Currently assigned to work for AIA Shared Services

. Provide ID management services (add/modify/delete user access rights) to the staff within the organization (AEON group of companies) as well.. Provide technical support of software or upgrades on customer’s machine (PC/Network) where appropriate.. Collaborate with other engineers (Wintel/UNIX) to resolve complex issue due to escalation (problem management).. Conduct half-yearly ID auditing process (user access matrix review) with the respective HOD and managers as wells internal/external auditors.. Prepare process and technical documentation related to IDM issue within the respective system (Windows/UNIX/AS400), as well as working instruction for new process.. Provide coaching and mentoring support to new team member and customers.

• Provide technical support services in analyzing/fixing/resolving OS deployment issues, as well as providing root cause analysis.• Collaborate with other SCCM Engineers based in Germany/Hungary/India/Singapore to resolve complex issue that it’s escalated by customer.• Prepare process and technical documentation related to SCCM and Windows 10, as well as working instruction for new process.• Provide coaching and mentoring support to new team member and customers.• Customers : Heineken, Thales (Gemalto), Georg Fisher, DeLaval and Akelius.Key Achievements:• Contribute to successful implementation of Windows 10 (OSD/FUP) projects for multiple Europe customers e.g. Thales (Gemalto), Georg Fisher, DeLaval and Akelius.• Contribute to successful implementation of SCCM project for REC Solar (Singapore) within 6 months.• (2017) Collaborate with SDM (China) to deliver IT related assets to local offices (Malaysia) from Global Procurement Center (German), as well as providing any assistance to Georg Fisher (Malaysia).• (2017) Collaborate with SDM (German) to analyze software deployment requests (from DeLaval) and then update/submit Application Intake Document to the Software Packaging team (Hungary).

• Provide technical support services in analyzing/fixing/resolving software or OS deployment issues, as well as conducting root cause analysis in aligns with ITIL framework.• Provide remotely installation of software or upgrades on customer’s machine where appropriate.• Prepare process and technical documentation related to SCCM and Windows 10, as well as working instruction for new process.• Provide coaching and mentoring support to new team member and customers.• Customer : HeinekenKey Achievements:• Contribute to successful deployment of software application as SCCM Applications (more than 400) or SCCM Packages (more than 3000), as well as collaborate with the Software Packaging team to plan and develop installer script files (using VB or PowerShell).• Contribute to successful deployment of more than 400 hardware driver (HP/Microsoft/Dell/Lenovo) via. SCCM, and ensure services provided meets requirement of SLA.

• Provide End-to-End Tier 2 Incident Management support for all desktop related problems and enquiries.• Provide remotely installation of software or upgrades on customer’s machine where appropriate.• Carry out appropriate level of technical investigation prior to escalating to the next level, as well as collaborate with Tier 2 and Tier 3 Helpdesk peers based in Netherlands to resolve complex issue that required escalation.• Provide system administration support for Windows Server 2008 system, including server upgrades (security patching), user account setup and security administration.• Prepare process and technical documentation after fixing/resolving desktop related problems as well as working instruction for new process.• Provide coaching and mentoring support to new team members.• Customers: NXP Semiconductor, Telegraaf Media Groep, Brakes Food, Sanoma Media, Gemeente Almere.Key Achievement:• Routinely exceed ticket-handling goals, closing an average of 30 tickets daily.

• Handle change requests from customer and ensure that these are accurately logged and referred to the appropriate support group.• Provide coaching and mentoring support to team members.• Customers: Commonwealth Bank of Australia.Key Achievement:• Routinely exceed ticket-handling goals, closing an average of 40 tickets daily.

• Collaborate with Tier 1 Helpdesk agent, through warm-transfer, to provide End-to-End Tier 1.5 Incident Management support for all desktop related problems and enquiries by Delphi end users.• Provide remotely installation of software or upgrades on customer’s machine (Delphi) where appropriate.• Handle change requests from Grupo Bimbo customers and ensure that these are accurately translated (from Spanish to English), logged and referred to the appropriate support group.• Carry out appropriate level of technical investigation prior to escalating to the next level.• Prepare process and technical documentation after fixing/resolving desktop related problems.• Provide coaching and mentoring support to team members.• Customers: Delphi Automotive Systems, Grupo Bimbo.Key Achievement:• Contribute to successful implementation of Grupo Bimbo project (from concept and requirements), which collaborating effectively with higher tier/peers based in US, Mexico and China.

