Harfidzul Fareez Abd Wahab

Messaging/M365 Team Level 3 - International SOS Account,Dec 2023 - April 2025

• Technical leadership in resolving technical issues and managing/leading the L1/L2 Engineers
• Monitor/manage the ticket queue to ensure all engineers meet the SLA
• Preparing M365 Billing Report for client, Monthly KPI Report for the Team
• Participate in escalation calls (P1/P2) for critical incidents and drive end-to-end to restore services back to normal operations
• Own and deep dive the incident root cause analysis(RCA) for problem management
• Involvement in Change Management – raise a change, present it to TAB/CAB, and implement it
• Manage Microsoft 365 escalations and complex incidents by ensuring the service is resumed within the defined Service Level Agreement (SLA)
• Administer, troubleshoot, and resolve issues related to Microsoft 365 Services (including but not limited to Teams, Exchange Online, SharePoint Online, and OneDrive for Business) and On-Premise Exchange servers (e.g
• 2013, 2016, 2019)
• Managing/administering Defender & Purview in 365(known as security & compliance.)
• Troubleshoot and resolve (or workaround) issues integrated with other Microsoft 365 products and services (including but not limited to Microsoft Azure Active Directory Connect (AADC), Active Directory Federation Services (ADFS), Microsoft 365 Modern Authentication, Microsoft 365 Apps, Microsoft Intune/Endpoint etc.)
• Tasks involve in Mail hygiene activity (e.g
• Exchange Online Protection (EOP), ProofPoint etc.), eDiscovery, message tracing, connection filtering, transport rules, whitelisting/blacklisting and message quarantine
• Administer and maintain integrity and performance of the On-Premise Active Directory and its infrastructure across multiple forests, including AD Objects, Group Policy Objects, DNS and replication
• Export report related to the Active Directory Objects via Script
• Perform bulk acc creation/termination requests and AD Objects via a script following the change process
• Perform Exchange Server patching (CU/SU) and manage/ maintain /config the Exchange Hybrid Servers, Edge Servers and Mailbox Servers
• Administer/Manage domain registrar to update the DNS records
• Proofpoint admin (Mail gateway)
• Mailbox migration
• Involve in SOW and high-level requirements review for a new account

• Administer and maintain integrity and performance of Active Directory and its infrastructure across multiple forests.(ADDS,ADFS,AAD)
• Monitoring, provisioning, deploying, upgrading, and decommissioning Active Directory associated technologies and services
• Experience in Microsoft Active Directory (AD) concepts such as replication, Sites and Services, DNS, Trusts, Active Directory object and attributes, LDAP, Global Catalog, Group Policy, Group Policy Objects, FSMO Roles, permissions, scoping, and link order
• Migration of Active Directory Domain Services from Server 2012R2/2016 to 2016/2019
• Active directory sites design/replication
• Develop, deploy, and troubleshoot on Group Policy and DNS
• Troubleshoot on ADFS and ADFS Proxy
• Perform extensive Active Directory/Exchange/M365 Assessment for infrastructure health check and report
• Single Sign-On with Azure AD and other services for seamless integration
• IIS troubleshooting
• SAML/SSL cert renewal
• Servers patching/update
• Planning, provisioning, deploying Office 365
• Experience Office 365 migrations and hybrid solutions
• Migration from on-prem/Cpanel to Office 365
• Experience in synchronizing directory from on-prem to Office 365 using different identities as per business needs
• Experience in M365 Security and Compliance by managing Data Lost Prevention and Data Governance
• Proficient in message tracking and troubleshooting to resolve mail delivery including mail routing issues
• Experience in administering Exchange Online using ECP(Exchange Control Panel) or EAC(Exchange Admin Center)
• M365 DLP cross-tenant migration
• M365 Threat policies( EOP) configuration/Management
• Responsible for all components of Office 365 and EM+S
• Administer daily tasks both on-prem and cloud environment using powershell
• Microsoft Intune deployment
• Responsible for documentation of the Microsoft O365/Exchange and Messaging-computing environment

