Kamarul Ariffin Bin Amin
System Engineer & Service Delivery Associates
Kuala Lumpur
Summary
Forward-thinking professional offering more than 10 years of experience working in fast-paced environments. Expertise in planning, installing and maintaining large-scale systems and infrastructures. Proven leader with success in building strong teams.
Astute System Engineer offers dynamic, diverse skillset developing and installing imperative systems. Over 10 career years, oversaw dedicated technical teams and researched necessary deployments to optimize organizational output. Experienced managing cloud products and services within over-arching technology infrastructure. Knowledgeable resource for mandated regulatory and safety procedures to maintain equipment and software effectiveness.
Organized Service Delivery Associates with 2 years of industry experience. Good customer service, communication and prioritization skills. Excellent history of maintaining efficient schedules and operating with zero incidents.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
13
13
Certifications
Work History
Service Delivery Associates
Mesiniaga Berhad
01.2023 - Current
- Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
- Owns delivery of service through service delivery team across number of services including Managed Print Services, Reprographics
- Relationship management of all key clients in challenging environment, including senior stakeholders and Management of regular contractual meetings
- Knowledgeable of major storage vendor support structure, on-line support tools/systems, knowledge databases, and escalation procedures
- Ability to build strong working relationships across all levels within organization with strong verbal, written communication, and organizational skills
- Identification of process improvement and management of change
- Create coordination and collaboration with other teams to support development activities
- Escalation management combined with executive communication
- Send reports to Department/customer and tracking key performance metrics
- Highly organized and ability to effectively multi-task and plan/manage deliverables
- Knowledge of field workforce scheduling for field engineering workforce highly desirable
- Ensure all security incidents are reported and report any security breaches or exposures with the proposed action plan.
- Maintained thorough documentation of all service-related activities, ensuring accurate record-keeping for future reference or audits.
- Updated clients about status of their projects regularly through effective communication channels such as email or phone calls, establishing trust in the process.
Cloud Engineer
Extremax
10.2021 - 12.2022
- Used metrics to monitor application and infrastructure performance.
- Reduced server downtime by proactively monitoring cloud resources and addressing potential issues before they escalated.
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
- Implementer as System Engineer to migrate all current on prem Atlassian products to Atlassian Cloud
- In responsibilities research and plan on the migration.
- Implement development environment for testing in Amazon EKS
- Responsible for Implementing and/or Maintaining cloud infrastructure in AWS, Azure and Google Cloud for Xtremax Customer
- Provide support related to customer issues with the Cloud Infrastructure.
- Work closely with IT security to monitor privacy and develop incident-response procedures
- Secondary onsite support for desktop support for Malaysia local base office
System Engineer & Team Lead
(MIDA) MESINIAGA BERHAD
02.2018 - 09.2021
- Lead an IT Team and ensure deliverables, SLA, and customer expectation are on track
- Responsible for driving technical services resolution and maintaining high levels of customer satisfaction through providing post-sales technical support to customers
- Participate in proposal, project implementation, provide systems engineering support for customers in 24x7 arrangements and knowledge transfer
- Conduct problem management and produce clear and detailed explanations and remedial actions taken for network services outage
- Administer, configure, update, maintain, and manage any data center configuration request and ensure infrastructures inclusive servers & network availability in accordance with the agreed SLAs
- Act as Project Coordinator by managing upgrade and refresh projects and ensure project milestones are meeting deadlines
- Exposed to working with various issue severities, engaging specialized teams, close deadlines
- Perform daily, weekly, and monthly health checks on DC equipment and peripherals and perform monthly preventative maintenance and generate a report upon completion of task
- Manage ad-hoc requests and matters related to back-end support
- Coordinate projects: AD Upgrade, Firewall Upgrade (Clavister Netwall w30 pro), System Monitoring (SolarWinds), WSUS.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
System Engineer
(MDEC) Mesiniaga Berhad
03.2016 - 01.2018
- Active Directory Migration: Analysis and planning for details of source content, metadata, security, identify customization level
- Define validation strategy, performing test migrations, finalizing migration strategy and production, implement architectural enhancement
- Validation with verification of mapping, security, metadata, and content data
- Perform Active Directory migration with full tested and sign-off documentation
- Managing Azure Platform for development and deployment concepts
- Familiarity with Azure deployment tools, process, methods, and troubleshooting
- Handle escalated Support tickets till closure for MS Azure IaaS platform.