• Provide technical assistance to customers on the use of all PC – encompassing desktop related hardware and software.• Provide technical support services in analyzing/fixing software (Windows OS/POS/Barcode) or hardware (computer/printer) issues• Design and Develop new Door Access software integration modules (Mifare Card/Fingerprint) which can be integrated with other similar software application, using Borland Delphi toolset (version 6).• Provide coaching and consultancy support to existing/new customers.• Collaborate with Sales team when attending new customer via. Cold call.• Customers: Focal Marketing, Cuang Cheng Mao Yi, Ganofarm, Arowana Malayan Food Industries.Key Achievements:• Contribute to successful closure of projects (Ganofarm), with POS software application implemented on time.• Contribute to successful closure of projects (Arowana Malayan Food Industries), with POS software application implemented on time.• Contribute to successful closure of projects (Cuang Cheng Mao Yi), with barcode label printing software application developed (using Borland Delphi toolset) and implemented on time.• Contribute to successful closure of projects (Focal Marketing), with barcode label printing software application developed (using Borland Delphi toolset) and implemented on time.

• Provide End-to-End support for Door Access and Alarm Monitoring software application related problems and enquiries from multiple customers.• Design and Develop new Door Access/Car Park/Alarm Monitoring software application (Mifare Card/Fingerprint) aligned with customer's specific requirements and expectations, using Borland Delphi toolset (version 4 or 6).• Collaborate with Sales team when attending new customer, by providing known solutions, advice and guidance.• Provide coaching and consultancy support to existing/new customers.• Provide coaching and mentoring support to existing/new Software Engineers, as well as interim Head of Software Department (year 2003).Key Achievements:• Contribute to successful upgrading existing Door Security and Alarm Monitoring software application with fingerprint feature (TruePrint" Technology).• Contribute to successful closure of project, with Door Security and Alarm Monitoring software application released on time (replacing existing system) before 2001 Southeast Asian Games.

• Design and Develop Point-of-Sales software application (POS) aligned with customer's specific requirements and expectations, using Clipper toolset.• Collaborate with Sales team when attending new customer, by providing known solutions, advice and guidance.• Provide coaching and consultancy support to existing/new customers.• Provide coaching and mentoring support to existing/new Software and Hardware Engineers, as well as interim Service/Technical Manager (year 2000).

• Provide End-to-End support for Point-of-Sales (POS) software application related problems and enquiries from multiple customers.• Design and Develop new Point-of-Sales software application (POS) aligned with customer's specific requirements and expectations, using Clipper toolset.• Provide coaching and consultancy support to existing/new customers.• Provide coaching and mentoring support to existing/new Software and Hardware Engineers,Key Achievement:• Contribute to successful closure of Barcode labelling project, with software released on time, for multiple Club Med oversea sites eg. Tahiti / Bintang (Indonesia) / Kabira (Japan).

• Provide End-to-End support for Point-of-Sales (POS) software application related problems and enquiries from multiple customers.• Design and Develop new Point-of-Sales software application (POS) aligned with customer's specific requirements and expectations, using Clipper toolset.• Provide coaching and consultancy support to existing/new customers.

• Provide End-to-End support for banking system (ATM/Saving/FD) related problems and enquiries from multiple branches (internal staff).• Design new tools/reports which will provide on-going or at-a-glance summaries data for HQ/Branch staff.• Perform regular system backups and recovery procedures, closely following standard operation procedures (SOP) to ensure system security.• Provide coaching and mentoring support to new team members as well as branch staff.Key Achievements:• Contribute to successful implementation of new banking systems, by migrating existing WANG system to Sun Solaris system, working together with CSA (Malaysia) Software Engineers.• Contribute to successful installing new ATM machines (more than 10) for multiple branches around Malaysia, by replacing existing WANG system to Siemens Nixdorf system, working together with Siemens Nixdorf (Malaysia) Hardware Engineers.

• Provide technical support for all desktop related problems and enquiries from HQ/Branch staff.• Analyze product portfolio data to identify areas for improvement and assist IT manager in implementing the improvements.• Involve in yearly inventory checking (auditing) with branch staff.