Amar Mark

Experience

• 

  IBM Malaysia

  Dec 2008 - Nov 2009

  Technical Helpdesk Specialist

  • Provide technical support over phone and email

• 

  Hewlett-Packard

  Dec 2009 - Feb 2015

  • Provide technical assistance to team members• Point of contact for technical escalations• Prepare Root Cause Analysis (RCA)• Manage staff scheduling - Prepare shifts schedule and handle leave applications.• Supervise day to day operation.• Conduct refresher and new service training. • Provide technical support for complex issues which cannot be resolved by Service Desk

  • Technical Lead - Level 2 Desktop Support

    Dec 2011 - Feb 2015

  • Level 2 Remote Desktop Support Analyst

    Dec 2009 - Nov 2011
• 

  IBM Malaysia

  Feb 2015 - Apr 2020

  • Acts act Incident Coordinator to analyse and dispatch incoming Incident tickets to Level 2 technicians based on workload, difficulty and skill.• Point of contact for Level 2 related escalations.• Help to share team's workload by handling urgent and critical Incidents.• Monitor and ensure all Service Level Agreement (SLA) and Key Performance Index (KPI) is met.• Prepare Root Cause Analysis (RCA) as and when required by Problem Manager.• Continuously review and improvise Level 2 Support process.• Manage and responsible for Level 2 and Service Desk's knowledge base article.• Manage team's availability by planning FTE / leave and headcount for any ad-hoc projects.• Provide daily and monthly report to Manager on team's performance (SLA / availability).• Prepare Analyst's performance scorecard for quarterly review.• Handle daily team huddle and monthly team meeting. Show less

  • Workspace Subject Matter Expert (SME)

    Jun 2018 - Apr 2020

  • Team Lead - Level 2 Remote Desktop Support

    Feb 2015 - May 2018
• 

  Crossover for Work

  May 2020 - Jun 2020

  Technical Support Specialist
• 

  Autodesk

  Jul 2020 - now

  Technical Specialist