Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Mohd Redza Ezzaq Mohd Esa

Petaling

Summary

Results-driven IT Support Specialist with extensive experience in diagnosing and resolving issues related to computer systems, mobile devices, and peripherals. Demonstrates a strong understanding of usability and security concerns, ensuring optimal user experience. Proven ability to work independently while maintaining high standards in troubleshooting and problem-solving. Committed to enhancing technical support services and user satisfaction through effective resolution strategies.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Information Technology Support Engineer

Intelli-Mark Consolidated Sdn Bhd
Kuala Lumpur
06.2022 - Current
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Configured routers and switches according to organizational specifications.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Maintained inventory records of all hardware components within the organization's network.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Collected, analyzed and reported on data for use in operational planning.
  • Served as first point of contact for incoming technical service calls and emails.
  • Installed and supported hardware and software for desktops, servers, and printers.
  • Provided technical support for end-users related to server systems.
  • Worked closely with end users to solve problems related to hardware and software.
  • Updated hardware and software upon availability and supervised network to eliminate bottlenecks.
  • Managed user accounts in Active Directory and Azure AD Connector.
  • Monitored Exchange Online mailboxes for system performance and user experience.
  • Implemented software updates, patches, hotfixes, and service packs on Office 365 systems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed routine maintenance and repair.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Operated a variety of machinery and tools safely and efficiently.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Resolved network connectivity issues for local area networks and wide area networks.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Configured user accounts, permissions and passwords according to company policies.
  • Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
  • Implemented antivirus and malware protection tools, decreasing security incidents.
  • Managed Active Directory user accounts, groups, and permissions, enhancing system security.
  • Performed server patching activities using Windows Server Update Services.
  • Updated and patched systems regularly, maintaining compliance with IT security standards.

Workspace Engineer

Intelli-Mark Consolidated Sdn Bhd
Kuala Lumpur
04.2022 - 06.2023
  • Responded to or escalated tickets based on severity and internal policies governing responses.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Responded quickly to requests from customers requiring urgent technical support.
  • Maintained positive working relationship with fellow staff and management.
  • Finished projects on time and within budget.
  • Troubleshot and resolved hardware, software, and network issues, reducing downtime.
  • Participated in IT projects, contributing to the successful rollout of technology initiatives.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Configured user accounts, permissions and passwords according to company policies.
  • Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
  • Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
  • Managed Active Directory user accounts, groups, and permissions, enhancing system security.
  • Installed and configured computer systems, printers, and other peripherals.
  • Participated in IT projects related to desktop support services.
  • Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
  • Installed, configured and maintained computer hardware, software and peripherals.
  • Maintained inventory of all equipment, software licenses and warranties.
  • Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
  • Worked effectively in team environments to make the workplace more productive.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

End User Computing (UMW Malaysia)

Mesiniaga Berhad
Kuala Lumpur
06.2020 - 04.2022
  • Performed regular maintenance tasks such as patching, security scans and backups.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Resolved various computer related problems such as virus removal, system crashes and connectivity issues.
  • Managed the configuration and setup of customer accounts and systems.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Generated reports on incident resolution status and usage statistics of IT services and systems.
  • Identified root cause of incidents reported by end users and implemented corrective actions accordingly.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Maintained inventory of IT equipment and assets.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Responded to IT service requests within SLA guidelines established by the organization.
  • Deployed and configured new computers, laptops and other devices.

APAC Servicedesk Analyst (TechnipFMC)

Mesiniaga Berhad
Kuala Lumpur
02.2018 - 06.2020
  • Provided telephone support to staff members who require assistance with their computers or network connections.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
  • Maintained positive working relationship with fellow staff and management.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Responded promptly to customer emails regarding any IT related queries.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Provided first-level technical support to customers with IT related issues.
  • Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems.

Desktop Support Engineer

Basis Bay Sdn Bhd
Cyberjaya - Selangor
01.2016 - 04.2018
  • Implemented antivirus and malware protection tools, decreasing security incidents.
  • Troubleshot and resolved hardware, software, and network issues, reducing downtime.
  • Participated in IT projects, contributing to the successful rollout of technology initiatives.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
  • Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
  • Installed and configured computer systems, printers, and other peripherals.
  • Participated in IT projects related to desktop support services.
  • Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
  • Maintained positive working relationship with fellow staff and management.
  • Provided technical assistance to users in person, via phone or email.
  • Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
  • Completed day-to-day duties accurately and efficiently.

Service Desk Analyst

Basis Bay Sdn Bhd
Cyberjaya
02.2014 - 01.2017
  • Provided telephone support to staff members who require assistance with their computers or network connections.
  • Developed detailed reports on system performance metrics for management review.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Ensured that all systems were running optimally by performing regular health checks on servers and network devices.

Helpdesk Analyst

Wincor Nixdorf
Kuala Lumpur
02.2012 - 04.2014
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Provided remote troubleshooting and support for software and hardware problems.
  • Responded quickly to customer inquiries via email or telephone calls.
  • Tested network connections for proper functionality and speed optimization.
  • Optimized system configurations for maximum performance and reliability.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Documented all helpdesk interactions in a ticketing system.
  • Listened to customer needs to identify and recommend best products and services.
  • Processed ticket orders for customers using a computerized system.

Customer Service Representative

VADS E-Services
Petaling Jaya
12.2009 - 01.2011
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Mentored junior team members and managed employee relationships.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered customer inquiries via phone, email, and chat.
  • Operated a variety of machinery and tools safely and efficiently.

Education

Cyber Security

Comptia
Kuala Lumpur
03-2025

Information Technology

Institut Latihan Perindustrian Muar
Johor
05-2006

Some College (No Degree) - Information Technology

Bostonweb College
Kuala Lumpur

Skills

  • Network troubleshooting
  • Active Directory management
  • Cybersecurity measures
  • Technical support
  • Customer service
  • Incident resolution
  • Ticketing systems
  • Operating systems
  • Backup and recovery
  • Technical analysis
  • Incident management
  • System administration
  • Server maintenance
  • User support
  • Hardware support
  • System configuration
  • Remote support
  • Software patches
  • Hardware upgrades
  • Software upgrades
  • Cybersecurity practices
  • OneDrive for business management
  • SharePoint online administration
  • Office 365 licensing management
  • Azure active directory
  • Workstation maintenance
  • System updates
  • LAN/WAN Networking
  • Password policy enforcement
  • User account provisioning
  • User access management
  • Systems deployment
  • Malware protection
  • End user support
  • Remote desktop support
  • Help desk experience
  • Technical support expertise

Certification

  • Comptia Cysa+

Languages

Malay
First Language
English
Upper Intermediate (B2)
B2

Timeline

Information Technology Support Engineer

Intelli-Mark Consolidated Sdn Bhd
06.2022 - Current

Workspace Engineer

Intelli-Mark Consolidated Sdn Bhd
04.2022 - 06.2023

End User Computing (UMW Malaysia)

Mesiniaga Berhad
06.2020 - 04.2022

APAC Servicedesk Analyst (TechnipFMC)

Mesiniaga Berhad
02.2018 - 06.2020

Desktop Support Engineer

Basis Bay Sdn Bhd
01.2016 - 04.2018

Service Desk Analyst

Basis Bay Sdn Bhd
02.2014 - 01.2017

Helpdesk Analyst

Wincor Nixdorf
02.2012 - 04.2014

Customer Service Representative

VADS E-Services
12.2009 - 01.2011

Cyber Security

Comptia

Information Technology

Institut Latihan Perindustrian Muar

Some College (No Degree) - Information Technology

Bostonweb College

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Mohd Redza Ezzaq Mohd Esa