Summary
Overview
Work History
Education
Skills
Personal Information
Software
Timeline
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ALI AZHAR BIN APANDI

ALI AZHAR BIN APANDI

Field Support Engineer / Retail IT Support
Kuala Lumpur

Summary

Results-driven IT Support & Field Engineer with 7+ years of experience delivering end-to-end technical solutions, POS system deployments, and network troubleshooting across nationwide retail operations. Adept at supporting Windows & macOS environments, optimizing IT processes, and exceeding service level targets. Proven track record in large-scale rollouts, system upgrades, and user training for high-profile clients such as Estee Lauder Malaysia. Recognized for problem-solving skills, attention to detail, and ability to work under pressure in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Field Support Engineer

Upthink Technology Sdn Bhd
10.2022 - Current
  • Providing support for company Estee Lauder Malaysia SDN BHD.
  • Providing technical assistance and troubleshooting to end-users in a fast-paced environment.
  • Skilled in deploying and managing operating systems (Windows, macOS) and software applications, including updates and patches.
  • Proficient in installing, configuring, and maintaining computer systems, networks, printers, and other peripheral devices.
  • Responded promptly to service requests, effectively prioritizing and resolving technical problems within established service level agreements.
  • Documented technical procedures, troubleshooting steps, and solutions to build a knowledge base and facilitate efficient problem-solving in the future.
  • Maintained accurate inventory records of hardware, software licenses, and equipment to ensure compliance with organizational policies.
  • Supported venue operations through regular inspection, testing, and maintenance of installed AV systems to minimize downtime or technical issues during events.
  • Tested and calibrated audio and visual equipment to verify proper operation.
  • Set up projectors, laptops and microphones for live presentations.

Retail Support L1 & L2

Smart Five Sdn Bhd
03.2017 - 10.2021
  • Support IT for company Estee Lauder Malaysia SDN BHD.
  • Upgrade all POS system for Estee Lauder store in Malaysia.
  • Set up store workstations with POS, phones and laptop.
  • Maintained accurate hardware and software inventories.
  • Restored data, operating systems, file, document and drivers.
  • Trained both internal and off-site user in repairing and resolving recurring issues.
  • Responsible to attend calls and provide support & solution to end user's issue.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Set up and configured hardware and software on store equipment.
  • Conducting electrical safety checks on computer equipment.
  • Monitoring and proactively maintaining computer systems and networks.
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
  • Monitoring tickets and resolving user issues.
  • Setting up new user's accounts and profiles and dealing with password issues.
  • Supporting the roll-out of new applications or updates.
  • Maintaining documentation and hardware/software registers.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Field Engineer

Prance Synergy Sdn Bhd
07.2016 - 02.2017
  • Support for company GHL Systems Berhad.
  • Handle 'CHIP N PIN' project from July 2016 until December 2016 which cover whole Malaysia.
  • Either changing the physical terminal or upgrade via thumb drive.
  • Train merchant on how to operate an EDC terminal (AIMS, EPAY & NORMAL RETAILER) and troubleshoot any issue arise.
  • Prepare reports on timely manner (weekly & monthly) and meet KPI and correspondence concerning project specifications, activities, or status.
  • Modify existing software to correct errors, to adapt it to new hardware, or to upgrade interfaces and improve performance.
  • Attend to ad-hoc job arise from time to time during standby or daily basis. SLA to meet within 4 hour time.
  • Get appreciation for excellent employee during handle 'CHIP N PIN' project.
  • Handle 'TOUCH N GO' project from December 2016 until January 2017. Main task at Kelantan, Pahang & Terengganu.
  • Other area cover Melaka & Negeri Sembilan plus Klang Valley.
  • Upgrade all reader TOUCH N GO at MyDin, KR1M, and Giant in Malaysia.

Electrical Technician

EraBuilder Sdn Bhd
05.2016 - 06.2016
  • Maintain current electrician's license or identification card to meet governmental regulations.
  • Plan layout and installation of electrical wiring, equipment, or fixtures, based on job specifications and local codes.
  • Work from ladders, scaffolds, or roofs to install, maintain, or repair electrical wiring, equipment, or fixtures.
  • Installed electrical wiring through conduits and holes in both flooring and walls.
  • Replaced faulty wiring, switches and circuit breakers to reduce fire risks, boost service capacity and increase versatility.

Education

High School Diploma - Engineering in Electric and Electronic

Politeknik Kota Bharu
Kota Bharu, Malaysia
04.2016

High School - SPM(V) Engineering in Electric And Electronic

SEKOLAH MENENGAH VOKASIONAL MELAKA TENGAH
Melaka
01.2012

Skills

    Operating Systems: Windows, macOS

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Personal Information

  • IC Number: 950630-01-5821
  • Age: 30
  • Date of Birth: 06/30/95
  • Gender: Male
  • Nationality: Malaysia
  • Marital Status: Married

Software

Microsoft Office

Windows OS and MacOS

Active Directory

Azure and Intune

SQL Developer

ServiceNow

Timeline

Field Support Engineer

Upthink Technology Sdn Bhd
10.2022 - Current

Retail Support L1 & L2

Smart Five Sdn Bhd
03.2017 - 10.2021

Field Engineer

Prance Synergy Sdn Bhd
07.2016 - 02.2017

Electrical Technician

EraBuilder Sdn Bhd
05.2016 - 06.2016

High School Diploma - Engineering in Electric and Electronic

Politeknik Kota Bharu

High School - SPM(V) Engineering in Electric And Electronic

SEKOLAH MENENGAH VOKASIONAL MELAKA TENGAH

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ALI AZHAR BIN APANDIField Support Engineer / Retail IT Support