Gurdev Singh Lachman Singh
Kuala Lumpur
Summary
Experienced System Support Specialist with a demonstrated working history in the telecommunications industry. Skilled in Unix, Databases, Root Cause Analysis, Scripting, Systems Management & Automation. Strong support professional with a Bachelor of Science - BSc focused in Business Information Systems from University of Portsmouth, UK.
Overview
2025
2025
years of professional experience
1991
1991
years of post-secondary education
5
5
Languages
Work History
Consultant
STP Solutions
1 2024 - Current
- Evaluate organisation systems to identify workflows, communications & resources utilisation
- Detect security weaknesses in operational systems and methods
- Assess business continuity plan and disaster recovery strategy
- Assist in evaluating vendors recommendations and hiring of IT personnel
Senior Support Engineer
Nokia (M) Sdn. Bhd.
10.2021 - 06.2023
- L4 support of Nokia Orchestration Centre (NOrC)
- Acted as the entrance point in Nokia RnD for deployment issues reported by Services/Care
- Represent customers issues & concerns in Nokia RnD
- Verification of Installation & Troubleshooting Guides, Releases & TS Notes
- Assist & take active part in Customer SW upgrades+updates
Cloud Engineer
Digi Telecommunications Sdn. Bhd.
11.2019 - 09.2021
- L2 System support of CloudBand Infrastructure (CBIS18) at Digi Telecommunications Sdn Bhd
- Performed daily system support of CBIS18 at Digi Telecommunications Sdn Bhd
- Introduced automatic daily health checks across multiple platforms
- Designed critical alarms in Zabbix
- Developed up-to-date performance graphs in Grafana
- Assessed daily monitoring and troubleshooting
- Engage with 3LS and 4LS support to resolve issues
- Perform SW installations, upgrades+updates
Care Technical Manager
Optiva Inc. (Formerly known as Redknee Inc)
01.2018 - 07.2019
- Systems management of Maxis Broadband (M) Sdn Bhd.’s Prepaid Intelligent Network (I.N.) platform, which generates billions in revenue each year
- Work hand-in-hand with Maxis operations management team to ensure the system is optimally available for 24x7x365 days each year
- Assure technical support processes are followed and properly documented to ensure the continued system stability and performance
- Lead the fault management process and manage technical escalations at the Care level
- Prepare and attend regular operations review meetings with Maxis Operations Team
- As part of the shared support team, I also provided L2 technical support to Turnkey Converged Billing (TCB) customers of Optiva Inc like Digicel Samoa, Digicel Vanuatu, Digicel Tonga, Digicel Fiji, etc
Network Administrator
Skynet Wireless Inc.
02.2017 - 01.2018
- Manage and maintain the optimal network performance of all stores which are located across Vancouver, Canada
- Identify, prioritize and troubleshoot network problems or outages within specified SLAs
- Contribute to the documentation of network processes, systems and configurations
- Support the configuration, installation, integration and UAT of equipment
- Detect & identify network intrusions, including security patches evaluation & installation
- Minimised downtime & network interruptions across all stores
- Improved overall user experience and satisfaction
Senior Technical Support Analyst
Redknee Malaysia Sdn. Bhd.
11.2013 - 01.2017
- L2 System support and management of Maxis Broadband (M) Sdn Bhd.’s Prepaid Intelligent Network (I.N.) platform which generates billions in revenue each year
- Also provided I.N. System support to other customers of Redknee within the Asia Pacific region
- Troubleshoot, administer and maintain all network elements to ensure the optimal performance of the I.N System
- Management, escalation and solving trouble tickets within SLAs
- Configure and manage disaster recovery operations and simulations by implementing data backups and restoration programs
- Liaise and support hardware replacement with Oracle Malaysia and other third-party vendors
- Provide work-around and become a member of the 24x7 emergency standby support team
- Maintained Vendor Performance Evaluation SLA to 99.9% for 3 consecutive years
- Enhanced pro-active systems support via customised alarms generation
- This improved Customer satisfaction and minimised subscriber impact
- Selected to travel to the Philippines and performed on-site support at Globe Telecom during the Pope's visit
OBS Intelligent Network (I.N.) Engineer
Nokia Siemens Networks Sdn. Bhd.
