MOHAMAD HAFIZ BIN ZAABAH
JOHOR BAHRU
Summary
IT and manufacturing operations professional with extensive experience in network management, IT security, and process optimisation. Proven ability to troubleshoot incidents and manage automation systems, resulting in enhanced operational efficiency and reduced downtime. Expertise in IT/OT security, structured cabling, and end-user computing support across various industries. Focused on driving innovation and maintaining system reliability in dynamic environments through effective project leadership and compliance with industry standards.
Overview
13
13
years of professional experience
Work History
Manufacturing Operation Technology
SABIC Innovative Plastics Singapore Pte Ltd
09.2024 - 01.2026
- Monitored production lines and equipment performance to ensure operational efficiency.
- Provided technical support for day-to-day production issues, minimising downtime.
- Troubleshoot and resolve equipment or process breakdown quickly.
- Assist in machine calibration and performance validation.
- Lead and support projects to improve productivity, quality and safety.
- Identified root causes of production inefficiencies and implemented corrective actions to enhance workflow.
- Work with maintenance teams to ensure equipment reliability.
- Schedule and track preventive maintenance activities on PLCs and SCADA systems.
- End-user computing support such as workstation setup, troubleshooting hardware and software issues, OS support, user access assistance, peripheral support, and coordination with IT teams.
- Awareness of common manufacturing cyber threats such as ransomware, unauthorised USB usage, phishing attacks, and malware targeting production systems.
- Basic understanding of IT/OT security concepts, including the separation of office IT systems and manufacturing/production networks to reduce cyber risk.
Advanced Response Center, Technical Support (Tier 1)
NEC Asia Pacific Pte Ltd
06.2023 - 02.2024
- Acted as first point of contact for users seeking technical assistance via phone or email.
- Conducted troubleshooting using diagnostic techniques and targeted questions to identify user issues.
- Guided users through problem-solving processes to resolve technical issues effectively.
- Determined the best solution based on the issue and details provided by users.
- Managed user access requests (AD account creation, password resets, group membership, email access) through approved ServiceNow/Remedy workflows.
- Record events and problems and their resolution on the ticketing system such as ServiceNow and Remedy.
- Follow up and update users' status and information.
- Direct unresolved issues to the next level of support personnel.
IT Specialist (Support)
NTUC Fairprice Pte Ltd
04.2022 - 04.2023
- Delivered first-level support for account locks, password resets, and IT equipment troubleshooting, enhancing user access and functionality.
- Managed incidents, service requests, and tasks in Jira, ensuring accurate categorisation, prioritisation, and timely resolution to maintain service quality.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by users.
- Guided users through problem-solving processes, improving resolution times and user satisfaction.
- Direct unresolved issues to the next level of support personnel.
Desktop Engineer
NCS Pte Ltd
05.2018 - 04.2020
- Provided daily support for desktop and laptop hardware and software issues, ensuring minimal downtime for users.
- Diagnosing, troubleshooting and resolving all IT technical issues.
- Provided support for troubleshooting technical issues on teacher devices.
- Supported and troubleshot school devices including printers, projectors, and AVA system, enhancing classroom functionality.
- Assisted in managing AVA system for morning assemblies, facilitating smooth operations and timely presentations.
- Logged, categorized, and resolved incidents and service requests using ServiceNow and BMC Remedy, ensuring compliance with SLA and ITIL processes.
IT Supervisor
SH Communications & Technologies SDN BHD
01.2014 - 03.2018
- Troubleshot and repaired CCTV and door access systems, ensuring continuous operational efficiency.
- Installed CCTV and door access systems at multiple locations, enhancing security for Onsite Company.
- Guided customers in system usage from initial setup, providing 24-hour support for optimal functionality.
IT Technician
Hubris Expert SDN BHD
01.2013 - 12.2013
- Troubleshot and repaired laptops and computers to ensure optimal functionality.
- Reformatted and installed Windows on refurbished laptops and computers for improved performance.
- Facilitated sales of computer accessories to enhance customer experience and meet individual needs.
Education
Diploma - Information Technology (Programming)
Polytech Sultan Mizan Zainal Abidin
Dungun, TerengganuSkills
- Network management
- Network security
- Computer networking
- Wireless networking
- Structured cabling expertise
- Operating systems knowledge
- Automation systems
- Software installation
- Computer maintenance
- Process optimisation
- Incident management
- Office applications
- PowerPoint and Excel
- Visio and Access
- Word processing skills
- IT security
- Willingness to learn
Languages
English
Advanced
C1
Interests
- Playing team sports
- Coding side projects and electronic
Timeline
Manufacturing Operation Technology
SABIC Innovative Plastics Singapore Pte Ltd
09.2024 - 01.2026
Advanced Response Center, Technical Support (Tier 1)
NEC Asia Pacific Pte Ltd
06.2023 - 02.2024
IT Specialist (Support)
NTUC Fairprice Pte Ltd
04.2022 - 04.2023
Desktop Engineer
NCS Pte Ltd
05.2018 - 04.2020
IT Supervisor
SH Communications & Technologies SDN BHD
01.2014 - 03.2018
IT Technician
Hubris Expert SDN BHD
01.2013 - 12.2013
Diploma - Information Technology (Programming)
Polytech Sultan Mizan Zainal Abidin