MOHD IQBAL HAKIMI

Learn and understand Local IT Infrastructure and security process for affiliate
companies.
Strong communication skills with HQ Technical Support and Local ITs from affiliate
companies especially in technical aspect.
Responsible for supporting Local ITs who manage affiliate companies’ desktop, laptops,
servers, network and storage.
Responsible for providing end user IT support to selected countries.
Implement new tool and software provided from Global head office.
Responding to technical support request raised by Local ITs from each affiliate
company based on KPI/SLA.
Work with Global IT team in Japan for higher level technical support.
Work with Global IT team for any IT compliance with security processes.
(i) Document all IT technical support and IT support processes.
(j) Optimal server and network configuration design & documentation.

Record all problems and their solutions in the Production Log File and e nsure problems
follow up.

• Developed efficient processes for project creation and management, enhancing project execution and delivery
• Successfully managed project transitions, ensuring a seamless transfer of responsibilities and knowledge
• Conducted comprehensive training sessions for new team members, facilitating their integration and productivity
• Coordinated tasks and work assignments among team members, optimizing workflow and collaboration
• Maintained a strong connection with the support team, managing incidents efficiently and effectively
• Consistently escalated issues when necessary to meet Service-Level Agreements (SLAs), contributing to client satisfaction
• Proficiently operating System Center Configuration Manager (SCCM) to manage and install applications, both manually and through SCCM
• Collaborating with the Asset Management team to validate software licenses, ensuring compliance and cost-effectiveness
• Working closely with multiple support teams to establish and maintain an organized workflow for software deployment projects
• Coordinating with Desktop Engineers to facilitate the smooth transition of applications, patches, and updates
• Customizing scripts for SCCM packages based on the state of the target machines, utilizing PowerShell scripting for enhanced efficiency and automation.

• Handled phone and chat inquiries, effectively addressed customer issues and concerns
• Offered 1st and 2nd level Service Desk incident management and case resolution for a range of in-scope products, services, and processes
• Applied problem-solving solutions through customer support via phone communication
• Conducted technical and non-technical screening of incoming calls to streamline support processes
• Proficiently troubleshooted problems remotely, ensured prompt issue resolution
• Demonstrated a keen ability to recognize critical and urgent cases, promptly escalated or de-escalated situations in accordance with designated customer procedures.

• Assisted users with IT queries encompassing software, hardware, and network issues, offering solutions as needed
• Escalated unresolved issues to the responsible teams outside of the 1st line support
• Diligently followed up on issues with teams and users to ensure timely resolutions within SLA timeframes
• Collaborated with the team to address major incidents and find alternative solutions for users
• Offered support to the 2nd line team when resources were insufficient
• Maintained SLA adherence in line with targets set by management.

• Provided 1st line support to all users using available interaction tools, promptly responding to customer/user inquiries
• Assisted customers/users with questions related to our supported software and computing platforms to the best of my ability, maintaining a professional and courteous approach
• Answered calls in a timely manner and logged incidents/calls into the Helpdesk systems
• Assisted in troubleshooting and resolved incidents for users, escalating issues to higher-level personnel when required
• Ensured efficient tracking, monitoring, and follow-up of logged incidents/cases, managing to close them within the client's specified Service Level
• Managed the problem management database, maintaining historical records and relevant problem documentation
• Monitored Helpdesk activities, ensuring performance and compliance with performance measurement and standards.

• Supported the commercial banking department
• Completed documentation and filled out forms required for various applications, particularly for opening current accounts
• Assisted both local and foreign customers with inquiries related to account maintenance, fraud prevention, product and service offerings
• Generated reports for the team, ensuring the team's performance continued to progress and reach higher levels of excellence.

• Installed antivirus software provided by GITN SDN BHD on PCs in schools across the N9 state connected to Schoolnet
• Updated and configured computer admin settings for optimal antivirus performance
• Maintained network stability by ensuring the proper functioning of modems and network connections with Schoolnet
• Replaced routers and other devices when necessary to ensure network reliability.

• Adhered to strict quality control standards and inspection procedures to maintain the highest product quality
• Participated in team meetings and discussions to enhance production processes and identify areas for improvement
• Maintained a safe and organized work environment, following all safety protocols and guidelines
• Collaborated with supervisors and colleagues to meet production targets and deadlines
• Received training and professional development opportunities to enhance technical skills and expertise in the CVJ department.

• Conducted interviews with residents in designated areas, explaining the purpose of the Census, asking questions, and recording their responses
• Visited assigned neighborhoods, actively engaging with residents by knocking on doors to encourage their participation in the Census
• Maintained detailed records of hours worked, miles driven, and expenses incurred, ensuring accuracy for reporting purposes
• Regularly met with my supervisor to review procedures, report any issues or concerns, and receive instructions to enhance the Census process.