Farhan A. Razak Email & Phone Number

Singapore

Kuala Lumpur, Kuala Lumpur, My

2023-Present: DevOps Project Manager2020-2023: Release manager (pre-Devops) 2017-2020: Service manager (Head of IT Ops) that oversees 3 teams:- Production Support- Release Management - Office Infra (MIS)

Singapore, Singapore, Sg

A startup that aims to improve employee experience through engagement in a digital workspace platform.

Singapore , Singapore , Sg

• Incident Management - Driving the efficiency and effectiveness of the Incident Management process. - Monitoring day to day incidents to ensure incidents are handled effectively and recurring incidents are reviewed. - Ensuring that incidents are restored in a timely manner by following the incident management process and escalation matrix. - Building and maintaining effective relationships with the customer by having a regular meeting to review past incidents and provide some recommendation for continuous service improvement. - Provide regular reporting, metrics and data analysis.• Problem Management - Monitoring the Root Cause Analysis of Problem Records to ensure that they are handled effectively. - Identify trends and potential problem sources, by reviewing multiple data sources. - Perform trending on data and analyze for focus areas, defects and improvement opportunities• Change Management - Manage, review and process change requests relating to Infrastructure related changes, System Maintenance, Downtime and Upgrade.

Singapore, Sg

I took part in the historical SEAG in Singapore to experience and observed how a major event was run and managed by the IT vendor involved before pursuing back in the managed services role. • Assigned as Desktop Engineer Lead/In-charge for one for one of the venues.• Performed customer contract scope of work in accordance to SLA requirement, including new implementation, upgrade service request and/or change management.• Performed Incident resolution, problem analysis & escalation management in accordance to SLA requirements.• Assisted venue managers with asset management/reporting and various system documentations involved. • Assisted network engineers with troubleshooting and other network related matters.

Palo Alto, Ca, Us

Contracted to Hewlett Packard Singapore as a Project Supervisor for projects involvedin SOE (Standard ICT Operating Environment) – Singapore Government Account- SOE Field Services – Asset Recovery (Nov 2010 – Jul 2013)- SOE Staging (Sep 2010 – Mar 2011)RESPONSIBILITIES: Spearheaded projects with HP Managers; Formulated workflow viaprocess maps and coordination with key holders, and managed ground teams; Fine-tunedescalation procedures to efficiently and effectively expedite solutions for smooth operations.Assisted IBM for DBS Singaporeʼs annual Wall-To-Wall Project- DBS IBM - W2W Supervisor (Jun 2013 – 12 Aug 2013)RESPONSIBILITIES: Supervised manpower resources; Managed client expectations onwork quality; Successfully introduced KPI System which increased staff performance.

Singapore, Sg

• Manage 2 teams of near 30 network support specialists and admin staff.• Executed decisive and critical decisions during emergencies to resolve issues within teams or with customers.• Provided post incident analysis and restructure methodologies to prevent reoccurrence of incidents.• Process oriented developments & improvements to maintain SLA quota.• Perform payroll and leave matters as well as provide 24x7 supports to staff.• Carried out end of month reports to client & conducted team meetings.• Hiring decisions and training of new support specialists.• Change management and project developments.• Provide damage control and risk analysis.

Singapore, Sg

• Provide on-site support to doctors, nurses and other professionals for clinical application suites.• Provide feedbacks and recommendations for the software development team to improve user experience and also lessen redundant resources.• Undertake challenges to further improve work flow of professionals utilizing the application suite.• Assisted with the procurement of peripherals from major hardware vendors. • Troubleshooting application, system and network environments for the harmony of application suites within an intranet environment.• Assisted with managing the functionality of peripherals deployed within the field, approximately 300 terminals.

• Backup and maintenance of server/client software.• The installation and maintenance of network and hardware and software.• Trained new personnel on sales procedures, company policies and basic mode of operations.• Handled customer complaints, queries and feedback in person and over the phone as and when needed.