Hezmal Mohd Yatim
Cheras Baru,Kuala Lumpur
Summary
CAREER OBJECTIVE / GOALS:
Customer service and software support analyst with more than 15 years experience from Telco, tobacco and Oil&Gas retail industry. Currently pursuing a Masters Degree in Occupational Safety Health and Risk Management. Seeking to venture in to OSH and to demonstrate leadership along the process.
Overview
1
1
Certification
4
4
years of post-secondary education
21
21
years of professional experience
Work History
Software Support Analyst
ORBIS Tech Asia Sdn Bhd
, Kuala Lumpur
02.2013 - Current
- Functioning as L3 support that receives escalations from L2 support (Strateq Technologies for Singapore market - SPC 40 sites and ECL for NZ market - Mobil 180 sites.
- Perform First Time Resolution (FTR) for issues from L2 support.
- Perform database maintenance - optimizing on Index and Archiving.
- Maintained and updated troubleshooting documentation to keep the team up to speed.
- Used remote access software for connectivity purposes to client's site, including VPN, Beyond Trust Remote Access and TeamViewer.
- Provided technical support for petroleum retail automation software-related problems through email, telephone and hands-on support (remotely).
- Diagnosed and resolved Back Office System (BOS), Point of Sales System (POS) and pump related issues (Regulus Forecourt Controller) to ensure smooth operation and trading at petrol station.
- Responsible to ensure BOS and POS system upgrade carried out smoothly.
- Initial assessment on Change Request (CR).
- Tested new releases prior to deploying to clients production environment to assist development team to identify if there is any bug in the latest version.
- Documented all issues and support interactions in JIRA for future reference and addition to knowledge base.
- Worked with software development team on existing system for reported errors and bugs.
- Released software and assisted in deployment of release/ bugs fixes.
- Attended meeting with clients for updates.
Global Service Desk Team Leader
British American Tobacco (BAT GSDKL)
, Kuala Lumpur
10.2006 - 01.2013
- To monitor helpdesk support 38 service lines by means of monitoring the logging and resolving incidents by the service desk executives.
- Ensuring the service desk Executives respond to end user's phone call and e-mail requests.
- To receive, interpret internal escalations.
- Managing high priority incidents in terms of coordinating different teams in addressing the issues as well as managing the Service Interruption Tracker (SIT) that needs to be communicated in timely manner to all concerned stake holders and users.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Measured customer support success with clear metrics to attain 90% monthly for First Time Resolution (FTR) goal.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Follow through on P1 to P4 incidents and updates all relevant parties.
- Prepare ageing reports, performance report and incident analysis on monthly basis to all service line managers.
Technical Helpdesk Executive
Vads @ CELCOM
, Kuala Lumpur
04.2005 - 09.2006
- Assisted customers to use GPRS, 3G, Mobile Data, Mobile Fax and Internet connection.
- Assisted customers to set up mobile phones for the usage of GPRS, 3G, Mobile Data, Mobile Fax and Internet connection and also setting up mobile phones as modem.
- Developed more knowledge on how mobile services can provide platform for GPRS, 3G, Mobile Data, Mobile Fax and Internet users.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Non Executive
Peremba Construction
, Putrajaya
02.2000 - 03.2005
- Handled account maintenance for Peremba projects ; Boulevard Putrajaya, Cyberjaya Roadworks, Wetland Putrajaya, Upgrading at Dataran Putra Putrajaya, Sungai Klang Flood Mitigation Project and Sungai Tampoi Project at Dengkil.
- Responsible to prepare the payment account for the sub-contractors involved, invoice posting, cheque release, document control and reports.
- Familiar with IFCA application for account preparation.
Education
Master's - Safety And Health Risk Management
Open University Malaysia (OUM)
Shah Alam 09.2020 - Current
Matriculation - Science With Biology: Science
Universiti Kebangsaan Malaysia (UKM)
UKM Cawangan Sabah 06.1996 - 07.1997
Sijil Pelajaran Malaysia (SPM) - Science
Sekolah Menengah Kebangsaan Kamunting, Perak
Kamunting, Perak 01.1994 - 12.1995
Skills
Application supportundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
SAFETY AND HEALTH OFFICER CERTIFICATE - NIOSH - [Timeframe]
Timeline
Master's - Safety And Health Risk Management
Open University Malaysia (OUM)
09.2020 - Current
SAFETY AND HEALTH OFFICER CERTIFICATE - NIOSH - [Timeframe]
10-2017
Software Support Analyst
ORBIS Tech Asia Sdn Bhd
02.2013 - Current
Global Service Desk Team Leader
British American Tobacco (BAT GSDKL)
10.2006 - 01.2013
Technical Helpdesk Executive
Vads @ CELCOM
04.2005 - 09.2006
Non Executive
Peremba Construction
02.2000 - 03.2005
Matriculation - Science With Biology: Science
Universiti Kebangsaan Malaysia (UKM)
06.1996 - 07.1997
Sijil Pelajaran Malaysia (SPM) - Science
Sekolah Menengah Kebangsaan Kamunting, Perak
01.1994 - 12.1995
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