Saiful Iskandar Email & Phone Number

Seremban, My

Seremban, My

Seremban, Negri Sembilan, Malaysia

Seremban, Negri Sembilan, Malaysia

• Help account to achieve SLA and FCR for an average 66%• Support Nexperia Global. Mostly covering for Seremban site (ATSN), Cabuyao (ATCB), Manchester, Hamburg, Nijmegen, US.• Provide first-level troubleshooting related to software or hardware issue• Provide setup for Pulse Secure VPN Application• Push software from Software Center Configuration Manager (SCCM).• Check common issues with the O365 Application. Example Outlook issue.• Use Trace message function from Exchange Admin for issues that users are unable to see the email from others.• Create and manage a new Distribution List.• Admin for O365.• Log any related issue using ServiceNow ticketing tools.• Escalate the issue to the second level group for any issue that cannot be resolved• Performed Level 1.5 support using LDAP and PowerShell. Example mailbox creation, sync account, bulk request to add multiple users in DL using PowerShell script.• Check the account issue from IAM (Identity Access Manager) in LDAP and fix it by editing the attribute in the attribute editor.• Edit attribute from User Principal Name for new 3rd Party Account to TpIndirect user and add @nexperia domain from LDAP so they can connect Secure Pulse VPN.• Remote user using MSRA, TightVNC, Remote Access Manager.• Provide support to Windows 10 users.• Backup for Lead and any P1/P2 incidents.• Admin for creating Knowledge Articles in ServiceNow• Sharing new information and troubleshooting steps with team members.• Collaborate with License Desk team, EUC Team, Enterprise Team, and ServiceNow support team via monthly meetings to share any new information.• Follow up on aging backlog incidents and provide reports to line managers every Friday weekly.• Follow up on dissatisfaction feedback from users.

Bangi, Selangor, Malaysia

• Working with vendor, Priority Dispatch Corp.• Cover mostly from United States customer.• Provide first level troubleshooting related to software issue.• Provide guideline and troubleshooting steps to customer for any related issue with the product.• Monitor mailbox and assist accordingly.• Log any related issue using Salesforce ticketing tools.• Escalate the issue to second level group for any issue that cannot be resolve.• Remote user using GoToAssist software for first level support.

Selangor, Malaysia

IT Support Specialist (SDI Qualified- Level 1) - Manpower Staffing Services (Malaysia) Sdn Bhd IBM MALAYSIA – ASEAN Regional Contact Center (RCC) (May 2016 – February 2019) Provide Level 1 IT support• Main Account: IBM Global Account (IGA)• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware• Diagnosing and solving hardware/software faults • Logging customer/employee queries • Analyzing call logs to spot trends and underlying issues • Support cloud server Install and configure computer software for IGA user: -• MS Office products• Symantec Endpoint Protection (Anti-Virus) Software support which includes Symantec Encryption• Lotus Notes Version 9.0 & Notes Smart Cloud Mail / IBM Verse• Lotus Notes Sametime 9.0 -instant messaging client supported• IBM Bigfix Remote Target (Remoting purpose)• AT&T Network Client Configuration• IBM Standard Asset Manager (ISAM)• VPN - Cisco Anyconnect for Windows 10

Aeon Malacca