Getting the right product, in the right quantity, in the right condition, at the right place and right time, to the right customer, at the right price.

Responsible for the operational level of Vendor ManagementManage day to day operations to ensure that the vendor fulfils their service expectations and definitions.Ensures quality by performance management, and continuous improvement execution activities for all service lines across all regions.

♦ Part of a global team teammates in in US and the UK.♦ Interact with infrastructure support functions, IT client facing teams, HR and infrastructure vendors on daily basis, acting as the primary escalation point during Asia business hours.♦ User account management in DRMS and Active Directory. ♦ Creation, modification and termination of user/nonperson accounts, SAP R3 and Citrix .♦ Creation, modification and deletion of user directories, Active Directory groups and Shared folders♦ Troubleshooting.♦ Key recovery for Encrypting File System (EFS).♦ Reconciliation of IT assets including Mobile services in the Telecom Expense Management System for inactive users.♦ Produce quarterly inactivation samples for SOX audit.♦ Update site contact and network device information.♦ Provisioning for fixed line, mobile and inbound fax.♦ Network inventory management.♦ AVAYA IPT and Cisco IPT Site Admin - Build, modify, delete extension numbers and reset telephone passwords.♦ Subject Matter Expert in related projects.♦ Identify improvement opportunities within our processes and procedures♦ Create and flag solutions for Knowledge Portal.♦ Maintain accurate database records for asset inventory, workforce and site information.♦ Deliver application training to the team. ♦ Support and promote a safe working environment.

♦ Assess initiatives for change management activities.♦ Performed Change management activities including feasibility study, strategies coordination and rollout for the Identity Access Management User Guide and UC Lync projects. ♦ Developed an online user guide for the Identity & Access Management system for PETRONAS users♦ Worked with the business users to provide a smooth end-user transition through communications, change management pilots, monitoring and support processes. ♦ Provided training material and services to the users.♦ Monitored and measured the success of the change activities.

♦ Managed a team of 10 request fulfilment agents in providing security provisioning services in line with service level agreements.♦ Defined team KPIs and monitored staff performance.♦ Ensured swift resolution of escalated issues or complaints.♦ Recruitment and hiring of Service Desk agents.♦ Acted as the Subject Matter Expert in the Service Desk CRM upgrade and Identity Access Management (IAM) projects.♦ Completed a Service Desk Centralization study project, which provided the basis for the Service Desk centralization project the following year.♦ Provided training material for users and support staffs.

♦ Delivered 2nd level support to all PETRONAS users on issues with SAP GUI, Lotus Notes Client, Lotus SmartSuite Application, NOVELL Netware Admin, Win2000/XP/NT, MS Office 97/2000/2003, MS Outlook and Active Directory, PETRONAS Intranet applications and NOVELL Secure Login.♦ Worked closely with other support teams in ensuring availability and optimal response times of all IT facilities.♦ Conducted IT baseline studies for new clients.

♦ Delivered 1st level IT support to PETRONAS users on issues with Lotus Notes Client, Lotus Application, Netware, Win2000/XP/NT, MS Office 97/2000, PETRONAS Intranet application and Novell Secure Login.♦ Ensured all tickets logged are completed in line with the SLA.♦ Continuously exceeding monthly KPIs.

♦ Based in PETRONAS DAGANGAN Berhad♦ Handled inbound calls and emails in providing comprehensive customer service support to all PETRONAS users and customers ♦ Liaised with relevant parties in ensuring timely arrival of customers’ orders.♦ Performed incident logging, escalation and tracking using SAP CRM.

♦ Performed telemarketing functions in signing up new customers for the Citibank credit cards.♦ Successfully exceeded the monthly sales target.

♦ Generated reports for the management. ♦ Updating the division and dealer websites.♦ Developed and maintained the database for new promotions.♦ Designed forms for data entry automation.