MOHD EZWAN MOHD SALLEH
Ampang, Selangor,10
Summary
Highly efficient professional managing heavy workflows for a global messaging team representing multiple thousands of mailboxes. Catalyst defining and establishing key protocols and processes, expediting seamless message delivery. Quality-focused, continually driving process improvements while skillfully remedying and escalating issues as necessary. Customer service oriented Supporting and administration of Messaging and Collaboration solutions. Contributed to the the local Malaysian and global market (India, SE Asia and US), delivering Messaging and Collaboration solutions leveraging Microsoft technologies
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Specialist, Enterprise Network & Helpdesk Management
U Mobile
12.2017 - Current
- Administer Windows 2003/2008/2012 server, Active Directory (AD) account and credential creation/termination.
- Administer Microsoft Exchange Online (Office365) email account e.g. creation, deletion.
- Troubleshoot of Office365 reported issues e.g. account login error, email message recovery.
- Manage deployment of Windows system updates & patches via Windows SCCM service e.g. creation of deployment scripts and to configure system updates objects (deployment file).
- Monitoring of IT Helpdesk incident logs and to proactively improve the IT support & service delivery deliverables and its KPIs. Inclusive of IT Helpdesk Support Team engineer’s performance assessments.
- Manage the IT inventory information e.g. keep track of active hardware, equipment availability, software licensing & etc.
- To review and to align IT Helpdesk Support & Services deliverables inclusive of monthly or quarterly KPI assessment with IT stakeholders and vendor representatives.
- To provide L2 & L3 IT technical support upon escalation from the IT Helpdesk Team.
- To involve in IT asset procuring and provisioning (inventory & procuring planning) activity e.g. hardware models assessment, technology benchmarking, compilation of benchmarked data, liaison with vendor IT process improvements/ enhancements e.g. revising & updating of IT SOPs, IT support management.
- Part of IT Incident Management response team with involvement in incident management & escalation procedures. The role will also require the person to come up with Incident Management best practice from time to time.
- Coordinators complete organizational and management tasks that support the efforts of a variety of projects, campaigns, or events. Common Coordinator duties and responsibilities include Communicating with clients or employers about project, event or campaign expectations and goals.
ITO Svs Delivery Cons II
DXC Technology
07.2016 - 11.2017
- Accesses all administrative features in the Office 365 suite of services in your plan, including Skype for Business.
- Makes purchases, manages subscriptions, manages support tickets, and monitors service health.
- Manages mailboxes and anti-spam policies for your business, using the Exchange admin center. Can view all the activity reports in the Office 365 admin center.
- Manages the document storage for business on SharePoint Online.
- Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.
- Configures Skype for Business for your organization and can view all the activity reports in the Office 365 admin center.
- Manages security and compliance policies for your organization. Compliance admins have permission to the Office 365 admin center, Security and Compliance Center, Exchange Online Admin Center and the Azure AD Admin Portal.
- Trigger escalation process immediately if required
- Attend conference call during high severity incident; be clear and responsive during communications
- Accept service calls. This requires a good manner and responsiveness to the issue
- Detect and initiate problem record, including initial categorization, classification and prioritization
- Work across service lines for root cause analysis and problem resolution
- Prepare change plan and working closely with Change Management Team for approval
- Maintain a good awareness of the customers’ business and in-depth knowledge of the customer’s environment and support processes
- Opens support requests with Microsoft, and views the service dashboard and message center.
- Resets passwords, monitors service health, adds and deletes user accounts, and manages service requests. The user management admin can’t delete a global admin, create other admin roles, or reset passwords for global, billing, Exchange, SharePoint, Compliance and Skype for Business admins.
Solution Specialist
Suria Business Solution
09.2015 - 06.2016
- Implemented projects involving MS Exchange and complementary applications for compliance, hygiene, archiving, and unified messaging.
- Provided base level IT support to non-technical personnel within the business. (Skype for Business and Office 365)
- Installed software, modified and repaired hardware and resolved technical issues
- Provided base level IT Support to non-technical personnel within the business
- Responsible for levels of project completion of core infrastructure implementations and expected results
- Resolved customer issues in a clear, courteous and straightforward manner
Junior System Engineer
AIG Global Services (Malaysia)
11.2011 - 09.2015
- Messaging hubs (Livingston, EMEA (UK), SEA, US, and Japan). Support Messaging mailboxes for 65,000+ mailboxes globally.
- Interact with user via telephone, e-mail to provide IT technical or non-technical support and to solve problems
- Handling creation of mailbox at EX5.5, E2K7 and exchange server 2010.
- Update user Global Address Book properties.
- Responsible for supporting the Microsoft Exchange 2003 and 2007 environments, Microsoft Lync 2010, Blackberry 5.0 and 10, Good for Enterprise, and ProofPoint
- Troubleshoot outlook issues, example : check user mailbox setting and send test mail when user complains cannot send and receive emails
- Migrate user mailbox from EX5.5 to E2K7 using Quest DL
- Increase user mailbox size if it’s already reach the maximum limit
- Deleting user mailbox account for user left company and reinstate user mailbox for returning
- Manage Blackberry server. Setup Blackberry account for user and set activation password for new Blackberry user. Handling blackberry troubleshooting, example: tries recreating user BB
- Manage LYNC server by creation LYNC id for new employee and deleting the id for resign employee
- Successfully deployed tools by using Proofpoint to enhance current edge performance to continue reducing the volume of SPAM entering into AIG
- Monitored and evaluated engineering performance to recommend improvements.
- Optimized networked software and operating systems by applying updates and patches.
- Completed software updates and assessed security patches for optimized computer use.
- Conducted end-user reviews for modified and new systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Education
Bachelor of Science - Business Management, Management
Universiti Kuala Lumpur (IPROM)
Kuala Lumpur01.2011
High School Diploma -
Mara Professional College Indera Mahkota
Kuantan, Pahang, Malaysia01.2008
Skills
- Microsoft Office expertise
- Proficient in Office 365 applications
- Issue resolution assistance
- Analytical problem-solving techniques
- Customer relationship management
- Information systems management
- Comprehensive technical writing
- Structured diagnostic abilities
Certification
- Microsoft Azure Fundamentals: Azure RBAC & Azure Policy
- Microsoft Azure Fundamentals: Azure Container Solutions
- Azure AI Fundamentals: Azure Machine Learning Fundamentals
Languages
English
Professional Working
Malay
Native or Bilingual
Timeline
Specialist, Enterprise Network & Helpdesk Management
U Mobile
12.2017 - Current
ITO Svs Delivery Cons II
DXC Technology
07.2016 - 11.2017
Solution Specialist
Suria Business Solution
09.2015 - 06.2016
Junior System Engineer
AIG Global Services (Malaysia)
11.2011 - 09.2015
Bachelor of Science - Business Management, Management
Universiti Kuala Lumpur (IPROM)
High School Diploma -
Mara Professional College Indera Mahkota
Maklumat Hubungan
- Ezwa145@gmail.com
- Www.linkedin.com/in/ezwan-salleh (LinkedIn)