Mohd Azim Azral Mohd Khushairi
Senior End User Support Engineer
Jenjarom
Summary
Dynamic IT Engineer with a decade of experience in IT support and management, specializing in leading teams to deliver exceptional on-site client support. Proven track record of enhancing operational efficiency and driving successful project outcomes through effective team collaboration and innovative problem-solving. Committed to continuous professional development and eager to leverage expertise in a new role that fosters growth and contributes to impactful projects. Prepared to bring a strong blend of technical skills and leadership abilities to drive success in a forward-thinking organization.
Overview
11
11
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Senior End User Support Engineer
WPP
08.2025 - Current
- Provide on-site/remote support to the WPP agencies located in Kuala Lumpur.
- Ensure IT deskside operations and all standard technology services including AV are delivered as needed.
- Develop excellent relationships with key internal stakeholders (HR, Finance and Admin).
- Lead a customer-centered culture, championing activities to empower end users to get maximum utilization of IT, including organizing training programmed and the appointment super-users in relevant technology spaces.
- Educate the business on how to use the IT service and maximize benefits.
- Educate the business about IT policies, procedures, security, and compliance.
- Onboarding and offboarding of new and departing employees, including user account administration.
- Level 2 and 3 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and stakeholder management throughout the resolution process.
- Escalation of issues to Infrastructure and/or Management teams as needed.
- Manage simple user and office relocations.
- Supervise and assist with deployment of new hardware and software to end users.
- Subject Matter Expert for unique line-of-business technologies.
- Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures.
- IT asset management inventory.
- IT asset procurement and Life cycle management and support the business drive down IT costs.
- To establish strong relationships with all the IT functions within the WPP IT operating model to ensure the needs of their location are fulfilled.
- Support WPP Global in promoting global standards and ensuring local implementation
- Support other IT teams with IT changes and ensure global infrastructure/ OpCo programmed are localized and executed to plan.
- Support local IT compliance activities.
- Own escalation management and have direct access all third-party suppliers to ensure operational services meet business requirements.
- Availability where necessary for out-of-hours support.
Onsite Engineer
KYNDRYL
11.2021 - 07.2025
- Led a team of engineers to deliver consistent support and maintain high standards.
- Developed a knowledge base to streamline processes and ensure quality.
- Enhanced IT services for 800+ end-users, driving client satisfaction for a Digital Marketing Agency.
- Managed network and voice infrastructure (CISCO) and client assets, including forecasts and vendor relations.
- Provided remote support (LogMeIn) and end-user hardware/software assistance.
- Deployed and managed Windows and Mac devices using Intune and Kandji.
- Coordinated business plans and handled support tickets for internal and vendor-managed systems.
- Improved IT workflows for efficiency, achieving 100% CSAT scores for three consecutive years.
- Recognized as a top performer for ensuring client success.
Dispatch Engineer
IBM/KYNDRYL
06.2020 - 12.2023
- Delivered hardware/software support and handled end-user requests.
- Deployed and managed Windows (SCCM)/Mac (Casper) devices for end-users.
- Coordinated business plans and resolved support tickets for internal and vendor-managed systems.
- Collaborated on Juniper's new office setup, assisting with AP, switch, router installation, and testing.
Digital Workplace Service
IBM
01.2019 - 09.2020
- Dispatch Engineer for DOW & Thompson Reuters, & Refinitiv Kuala Lumpur, Malaysia
Project Coordinator
IBM
04.2018 - 12.2018
- Project Coordinator for Energy Australia, Cyberjaya, Malaysia
- To track Problem Record update, follow-up action progress with Problem Record Owner and subsequently update in IBM Service Management Shared Hub.
Project Management
IBM
06.2017 - 03.2018
- Quality Assurance for Petronas (reporting and files managing in Sharepoint), managing onboard/offboarding for local and foreign resources and attending PMO weekly meeting
Quality Assurance & Service management
IBM
03.2016 - 06.2017
- Validated project documents and evaluated activities across five project stages.
- Prepared and issued SQA Review Reports with observations and outcomes for each stage.
- Provided key reports, including Daily Change, Service Level Performance, Key Risk Indicators, and periodic service reports.
- Collaborated with the support team to address branch incidents.
Project Office Administrator & Delivery Project Manager
IBM
01.2015 - 07.2015
- Provide administrative support for project office in respective towers on day-to-day task such as daily, weekly and monthly reporting issues and change tracking, project plan execution and request for services.
- Responsible for monitoring the Virtual Machine and will report to Technical Team if get any failure.
Education
Bachelor - IT, Hons, Information Management
Universiti Utara Malaysia
11.2014
Diploma - Information Technology
Kolej Poly-Tech MARA
12.2010
Certificate - Hotel Management
Universiti Teknologi MARA
12.2007
Skills
Operating Systems
IT Service Management
O365 Application
Telephony
Servers Management
Networking
undefinedCertification
ITIL Foundation
References
Kuu, Meei Hui, Sr. Manager/Technical Resolution, meei.hui.kuu@kyndryl.com, +6012-2917311, Kyndryl
Awards
Kyndryl special Award. 2021
Timeline
Senior End User Support Engineer
WPP
08.2025 - Current
Onsite Engineer
KYNDRYL
11.2021 - 07.2025
Dispatch Engineer
IBM/KYNDRYL
06.2020 - 12.2023
Digital Workplace Service
IBM
01.2019 - 09.2020
Project Coordinator
IBM
04.2018 - 12.2018
Project Management
IBM
06.2017 - 03.2018
Quality Assurance & Service management
IBM
03.2016 - 06.2017
Project Office Administrator & Delivery Project Manager
IBM
01.2015 - 07.2015
Diploma - Information Technology
Kolej Poly-Tech MARA
Certificate - Hotel Management
Universiti Teknologi MARA
Bachelor - IT, Hons, Information Management
Universiti Utara Malaysia
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