Fadzwan Seri

Experience

• 

  Saipem

  Mar 2015 - Nov 2015

  IT Support Engineer

  • To ensure that all helpdesk issues are being supported / resolved within 1 hour• To install and maintain all hardware and software peripherals• To support the users in case of technical troubleshooting requirements• To escalate to the ICT Manager all items related to purchase of consumables or spare parts that may be required in carrying out the necessary support activity• However, if the purchase request is related to the acquisition of the company assets, such approval must be requested from HRIT Manager and/or Managing Director, depending upon the investment level.• Responsible for vessels ICT setup such as internet connectivity, wireless network, user support and ICT material requests are in order.• Routine activities are covering: -➢ Maintaining Active Directory Server, Exchange 2003 Server, File and Print Server.➢ Personal computer and printer deployment➢ Corporate and company standard software installation and assistance➢ Installation image modification, update and deployment➢ Hardware and software troubleshooting (upgrade maintenance is carried out where necessary)➢ Support/assist end user, practical helpdesk issues like resetting of user login, printing or email setup) Show less

• 

  CTC

  Feb 2016 - Aug 2016

  Field Engineer / Exchange Support

  Operating System Migration Project (Windows XP to Windows 7)• To ensure user software, printers, network, email with archive and network drive configuration properly been backup before applying Standard Operating Environment• Upgrade user memory to minimum requirement of the workstation system• Format and applying SOE on the user system based on the system model.• Prioritize and schedule problems related to migrating session. Escalate problems (when required) to the reporting supervisor.Mailbox Migration Project (Lotus Notes to Microsoft Outlook)• To ensure user have no problem accessing their email after migration (incl. Headquarters & Branches• Provisioning the first line user support actions either on-site or remote support.• To convert all the user local file on Lotus Note to Microsoft Outlook .pst• Diagnose, identify, research and resolve problem for all end users on Exchange & Outlook related• Prioritize and schedule problems related to migration session. Escalate problems (when required) to the reporting supervisor. Show less

• 

  ViewQwest - Internet Made Better. Internet Made Safe.

  Sept 2016 - May 2024

  - Monitored and maintained the organization's network infrastructure, ensuring high availability and optimal performance.- Led incident response efforts, resolving network issues promptly and minimizing downtime.- Collaborated with cross-functional teams to implement network changes, updates, and security measures.- Documented network configurations, processes, and procedures for knowledge sharing and training purposes.- Contributed to the identification and resolution of network incidents and outages.- Implemented changes to network configurations and performed routine maintenance tasks.- Assisted in the development and maintenance of network documentation.- Collaborated with vendors and external partners to address complex network challenges.- Participated in emergency response activities, ensuring swift resolution of critical issues.- Mentored junior NOC engineers, providing guidance and support in troubleshooting and network operations. Show less • Provide Service Management to supervise the network system and continuously monitor alerts• Ensure the security of the company’s network and look into the performance of the business network• Coordinate with third-party providers to ensure the network products and services are secured• Responsible for attending to tier 2 customer escalations and troubleshooting• Troubleshoot IP services and networks, and ensure that all fault tickets are resolved timely to meet performance Service Level Agreement (SLA) on Mean Time to Repair (MTTR) and Quality of Service (QoS)• Design and influence the enhancement, modification, and adjustment of components in the network’s infrastructure• Manage the Integration of New Network Technologies• Maintain all required network updates on the VPN, WLAN, WAN and LAN• Provide customer support to business clients via email, telephone and face-to-face interactions, and announce service schedules to network users• Document the resolution of incidents and problems Show less • Lead & oversee day-to-day support operations to exceed user expectation by delivering quality SLA• Document and disseminate fixes to first level support for residential products.• Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes• Focal point for all level 1 and level 2 agents with matters to residential products.• Manage and maintain a positive working environment for level 1 and level 2 agents.• Involved in Leadership training• Created and maintained WIKI and technical documentation (for Tech Support) of processes and procedures used throughout normal operations.• Created process flow for technical support department and working closely with other department for a smooth work flow.• UAT on several product or systems before live implementation. Show less • Provides resolution for escalated cases from higher up or Level 1 support• Work closely with NOC and Engineering for testing and rollout of residential products.• Responsible for Network/System/Application monitoring - Monitoring & Scheduling alarms & alerts based on Initial Outage Management Notifications.• Manage alarms and alerts received from existing monitoring programs with previously defined business rules.• Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.• Configures and supports internal and/or external networks.• Recommends upgrades, patches, and new applications and equipment.• Initiate major outage communication technical bridges as requested.• Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.• Actively audit OLT exchange whenever there’s slight error occurred (looping/down).• Propose to engineering if hardware on OLT exchange need to be replaced due to aging.• Assist engineering to migrate residential customer port if needed.• Provision SIP via Polycomm or Broadworks system• Arranging site visit with Field Technician for residential customer when needed Show less • Championed inbound calls and resolve issues within the SLA period.• Perform routine backups on OLTs and other troubleshooting tools for level 1 and level 2 agents.• Plan and propose network layout for advanced residential customers.• Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services).• Create and track incident tickets, change requests, work orders, service requests and assignments as directed. Issue initial outage notification event communications as directed.• Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.• Apply fix procedures as instructed for repetitive events as instructed.• Create/assign incident tickets based on priority, impact and complexity to the appropriate fix agents.• Provide feedback on alarms, process efficacy and knowledgebase to service manage operations support as necessary.• Escalate incidents as needed if not well-defined or work instructions.• Supports security assessments to ensure adherence to customer specific security policy, procedures and industry standards.• Provides support for system reviews to determine if they are designed to comply with established standards.• Establish timelines for technology operations and development teams to ensure incidents are accurate for measurement of Meantime to Detect, Escalation, and Resolution.• Proactively communicate with stakeholders on potential customer impacting issues (i.e. network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.).• 24x7 On-call Operations Support with a willingness to cover shifts gaps if necessary. 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  • Senior Network Operations Center Engineer

    Mar 2023 - May 2024

  • Network Operations Center Engineer

    Jul 2022 - Mar 2023

  • Assistant Team Lead Level 2 Technical Support

    Sept 2019 - Jun 2022

  • Level 2 Technical Support

    Jun 2018 - Aug 2019

  • Shift Lead / Level 1 Technical Support

    Sept 2016 - May 2018
• 

  Maxis

  May 2024 - now

  L2 Security & Network Operation Engineer