Halim Hassan

Experience

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  Telekom Malaysia

  Jan 2001 - Dec 2003

  Data Center Engineer

  Network and Servers Monitoring1st Level Troubleshooting of network incidentData Center AdministratorDaily backup management

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  Xcellink (M) Sdn Bhd

  Dec 2003 - Mar 2007

  Operations Team Lead

  Provide 1st level support to external customer according to Operation Guide, SLA and SLO.Managing Server, Network and Application Team for Incident ManagementPlanning and scheduling team member trainingInitiate Problem Management and Service Improvement Plan.

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  Hewlett Packard (M) Sdn Bhd

  Apr 2007 - Dec 2008

  Account Lead

  Role: Change Coordinator/Shift Manager/Account Lead (July 2008 – December 2008)1. Manage and allocate resource to perform the change management2. Provide regular report to the Change Manager3. Ensure the change implemented in timely manner4. Involves in Global Maintenance Break5. Responsible of the feedback and escalation arise from Change Manager6. Step into operation as Shift Manager in the event of Primary Shift Manager not available7. To ensure incident management being handle in timely manner according to SLA8. Involves in Emergency Room and provide Post Incident Report9. Act as Trusted Person to assist engineers received all necessary access following Security Management.10. Point of contact from Service Desk and Engineers related to account or access right.11. Back up of Account Lead whereas the Primary Account Lead not available.Role: Account Lead (November 2007 – June 2008)1. Responsible to handle escalation from customer and provide corrective action and preventive action2. Working with Service Excellent team to maintain and improves Operation.3. Ensure Service Level at agreed level4. Managing few teams providing remote support worldwide5. Responsible for the resources allocation and budget6. Ownership of problem management7. Providing End-to-End incident management8. Host customer visit to the center Role: Technology Team Lead (TTL) (April 2007 – October 2007)1. Single Point of Contact for TTLs in designated team2. Back up of Account Lead3. Provide/suggest preventive and corrective action4. Participate and involves in Incident Management process refinement5. Access right Administrator and Trusted Person for designated team6. Managing Command Center (CC) engineers 7. Responsible for creating and managing Team reporting using Business Object Show less

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  Packet One Networks (P1)

  Jan 2009 - Oct 2010

  Senior Specialist

  1. Managing technical resource to troubleshoot customer technical complaint2. Prepare Technical Report3. Improves troubleshooting document and tools for frontline to use4. Involves in Network Crisis and WAR room5. Review Change Request6. Review Customer complaint and prepare resolution7. Understand operation requirement and initiate Service Improvement Program8. Perform Wimax signal static test to reproduce user experience9. Prepare training material

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  Hewlet Packard (M) Sdn Bhd

  Oct 2010 - Dec 2013

  Account Delivery Manager

  Partnership with external customer and internal support to fulfill service offering according to SLA and identify service improvement1. Managing and resource allocation to troubleshoot customer technical complaint2. Operation service improvement such as documentation and processes3. Create new process and step by step guide for new customer4. Improves and consolidating process for improvement5. Identify process gap and automation for helpdesk support team6. Involves in Network Crisis and WAR room7. Plan, follow up and co-ordinate project implementation8. Onsite operation and project meeting with customer9. Establish and track stock inventory10. Review vendor performance according to SLA and KPI11. Review operation performance with customer12. Prepare and produce monthly and ad-hoc report Show less

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  Cuscapi Berhad

  Jan 2014 - Jul 2014

  Managed Services Manager

  1. Managing Incident Management2. Work with Product Team for new product go to market3. Review new contract for new customer or partner4. Work with SDM for the customer complaint5. Work with Support Team for the improvement and escalation6. Review and Plan for Change Request

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  Maxis

  Sept 2017 - now

  Support enterprise customer growth by delivering and managing offered converge solution Head of Managed Service OperationCertified ITIL ExpertGreen Belt Lean Six SigmaManaged Project DeliveryIdentify and Implement process improvementImprove Customer Experience and SatisfactionMonitor and Review Partner and Vendor KPI and SLASupport and Coaching SubordinateLooking for Opportunity to Upsell Services and Improvement Explore new horizon in career, under People and Organization which part of, Personal Growth Agenda.Understand future knowledge and skill require, and build up capability to align with company objectives.

  • Enterprise Services Manager

    Jul 2019 - now

  • Managed Services Manager

    Aug 2014 - May 2022

  • Learning And Development Specialist

    Sept 2017 - Jul 2019