Noor Adzfar Aiman Ramle

TECH TITAN DISTRIBUTION MALAYSIA:

Kaspersky B2C (retail product):

• Key person for Kaspersky B2C support in the office

• Responsible for all the support issues raised in our ticketing system (Zoho CRM), live chat, emails, WhatsApp messengers and calls

• Provide remote sessions via TeamViewer, Anydesk and UltraViewer application

• Provide technical support for walk-in customers, installation of anti-virus for PC or mobile devices

• Testing and evaluating new Kaspersky technology or beta version software

• Prioritizing and managing many open cases at one time

• Standby during weekends and Public Holidays

• To submit weekly B2C support reports via email to Phon

• Liaise with Marketing Team regarding new Kaspersky products range

• Provide Kaspersky Quick Start Guide instructions to management as per request

Kaspersky B2B (corporate product):

• Evaluate the sales team's tender submission and send them a pricing request for Kaspersky

• To submit weekly pricing requests in excel to management

Internal Support / IT Admin (shared services):

• Provide internal IT Support for Tech Titan and their child's company

• Installing and configuring computer hardware, software, systems, networks, and printers

• Monitoring and maintaining computer systems and networks

• Ensure the server room is always in perfect condition

• Ensure the wireless connection is always up

• Report to superior if found malfunction or water leakage across the server room

• Responding in a timely manner to service issues and requests

• Providing technical support across the company (this may be in person, remote software or over the phone)

• Setting up computer/laptop for new staff (configuring Office365 appliances, Sophos VPN, etc)

• Repairing and replacing equipment as necessary

• Possibly training junior staff

• Possibly to attend ad hoc tasks given by management

• To check on company ISPs account

• Assist on IT procurement involving raising requisition, tracking progress of order, payment and delivery.

• Assist on IT asset management involving data entry, tagging, documentation, assessment and disposal.

• To be on-site if required (warranty, RMA, etc)

• To provide hands-on and training for Microsoft 365 applications

• To ensure PA system in the office area is working

• To submit weekly internal support reports to IT Manager via email

• Perform SQL Server backup every weekends

Online Antivirus (AV365):

• Responsible for all the support issues raised in our ticketing system, live chat, emails, WhatsApp messengers and calls

• To confirm that all clients have received their Kaspersky activation code(s)

• If the system runs out of activation codes, may I inform the person in charge to upload it immediately

• Verify with the sales team regarding the manual transfer from Indonesian customers

• Ensure the AV365 admin webpage is up. Report to R&D team if the website is inaccessible

• Standby during weekends and Public Holidays

• Company Overview: The IT Help Desk Operational Procedures Manual describes the processes and policies used by IBM to deliver contracted services for IBIL
• Acting as the single point of contact for IBIL End Users
• Receiving requests by phone & e-mail
• Validating entitlement
• Creating/updating the request ticket in the IBM's Problem Management system
• Assigning severity/priority
• Performing initial incident determination, incident source identification and incident analysis in support of in-scope hardware and software
• Providing status updates for End User request
• Resolving requests/incidents that the IT Help Desk is expected to be able to resolve without referral to another support group
• Referring requests to other support groups as required
• Escalating request processing as required
• Initiating the service outage procedure as required
• Updating status messages with outage information as required
• Closing request tickets
• The IT Help Desk Operational Procedures Manual describes the processes and policies used by IBM to deliver contracted services for IBIL

• Company Overview: Heritage Forte Sdn
• Bhd's fields include System Integrator, Software Training & Development, Security System, LAN & Integration & Solutions, Optical Fiber & Copper Solution, Mechanical & Electrical (M&E), Professional Project Management Services, and Data Center Infrastructure & Facilities
• I'm just a practical student on this employer
• So, I have gained a lot of experience in telecommunication's field
• Proven initiative and ability to work with minimal supervision
• Excellent organizational and motivational skills
• Knowledge of Data, Security System, LAN, Software Training & Development and Optical Fiber & Copper Solution (Structured Cabling)
• Managing exit and access the management of the whole security needs within the complex, smart card, card readers, secure entrance, alarm system, security camera and others
• Installation software (Adobe Photoshop CS3 Extended Pro, Adobe Flash CS3 Pro, Mind Manager 7, Adobe Dreamweaver CS3 Pro, Microsoft Office 2003, Microsoft Office 2007, Adobe Acrobat Reader 8.0 Professional) at Bangunan MARA, Kuala Lumpur
• Install temperature/heat sensor at TMNet Data Center Cyberjaya
• Participate on MERS 999 projects
• It's a project of Telekom Malaysia with police and hospital within Malaysia
• Heritage Forte Sdn
• Bhd's fields include System Integrator, Software Training & Development, Security System, LAN & Integration & Solutions, Optical Fiber & Copper Solution, Mechanical & Electrical (M&E), Professional Project Management Services, and Data Center Infrastructure & Facilities