- Resolved issues and escalated problems with knowledgeable support and quality service and managed over 10 customer calls per day
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
System Engineer
(PCMP) Mesiniaga Berhad
01.2015 - 03.2016
- Provide Level-2 & 3 support critical areas such as operating system (Wintel/Linux/Unix), storage & backup, network security & infrastructures
- Plan activities, acquire resources, and prepare test environment
- Prepare migration support document for Shared servers' movement to shared server environment
- Perform Shared server migration together with sign-off documentation
- Perform backup support such as backup tape rotation, status monitoring & restoration
- Managing Hyper-V farm that connected to DELL 290 Compellant Storage
- Managing VMware farm that connected to HITACHI G400 Storage
- Analysis and plan the upgrade of storage, Hyper V & Dell Compellant by consolidating the storage capacity details to ensure sufficient data grow within 5 years of usage.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
System Administration Analyst
DELL | GLOBAL BUSINESS CENTER SDN. BHD.
01.2013 - 02.2015
- Support and manage Server Support Queue (within target resolution SLA and OLA)
- Support and manage server tickets escalation process and task-ticket end-to-end closure accountability
- Support and manage remote supportable HW/OS Break-fix, change ticket implementation requests and managed over 30 customer calls per day.
- Support and manage remote supportable Work order/Service Requests
- Troubleshooting tickets using BMC remedy
- Support remote OS reimage requests, perform manual post-install OS pre-production audit requests
- Support SLA Metrics reporting and ticket resolution process improvement initiatives (Analyze and improve on SLA, resolution time, response time)
- Support ITIL/ITSM incident and problem management initiatives and comply with Global standard and compliance practice
- Managing server operations, infrastructure, and support Linux/Wintel servers
- Managing File Permission, FTP services, NFS Stale, Mounting NAS and NFS
- Managing CRS, checking CRS status, CRS permission in NAS, restart CRS services
- Collecting TCP dump to capture packets transfer through network layer
- Configure and manage IP Address, Gateway, DNS, and network connection
- Remote Support Print service/File Share services server function
- Perform file system cleanup, Locate the large file, purge file, and trim file
- Managing OMSA services for Dell servers, Dell Storage, and Dell Hardware
- Remote support deployment of Global standard audit functions
- (Access rights, asset tagging, system setting validation/audit functions)
- Maintenance, performance, tuning, and testing of servers for proper functioning
- Develop technical documentation, perform Brownbag cross-training and technical lesson learned lessons with peers and other cross-function groups
- Lead and manage customer experience issues as well as complex technical issues.
Technical Engineer
GLEXIM SDN BHD
03.2011 - 12.2012
- Responsible for supporting hardware/software for KWSP infrastructure that connected to banking environment
- Responsible for performing troubleshooting and Implementation of EPF kiosk
- Planning for maintenance schedule for every quarter of the year
- Responsible for monitoring, maintaining, and troubleshooting data and voice networks respond to messages, alarms, or problems identified by monitoring/management tools
- Provide 1st & 2nd level monitoring and support services to resolve EPF kiosk troubleshooting issues
- Provide support for RHB Bank, AmBank, Maybank, OCBC bank, HSBC bank, and CitiBank for KWSP (EPF) Smart Kiosk, and also Mobile Kiosk
- Troubleshooting & maintenance of PC (Desktop) and Printer
- Project: RHB Bank and RHB Easy Outlet, EPF Kiosk
- Role: Technical Engineer
- Site visit, design, planning, install, troubleshoot, maintenance software, hardware, and commissioning and prepare documentation
- HSBC Bank, EPF Mobile Kiosk
- Role: Technical Engineer
- Site visit, planning, configuration the machine network base using dongle, propose to the client of the network using dongle, install and commissioning and prepare documentation
- Provide technical training and consultation to the customer
- CITIBANK, EPF Mobile Kiosk
- Role: Technical Engineer
- Site visit, planning, configuration the machine network base using Cisco router, install and commissioning and prepare documentation
- Provide technical training and consultation to the customer
- MAYBANK One, EPF Kiosk
- Role: Technical Engineer
- Site visit, design, planning, install, troubleshoot, maintenance software, hardware, and commissioning and prepare documentation
- Fabrication
- Role: Technical Executive
- Site visit, planning, design assessment, checking the Materials selection and specification part, powder coating materials, fabrication specification, inspection specification, maintenance optimization, and preparing the documentation.
