Helping people achieve their dream of homeownership through service, market knowledge, and professionalism.

Helping people achieve their dream of homeownership through service, market knowledge, and professionalism.

Working with the management team to build and execute the consulting strategy within the respective category stream Working with the Business Analyst team on projects that are complimentary in nature Identify the processes and methods used in existing ICT systems Working with users to evaluate all/any inefficienciesRecommend solutionsPlan implementation and/or deployment of new solutionsFully test for optimal deployment efficienciesEnsure the specifications are clear for software development Create user specifications Providing advice to the management team in setting direction for training and development required to meet the consulting strategy Providing leadership and mentoring within your area of expertise and interface with other team members to develop skills within these areas Analyse and provide detailed technology design and migration strategies to enhance client operations within your category stream Create a framework for tracking reports and post engagement documentation Providing effective presentation and communication on local trends, global trends and best practices within your category to assist customers improve their operations Ensure that the highest standards of ethics and the integrity of business practices are maintained

Communicating and providing leadership in identifying, defining and architecting client solutions Developing and providing technical guidance and training with all technical systemsProvide detailed business design and migration strategies to enhance client operations within the category streamDeveloping and providing a framework for business documentation including business improvement projects, vendor management plans, compliance and performance reports, category benchmarking reports, opportunity assessment reports, benefit tracking reports and post engagement documentation Troubleshooting, testing and resolving system problemsAnalyzing technical problems and working with customer to improve client operationsNegotiate, manage and administer vendor contracts to ensure that goods and services are being met in the most cost effective manner.

Responsibilities:IBM & Lenovo Storage Support:Review and resolve IBM System Storage access problems, retrieval issues, IBM System Storage device status and other hardware related problemsRecommend, install and configure new and existing storage devices and corresponding softwarePerform storage break fixes through tickets raised from live calls generated in the IBM incident management tool – RCMSManage end to end Problem Management Records to Level 2 and customersPopulate IBM Analytics Watson Knowledge Base with resolution stepsCreation of Step-by-Step Knowledge Guides for customer referenceDevelop Technical and Training Material for Project Roll out.Managing Issues and Risk Registers for IBM ProjectsAssist in the creation of Standard Operating Procedures for Project Rollout and Implementation.Develop technical product evaluations for Tenders and maintaining scores and results for management and line lead’s decision.Attending/Redeliver “Train The Trainer” Sessions in around ASEAN/Worldwide.Organizing and obtaining approvals/funding for all internal and external training programs from 3rd party external sources.Providing assistance and guidance to the Remote Support Center’s Lead Product Specialist and Line Leads.Raising and monitoring technical/product escalations to ASEAN Level 2 Support for solutions and fixes.Participating in the bi-weekly Call Quality Calibration and assisting in the retrieval of technical recorded calls as and when needed.Assisting Level 2 Support in the weekly technical conference calls for the ASEAN support group (information and solution sharing)Assisting the Call Center Manager/Team Lead in day to day operations which include the call center’s unclosed call reports and monitoring denied party listing based on US Exports Regulations.

Assist IBM Project Managers with Call Center related Projects and tasks.Assist with the implementation of Project Improvement Plans.Assist in the creation of Standard Operating Procedures.Work with IBM’s Project Manager in creating and monitoring the Project Budget.Creation of technical documentation for publishing on intranet as well as internal databases for referencing by RSC 1st Level Agents.Provide technical advisory services to RSC 1st Level Agents on a day to day basis.Creation of Training/Project related materials for training redelivery/Project implementationSupply of supplementary technical information ie software fixes, patches on removable media and for dispatch to customers.Conducting weekly technical update sessions for Agents. These sessions provide up to date feedback with current issues and Engineering Changes.Assist in daily resource management for relevant ProjectsConducting quarterly training sessions for Agents in relation to root cause analysis programs.Conduct regular root cause analysis reports.Track and monitor Issues and Risk Registers for IBM Project related matters.Setup, investigate problems and provide technical feedback to Agents and PCD staff via the use of PC evaluation equipment. Request and upkeep the inventory of PCD (Personal Computing Division) test & evaluation equipment.Maintain technical skills through online electronic tools.

Based at IBM Malaysia Sdn BhdHandling customer accounts (PWC,Halliburton PC/Notebook Onsite Support).Conducting ThinkPad clinics at various customer locations whilst working under tight timeframes.Maintaining and servicing customers’ IBM ThinkPad’s (on and offsite) which involves good customer skills as well as extensive product knowledge.Conducting service and technical training for new recruits to IBM which involved handling and managing tight schedules, appointments and workload.Assisting the IBM PCD (Personal Computing Division) with IBM product road shows.Technical support of IBM Thinkpad series (T, R, I, A and X).Providing technical telephone assistance through the Regional Support Centre at IBM Cyberjaya.

Based at IBM Malaysia Sdn BhdCarrying out preventative maintenance on IBM RS/6000 servers (high end).Installation of firmware upgrades and Y2K patches and checking for compliancy.Servicing and repairs of IBM Notebooks (T760’s, 770’s, 390’s, 310’s 570’s and 240’s).Servicing and repairs of IBM Computers (Aptiva, PC300GL).

Preparation of salary and statements for staff. This included the Employee Provident Fund and SOCSO contributions.Preparation of delivery statements with instructions.Obtaining custom clearance for vessels docking at jetty.