at Wipro Limited Cyberjaya
December 2018 - at Present
Accountabilities -Support by using office communicator chat and Phone -Handle email and GOCAT assign Incident tickets -Handle P1 (High severity) Service Now (SNOW) tickets coordination and contact the in-charge person as per the escalation list -Send IT broadcast and announcement -Password reset/unlock and account creation by using active directory -Remote troubleshooting by VNC, LiveMeeting and Remote Desktop -Citrix VNC Access -Internet Explorer issue -Share drive and map network drive -Basic desktop or laptop troubleshooting -Network printer and local printer installation setup -Installation Office, Oracle, JMP, QV Plugin, SAP, Autodesk and etc -Troubleshooting on LAN, Wireless and mobile setting -Workflow applications (help to escalate correct person and follow up on the issue) -End task in N drive Monitor all the servers in Staschippac by using Nagios operating system monitoring and Whatsup Gold
at Transaction Network Services Malaysia
July 2016 - November 2018
Achievements -Successfully completed the Transition of new on-shore projects (Petron Oil) for more than 500 sites in line with set SLAs. -Instrumental in leading cost negotiations with hardware and software vendors in securing 30% price reduction. -Successfully implemented multiple transition projects across the APAC region covering over 500 project hours with 98% on-time delivery. Accountabilities -Co-defined the project scope and deliverables while collaborating with the client as well as internal team members in establishing the project expectations. -Oversaw end to end project implementation in line with service delivery guidelines and client contractual agreements. -Act as the point of contact and communicate project status to all participants. -Assist in documenting project phases and developing summary reports for project managers. -Liaised with all stakeholders for both existing and upcoming projects.
at British Telecom Global Technology (M) Sdn Bhd
May 2013 - June 2016
Accountabilities • Led a team of eight in carrying out various Contract Management functions in serving major key clients including BASF, Nestle, DHL, Allianz, HP, Zuellig Pharma and Samsung. • Assisted the Project Manager in monitoring the work of each team member as well as overall progress. • Defined and communicated clear targets to the team while developing strong relationship with internal and external partners. • Championed specific areas within of the Contract Delivery Shared Services (CDSS) while providing constant coaching and training. • Communicated and presented CDSS capabilities to customers while monitoring the performance of the team in meeting set operational SLAs. • Developed process maps for new contracts and related work as well as generated SOP documents. • Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
Subject Matter Expert (SME) Global Shell Oil
at Hewlett Packard Enterprise Services
November 2010 - May 2013
-Manage and Monitor all Incoming Service Request via MyRequest Portal, Corresponds to Incoming Emails and Voice Call associated with Towers in an efficient and accurate manner for Shell global customers. -Ensure all MyRequest ticket / DWNG Ticket and Shell Global Business Users requests are assigned to the Review Team within required Service Level Agreement Standard. -Follow through Escalation and take ownership to ensure they are completed as the required standards. -Perform Root Cause Analysis and report to Problem Management team for further workaround. -Analyse and interpret Request / Incident Ticket statistics and other data, follow by producing relevant reports. -Escalate queries to Team Manager as and when deemed necessary and complete these hand-offs in a timely fashion. -Conduct feedback, triage sessions and team meetings on regular basis to keep up with novel changes. -Ensure team achieve stipulated Service Levels, KPI and requirements set by Shell.
ITIL Service Transition
2017 - 2017 (1 year) Kuala Lumpur
ITIL Service Operations
2016 - 2016 (1 year) Kuala Lumpur
2014 - 2014 (1 year)
at Flamingo International College
2006 - 2008 (2 years) Kuala Lumpur
Knowledge and keywords