- Identified and corrected system faults to minimize operational system downtime.
- Implemented quality control measures to ensure the highest level of product integrity and reliability.
Field Engineer
HP Enterprise Business, Hewlett-Packard (M) SDN
11.2009 - 02.2011
- Responsible for the repair and maintenance of printers, monitors, scanners, hardware, loading new software and systems on existing equipment
- Responsible for performing troubleshooting activities prior to the implementation of new systems and also tested systems to ensure the elimination of bugs or viruses
- Responsible maintenance and performing for lotus note 7
- Handle with Novell server, using for Pc checker and POS Cash Register
- Maintenance HHT and BHT hardware & SIETO system for Cash Register
- Window Server System administration with knowledge Windows Active Directory, TCP/IP protocol, Web Services (IIS), DNS & DHCP
- Installation & configuration of LAN (Win NT, Win 2000)
- Provided technical support, including identifying problem incidents with their subsequent resolutions
- Installation of Operating Systems Win98, Win XP, Win NT, Win 2000, Win 2003 and DHCP, DNS WINS, IIS, etc.
- Installation & configuration
- Administered creation of IT accounts and computer systems and offered support
- Ensured functionality of desktop systems throughout departments through frequent evaluations and routine maintenance
- Provide TCP/IP address and IP addressing for hardware in Vlan.
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
- Provided review of design modifications and requests for clarification.
Education
Bachelor of Science (Hons.) Networking & Data Communications - Information Technology
UNIVERSITI TEKNOLOGI MARA
Shah Alam, Selangor, Malaysia 01.2010 - 04.2014
Diploma in Information Technology Networking -
PUSAT LATIHAN TEKNOLOGI TINGGI (ADTEC)
Batu Pahat, Johor, Malaysia 01.2008 - 04.2009
Certificate in Information Technology Networking -
LATIHAN PERINDUSTRIAN(ILP)
Kuala Langat, Selangor 01.2006 - 04.2007
Skills
Troubleshooting
IT Infrastructure
Hardware and software installation
System Engineering
Technical Support
Technical Analysis
Systems Analysis
Network infrastructure administration
Incident Management
Project Management
Server Management
Cloud services
Virtualization Technologies
IT Management
Driving License
B and D
Certification
MS20412 - Configuring Advanced Windows Server 2012 Services
Health
Excellent
Language
Malay & English
Personal Information
- Age: 36
- Ethnicity: Malay
- Height: 170cm
- Weight: 100 kg
- Date of Birth: 08/04/88
- Gender: Male
- Nationality: Malaysia
- Marital Status: Marriage
References
- MOHD KHIR NOOREIN BIN MD SALEH, Service Manager, Mesiniaga Berhad, Menara Mesiniaga 1A, Jalan SS 16/1, Subang Jaya, Malaysia, +6019 272 9052, Khir@mesiniaga.com.my
- ASARUDDIN BIN SABRAN, Senior Data Network Specialist at Roche Services (Asia Pacific) Sdn. Bhd, Level 14, The Pinnacle, Persiaran Lagoon, Bandar Sunway
47500 Subang Jaya, Selangor, Malaysia, +6012 277 1121, asaruddin@gmail.com
Timeline
Service Delivery Associates
Mesiniaga Berhad
01.2023 - Current
Cloud Engineer
Extremax
10.2021 - 12.2022
System Engineer & Team Lead
(MIDA) MESINIAGA BERHAD
02.2018 - 09.2021
System Engineer
(MDEC) Mesiniaga Berhad
03.2016 - 01.2018
System Engineer
(PCMP) Mesiniaga Berhad
01.2015 - 03.2016
System Administration Analyst
DELL | GLOBAL BUSINESS CENTER SDN. BHD.
01.2013 - 02.2015
Technical Engineer
GLEXIM SDN BHD
03.2011 - 12.2012
Bachelor of Science (Hons.) Networking & Data Communications - Information Technology
UNIVERSITI TEKNOLOGI MARA
01.2010 - 04.2014
Field Engineer
HP Enterprise Business, Hewlett-Packard (M) SDN
11.2009 - 02.2011
Diploma in Information Technology Networking -
PUSAT LATIHAN TEKNOLOGI TINGGI (ADTEC)
01.2008 - 04.2009
Certificate in Information Technology Networking -
LATIHAN PERINDUSTRIAN(ILP)
01.2006 - 04.2007