoting to international servers
– Remedy – Main Ticketing System (Escalations)
– SLA Management – Meeting up with client requirements for SLA’s.
– Completing Weekly & Monthly Reports for Clients
– Emails/Calls from clientele 24/7 hours basis
– Avaya Phone System Handling
– Backup Roles
– Performing various backups & restores for Mincom & other clients
– Running daily and weekly backup for all related servers.
– App: (Veritas Netbackup) System Handling
– Data Protector Management (Internal Software)
Sept 2008 – Sept 2009 (1 year )
Team Leader (TL) – Technical N.O.C. Support, Pacific Internet Malaysia (NOC)
Handling Australian regional customers on a 12 hour shift.
Identified as Technical Care Reps for Network Troubleshooting & Initial Setup Guides
A need in knowing how to setup/configure/troubleshoot various modems + routers such as :-
a) Netgear (all models)
b) Netcomm (all models)
c) Billion(all models)
d) D-Link(all models)
e) Cisco Routers(all models up to date)
– Using a system titled Radius to check consumers detailed uptime status on our servers.
– Updating + Logging Tickets for NOC Engineers based in Australia to view customers site.
– Answering a minimum of 30 calls per shift with Customer Soft-Skills if neccessary (not a
must!)
– Indepth learning of VPN Configuration access for customers on the move.
– Logging remotely into customers router/modem if neccesary and inserting information if needed. Also guiding customers on the phone to perform certain networking commands to obtain vital information for next troubleshooting steps.
– In depth knowledge of Microsoft Outlook(all versions) for customers facing problems or require assitance when setting up accounts.
– 70% Hardware Knowledge of all computers(inclusive of Macs) for minor setbacks or setups if customers insist.
– Updating account payments or changes if required by customers (weekends only)
– Liasing with Telstra for updates on fixes or outages on customers site if tickets have been issued out.
– Doing Voice Mail callbacks for customers who leave v-msgs while the queue is on high call volume.
– Training newbies with product knowledge and guidance throughout their first month at work. (1 to 1 training sessions after work)
– Handling Abuse E-Mails when Spam Mails are sent/received by our clients/customers.(requires searching for originating IP addresses + blocking if neccessary)
– No time limit is given for any call, as its required by the company for each call to be settled on the phone or immediate updates must be required within the hour.
– No 2nd level escalations as we are the only form of escalation. Any issues that cannot be handled are sent to different companies that are hired for these purposes.
Oct 2007 – Sept 2008 (11 months )
Team Lead(Project) / Payroll Advisor, ACS (Affiliated Computer Services)
Role : – Team Lead –
• Provide first level application support to end users including testing, debugging, and correcting
• Prepare relevant software project documentations.
• Assist in implementation, training and support activities.
• Present and demonstrate product capabilities and systems solutions to customers.
• Conducts analysis and diagnosis of problems on issues
Role : – Payroll Advisor –
– Handling almost any HR-Related Inquiries from GSK(Glaxo Smith Kline)(USA&UK)
– Answering calls from Internal staff of GSK daily
– Performing Domain Resets
– Underwent 6 months training in Tempe,Arizona.
– Handling delicate payroll Information of all GSK employees.
– Permanent Position in ACS Malaysia
– Understanding and Analyzing HR Policies for all GSK staff.
Apr 2007 – Oct 2007 (6 months )
Technical Helpdesk Consultant – Win-NT Level 2, Hewlett Packard (HP)
1. Window Server System administration – {TCP/IP protocol, Web Services ( IIS), DNS & DHCP}
2. Remote access tools and console – (PCAnywhere or VNC or Terminal Server, or Citrix)
3. Understanding and working experience in Windows Active Directory.
4. Installing Operating Systems patches and Windows Service Packs.
5. Basic database administration e.g.; Startup and Shutdown of Databases & Shrinking Database Transaction Logs.
6. HP ITO and HP Openview monitoring.
7. Communicating with customer service skills and the ability and desire to work in a collaborative team environment.
Summary :
Professionals need to provide remote support services for some of the client’s remote servers located in US/UK/Australia/Singapore and so on. The professionals need to work in shifts on a rotation- basis. It is a 24/7 job with TWO types of shift patterns (12hours / 08 hours duration).
2006 – Mar 2007 (1 year 2 months )
Customer Loyalty Officer, Zeltrans Sdn.Bhd
Job includes moderating an online gaming website for the users. Part of the job requires handling calls and emails, moderating live chats and lobbies and even forums.
Job was in 24 hours rotation split into 3 separate shifts, there are many technical issues to handle. Users could be using using a MSWindows but could also be a MAC user.
Which makes me fairly versatile with the MAC pc. We deal with Americans mostly but it involves anyone around the world except Malaysia.
2004 – Oct 2005 (1 year 9 months )
IT Executive, Aparment 101 – (ColdFire Trd.)
– Build and assembled the PCs in the Company single-handedly
– Created Company Website for Coldfire Trading using Macromedia Flash 5.0, Dreamweaver and Adobe Photoshop 7.0
– Manage the Wireless Network for the Company
– Designed Menus, Flyers, Name Cards, Company Logo, Promotional Offers
– Apart from the Company Website, I also design
websites for other Clients (In a small scale)
– Repair/Install Hardware Components for Company and Clients
– Use PC as a platform for a DJ Console for the Company. (Company is an Entertainment Facility)
Qualifications
2003
NIIT
Advanced/Higher/Graduate Diploma in Computer Science/Information Technology | Malaysia
Major Network Management
Grade Pass/Non-gradable
Skills
Advanced Hardware Repair/Installation, Customer Service (Soft Skills), LAN/WAN, HTML, Macromedia Flash, Project Management, ITIL
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