Abdul Rahman Haji Abdul Hakim

1. Daily Operations in BAU:

o Incident Management: Handle and resolve incidents promptly to minimize business impact. Find root causes, implement solutions, and document the resolution process.

o Service Requests: Manage and fulfill user service requests efficiently, ensuring prompt delivery of IT services.

o Support: Provide support via phone or email on user daily issues. Participate in escalation calls for high-priority cases.

2. Tech Refresh or Maintenance of Infra-Activity:

o Plan and execute technology refresh projects to upgrade or replace outdated infrastructure components.

o Perform regular maintenance activities to ensure IT infrastructure stability and performance.

3. Change Management:

o Implement and oversee change management processes to control and document IT environment changes.

o Assess the impact of proposed changes, coordinate with stakeholders, and ensure successful implementation with minimal disruption.

o Ensure all changes follow standard processes and no unauthorized changes are performed by the team.

4. Readiness for PCIDSS Auditing:

o ASV Scanning: Conduct Approved Scanning Vendor (ASV) scans to find network vulnerabilities.

o INVA Penetration Test: Perform internal and external penetration tests to assess IT environment security.

o Segmentation Scanning: Verify network segmentation to ensure cardholder data isolation.

o Firewall Review: Regularly review security system configurations for PCIDSS compliance.

5. Mitigation and Justification Readiness Based on PCIDSS Report Results:

o Analyze PCIDSS report findings and develop mitigation strategies for identified vulnerabilities.

o Prepare justifications and documentation to demonstrate PCIDSS compliance.

6. Submission for PCIDSS AOC Compliance:

o Compile and give Attestation of Compliance (AOC) documentation to prove adherence to PCIDSS standards.

7. Overview of Infrastructure:

o Servers: Manage and monitor RHEL and Windows servers for best performance and security.

o Firewalls: Oversee configurations and policies for Fortigate, Cisco, and Palo Alto devices.

o WAF: Manage NSFOCUS Web Application Firewall (WAF) to protect web applications from threats.

o Thales HSM: Support and administer Thales Hardware Security Modules (HSM).

8. Management of PAM Using SecureKI ACM Solution:

o Implement and manage Privileged Access Management (PAM) using the SecureKI ACM solution to control and check privileged access to critical systems.

9. Monitoring Backup Using CBR Backup Solution in Huawei Cloud:

o Check and manage backups using the CBR backup solution in Huawei Cloud to ensure data integrity and availability.

10. Oversee and Management of All ECS in Huawei Cloud Solution:

o Oversee the management of Elastic Cloud Servers (ECS) in Huawei Cloud, ensuring their performance, security, and availability.

11. Overview Daily Report from SIEM Solution Provider:

o Review daily reports from the Security Information and Event Management (SIEM) solution provider, including block-listed IP reports and security system or server success and failed logon attempts.

12. Preparing Reports Based on IT Infra Insight Requirements:

o Generate and prepare reports based on specific requirements, providing insights into IT infrastructure performance, security, and compliance.

13. Additional Responsibilities:

o Ensure agreed service levels are met using proper tools, processes, and systems.

o Refer major hardware or software problems to vendors or technicians for support.

o Support the ticketing system by following service metrics (SLA).

o Ensure servers follow security patch releases and are functioning as expected post-patching.

o Diagnose, troubleshoot, and resolve hardware, software, or network issues, replacing defective components when necessary.

o Proactively address potential performance, reliability, and security issues.

o Provide staff and users with help in solving computer-related problems.

o Perform auditing tasks for customer production systems following PCIDSS requirements.

o Manage and motivate employees to be productive and engaged in their work.

o Enhance customer satisfaction by resolving disputes promptly and supporting open communication.

• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.

Day-to-Day Operation Support:

• Resolved user inquiries regarding software or hardware operation, providing effective solutions.
• Conducted infra diagnostics and referred major issues to vendors or technicians for support.
• Developed training materials and trained users in the proper use of hardware and software.
• Oversaw daily performance of computer systems and provided support via phone or email.
• Troubleshot issues with related parties to ensure smooth operations.

Incident Management:

• Participated in escalation calls for high-priority cases, acting as a technical spokesperson.
• Provided technical advice on infrastructure issues such as RHEL8, FortiGate & Cisco Firewall, APPM tools, etc.
• Analyzed application or hardware failures and advised on next actions.
• Maintained the ticketing system by following service metrics (SLA).

Process Improvement:

• Improved operational efficiency by streamlining processes and implementing best practices.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased productivity.
• Evaluated current processes and developed improvement plans.
• Conducted thorough feasibility studies to improve project outcomes, identifying critical success factors.

