Experience

Infosys (Malaysia) Sdn. Bhd.

• Malaysia
• IT Services and IT Consulting
• 200 - 300 Employee

• Shift Lead

  • Aug 2018 - Present

  Shift Leader with direct responsibility of overall shift management KEY OBJECTIVES/ROLES:•Creating efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed•Assigning duties to specific employees based on role and skills•Monitoring attendance, tardiness and time off•Conducting performance reviews and sharing feedback with both upper management and team members•Lead team of engineers and mentor them for their personal growth along•Supervise the daily working of engineers on network trouble tickets•Training new and current team members on tasks•Direct and build (staff, train, mentor and maintain employee skill levels) the Network Operation that troubleshoots, repairs and monitors customer’s network•Proactive in handling issues for priority Incidents and ensuring resolution in timely manner •Responded to and resolved customer questions and concerns.•Handling customer's and higher level management escalations•Handling and troubleshooting major/crisis outages•Participate on calls/meetings with customers/vendors/internal teams•Provide ideas for the development of automated tools which enhances the capability of the engineers Show less

• Network Engineer

  • Jan 2016 - Aug 2018

  Assistant shift team leader with direct responsibility of assisting shift leader to manage the shiftKEY OBJECTIVES/ROLES:•Manage global and local MPLS IP VPN and MS services and the team of TAC L1.5 engineers & responsible for meeting the delivery targets set by management•Accountable for ensuring that delivery is within and better than prescribed SLA levels and establishing process for continuous service improvement•Handling end to end severity 1, 2, 3 and 4 trouble tickets including Change request and Service request for Troubleshooting issues related to WAN/LAN•As a part of Service assurance (SA) monitoring daily IP network statistics, investigating root cause of outages, trouble-shooting & repair, planning technical aspects of transmission networks and follow- ups•Troubleshooting IP link related issues like link failure, config mismatch, latency, packet drops and QoS issue•Responsible for Incident management cycle including ticket assignment, resolution, troubleshooting, necessary escalations, documentations, chronological report & RFOs•Holding ownership of the incident management, coordinate and troubleshoot with external & internal entities for efficient resolution that to meeting target SLA’s & service availability•Review areas and operational processes for continuous efficiency improvement within the TAC and Coordinating with the different providers across the globe to resolve the line issues while doing the Test & Turn-up with the help of field support team Show less



Emerio

• Singapore
• IT Services and IT Consulting
• 300 - 400 Employee

• Network Support Engineer

  • Mar 2014 - Jan 2016

  Team member with direct responsibility of providing network relating solution KEY OBJECTIVES/ROLES: •Configure, verify and troubleshoot basic router operation on Cisco devices •Telnet the Clients network devices and figure out the fault including kit checks of the devices •Troubleshooting aids for routing protocols (RIP, EIGRP) •Evaluate product diagnostics reports, error reports, and logs to isolate network and/or equipment Issues •Utilise the NOC management tools to capture data flow, analyse and identify network issues •Implement, verify and troubleshoot NAT and ACLs in a medium-size Enterprise branch office network •Manage services such as server, WPA, switching, MPLS, DMVPN and etc •Coordinate and develop new employee in correspondence of department work flow Show less



Beyond2U Sdn Bhd

• Ampang, Federal Territory of Kuala Lumpur, Malaysia

• System & Network Engineer

  • Sep 2013 - Feb 2014

  Internship KEY OBJECTIVES/ROLES: •To perform software migration from lotus note to Microsoft Outlook •To provide on-site support for desktop hardware, desktop application, emails, printer, and network •To install, configure and support MS Window OS, MS Windows applications and other applications •To perform on-site break/fix problem troubleshooting and resolution •To perform hardware and software moves, add and changes •To perform preventive maintenance •To invoke problem escalation process to next level of support •To carry out project roll out and installation. Show less