Mohd Haqim Mohd Razali

Experience

• 

  Grand Dorsett Subang Hotel

  Oct 2009 - Dec 2009

  IT Assistant

  • Taking care of the day- to-day support and troubleshooting of all in house software and equipment (desktops, laptops, printers, phones).• Technical support:- Perform hardware and software maintenance duties- Troubleshoot and correct hardware/ software computer and network problems- Assist with the maintenance and operation of the workstations.- Ensure all daily tasks including backups complete successfully- Offer technical support of Hotel Outlook Email system including creating new Outlook accounts. Show less

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  CSC

  Jan 2010 - Apr 2010

  IT Support

  - Involved in field support work - attending to breakdown calls, parts replacement, join visits with 3rd party vendors and others.- Manage Ad-Hoc (Install, Move, Add, Change) requests include Preventive Maintenance.- Occasionally required to be on 24 hours standby and work long hour depending on the site situation.- Communicate effeciently with the Head Office on all site transactions made.

• 

  Startek Malaysia

  May 2010 - Jun 2011

  Technical Support Executive

  • Provide first level technical support to help customers resolve problems related to notebook and desktop usage.• To handle enquiries on Client’s product and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times.• Respond and follow up promptly on all customer requests (via calls, emails or other means) and provide timely responses to enhance quality customer experience.• Collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving for service excellence.• To provide statistics and information on the nature of calls and the customers’ issues, especially when there are new promotions and product launches.• 1st level technical knowledge and troubleshooting is essential for both software and hardware. Show less

• 

  Hewlett Packard Enterprise

  Jun 2011 - Nov 2015

  • Installs software, modified and repaired software and resolved technical issues.• Provided second level IT supports to non-technical personnel within the business.• Resolved customer issues in a clear, courteous and straightforward manner.• Met and exceeded company sales and productivity goals• Demonstrated professionalism and courtesy with customers at all times.• Identified and solved technical issues with a variety of diagnostic tools.• Followed up with clients to ensure optimal customer satisfaction.• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the application• Triage Level II and Level III trouble tickets.• Collaborate with development staff to recreate problems in the test environment• Actively contribute to ongoing process improvement• Trained new employees and explained protocols clearly and efficiently.• Referred difficult issues to upper management while maintaining positive rapport with customer. Show less • Level 1 support• Respond to requests for technical assistance in person, via phone, electronically• Diagnose and resolve technical hardware and software issues• Research questions using available information resources• Advise user on appropriate action• Follow standard help desk procedures• Log all help desk interactions• Administer help desk software• Redirect problems to appropriate resource• Identify and escalate situations requiring urgent attention• Track and route problems and requests and document resolutions• Prepare activity reports• Stay current with system information, changes and updates Show less

  • RSSG ( Remote Specialist Support Group) (Promoted)

    Dec 2013 - Nov 2015

  • Global Service Desk (GSD)

    Jun 2011 - Nov 2013
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  DKSH

  Nov 2015 - Nov 2021

  • Project Management: WIFI and RF device implementation project Share-point migration project Microsoft teams project CCTV project Drone project for cycle count IT asset management project IT roadshow 2018 and 2019 Warehouse expansion project• Country IT supports all branches in Malaysia.• ITIL certified• Handle user ID creation from ADUC, office 365 & Lotus Notes• Reset password & re-certified for Windows• Setup \ building image creation & deployment of Windows 10• Liaise and manage third party vendors• Supporting user based on ticketing system (ServiceNow) • Provide daily technical support, troubleshooting and maintenance to all computer applications, computer devices, servers, printers, network and anything related to the company’s IT infrastructure • Supporting users on WIN 10• Active Directory• Manage windows server 2012 and Windows server 2016• HYPER-V, Veaam Backup• Antivirus (Symantec) • Network troubleshooting (AP’s, switches, Cisco IP Phone)• Involve in system implementation and provide training and technical support of user with varying levels of IT knowledge and competence• Updating IT inventory list for hardware & software using IT Asset Management tool• Configure & troubleshooting Multi-factor Authentication (MFA)• Involve in Migration for Auric Marketing to DKSH Malaysia Sdn. Bhd• Conduct monthly IT training's to company employees and on boarding IT training for company new hires. Show less Desktop Management ( IT infrastructure ) :-• To support the entire warehouse IT operations and to provide management services in IT related scope• Being the primary contact point for all IT management services, infrastructure and network related issues, responsible for planning and deployment for all IT project for business operation in accordance to operations needs and to advice on the solution to assist/develop the business needs• Study the business and application specific requirements, review and evaluate the IT infrastructure as well as design and implement the IT architecture to meet current and future requirements with a minimum expenditure cost.• Proactively make recommendations to improve and grow the IT infrastructure and enhance end user use of business application systems, enabling them to be more effective and efficient.• Provide management oversight in key IT initiatives such as applications and infrastructure for next generation equipment especially for Warehouse environment • To review and manage wireless system and provide the best solution to ease the operation work flow.• Liaison with vendors for proposals, quotations and contracts to meet operation needs • Supports the overall Warehouse IT infrastructure and network running on CISCO platform (core switches, floor switches, and fiber links). Report key findings and outcome of the assessment of the business, IT risk environment and the related controls involving 1st, 2nd and 3rd level support at various IT sections.Industrial Engineering:-• Review production schedules, engineering specifications, process flows, and other information to understand methods and activities in manufacturing and services• Figure out how to manufacture parts or products, or deliver services, with maximum efficiency• Develop management control systems to make financial planning and cost analysis more efficient Show less

  • Specialist, Digital Workplace (Promoted)

    Nov 2018 - Nov 2021

  • Specialist , Industrial Engineer and Desktop Management

    Nov 2015 - Nov 2018
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  BHP

  Oct 2020 - now

  Information Technology Infrastructure Specialist