Experience

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  Sunway city sdn. bhd.

  Aug 1997 - May 1999

  Mis executive

  • Application Software Implementation and conduct Software Application Training• PC Software Support, set-up and maintenance• Analyse, advice, train and guide user the effective way of system operations, system functionality and to enhance the system from time to time as required by the Management and to trouble shoot ad-hoc hardware and software problem.

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  Gateway computer sdn. bhd.

  Jun 1999 - May 2001

  Technical support professional

  • PC/Notebook hardware and software support through telephone and e-mail, which consists of diagnostic, troubleshooting and provide accurate solution to solve customer issue in country Hong Kong, Singapore and Malaysia. • Operating System Installation includes Windows 95, 98, ME, 2000, NT, PC/Notebook hands on repairing, setting-up new system, hardware Drivers, Application, and other Peripheral Devices Installation

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  Datacom southeast asia (m) sdn. bhd

  Jun 2001 - Feb 2002

  Technical support professional (l3)

  • Applied good technical knowledge and recommend solution to team to rectify customer issue in order to improve first time resolution rate and reduce onsite repair services.• Conducted technical training (Hardware and Software) to continuously improve team knowledge and skills. Coach team to apply proper diagnostic techniques to identify problems, investigate root causes and recommend solutions to correct common failures.• Contact point for the Level 1 and Level 2 should they need to escalate.• Effectively implementation of Quality Service includes Dispatching, Call Monitoring and Technical coaching. Show less

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  Vsource malaysia sdn. bhd.

  Mar 2002 - Jun 2003

  I.t operation assistance manager

  •Managed the Gateway operations transferred from Datacom; transformed the Helpdesk in CRM model.•Facilitated and managed change in staff transition from Datacom to Vsource.•Operated the I.T Helpdesk base on CRM concept – Helpdesk calls/emails handled by Technical Support Team of first level troubleshooting. Provided 30% first call resolution. For calls that not resolvable at CRM team, calls were then escalated to Technical Assistants, or the Level 3 Engineers.•Documented process and procedure for Helpdesk support for Client (any implementation or development that requires I.T involvement), set case closure SLA, and establish escalation process.•Take ownership to improve a new system to track cases logged and closed, Service Request and system backup process.•Manage Technical Assistants – set target and develop their performance management plan, identify their training needs, provide job description and role and responsibility, and manage their technical skills development plan.•Other keys areas included provide direction, team building, problem solving and regular project updates to both client and internal project teams/management.•Arranged working/training schedule and ensure team members are adhering to schedule, and having the right skills and tools to perform their job.•Through implementation of practices and processes, recognize areas where productivity and efficiency can be improved and updated to management•Assisted in the effective implementation of Service Quality includes Dispatching, Call Monitoring, and Email monitoring and Technical coaching.•Trained the team to be multitask and have the flexibility to cover wider range of expertise i.e. technical support, email support, part sales support, warranty department support and customer care support•Assisted in guiding call centre activities in line with corporate objectives through ensuring the achievement of totally satisfactory customers and manage system requirement, i.e PABX and database. Show less

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  Scope international (m) sdn. bhd

  Jul 2003 - Jul 2011

   Security Operations Management• Managed security services included low and high privilege ID creation, amendment, deletion, access granting, report generation, security matrix and etc. Platform and applications support included; Mainframe, Unix, DB, AD, Exchange, VPN, Share Drive, SharePoint, Midrange and etc.• Meet day-to-day Security Request/Change, Service Level, to comply with GIS policy globally for 13 countries (MY, SG, HK, ID, TH, VN, TW, PH, CN, JP, BR, Pakistan, and Korea).• Monitor daily, weekly and monthly roster and ensure sufficient manpower to support the operation of 1200-1600 volume daily tickets on average.• Handle and coordinate DR, Mass Release and BCP test across the country.• Prepared and updated document for new services or existing service followed standard operation procedures and policies.• Prepared and reviewed documents for audit. • Point of Contact managed and resolved escalations issues. People Management:• Managed a team of 20 Security Analysts and User ID Administrator. • Held managerial roles and responsibilities; Develop staff performance plan, training development, career planning, leave planning, roster and recruiting.• Lead, guide, coach, monitor team productivity and performance. • Improved, guided and trained the team product knowledge and skill to be multitasking and have the flexibility to cover wider range of expertise. Security Process Improvement/Project Management:• To increase awareness and reduce the Risk and Compliance for business and ensure team members are in compliance with policies and procedures.• Handled, improved and integrated the Leaver, Mover, MAR (Manager Review Report) process in the RPT system with all platforms of ID maintenances.• Enhanced Request and Change Management process by increased 60% of staff productivity and increased 80% of quality.• Facilitate of process improvements efforts and etc. Show less  People Management• Managed a team of 25 Customer Support Executives (CSE) – developed the team performance management plan, identify training needs (soft and technical skills), define job description, role and responsibility, track and monitor team performance and deliverables.• Identified teams member’s Strengths, Motivation driver, Personal Value, Learning style and works together as a team. Service Desk Operation/Process/Project Management:• Supported all types of IT technical queries, security, complaint, problems with the average of 1000-1500 daily volume. • Chaired daily Problem Management and Service Level meeting, monitor CSEs to concentrate on Inbound Call, Voicemail, Abandon call, Email, and EasyWeb workload and provide First Call Resolution to customer across 13 countries (MY, SG, HK, ID, TH, VN, TW, PH, CN, JP, BR, Pakistan, and Korea).• Performed forecast call volume and growth, resource planning and preparing operation plans every half yearly.• Liaised with other departments on process flow, operation integration and improvement plan• Established call and ticket quality procedure and responsible in team improvement coaching, on call quality and ticket quality• Monitored daily, weekly and monthly roster and ensure sufficient manpower to handle the operation by utilizing Erlang C Calculator. • Handled and coordinate DR, Mass Release and BCP test across the country.• Acted as focal point to represent CSEs to other ITSC functions, such as post-problem analysis or documentation. Show less

  • Platform Security Request Manager

    May 2007 - Jul 2011

  • Service Desk Manager

    Jul 2003 - Apr 2007
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  Penril datability (m) sdn. bhd

  Aug 2011 - now

  Project manager

  • Practise SDLC methodology. Responsibilities include identify client key requirements; project scoping, project planning, scheduling, costing and ensuring milestones are met as per schedule. Focus to deliver high quality project solution within the budget and timelines agreed with the client• Perform resource planning, interview and budgeting; tracked cost to ensure adherence to budgetary limitations.• Collaborate with clients, third party partners, vendors and internal teams to ensure the project deliver successfully.• Facilitate onsite weekly and monthly project progress meeting with clients and internal teams. Team members include technical, business, quality, risk, compliance, and PMO team.• Act as single point contact for escalation and track issues. Raise and manage change request, facilitate resolution and provide weekly status reports to clients and management team.• Initiate and establish a comprehensive issue tracking process and system to prioritize and speed up the resolution, at the same time improve communication among the team.• Manage and handle the service maintenance and Change Request after project goes live.• Project Achievement: managing different projects such as setup Internet Online Banking Call Center, Retail and Busincess Internet Online Banking System, eCustody system, Information Site Application, Upass system, Regional Centralized Authentication System and etc for different Banks which included Malaysia and Indonesia. Show less