Mohd Hazrin Mohd Yusof Email & Phone Number

Selangor, Malaysia

• To provide daily support service, administrative, operational and coordination support to the related department. • Responsible for handling phone-in problems. • Provides 1st or 2nd level Service Desk incident management and case handling through to successful resolution on in-scope products, services and processes for supported customer. • Apply solutions to those problems through phone support customers. • Providing technical/non-technical screening of calls. • Remotely troubleshoot the problems. • Recognizes and takes action when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedure. • Train users according to technical release and security standards.

Selangor, Malaysia

- Managing issues from call & an email source by creating incident/change/service request tickets and ensure the issues are progressed & resolved within SLA using HPSM tools.- - Managing issues from call & an email source by creating incident/change/service request tickets and ensure the issues are progressed & resolved within SLA using DWNG tools.- Supporting users in Active Directory, RSA Security Token, SAP administrator, Business Object, VPN and network (LAN/Wireless). Mobile Connect and all technical issues.- Supporting customers from Malaysia and Singapore

Kuala Lumpur, Malaysia

- Handling call from AMER countries- Managing issues from call using SAP CRM tools and ensure the issues are progressed & resolved within SLA using SAP CRM tools.- Maintaining ownership and progress tickets.- Diagnosis & investigates (Remotely) computers installed and application using VMware and SQL Server- Troubleshooting application and investigation to find the root cause..- Supporting users in Active Directory, VPN and network (LAN/Wireless), Database server and hospital application issue - Supporting customers from Americas region - A managing hospital application included hardware, software, patient, medication and system - Using support tools like SAP, CRM, SQL Server, VMware for troubleshooting the hospital server console, Medical station and workstation- Provide multi-channel technical support to customers including telephone and on line service request - Document details of each support request in Carefusion CRM system - Maintain timely and routine communication with customer on the progress of work - Manage service request queue with the ability to recognize high priority problems and act quickly- Provide multi-channel technical support to customers including telephone and on-line service requests - Document details of each support request in our CRM system - Maintain timely and routine communication with customer on progress of work - Manage service requests queue with the ability to recognize high priority problems and act quickly - Analyze each support request for root cause, determine if the issue could be prevented by changes in the product or business processes - Remotely connect to customers' systems to solve issue if possible

Selangor, Malaysia

HP Enterprise, Shell Account - Handling call from APAC, AMER, EMEA countries- Managing issues from call & an email source by creating incident/change/service request tickets and ensure the issues are progressed & resolved within SLA using DWNG tools.- Maintaining ownership and progress misroute tickets.- Diagnosis & repair (via telephone) computers installed with Microsoft application within a standard time frame for the HP Shell project.- Troubleshooting computers with HP Shell applications and email client issues.- Supporting users in Active Directory, RSA Security Token, SAP administrator, Business Object, VPN and network (LAN/Wireless). Mobile Connect and all technical issues.- Supporting customers globally from USA, Asia Pacific , Europe and Americas region-Managing Mobility team for Remote Access Support, Mobile Connect and TPA- Being transferred to Workspace Server team L3 (SCCM) to support client server software. Monitoring and managing Shell, HP Server, push software for client GI

Selangor, Malaysia

British American Tobacco Project - Managing issues from call & an email source by creating incident/change/service request tickets and ensure the issues are progressed & resolved within SLA.- Maintaining ownership and progress misroute tickets.- Diagnosis & repair (via telephone) computers installed with Microsoft application within a standard time frame for the British American Tobacco project.- Troubleshooting computers with BAT applications and email client issues.- Supporting users in Active Directory, McAfee EPE, RSA Security Token, SAP administrator, Business Object, VPN and network (LAN/Wireless).- Supporting customers globally from USA, Asia Pacific and Europe region.- Maintain accurate call logging and tracking into the helpdesk database.- Involving in UAT for Service Transition for Malaysia, Singapore, Cambodia, Saudi Arabia, Vietnam and SAA- Possess excellent communication skills and the ability to work with a diverse range of people with varying levels of technical understanding and ability in an international environment.

Diploma Multimedia Technology, Intermedia/Multimedia

Associate’S Degree, Intermedia/Multimedia, Graduate

Activities and Societies: Graphic Design Club - Meet to exchange and share new ideas & Encourage teamwork amongst members Rhythm & Groove.