Mohamad Zulhaimie Zulkeri

System Support Analyst at Diamond Key International (M) Sdn Bhd
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Contact Information
us****@****om
(386) 825-5501
Location
Petaling Jaya, Selangor, Malaysia, MY
Languages
  • English -
  • Malay -
Skills

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Bio

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5.0

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Arif Athoillah S

Zul is hardworking and open-minded person. He has a lot of experience and analytical skills to trouble-shooting problems. He can work with individual and teamworks, I enjoy work with him.

RAHIMI SHAHARANI

I thoroughly enjoyed my time working with Zulhaimie, and came to know him as a truly valuable asset to absolutely any team. He is honest, dependable, and incredibly hard-working. Beyond that, he is an impressive guy who can solve any task given to him. Without a doubt, I confidently recommend Zulhaimie. As a dedicated and knowledgeable employee and an all-around great person, I know that he will be a beneficial addition to any organization.

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Credentials

  • Service Desk Institute (SDI®) Service Desk Analyst (SDA)
    APMG International
    Jan, 2018
    - Nov, 2024
  • ITIL Foundation
    EXIN
    Aug, 2015
    - Nov, 2024

Experience

  • Diamond Key International Group
    • Australia
    • Oil and Gas
    • 1 - 100 Employee
    • System Support Analyst
      • Nov 2013 - Present

      • Responsible to provide call/email support to all components of Terminal Automation System (TAS) for Petro-chemical Company within targeted SLA.• Responsible for Project Assessment, Site Deployment, Commissioning, UAT, FAT, SAT.• Responsible for preparing / updating of Project Status Report, User Guide, and Technical Documentation.• Executed SQL queries to implement changes, bug fixes and patch sets for OMEGA 5000 application.• Executed Test Plans for new software product prior to Pilot Testing in User Acceptance Testing server and equipment.• Built and provided end-user troubleshooting and desktop support on Linux environment. • Proactively manage, identify and solve technical issues with a variety of diagnostic tools and resolve complex problems independently.• Performed onsite health check for preventive maintenance.• Described solutions to customers accurately and persuasively.• Logged and documented reported issue in Zoho ticketing systems to manage and process actions taken.• Maintained and updated customer service database.• Performed routine backups & archival of files to assist with disaster recovery.

  • Strateq Group Of Companies
    • Malaysia
    • Information Technology & Services
    • 200 - 300 Employee
    • Customer Service Engineer
      • Mar 2012 - Nov 2013

      • Managed call flow and responded to technical support needs of customers.• Resolved customer issues in a clear, courteous and straightforward manner.• Identified and solved technical issues with a variety of diagnostic tools.• Answered 30-60 incoming calls from Shell station customers per day.• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.• Managed customers' expectations and experience to a high degree of customer satisfaction.• Used ticketing systems to manage and process actions taken.• Provided remote desktop support to Back Office System and POS• Managed parts replacement, assigned onsite engineer, join visits with 3rd party vendors and others• Identified and solved technical issues with a variety of diagnostic tools.• Worked closely with team members, field engineer and logistic to meet or exceed all customer service requirements.

  • VADS Berhad
    • Malaysia
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Customer Representative
      • Oct 2010 - Feb 2012

      • Provide first level IT support to TM fixed line and Streamyx customers via call and email • Identify & assess customers’ needs to achieve satisfaction • Build sustainable relationships of trust through open and interactive communication • Close out or open call records • Escalate any unresolved issue to the respective department • Provide first level IT support to TM fixed line and Streamyx customers via call and email • Identify & assess customers’ needs to achieve satisfaction • Build sustainable relationships of trust through open and interactive communication • Close out or open call records • Escalate any unresolved issue to the respective department

Education

  • Universiti Tun Hussein Onn Malaysia
    Bachelor of Information Technology & Multimedia, Information Technology
    2006 - 2010
  • Perlis Matriculation College
    2005 - 2006

Community

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