Lhogan Chok

Experience

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  Scicom (MSC) Bhd

  Jan 2009 - Jun 2011

  Technical Support Executive

  Perform level 1 troubleshooting for the home broadband network. Includes configuration of the modem and network. Handle managers call and received feedback from the customer on product services.

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  Hewlett Packard Enterprise

  Jan 2011 - Jan 2015

  Subject Matter Expert

  Take ownership of tickets which require a higher level of technical analysis and will work these tickets to resolution or route to the appropriate Resolution Group. Handle issues first-tier of help desk support but are unable to resolve, this may involve interaction with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Being the first point of contact for technical support, product support, client processes, and procedures and escalations. Tools, process and procedural authority to assist the trainer and training facilitator within the team. Deliver and implement training and process information for new hires and existing staff. Lead and supervise IT team in the delivery of first level IT Helpdesk Services. Manage IT team performance, resource scheduling & reporting. Setup workstations and related software, user account, network access points and telephony for new employees. Provide coaching and mentoring related to IT issues, queries, QA, products, and process. Tunjukkan kurang

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  IBM Malaysia

  Jan 2015 - Jan 2018

  Mobility Workplace Device Support - Tier 3 Support

  The Software Platform Management Service role is a desktop management role providing support for workspace engineering and software distribution. Ability to customize, manage and safeguard the end user software platforms. Understanding of application packaging, electronic software distribution and desktop image build. Perform tier 3 support and are technical subject matter experts. Excellent oral and written communication skills are a must since they will often have to interface with the client as well as another IBM team. Tunjukkan kurang

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  Asian Institute of Finance

  Apr 2018 - Jul 2019

  Manager, Information Technology & Multimedia

  Ensuring the IT needs and support for AIF is fully available. Performs a wide range of highly technical duties with the design, implementation and support LAN & WAN environments, related services, web & interactive media design, and development. Implementing, maintaining and supporting the network availability, network security, network operating systems, and various computing services such as mobile devices, PCs, email, enterprise network management, enterprise backup, remote access, and distributed applications environments. Perform advanced prompt troubleshooting of software and hardware problems. Back-ups, disaster recovery & monitor of daily network activity. Identify areas of efficiency deserving attention in the technical support environment. Maintain standards of installation of individual and network software/hardware. Formulation and creation of application scripts and RDBMS. Maintain VOIP and telephony systems. Consolidate budget and maintain all software and hardware expenditure for all divisions in AIF. Create the document, record guidelines, and procedures. Tunjukkan kurang

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  Experian

  Jul 2019 - now

  End User Service Engineer

  • Providing management support to all personal computers within the company • Function as a resource on projects including new hardware images, Windows and office upgrades and other projects involving updates to software on end user devices • Coordinate with multiple teams and Firm departments to implement, maintain, support and enhance the end user device experience and work with Infrastructure team to ensure a common user experience between end user devices & systems. • Perform system administration and updates as required, operating system and software updates • Manage and administer business critical systems, such as System Center Configuration Manager, & Active Directory • Coordinate with the Security team to implement solutions for end user device security • Research complex technical problems and identify, implement and communicate technical fixes • Function as technical escalation point for end-user problems • Review Helpdesk reports to identify systemic end user device issues • Participate in a collaborative design and solution delivery environment Tunjukkan kurang