Muhammad Syazwan Sulieman

Experience

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  KRU STUDIOS

  Jun 2013 - Jan 2016

  Marketing / IT Executive

  - Assist COO on daily administrative task (documentation, filling, delivery order)- Work directly with Client for Studios rental booking and provide quotation to prospect client- Interpret customer requirement, match products to customer specification whilst gathering data for quote preparation- Build and maintain pricing measurements for decision making processes- Responsible on all inventory housekeeping and merchandise stocks.- Providing support and repair expertise for employee PC and laptop. Show less

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  IX Telecom

  Feb 2016 - Sept 2023

  Operational Issue Resolution: Take ownership of recurring operational issues, such as fiber optic cuts, equipment failures, or partner incompetency, and work closely with the engineering department and NOC team to ensure timely and effective resolution.SLA Compliance: Monitor key performance indicators, such as response time, resolution time, and uptime, to ensure compliance with agreed-upon service levels.Partner and Supplier Management: Establish and maintain strong relationships with partners and suppliers through regular meetings and discussion in order to improve service delivery. Process Improvement: Identify areas of inefficiency or gaps in processes and collaborate with cross-functional teams to develop and implement solutions, besides optimizing workflows, streamline operations, and enhance service quality.Customer Relationship Management: Serve as a point of escalation for customer concerns or issues that require higher-level intervention.Team Collaboration: Collaborate closely with the engineering department and NOC team to ensure seamless coordination on all operational matters. Show less Coordinating Deployment Activities: Serve as the primary point of contact for customers, end- users, and local partners throughout the deployment process. Also, collaborate closely with stakeholders to ensure smooth execution of network setup and installation, from initial planning to final implementation.Internal Process: Compile and generate all documentations using PMO system including delivery order (DO), Letter of Acceptance (LOA) and handover documents to internal departments including Network Operations teams for support maintenance and finance team to start the invoicing process.Relationship Management: Provide exceptional customer service by addressing queries, concerns, and requests promptly. Additionally, fostering positive relationships with vendors and other stakeholders to optimize service delivery and exceed customer expectations.Performance Monitoring and Reporting: Continuously monitor the performance of networks to ensure optimal functioning, identify areas for improvement and implement proactive measures by conducting regular audits and analyzing key performance indicators to enhance network efficiency and reliability. Show less - Prepared and implemented annual work and resource plans- Supervised, delegated work and motivate staff- Ensured availability and qualities of servicing within Service Level Agreement (SLA)- Engage in Team periodic postmortem to identify area of improvement to streamline the process based on service trends- Act as a Service Manager to provide oversight on the performance report of IX Operation to key clients- Conduct Client meetings and serve as a point of escalation in managing partner operation expectations- Identify product and service offering opportunities and work with Product Management Team as proposed recommendation- Communicate with engineering devision to provide reason of outage (RFO) and root cause analysis (RCA) report to customer- Focal contact point for all partners domestic/global to ensure Services meet expected standard- Pioneer in producing ISO migration 9001-2015 document for NOC operation and part of control committee for NSP licensing for IX Show less - Serve as a point of contact for status and progress update through ongoing ticket via Solarwinds Web Helpdesk.- Manage first level escalations by applying various troubleshoot methods to track down complex technical issues.- Monitor domestic/global customer network using NMS (Cisco Meraki, Solarwinds, LibreNMS, PRTG, Nagios, Cacti).- Direct communication with customer/partner via various channel (Email, calls and Messenger).- Perform onsite preventive maintenance work (PMW) on network equipment for Jabatan Imigresen Malaysia (Singapore, Indonesia and Australia) on behalf of Telekom Malaysia.- Manage and coordinate hands and leg partner mainly for Telekom Malaysia IPcore global onsite support.- Act as 3rd party NOC call centre for a number of company based in Cyberjaya.- Produce and send weekly and monthly client service report to customer. Show less

  • Service Manager

    Jan 2023 - Sept 2023

  • Service Coordinator and Service Delivery Manager

    Jun 2022 - Jan 2023

  • Network Operations Center Team Lead

    Mar 2017 - Jun 2022

  • Network Operation Center Analyst

    Feb 2016 - Mar 2017
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  SilverSky

  Oct 2023 - now

  Network Engineer

  Provide 24/7 on-call operational support for technical environments and associated transit networks.Troubleshoot, diagnose, and resolve LAN/WAN issues effectively.Adhere to change management protocols for all modifications in production systems.Conduct maintenance on Cisco switches and routers to ensure optimal performance.Develop and implement monitoring solutions to alert on network exceptions.Lead projects stemming from Capacity and Failure Point Analysis and network integration efforts.Design and deploy mission-critical network and security systems across various media types and protocols.Collaborate with software development and database teams to define system requirements for application deployment.Document changes to overall platform design and functionality.Execute additional related duties as required. Show less