07.2009 - 11.2013
- Administered and maintained the optimal performance of critical network elements of Maxis Broadband (M) Sdn Bhd Prepaid Intelligent Network (I.N.) System
- Resolved trouble tickets with accordance to service level agreements (SLA)
- Participated in yearly assessment of security audits & controls
- Performed hardware & software acceptance testing & verifications
- Performed periodic system health-checks & reports
- Prepare root cause analysis (RCA) reports & update procedures/documentations
- Lead & trained junior team members
- Instrumental in achieving Final Acceptance Certificate (FAC) of Maxis I.N Select
- Took up additional tasks i.e @commander system setups & upgrades, disaster recovery (DR) system setups, improve pro-active system support via alarms development & enhancement
- Took active parts in DR simulations i.e Recovery and setups from scratch
- Assisted in the system migration from I.N Premium to I.N Select in Maxis
- Supported Voucher Management System (VOMS) independently
- Developed a new Busy Hour Traffic (BHT) reporting system which helped Nokia & Maxis management to track system capacity
- Chosen to undergo @commander upgrade training in Berlin, Germany
- Obtain and maintain Level-2 certification standard for engineers of Redknee
Senior Engineer – Intelligent Network (I.N)
Digi Telecommunications Sdn. Bhd.
01.2008 - 07.2009
- Acted as the technical lead of prepaid network Interactive Voice Response (IVR) System
- Performed acceptance testing of new hardware and software
- Performed network element integration and verifications
- Received recognition for being part of such a massive project taken by any telco in Malaysia
- Became the first team to complete the UAT for the components of I.N Select
- Was quick in getting all the 120 SS7 links to all I.N System clusters up and running
- Assisted the operations team by developing scripts for their daily monitoring purpose
Vice President of Operations
Zen Alpha Network Sdn. Bhd. (ZEN)
01.2004 - 12.2007
- Researched, designed and developed network system architecture and integration to major telecommunications providers ie. Telekom Malaysia, DiGi, TimedotCom, Singtel, Starhub, Hutchison, etc
- Maximised network performances, troubleshoot network issues, scheduled upgrades and collaborated with network providers on network optimisation
- Developed new products and services
- Manage wholesale customers accounts
- Resolved disputes with Internet Service Providers (ISP) and termination partners
- Enhanced system security and average success rates (ASR) by developing SMS alerts
- Developed customised rating and billing for retail and wholesale customers
- Designed and configured systems to improve availability and redundancy
Assistant Manager
TimeCel Sdn. Bhd.
01.1997 - 08.2003
- System Administration for prepaid I.N. system, Wintel servers and Point-of-sales
- Database administration of the prepaid and postpaid System
- Systems enhancement and product development of the prepaid I.N System
- Users reports generation for prepaid & postpaid systems
- Postpaid and prepaid system report generation for revenue assurance and risk management
- Postpaid subscribers aging report generation
- Postpaid subscribers debt collection files generation for collection agencies
- Postpaid subscribers bulk collection code update
- Postpaid subscribers bulk barring update
- Postpaid subscribers bulk SMS broadcast
- Postpaid system data mapping and migration from ISIS billing system to Arbor BP (Kenan)
- Prepaid system SMS charging development
- Prepaid system VAS charging development and integration with various reload channels
- Awarded Employee of the Month by Time Telekom IT Division in January 1999
- Awarded Staff of the Month by TTdotCom IT Division in March 2001
- Chosen to attend prepaid I.N Training in Helsinki, Finland
Technical Support Engineer
MBA Systems Sdn. Bhd.
11.1995 - 12.1996
- Provided L2 systems and management support to Petronas Dagangan Sdn Bhd on their Gas Reticulation System and to Sabah Electricity Board (SEB) on their Electronic Meter Reading System
- Key involvement in the coordination and delivery of the Department of Environment’s (DOE) Multimedia Information Kiosk System
- Liaised and coordinated with various parties and authorities of the Department of Civil Aviation in the implementation of the Malaysian Automated Aeronautical Information System (MAAIS) project
- Delivered the second phase of the Gas Reticulation System to Petronas Dagangan Sdn Bhd
- Performed on-site site visit to SEB with principal vendor (Itron USA) and trained the personnel on servicing their meter reading equipment
- Performed site surveys at some very secured locations within the Department of Civil Aviation (DCA) eg airport traffic control towers, data centres, search & rescue (SAR) operations
- Participated in meetings with Government officials in new projects tendering
EDP Executive
Royal Selangor Club Sdn. Bhd.
06.1995 - 10.1995
- Head of the EDP department
- Key role in the implementation of the new Club Membership and point-of-sales system
- Maintain the computer operations and source code of the old Club Membership System and generate monthly membership account statements, etc
Programmer / EDP Coordinator
Pempena Consult Sdn. Bhd.
