ADOBE PHOTOSHOP
Mohd Azemill Ramlee
IT FIELD TECHNICIAN
Bidur, Perak,08
Summary
Dynamic IT professional with a proven track record, excelling in incident management and technical support. Adept at troubleshooting and optimizing system performance, I enhance user satisfaction through effective communication and issue resolution. Skilled in help desk operations, I streamline processes to improve service delivery and foster strong client relationships.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Liaison Officer
IBEX Group
Petaling Jaya, Selangor
01.2018 - 05.2022
- Supported organizational goals by facilitating the exchange of information among team members and departments.
- Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
- Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
- Contributed positively to company culture by actively participating in employee engagement initiatives.
- Provided guidance to new employees during onboarding process, expediting their integration into the organization.
- Assessed risks associated with proposed projects or initiatives, offering informed recommendations for mitigation strategies.
- Conducted research and analysis to support decision making in strategic planning processes.
Assistant IT Executive
MFORCE BIKE (SYM)
Shah Alam, Selangor
02.2014 - 08.2017
- Diagnosed complex software issues proficiently using advanced debugging tools and techniques that expedited resolution timescales.
- Advised senior management on emerging technology trends relevant to organizational objectives leading to strategic planning improvements.
- Conducted comprehensive risk assessments to identify potential vulnerabilities in the IT infrastructure and implement proactive solutions.
- Aligned IT solutions and deliverables with company strategic vision.
- Optimized server performance through routine maintenance, hardware upgrades, and software patch installations.
- Built IT infrastructure to support key business strategies and evolving processes.
IT Service Desk Analyst
Dell
Bayan Lepas, Penang
11.2011 - 02.2014
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
IT Service Desk Analyst
Intradeco
Bayan Lepas, Penang
11.2010 - 11.2011
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
Customer Service Help Desk Representative
Scicom (MSC) Berhad
Kuala Lumpur, Kuala Lumpur
06.2008 - 08.2010
- Analyzed performance metrics to identify areas of improvement and implement targeted action plans.
- Assisted in the development of company policies related to customer service standards, contributing to improved team performance.
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates.
- Established strong relationships with clients, fostering trust and loyalty through consistent high-quality support.
- Managed escalated customer issues, taking prompt action to address concerns and maintain positive client relationships.
IT Field Service Technician
RIZNET TECHNOLOGY
Taiping, Perak
02.2003 - 05.2008
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
- Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
Education
No Degree - SIJIL PELAJARAN MALAYSIA
SEK.MEN KEB DARUL RIDWAN
Taiping, Perak, Malaysia 01.1998 - 12.2002
Skills
Issue resolution
Policies and procedures implementation
Desktop technical support
Hardware installation
Application installations
Technical support
Peripheral repair
Network troubleshooting
Remote support
IT asset management
System performance optimization
Troubleshooting and Diagnostics
Hardware and software repair
Problem-solving abilities
Microsoft windows and office
Multitasking Abilities
Software
FILLMORA VIDEO EDITOR
MICROSOFT OFFICE
WINDOWS
ADOBE ELEMENT
NETWORKING
Interests
Life Balance
Learning and development opportunities
Timeline
Liaison Officer
IBEX Group
01.2018 - 05.2022
Assistant IT Executive
MFORCE BIKE (SYM)
02.2014 - 08.2017
IT Service Desk Analyst
Dell
11.2011 - 02.2014
IT Service Desk Analyst
Intradeco
11.2010 - 11.2011
Customer Service Help Desk Representative
Scicom (MSC) Berhad
06.2008 - 08.2010
IT Field Service Technician
RIZNET TECHNOLOGY
02.2003 - 05.2008
No Degree - SIJIL PELAJARAN MALAYSIA
SEK.MEN KEB DARUL RIDWAN
01.1998 - 12.2002