Khalid Khalifeh

Experience

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  First Generation Pictures Sdn. Bhd.

  Aug 2003 - Jan 2006

  I.T Support
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  VADS Berhad

  Jan 2006 - Jan 2008

  Customer Service Representative
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  Jaring Communications Sdn Bhd

  Feb 2008 - Jan 2011

  Team Leader
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  Fujitsu (M) Sdn Bhd

  Jan 2011 - May 2015

  Service Desk Expert (Team Leader)
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  PGS

  May 2015 - Nov 2015

  Service Desk Coordinator

  Responsible for overseeing the daily operations of a company's service desk, which is the first point of contact for customers or internal staff who require technical support or assistance. The job duties of a service desk coordinator may vary depending on the company and industry, but typically include:Manage the Service Desk: The coordinator manages the service desk operations, ensuring that all customer inquiries and technical issues are addressed promptly and efficiently.Customer Support: Responding to inquiries and providing support to customers or internal staff who require technical assistance, handling tickets, emails, and phone calls.Monitor Service Desk Performance: Keep an eye on the performance of the service desk and its staff, track and report on the volume of tickets, response and resolution times, and identify opportunities for improvement.Develop and Maintain Documentation: Create and maintain documentation of service desk procedures, best practices, and troubleshooting guides for both the service desk staff and end-users.Manage Staff: Responsible for hiring, training, and supervising service desk staff, set performance goals and provide coaching and feedback to improve their productivity.Service Desk Improvement: Identify areas for improvement in the service desk process and work with the team to implement changes to increase efficiency and customer satisfaction.Budget Management: Plan and manage the budget for the service desk, including equipment, software licenses, and staff. Show less

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  Convergys Malaysia Sdn Bhd

  Nov 2015 - Jun 2016

  Customer Support Team Lead

  Primary Job Functions:· Ensure all SLA’s and performance metrics are met appropriately, including case management.· Providing customer service & Technical based phone & email support to Razer customers.· Accurately record and update customers’ cases into Case Management System and additional trackers following appropriate processes.· Ensure team provides accurate and understandable information to all customers and support partners.· Ensure all customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.· Ensure all follow ups by the team are done in a timely manner.· Maintain high level of customer satisfaction whilst maintain a professional manner.· Be familiar with all policy, processes, and product knowledge and escalation paths.· Ensure the end to end experience for all customers is at a high level of customer satisfaction.· Take escalation cases from all CSR’s when necessary.· Liaise with clients, service teams and customers for weekly, monthly and quarterly meetings.· Compile and send out daily, weekly, monthly performance reports to team and clients.· Ensure all case tracker and Case Management System information is accurate.· Ensure all CSR tools, including telephony issues are monitored regularly and escalated immediately if not functioning appropriately.· Conduct regular quality monitoring & initial and regular trainings.· Implement and ensure compliance of COPC Framework.· Implement six sigma process improvement methodology. Show less

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  Fujitsu

  Jun 2016 - now

  As an Incident and Problem Manager, will be responsible for ensuring that all incidents and problems related to company operations and services are handled promptly and effectively. Will act as the primary point of contact for incidents and problems, coordinate with other teams to resolve them, identify common issues, and implement preventive measures. I will also report on incidents and problems, analyze trends, and make recommendations for improvement. Key Responsibilities: - Act as the primary point of contact for all incidents and problems for Asia.- Respond to incidents and problems in a timely and effective manner- Establish procedures and guidelines for incident and problem management- Coordinate with other teams to resolve incidents and problems- Identify common issues across teams and services- Implement preventive measures to avoid recurrent incidents and problems- Report on incidents and problems to management and stakeholders- Analyze trends in incidents and problems and identify root Show less • Develop, implement and manage ITIL processes across the organization, including Incident Management, Change Management, Problem Management, and Service Level Management.• Ensure compliance with ITIL best practices and standards.• Monitor and measure ITIL process performance, and provide regular reports to stakeholders.• Analyze ITIL process data to identify areas for improvement, and make recommendations for process enhancements.• Collaborate with stakeholders to identify and prioritize ITIL process improvement initiatives.• Develop and maintain ITIL process documentation, including policies, procedures, and work instructions.• Conduct regular ITIL process audits to ensure compliance with standards and best practices.• Provide ITIL process training to IT service management staff and other stakeholders as required.• Act as a liaison between IT service management staff and other business units to ensure ITIL processes are effectively integrated with overall business processes. Show less

  • Incident and Problem Manager

    Jun 2022 - now

  • ITIL Process Controller

    Jun 2016 - May 2022