Ivy Pei Zhen Cheah
Senior Analyst, Incident And Problem Management
Kuala Lumpur
Summary
Over 22 years of experience in telecommunications and IT, combining strong analytical, communication and presentation skills with expertise in incident management and problem resolution, effectively engaging senior stakeholders while bridging technical knowledge and cross-functional collaboration to deliver customer-focused results.
Thorough Senior Analyst with over a 23 year background in Telco. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management.
Overview
23
23
years of professional experience
8
8
Certificates
Work History
Senior Analyst, Incident and Problem Management
YTL Communications Sdn. Bhd.
05.2015 - Current
- Manage end-to-end incident and problem management operations by overseeing ticketing systems, enforcing ITIL processes, coordinating crisis response, facilitating senior-level communications, performing trend analysis and reporting, ensuring policy compliance, and driving issues through to resolution.
Problem Coordinator
Atos Services (M) Sdn. Bhd.
03.2013 - 04.2015
- Lead and coordinate end-to-end Problem Management activities across service lines by driving RCA, SLA/KPI compliance, process improvements, stakeholder communication, escalation management, reporting, testing coordination, and Change/CAB governance to ensure timely and effective resolution of issues.
Senior Engineer Technical Specialist, Service Network
Packet One Sdn. Bhd.
03.2009 - 02.2013
- Drive business process optimization and network performance analysis by managing data warehousing and automated reporting, analyzing system alarms and customer experience metrics, delivering actionable insights and cross-functional recommendations to management, and supporting telecommunications operations in collaboration with vendors such as Alcatel-Lucent, ZTE and Huawei.
Account Executive
Lifetech Net Sdn Bhd Sdn. Bhd.
11.2007 - 02.2009
- Provide comprehensive finance and administrative support by managing full-set accounts and financial reporting, assisting with tenders and audits, overseeing billing and tax computations, and handling HR and corporate secretarial functions to ensure smooth organizational operations.
Admin and Account Executive
Symmetrical Wealth Management
03.2007 - 11.2007
- Manage full-set accounting and financial reporting, corporate secretarial duties, basic IT support, and end-to-end event coordination, including organizing exhibition booths for Harvard Business Review, ensuring smooth administrative and operational execution.
Property Rental Officer
Metroplex Berhad
01.2003 - 02.2007
- Oversee property rental administration by preparing management and financial reports, coordinating legal and financing matters, negotiating tenancy renewals, supervising staff, enhancing CRM processes, and ensuring smooth operations through proactive stakeholder engagement and issue resolution.
Education
Bachelor of Art in Business Admin (Hon) 3+0 - Business
University of Wales
U.K.12-2011
HND in Business Information Technology - Information Technology
University of Wales College Newport (UWCN)
U.K.10-2002
Skills
Client management
Performance monitoring
Data analysis
Financial modeling
Analytics program experience
Advanced Excel
Report preparation
Certification
April 2012: ITIL V3 certified from APMG-International
Timeline
AMERICAN BOARD OF NLP (ABNLP)
11-2025
Senior Analyst, Incident and Problem Management
YTL Communications Sdn. Bhd.
05.2015 - Current
Problem Coordinator
Atos Services (M) Sdn. Bhd.
03.2013 - 04.2015
April 2012: ITIL V3 certified from APMG-International
04-2012
May 2011: Microsoft Excel (Functions and Formulas) from Centrilinc
05-2011
April 2011: Microsoft PowerPoints 2007 (Creating Effective Presentations) from Centrilinc
04-2011
July 2009: WIMAX NPO Operation from Alcatel-Lucent University Timisoara
07-2009
March 2009: Certificate Competency Practical Accounting (CCPA) from University Malaya
03-2009
Senior Engineer Technical Specialist, Service Network
Packet One Sdn. Bhd.
03.2009 - 02.2013
Account Executive
Lifetech Net Sdn Bhd Sdn. Bhd.
11.2007 - 02.2009
August 2007: 21st Century Marketing by Professor Dr. Philip Kotler at University Putra Malaysia
08-2007
Admin and Account Executive
Symmetrical Wealth Management
03.2007 - 11.2007
Property Rental Officer
Metroplex Berhad
01.2003 - 02.2007
December 2002: MLVK Certificate of System Computer (D-041-2) from College Unikop
12-2002
HND in Business Information Technology - Information Technology
University of Wales College Newport (UWCN)
Bachelor of Art in Business Admin (Hon) 3+0 - Business
University of Wales