Afiq Ashrawi

Experience

• 

  AI Computer SDN. BHD.

  Jun 2013 - Sept 2013

  Computer Technician

  Quit the job to continue studies in UniKL, as I was working during mid-semester break.

• 

  Unikl Resource Sdn. Bhd.

  Feb 2015 - Jan 2015

  Internship

  Internship period is mostly concentrated on Network and System development for MARA

• 

  NEVIGATE COMMUNICATIONS

  Jun 2015 - Jan 2016

  Junior Network Executives

  1)Manage and resolve Customer escalations; providing support and guidance to resolve incidents and faults escalation in a proactive and diligent manner.2)Maintain Nevigate Solarwinds (RMS) for automation capabilities and data integrity.3)Provide server build and installs, application upgrades, network equipment build and installation.4)Facilities maintenance (monitoring and management of SLAs, running health and safety and housekeeping checks at Nevigate PoPs).5)Provide reports on the status and performance of Nevigate Network, ISP services and Facilities. Tunjukkan kurang

• 

  Nevigate Communications SDN. BHD.

  Jan 2016 - Jan 2016

  Operations Team Lead

  -Team lead role, responsible for the resource and SLA for the shift under my lead.-Ensure team log reported faults into ticketing system.-Oversee the provisioning activity for the telecommunications infrastructure and services on the need basis.-Liaise with vendors to troubleshoot Customer Premise Equipment (CPE)-Review and improve operational processes to enable operation staff to operate effectively.-Oversees problem and incident management systems.

• 

  TIME dotCom Berhad

  Jan 2016 - Sept 2023

   TIME Border to Border Network Management on multiple platforms (Transmission, IP and Voice services). Collaboration with internal customer management team to improve customer experience. Maintain TIME Security Network (DDOS and Radware). Maintenance Authority and Repair Co-ordinator for TIME Submarine Cable System (AAE, APG and SKR1M). Monthly/Quarterly report for Domestic and Submarine Network. Service Outage analysis and Service Improvement Plan. Represent Technology Division for Quarterly Service Performance Review with TIME’s Premium customers. Tunjukkan kurang 1. Perform day to day technical support and fault management for all TIME’s network products and services such as Metro Ethernet, IPVPN, ISDN, GPON, Leased Line, ADSL and etc. 2. Manage day-to-day operational matters and functions of Managed Services Centre (MSC).3. To adhere to Managed Services Centre (MSC) processes and procedures. 4. As 2nd level support to Customer Service Department for all technical resolution. 5. Responsible for problem/incident management, tracking of all issues, escalation and reporting. 6. To perform 1st level / 2nd level troubleshooting during any service/network outages.7. To monitor network and services as per MSC processes and procedures.8. Ensure shift and pending activities and cases are handed over and performed appropriately and properly.9. Prepare Incident & Analysis Report for customers.10. Involve in assisting provisioning of services to customers by providing testing and verification to Service Management team.11. To handle and manage escalation calls from customers.12. Direct and manage the network (IP CORE(MPLS/VPLS, BGP, OSPF, IS-IS), PDH, SDH, DWDM, Submarine Cable, Voice).13. Responsible to make sure outage declaration was done properly and in timely manner. Tunjukkan kurang 1. Perform day to day technical support and fault management for all TIME’s network products and services such as Metro Ethernet, IPVPN, ISDN, GPON, and ADSL. 2. Manage day-to-day operational matters and functions of Managed Services Centre (MSC) 3. To adhere to Managed Services Centre (MSC) processes and procedures. 4. As 2nd level support to Customer Service Department for all technical resolution 5. Responsible for problem/incident management, tracking of all issues, escalation and reporting. 6. To perform 1st level / 2nd level troubleshooting during any service/network outages 7. To monitor network and services as per MSC processes and procedures 8. To do escalation to other Department/unit such as TAC, SM-Region during outages if required Tunjukkan kurang

  • Head Of Operations

    Jun 2019 - Sept 2023

  • Shift Team Lead

    Jun 2017 - Jan 2019

  • IP Shift Engineer

    Jan 2016 - Jun 2017
• 

  Cisco

  Sept 2022 - now

  High Touch Operation Manager (HTOM)

  - Lead teams of High Touch Expert Care to build personalized engagement with corporate customers of all levels while building distinguished customer experience by adapting and understanding their operational and business needs and drive improvement and map to Cisco deliverables to ease their day-to-day tasks. - Bridge between Cisco team, customer and partner to mitigate roadblocks within day-to-day operations which is not limited to incident management but also network improvement to maximize the value on their subscribed services. - Incorporate Cisco’s Best Practice in handling incident management into customer’s standard operational guidelines to improve the partnership and improve the service quality which is not limited to incident management. - Manage Enterprise customers' escalations with diverse technology including Software Define- To prepare Monthly Service Level Agreement Reporting Tunjukkan kurang