Experience

  • Infrastructure Engineer

    at Wipro Limited Cyberjaya

    December 2018 - at Present

    Selangor

    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

  • Project Coordinator

    at Transaction Network Services Malaysia

    July 2016 - November 2018

    Kuala Lumpur

    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.

  • Team Leader

    at British Telecom Global Technology (M) Sdn Bhd

    May 2013 - June 2016

    Kuala Lumpur

    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

    Selangor

    -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.

Education

  • ITIL Service Transition

    at PeopleSoft

    2017 - 2017 (1 year) Kuala Lumpur

  • ITIL Service Operations

    at PeopleSoft

    2016 - 2016 (1 year) Kuala Lumpur

  • ITIL Foundations

    at EXIN

    2014 - 2014 (1 year)

  • Diploma

    at Flamingo International College

    2006 - 2008 (2 years) Kuala Lumpur

Languages

  • English Native

  • Malay Native

  • Tamil Negotiation

  • Malayalam Conversation

Hives