• Provide support for small Business & Enterprise Microsoft 365
• Planning/deployment for new setup of Microsoft O365 Tenant
• Planning/deployment for migration of on-prem AD to AzureAD, on-prem Exchange to Online Exchange
• Setup & configuration of Microsoft 365 ATP/EOP – Safe Attachments, Safe Links, Anti-Phishing, Anti-Malware, Anti-Spam
• Creating & configure Microsoft 365 Policies - Data Lost Prevention(DLP), Retention, Data Classification & Sensitivity Label
• Microsoft Intune enrolment for MDM/ADM – Endpoint security policies, Device Compliance Policies, Conditional Access policies, Apps Policies
• Microsoft Teams – Manage Teams/config policies for Meeting, Messaging, Voice, Org-wide Access Control
• Microsoft Sharepoint – Config sharing & access control policies for Sharepoint/OneDrive, delete sites, Compliance
• Power Apps/Automation – To manage Power Platform Admin Center & governance, provisioning new environment, manage users role/security role, creation of DLP policies, monitor capacity
• Power BI – To manage Power BI Portal, license assignment
• To provide technical support & administrative for O365 clients tenant – user acc/access management, license assignment(E1/E3/E5), multi factor authentication(MFA), mail flow issues
• Provisioning of Azure Database for MySQL server, Azure VM, Azure VNET, & Azure Storage Acc
• Administer and maintain integrity and performance of Active Directory and its infrastructure across multiple forests.(ADDS,ADFS,AAD)
• Monitoring, provisioning, deploying, upgrading, and decommissioning Active Directory associated technologies and services
• Experience in Microsoft Active Directory (AD) concepts such as replication, Sites and Services, DNS, Trusts, Active Directory object and attributes, LDAP, Global Catalog, Group Policy, Group Policy Objects, FSMO Roles, permissions, scoping, and link order
• Migration of Active Directory Domain Services from Server 2012R2/2016 to 2016/2019

• Company Overview: (Reason for leaving : Retrenchment/VSS)
• Business and office application support.(2000 users – Central & Southern region Malaysia, Melbourne and South Africa Site Office)
• Administer and maintain integrity and performance of Active Directory and its infrastructure across multiple forests.(ADDS,ADFS,AAD)
• End users support - resolving various technical issues (IT related matters)
• PIC-Single Point of Contact for non-office hours and weekend
• PIC-Single Point of Contact for C-Suites(ICT related matters)
• Manage ICT fixed asset management (master asset listing)
• Perform Infrastructure Health Check and report the status to the Team
• O365 Deployment – Hybrid / Full cloud – Tenant admin - security & compliance policies config, license assignment, etc
• Azure AD admin – To add new user, MFA enforcement etc
• Online Exchange admin - resolving various technical issues related to email flow, email migration to Cloud etc
• Run & maintain daily backup for DPM/VEEAM & SYNOLOGY
• Perform Hyper-V health check to ensure all hosts are up and running
• Cisco IP Phone - Configure & provisioning
• Champion for the Video Conferencing system-manage all VCs system and to ensure all services are up & running
• Involved in AD Domain migration – Using ADMT
• On-prem AD -GPO enforcement
• To create/update user access for single-sign on
• (Reason for leaving : Retrenchment/VSS)

• Company Overview: (Reason for leaving : Better career growth opportunities)
• Project Management
• Monitor and liaise with contractor and client to ensure project schedules are met
• Manage the project schedule, site construction, budget and quality of project implementation
• Handle documents and keep track of project progress
• Responsible for project planning, execution, cost control, submission of various project reports and documentation works
• Liaise with subcontractors on the project issues and solve the problem when occurred
• In-charge of daily progress on site, reporting on the site meetings, liaison and coordination of site works
• Perform commissioning, troubleshooting and maintenance work at customer site
• Conduct Preventive Maintenance and Calibration Service
• Attend emergency visits to customer site upon request
• Monitor and provide technical advice to customer
• (Reason for leaving : Better career growth opportunities)

• Company Overview: (Reason for leaving : Better career growth opportunities)
• Provide remote surveillance capabilities for monitoring the Network and the Alarm systems for Maxis Next Generation Broadband(NGBB)
• Responsible for 24x7 network element surveillance and fault resolution
• Responsible to provide single point of contact (SPOC) to operator’s Customer Care Centre and other related departments and inform them for any on-going activities that may cause service disruption
• Event management including trouble ticket management
• Perform first level troubleshooting and analysis on the fault detected during network surveillance activities
• Escalate the fault to Second level support if the fault failed to be restored within the agreed SLA (Service level agreement time)
• Handle customer complaints related to technical issue escalated from Technical Helpdesk and inform Technical Helpdesk upon resolving.(Inclusive connectivity issues and VOIP issues)
• Dispatch and direction of field operation staff – Dispatch work order to field operation staff for any onsite requirement and provide troubleshooting direction to field operation staff
• Perform the function of technical helpdesk to receive and acknowledge customer complaint
• Performance reporting – provide reports on alarm or events that have occurred
• Network Element Involved - Huawei RM9000, U2000
• (Reason for leaving : Better career growth opportunities)

• Company Overview: (Reason for leaving : Career change from current industry to a different Industry)
• Attend to customers technical complaints promptly through all approved communication channels and tools
• Monitor and track customer failure trends so that major product and quality issues can be identified and addressed timely
• To investigate customers complaint promptly, determine nature & extend of problems and recommend remedial measures
• To provide technology consultancy, solutions, suggestions, recommendations or any possible work around customers
• To work closely with Technical Support Team and Level 3 Technical team to provide solution components to resolve customer problems
• Meeting with superiors and team to maintain teamwork within the team and understanding the direction of the individual, team
• (Reason for leaving : Career change from current industry to a different Industry)

• Company Overview: (Reason for leaving : Better career growth opportunities)
• (Reason for leaving : Better career growth opportunities)