Qualifications
• Diploma in Information Technology 1999, KUSZA Terengganu, Malaysia
• Certificate in Computer Programming 1996, KUSZA Terengganu, Malaysia
• Sijil Pelajaran Malaysia 1994, SMK Alor Akar, Pahang, Malaysia
Career Summary
Promicom Services (M) Sdn Bhd, Shell Project, Cyberjaya, Selangor,
January 2014 – Until Now
Change Coordinator, Upstream IT Services
• Handled the tasks of administrative, coordinating and assisting Upstream International (UI) changes.
• Chair the UI XCAB Meeting.
• Assisted a team in any situation during the Business As Usual (BAU).
• Responsible for any escalation issues in change management.
• Handled daily routine/daily change management operation.
• Dealing and communicating with CLMs, OLMs, DVs and Businesses for all the changes that impacting their landscape in Upstream International (UI).
• Ensure all the changes are streamline in the right track.
• Ensure all the change activities in Shell that also impacting other Businesses (eg. Downstream, Global Functions, Trading, Upstream America, TLS, P&T) and ISPs (AT&T, T-Systems, EUC and SHELL) are visible to the UI XCAB Members so that they can plan the upcoming change.
• Ensure all the changes are approved/denied within the agreed SLA’s set by the LOI Change Management Team.
• Ensure all the change activities that implemented by the ISP’s to Shell well organized and cascaded on time to avoid miscommunication.
• Take own initiative to learn, gain knowledge and understand SAP (BASIS, ABAP, etc) from the technical and implementation by associating with the changes made by the ISP’s.
Evenstar Sdn Bhd, Shell Project, Cyberjaya, Selangor,
December 2012 – December 2013
Change Analyst, Upstream International (UI)
• Handled the tasks of administrative, coordinating and assisting Upstream International (UI) changes.
• Chair the UI XCAB Meeting.
• Assisted a team in any situation during the Business As Usual (BAU).
• Responsible for any escalation issues in change management.
• Handled daily routine/daily change management operation.
• Dealing and communicating with CLMs, OLMs, DVs and Businesses for all the changes that impacting their landscape in Upstream International (UI).
• Ensure all the changes are streamline in the right track.
• Ensure all the change activities in Shell that also impacting other Businesses (eg. Downstream, Global Functions, Trading, Upstream America, TLS, P&T) and ISPs (AT&T, T-Systems, EUC and SHELL) are visible to the UI XCAB Members so that they can plan the upcoming change.
• Ensure all the changes are approved/denied within the agreed SLA’s set by the LOI Change Management Team.
• Ensure all the change activities that implemented by the ISP’s to Shell well organized and cascaded on time to avoid miscommunication.
Scope International Sdn Bhd, TPM Bukit Jalil, Selangor,
February 2008 – July 2012
IT Customer Service Engineer / Incident Manager
• Handled the tasks of troubleshooting, configuring, and assisting real time and log issues via phone in hardware and software technical issues such as Office, VPN, IPhone and others related that led to successful resolving user’s problem.
• Assisted a team in any situation during the Business As Usual (BAU).
• Responsible for providing, resetting and releasing Emergency/Support IDsto the Supports and Vendors to implement problem, incident and change management.
• Handled daily routine Emergency/Support IDs securing once its expired after performed incident and change management.
• Assisted a team members providing ongoing jobs training
• Conducted and participated in Disaster Recovery (DR) activities in managing Emergency/Support IDs that facing an issue during the time frame.
• Assisting and conducting team perform conference call with Supports, Vendors and Users in consultation problem that raised.
• Assigned/Escalated all the issue to related parties based on ticket that been raised by Supports, Vendors and Users.
• Update Monitoring Servers reboot / maintenance activities by weekly, monthly, quarterly, mid and end year.
Scicom (M) Berhad – F Secure Project, KL Sentral
November 2007– January 2008
Support Engineer
• Consult end users of installing, diagnosing and advising home users F-Secure products via phone.
• Handled user’s email issue about F-Secure products
• Handled the tasks of providing best technical issues about the F-Secure products.
Scicom (M) Berhad – Singtel Project, Wisma TA KL,June 2006 to October 2007
Call Center Executive
• Handled the first level support for broadband issues via phone.
• Isolate the infrastructure issue (lines/connection) to Linesman based on user’s log.
• Provide an alternative solutions by giving them suggestion, advice & guideline.
• Configuring various types of modem (USB, Clientless, Bridge, 56k, Router) using CD-ROM drivers or Modem page based on Default Gateway Address.
• Configuring the Home Wireless Network using external & built in wireless card provided by Intel or Windows XP tools (IEEE 802.11 b/g) adapters especially for WiFi connection.
• Responsible for managing Microsoft vendor representatives
• Achieved customer satisfaction Excellence
Perodua Sdn Bhd, Rawang, Selangor
August 1999- May 2006
IT Technical Executive
• Played the role of Technical Support managing the desktops equipments
• Handled the responsibility of large scale installation hardware and software on desktops.
• Supporting on computer maintenance and hardware operations
• Performed the tasks of on-site installation, diagnosis and repair of computer controlled by Perodua IT Department.
• Take part in Active Directory (AD) Project specialize in Desktop environment.
• Handling, supervising & facilitate the Audio Visual Project in the Board Room for any Executives functions.
