Ben Keng

Experience

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  Getronics

  Feb 2005 - Mar 2006

  Desktop Support Engineer

  • Liaison for IT services between Shell Information Technology International to ensure optimal delivery of IT services.• Responsible for providing IT on boarding to new employees and transferees to facilitate swift adaptation to the local organization.• Managing the IT assets of Shell Global Solutions Malaysia, providing recovery services and hardware warranty claiming/replacement.• Troubleshoot for IT related issues for GSMY users, managing and monitoring network infrastructure’s performance.• Participate in IT Projects in GSMY, floor expansion and devices setup. Show less

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  SHELL INFORMATION TECHNOLOGY INTERNATIONAL LIMITED

  Mar 2006 - Jul 2008

  2nd Level Front Office Client Analyst

  • To provide a 2nd line technical support, including the communication of complex problems to appropriate third line support teams/software vendors in a timely and efficient manner and according to agreed service levels, standards and procedures.• Monitor and progress all assigned calls and as appropriate, follow escalation procedures for problem resolutions that are not progressing satisfactorily.• Operate effectively without direct supervision but within a clear accountability framework to ensure that assigned activities are managed within agreed Service Levels.• Knowledge Management solution builder - providing draft solutions where gaps in the knowledge are identified reactively in addition to suggesting pro-active solutions where technical changes are being made, considering the business needs of the customers.• To ensure that Customer satisfaction in all interactions meets the contracted Customer Service Levels.• Knowledge sharing with colleagues, to resolve user’s computer/software profile in timely manner. Focusing on Microsoft Vista and 2000 end user and server Operating system. Show less

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  Hewlett Packard Enterprise

  Jul 2008 - Dec 2011

  Messaging & Server Consultant

  • Handling server and messaging ticket escalated from Front End support. Performing server health check and to ensure servers’ availability in order to meet Service Level Agreement. • Managing network printer setup and maintenance/migration. Handling customer request to manage file migration within customer Mount Point. • Dealing with Server hardware replacement with vendor to ensure server hardware are running at optimistic level to prevent server failure and downtime.• Managing Exchanger servers and services, by utilizing Exchange System Manager & Exchange Management Console. Constantly ensure messaging service uptime to prevent situation and Severity One service impact. • Configure mailbox permission and capacity based on customer request. Also communicating with user to resolve server related Outlook problem. Well understanding outlook front/back end design. Show less

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  Gravitee Lab Sdn Bhd

  Jan 2012 - now

  General Manager

  • Setting up new business for Apparel Business• One-Stop Concept, from fabric to ready-made tee / corporate uniforms, we provide decorative services like Embroidery / Digital Transfer Printing / Screen Printing• Digitized marketing of company & create workflow system for handling jobs from customers.• Technical leader for digital printing, solving problems faced by the team• Deploying IT workflow and automation system for company, and reducing manpower required• Leading team of 25 members to carry out daily tasks and maintain customer satisfaction. Show less