Handle Data Center Operations for Bytedance in Malaysia- Manage a team of Data Center Technicians to attend to Server Hardware Break fixes / Software troubleshooting.- Collaborate closely with various internal teams and external partners in executing data center projects, facility and audits (Security / Internal / External).- Work with CoLocation partners and internal teams to ensure high risk activities (i.e. Maintenance) that might impact availability will be properly… Show more Handle Data Center Operations for Bytedance in Malaysia- Manage a team of Data Center Technicians to attend to Server Hardware Break fixes / Software troubleshooting.- Collaborate closely with various internal teams and external partners in executing data center projects, facility and audits (Security / Internal / External).- Work with CoLocation partners and internal teams to ensure high risk activities (i.e. Maintenance) that might impact availability will be properly addressed using change management process, disaster recovery procedures and platform.- Work with internal teams and subject matter experts to follow up on critical equipment outages (UPS failure, Chiller Failure) and other critical infrastructure events.- Work with CoLocation partners to ensure the required security policies (i.e. Vendor access) are being complied and accounted for. Show less

Joined as a pioneer Data Center Operations team for AWS Malaysia operation before fully operational Travelled to AWS Sydney and South Korea sites for training and certification.• Involved in initial setup of AWS Data Centers in Malaysia• Act as a first line touch point for hardware troubleshooting and technical issues inside AWS Data Centers in Malaysia• Participate in AWS Data Center power and cooling events• Maintain AWS Data Centers day-to-day running in 24x7… Show more Joined as a pioneer Data Center Operations team for AWS Malaysia operation before fully operational Travelled to AWS Sydney and South Korea sites for training and certification.• Involved in initial setup of AWS Data Centers in Malaysia• Act as a first line touch point for hardware troubleshooting and technical issues inside AWS Data Centers in Malaysia• Participate in AWS Data Center power and cooling events• Maintain AWS Data Centers day-to-day running in 24x7 shifts• Perform hardware break fix for all servers in AWS Data Centers• Perform server upgrades, rebuilds, and scheduled works as required• Perform and maintain all the servers and networking equipments inside AWS Data Centers• Ensure all system uptimes and SLA inside AWS Data Centers are met• Participate in team meetings for metric analysis for daily / weekly / monthly goals achievement• Identify and help create documentation for use globally in AWS Data Centers• Work with cross-functional teams on a regular basis to complete routine work• Interact with third party vendors and contractors Show less

-Handle customers' enquiries either by phone, email or internal communication.-Finding root causes and resolving customers' problems.-Ensure systems and network up-time via application monitoring tools and troubleshooting.-Diagnose hardware and application faults.-Perform migration and configuration with clients around the globe.-Perform integration with global clients to make sure we deliver what Client needs in product that have been… Show more -Handle customers' enquiries either by phone, email or internal communication.-Finding root causes and resolving customers' problems.-Ensure systems and network up-time via application monitoring tools and troubleshooting.-Diagnose hardware and application faults.-Perform migration and configuration with clients around the globe.-Perform integration with global clients to make sure we deliver what Client needs in product that have been purchased.-Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).-Provide prompt and accurate feedback to Content Providers (CP).-Refer to internal database or external resources to provide accurate tech solutions.-Ensure all issues are properly logged.-Prioritize and manage several open issues at one time.-Follow up with clients to ensure their IT systems are fully functional after troubleshooting.-Prepare accurate and timely reports.-Document technical knowledge in the form of notes and manuals.-Perform User Acceptance Tests (UAT) with clients as part of integration process before new services are launched Show less

-serves as 2nd-level Support Engineer for Australia and New Zealand region. -awarded Top 3 Perfomer award in the team for the month of April 2017 and May 2017-Provide technical support for issues relating to Fuji Xerox office and home printers-Educate and guide customer on printer and printing software technology-Use and develop problem-solving techniques to resolve customer issues and enquiries as to achieve key stakeholders satisfaction.

-serves World Health Organization staffs and consultants all over the world in particular at WHO Headquarters in Geneva-responsible for IT day to day support-responsible for internal ERP support application (GSM) for WHO staffs-manage calls, emails and web responses from WHO staff members

• Application Management Analyst for supporting for eDell (Dell.com website environment)• Resolve all incidents, service requests, and tasks within SLA targets• Ensure proper handoff of issues• Timely and accurately document resolution activities• Diagnose, prioritize and escalate tickets to IM• Follow up on escalated issues where applicable• Identify application and process improvements • Implement improvement… Show more • Application Management Analyst for supporting for eDell (Dell.com website environment)• Resolve all incidents, service requests, and tasks within SLA targets• Ensure proper handoff of issues• Timely and accurately document resolution activities• Diagnose, prioritize and escalate tickets to IM• Follow up on escalated issues where applicable• Identify application and process improvements • Implement improvement initiatives• Participate in transition and technology training• Provide good customer experience (CE)• Communicate resolution activities and escalations appropriately• Review incoming and existing incidents and tasks• Audit open tickets to determine team member workload• Ensure handoffs between shifts are handled correctly Show less

• As part of Customer Service and Technical Support combined skills for Australia and New Zealand customers.•Selected to be among the first batch of pioneers to handle both customer service and technical support enquiries at the same time under Dell “One Team One Goal” initiative.• Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction. • Maintain accurate call logging and… Show more • As part of Customer Service and Technical Support combined skills for Australia and New Zealand customers.•Selected to be among the first batch of pioneers to handle both customer service and technical support enquiries at the same time under Dell “One Team One Goal” initiative.• Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction. • Maintain accurate call logging and tracking into Helpdesk database.• Answer and handle customer inquiries, complaints and 1st level escalations from customers.• Acts as a single point of contact between various departments ie: Sales, Service Operations on non-technical escalations from customer• Answer and handle customer’s technical enquiries and arrange warranty service and dispatch within Dell warranty scope whenever necessary and maintain close follow up until • Handle customer service related issue such as delivery, missing wrongf or damaged order by liasing with courier and factor while maintaining close follow up until resolution of issue• Received Outstanding Performance Award in October 2011• Given responsibility as a POD Leader • Act as first level escalation contact from designated POD members, and help motivate and drive the agents’ performance Show less