♣ Reactive IT Support Handling second level support of service requests♣ Proactive IT Maintenance♣ IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware♣ Support services for Microsoft related technologies: M365, Azure, Windows Server, Exchange, SQL etc. ♣ Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security♣ Time escalation of requests as required.♣ Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages♣ Perform daily backup checks, internet connectivity checks for internal systems and SLA customers.♣ Identifying upsell opportunities based on client needs♣ Update the IT Knowledgebase as new information is determined as part of a service ticket.♣ Update client pages in IT Glues changes are made.♣ Document internal processes and procedures related to duties and responsibilities

Developed expertise in diverse data analysis tools, programming languages, and statistical methodologies including PowerBI, Google Data Studio/Looker Studio, Bigquery, SQL, and Excel.Applied data visualization and data cleansing techniques to articulate findings effectively and succinctly.

♣ Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session♣ Provide an exceptional customer experience through issue resolution♣ Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators, CIO, etc..)♣ Triage support issues; understand when to collaborate with team members, developers, and/or sales team and to seek additional input with the end goal of ensuring that each customer receives the most effortless support experience possible♣ Utilize Salesforce to maintain thorough and accurate documentation of cases.♣ Maintain and continue to develop in-depth knowledge of SolarWinds MSP products and services such as MSP Backup and MailAssure (Mail filtering)♣ Contribute to our Knowledgebase (author and edit knowledge base articles)♣ Other related duties as appropriate and required

 Act as a single point of contact for phone calls, chat, helpdesk portal and emails from users regarding IT issues and queries Responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment Logs and tracks incident/service requests from identification through resolution. Documents resolutions and update knowledge database Troubleshoot, diagnose and resolve technical issues surrounding Windows Operating Systems and Servers 2010 & 2012, Lync Server 2013, SCCM, Citrix App center environment, MS Office products, E-MAILS (Barracuda email filtering & Exchange Control Panel), internet connections, TCI/IP configuration Perform PC maintenance, upgrades and configurations. Runs diagnostic programs, isolates problem, determines and implements solution Participate and coordinate implementation of new IT infrastructure locally and globally. Provide training and technical support for users with varying levels of IT knowledge or competence Provide remote desktop support and perform other activities based on SOP’s Administer and provide User account provisioning Perform other related tasks that may be required from time to time

Production Support & Deployment To assist in production and production support (pre-live) deployment for all the related personalization solution To attend and troubleshoot daily production supportLogical Security  Configure required policies on Firewalls, Active Directory, Antivirus, Automated Log Analyser Harden the infrastructure as per requirements Patch / update the infrastructure as per requirements To perform all the logs review and configuration integrity checking as per the requirement To regularly review configuration settings such as password policy, hardening criteria To review and investigate all the generated security alerts triggered from the IDS, Logs Analyser and other monitoring system. To attend to Server Room dual control requirement IT Infrastructure & Operation  To assist any required production infrastructure setup To ensure all the required audit trail / system logs are consistently generated or updated To daily monitor all the infrastructure to ensure up time , should there be any hardware failure follow-up to resolve MPC & Office IT To Maintain and Troubleshoot locally deployed services ( Quickbook , TimeSoft, Local Appllication Servers)Office IT L1 Helpdesk Ticketing / L2 Support for KLP To maintain the Morpho Sdn Bhd. Asset List IT office procurement & disposal management Oversee General Office IT support requirements. Plan and Propose new requirements.

 Provide 1st level support to existing applications & new applications; Train users to use applications and install systems and document user procedures. Establishing the needs of users and monitoring user access and security; Monitoring performance and managing parameters to provide fast responses to front-end users; Controlling access permissions and privileges; Developing, managing and testing back-up and recovery plans; Ensuring that storage and archiving procedures are functioning correctly; Working closely with IT managers, database programmers and other concerned department managers; Communicating regularly with technical, applications and operational staff to ensure database integrity and security; Maintains familiarity with installed software standards and procedures and evaluate other tools to determine the appropriate fit into database development. Installing and configuring computer hardware operating systems and applications; Monitoring and maintaining computer systems and networks; Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replacing parts as required; Following diagrams and written instructions to repair a fault or set up a system; Setting up new users' accounts and profiles and dealing with password issues; Working continuously on a task until completion (or referral to third parties, if appropriate)  Take on assigned IT related duties in other branch offices.

 Provides 2nd level support to the internal clients service via telephone, remote assistance and onsite support. Physically locates users of BDO users and implements and invokes updates for Windows, upgrades to higher Office version, removes old software and installs necessary programs needed.  Performing windows manual backup, Symantec ghost image backup.  Terminate cable ends to RJ-45 modular jacks and patch panels Tasked with removing HDD, reformatting them, and preparing them for physical destruction. Assisting users on initial login, joining to domain, setting up of Lotus notes email, adding network printers and settings new users. Installs licensed software, like Adobe products, Microsoft products, AS400 IBM series, in-house softwares to the users. Assisting users for relocation of workstations, printers and IP Avaya phone setup network settings. Connects to users' computers via remote connection application, Netmeeting, to troubleshoot user's computer issues or to implement necessary updates and changes. Assists users’ with their hardware issues that may include reseating hardware components, swapping known-good parts, or replacing hardware parts of desktop and notebooks. Tracks assets and inventories of computers and peripherals on storage areas in the offices. Creates and manages these inventory reports in excel spreadsheets and submits reports periodically. Works with the Team unit head of the newly-acquired businesses for a smooth transition of IT assets management that includes, inventory, tagging, to aligning of host names and applications to BDO’s Service Level standards.

 Physically locates users of FEBC group (that includes, different office buildings and transmitter sites), and implements and invokes updates for Windows, upgrades to higher Office version, removes old software and installs necessary programs needed.  Establish Cisco IOS configurations using Hyperterminal or Teraterm for Cisco equipments such as routers (1900 series) and switches (2900G series) to setup IP addresses and IP Gateways, Interfaces, VLANs, NAT Overload, ACLs, Firewall, Static IP routes, Point-to-Point Frame Relay, DNS, Domain name, SSH and administrative security that corresponds to the network diagrams as per business requirements. Establish configurations and implement PFsense (Unified Threat Management box) and implement effective professional firewalling, load balancing, Squid web proxy, Dansguardian web content filtering and creation of VLANs for separation of broadcast and office network.  Performing windows normal backup, netbackup, simple backup, backup over network(ftp) and data recoveries using Linux OS distros (Ubuntu, Mint, Puppy, Centos) and Windows domain server.  Monitor network through the use of wireshark and cdp-neighbor, ping, IOS commands, i-perf and pfsense traffic graph monitor. Setting up of assist in initial login, joining to domain, setting up of Outlook email, adding printers and setting scanners for new users. Creates and manages user accounts in multifunction printers. Installs licensed software, like Adobe products, Microsoft products, Kaspersky, etc., to the users. Assigning static IPs on select user computers to give access to websites necessary for their work. Connects to users' computers via remote connection application, Bomgar, to troubleshoot user's computer issues or to implement necessary updates and changes. Assists users’ with their hardware issues that may include reseating hardware components, swapping known-good parts, or replacing hardware parts of desktop and notebooks.