08.1992 - 04.1994
- In charge of developing in-house direct mailing and marketing system
- Provide internal training to the staff on the various applications used
- Recommending hardware and software to purchase
- Assist in the production of tourism publications
- Took active part in meetings involving matters pertaining to the Company
- Extensively involved in direct mailing i.e Identifying the market, etc
- Substantial customer contact during over-the-counter sales and exhibitions
Registration Assistant
Malaysian American Commission on Educational Exchange
01.1991 - 05.1991
- In charge of processing all TOEFL and SAT applications in Malaysia
- Electronically “marking” all TOEFL and SAT examination papers in Malaysia
Education
Bachelor of Science - Business Information Systems
University of Portsmouth
United Kingdom02-2018
Higher Diploma - Business Information Technology
Asia Pacific Institute of Information Technology
Kuala Lumpur, Malaysia 04.2001 - 01.1995
ICL (UK) Diploma - Computer Studies
ICL Training Centre
Kuala Lumpur, Malaysia 04.2001 - 01.1992
NCC (UK) Diploma - Computer Studies
Stamford College
Kuala Lumpur, Malaysia 04.2001 - 01.1990
Skills
Systems Management, Development, Integration & Upgrades
Performance Monitoring & Tuning
System Health Checks
Backups and Recovery
Prepaid & Postpaid Billing Systems
Disaster Recovery
Root Cause Analysis
IS Audits
UAT
Data Migration & ETL
Unix shell scripting
PL/SQL
Technical Trainings
- CCNA Data Centre
- Python Towards Big Data
- NSN Intelligent Networks
- Tecnomen Intelligent Networks
- Sun Cluster
- Oracle Database Administration
- Sybase Database Administration
- Linux
- Kenan
- HP Unix
- Wintel Server Administration
- Visual Basic
- LAN
Software & others
- AWS
- Kubernetes
- Linux
- Solaris
- HP-UX
- Unix
- Shell Scripting
- PL/SQL
- Zabbix
- Grafana
- Troubleshooting
- Root Cause Analysis (RCA)
- ETL (Oracle, Sybase, MySQL)
- Jira
- Remedy
- SalesForce
- ZenDesk
- BSS
- OSS
- Data Centre Operations
- Wintel
- DOS
- Novell
- Python
- Perl
- Expect
- Visual Basic
- COBOL
- GW-Basic
- Pascal
- C
- Fortran
- Oracle
- Sybase
- Microsoft SQL
- MySQL
- Microsoft Access
- Microsoft Office
- Outlook
- EMC Networker
- Oracle DataGuard
- Microsoft Project
- Lotus 1-2-3
- Adobe
- ABC Flowcharter
- Visio
- VOIP
- H323
- SIP
- LAN
- TCPIP
- DHCP
- DNS
- RAS
- Cisco
- Firmware
- Cabling
Hardware
- Sun Fire T5400
- Sun Netra T2000
- Sun Fire 6900
- Sun Sparc Ultra 10
- Sun Netra FT1800
- Sun StorageTek ST6140
- Sun StorageTek C4 Tape Library
- Sun Tape Library SL24
- Sun StorageArray J4200
- MasterGuard UPS
- Tecnomen ESN/EAIP
- Quintum
- Sysmaster
- PC
- Desktops
- Wintel Servers
- Firewall
- Routers
- Switches
- NICs
- Modems
- Point-of-Sales (POS)
- Wifi
- Laptops
- Handheld
- Printers
- Scanners
- Cisco Catalyst 3560
Timeline
Senior Support Engineer
Nokia (M) Sdn. Bhd.
10.2021 - 06.2023
Cloud Engineer
Digi Telecommunications Sdn. Bhd.
11.2019 - 09.2021
Care Technical Manager
Optiva Inc. (Formerly known as Redknee Inc)
01.2018 - 07.2019
Network Administrator
Skynet Wireless Inc.
02.2017 - 01.2018
Senior Technical Support Analyst
Redknee Malaysia Sdn. Bhd.
11.2013 - 01.2017
OBS Intelligent Network (I.N.) Engineer
Nokia Siemens Networks Sdn. Bhd.
07.2009 - 11.2013
Senior Engineer – Intelligent Network (I.N)
Digi Telecommunications Sdn. Bhd.
01.2008 - 07.2009
Vice President of Operations
Zen Alpha Network Sdn. Bhd. (ZEN)
01.2004 - 12.2007
Higher Diploma - Business Information Technology
Asia Pacific Institute of Information Technology
04.2001 - 01.1995
ICL (UK) Diploma - Computer Studies
ICL Training Centre
04.2001 - 01.1992
NCC (UK) Diploma - Computer Studies
Stamford College
04.2001 - 01.1990
Assistant Manager
TimeCel Sdn. Bhd.
01.1997 - 08.2003
Technical Support Engineer
MBA Systems Sdn. Bhd.
11.1995 - 12.1996
EDP Executive
Royal Selangor Club Sdn. Bhd.
06.1995 - 10.1995
Programmer / EDP Coordinator
Pempena Consult Sdn. Bhd.
08.1992 - 04.1994
Registration Assistant
Malaysian American Commission on Educational Exchange
01.1991 - 05.1991
Consultant
STP Solutions
1 2024 - Current
Bachelor of Science - Business Information Systems
University of Portsmouth
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