• Incident Management
• Participate in the escalation call/HIGH priority case
• Provide technical advice on the server infrastructure
• Technical spoke/escalation point for operation delivery
• Analyze on the hardware failure and advice for the server lifecycle and refreshment
• Maintain ticketing system by follow service metric (SLA)
• Change management
• Raise change and follow up follow by the process
• Implement the change follows by instruction and so the monitoring after activity
• Make sure all change follows the standard process and no non-authorize change to be perform by team
• Ensure change plan has minimum impact to the service/business and make sure all communication with all stakeholder are receive and clear
• Patching management
• Make sure all necessary change related patching is approved before proceeding
• Implement the change (Patching) follows by
• Make sure all server has compliant with security patch release by Microsoft
• Ensure server is working as expected once the activity completed
• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
• Resolved issues and escalated problems with knowledgeable support and quality service.

• Provide Consultation on server usage (analyze customer requirements and estimate cost and compare pros and cons of different cloud service
• To maintain the firm's on premise data center Infrastructure, monitor services status, troubleshoot and resolve related issues
• Implementing and maintaining private cloud server virtualization solution for Hyper- V and VMware
• Monitoring application, server, network and cloud services with Service Center Operation Manager (SCOM)
• Perform Datacenter maintenance & troubleshooting
• Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems
• Develop, document and revise system design procedures, test procedures, and quality standards
• Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems
• Perform Initial migration from AWS to SpotInst Instance to minimize cost
• Involved in new SAP DEMO21 server setup and configuration
• Including setup from HANA Studio configuration
• Perform Backup & Restoration from Veritas NetBackup Console
• Implementing Storage Space Direct (S2D) on the new upgraded 2016 Server (R740XD DELL EMC)
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.

• Day to day support from ordering unit, configuring and maintaining for laptops, Desktop, printers, etc
• Support basic administrative SAP systems
• Using Service Manager Console as ticketing system to monitor request from user
• Day to day support for entire company network both hardware and e.g.: Cisco, Aruba, Juniper, and Palo Alto)
• Administrative support on Windows server 2012
• Manage & monitoring user & computer in Active Directory
• Manage and perform virtual machines patches via SCCM server
• Perform Microsoft Office 2016 migration on 300 users
• Asset tagging and inventory listing and managing End of Lease (EOL) machines
• Working with vendor on Firewall upgrade (Palo Alto) along with VPN (Global Protect)
• Perform Aruba access point version update
• Network expansion in Melaka Lube Blending Plantation
• VLAN expansion for Petronas Lubricant International office in Kuala Lumpur
• Palo Alto monitoring and housekeeping
• Manage and monitoring DNS & DHCP
• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
• Configure, monitor, and maintain email applications or virus protection software
• Maintain an inventory of parts for emergency repairs
• Coordinate with vendors and with company personnel to facilitate purchases
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.

• Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
• Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
• Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
• Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.

• Provide Level 1 & 2 reactive and proactive support for servers that support the HP account including Incident Management, Problem Management, Change Management and Release Management
• To ensure that agreed service levels are met, using tools, processes and systems as appropriate
• Schedule and coordinate with customer and CE for hardware/firmware upgrades and repairs or any related downtime activities
• Assist in server change management rollout and doing server migration and data migration in the server
• Responsible to perform Server Provisioning, Commissioning and Decommissioning of Window Servers following Approved Procedures
• Ensuring Integrity of Data Backup of Wintel Server within Backup and Storage Team Involvement
• Responsible to User Account Administration and Access Control Management
• Responsible for maintenance of iLO system and also Virtual Server availability with VMWare Team
• Responsible to collect all Enclosure Inventory
• All updated Inventory will be presented to Customer on Impact to the Business
• To ensure that agreed service levels are met, using tools, processes and systems as appropriate
• To ensure that any potential problems i.e
• Performance degradation, reliability and security issues are addressed proactively
• Responsible to implement Security Policies, Controls and Guidelines on Enterprise Windows Network with Approved recommendations by Security Officer
• Responsible on handling case based on Incident, Service Call Request, Work Order, Change, Email and Phone Call
• Perform Recovery of Windows Application Systems in accordance with the DRP Test Plan
• Documented Windows Administrator Manual SOPs and Continual Updates Compliance
• Perform Monthly and Quarterly Windows Security and Patches Update
• Streamlined processes by automating repetitive tasks using scripting languages such as PowerShell.
• Managed multiple projects simultaneously, delivering high-quality results on time and within budget constraints.
• Strengthened internal knowledge base through thorough documentation of processes, procedures, and guidelines related to Wintel engineering tasks.
• Enhanced server reliability through regular maintenance, updates, and troubleshooting of Wintel systems.

• Repairing, Maintaining and Troubleshooting PC and Printer & Perform Onsite Support Commonly for user CIMB Bank and Jabatan Imigresen Malaysia
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Inspect equipment and read order sheets to prepare for delivery to users
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Contributed to the company''s growth by identifying opportunities for upselling additional products and services that met customers'' needs.
• Enhanced team collaboration by sharing best practices during weekly meetings, promoting a culture of continuous improvement within the department.