Implement the dentsu Global Support Center, and Service Desk Management strategy by ensuring the efficient and effective operation of our Service Desk function and Major Incident Management process.• Resume the responsibilities of the Service Desk Ops Manager during the absence.• Direct line manager for Technical Support Specialist Level 1.• Own and deliver the Major Incident Management process, ensuring any Major Incidents are efficiently and effectively resolved.• Lead and control effective communication across the board regarding technical team members and Senior Stakeholders.• Manage relationships with third-party partners, providers, and internal business customers, addressing conflicting business needs and priorities.

• Lead the Incident Management/Crisis Team during the high and critical Incident process. • Coordinates activities for High and Critical Incidents for Networking Services, Enterprise computing, End-User computing and P1/P2 processes. • Monitoring of incidents and taking the actions necessary to meet SLA targets for Major Incidents with a priority of “Critical” or “High”, client facing including OVO alert tickets. • Initiation of an Emergency change process.• Initiation of Problem Process for Root Cause Analysis and Corrective Actions.

• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.• Document troubleshooting steps and service restoration details.• Create and submit knowledge articles.• Provide specialized investigation and diagnosis of all Incidents.• Identify Problems.• Verify resolution with end-users and resolve assigned Incidents.• Escalate Major Incidents to the Incident and/or Problem Manager.• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator.• Escalate unresolved Incidents to Tier 3.

• Lead and Coordinate IT Service Desk Team. • Assist the Account Manager in driving the account-level SLAs/SLOs. • Provide technical updates and training to the agents supporting the account. • Manage Agent Quality via TQM (Ticket quality) and CQM (Call quality). • Ensure the account-specific work instructions; process and procedure are always updated. • Oversee high-severity cases and ensure the escalation is done promptly.

Industrial training during fourth year while studying in MultimediaUniversity. Job Scope mainly on resolve equipment interruptions and troubleshoot them on time. Assist Engineers in implementation of upgrades and alteration to machine and its parts. Prepare Documentation to given job task, organize them and present to the engineers when necessary.

• Using CAD system software (Graphic Code Power Station) to check and modify existing circuit designs provide electrical specifications,CNC command code program and material schedules which are clear, accurate and cost effective to production team for printed circuit board fabrications. • Ability to produce work that minimizes scrap and re-work and also meet the requirements of the specification and which can be constructed safely and effectively.• Capable to check and modify circuit design from single layer up to 4 layers.• Report problems and deficiencies in the circuit design and brief to the customer.• Capable of working within demanding time frames. Provide technical advice and assistance to the production team.

Industrial training during 3rd semester while studying in Politeknik Kota Bharu.Provide support such as Repair, fix, Troubleshoot new or old computers, laptops, printers and monitors for customers. Design, create and repair LAN system for small offices and schools. Deal with software installation such as win95, 98, ME, XP with disk partitioning using DOS program for both FAT32 and NTFS; currently up to Win Vista and Win8 without using recovery mode. Beside technical, also handle customer in sales pricing and PC upgrading knowledge.