MOHD RIZUAN IKSAN
Cyberjaya
Summary
Experienced and dedicated Service Desk Analyst with over 6 years of experience in providing high-quality technical support and customer service. Proven expertise in troubleshooting and resolving hardware, software, and network issues while maintaining excellent communication with end-users. Skilled in managing service requests, incidents, and providing timely resolutions in a fast-paced environment. Adept at collaborating with cross-functional teams to improve service delivery and enhance user satisfaction. Seeking to leverage technical skills and customer service excellence in a dynamic IT support role.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
PPG Industries (M) Sdn Bhd
01.2022 - Current
- Provide first-level technical support - Diagnose and resolve hardware, software, network, and system issues
- Assigned as Subject Matter Expert (SME) - Provide expert guidance and support for desktop-related issues
- Serve as a mentor and coach to interns, offering guidance on IT best practices and professional development.
- Evaluate intern performance and provide constructive feedback.
Service Center Analyst
Logicalis Australia
01.2018 - 12.2021
- Provide first-level technical support - Diagnose and resolve hardware, software, network, and system issues.
- Monitor and manage incidents and service requests to ensure compliance with service level agreements (SLAs).
- Monitor and respond to server and network infrastructure alerts, including routers, switches, and other critical network devices by performing initial troubleshooting.
Service Desk Analyst
IBM Regional Contact Center
04.2017 - 01.2018
- Serve as the initial point of contact for TE Technology users seeking technical assistance via phone, email, or service portal.
- Diagnose, troubleshoot, and resolve hardware, software, network, and system issues.
- Escalate complex issues to higher-level support teams when necessary.
System Administrator
Chemsain Konsultant Sdn Bhd
07.2015 - 02.2017
- Manage and maintain network infrastructure, including routers and switches.
- Ensure regular backups of all critical data and maintain backup systems.
- Provide technical support and assistance to end-users for hardware, software, and network issues.
- Manage user accounts, permissions, and access controls.
- Collaborate with other departments to understand their IT needs and provide appropriate solutions.
IT Technician
Petrofac Engineering Services (M) Sdn Bhd
08.2013 - 06.2015
- Provide technical assistance and training to users on IT systems and applications.
- Manage user accounts and permissions in accordance with company policies.
- Work closely with other IT team members to ensure coordinated support and project implementation.
Education
Diploma IT - Computer Networking
Cosmopoint International College of Technology
Skills
- Client Relations
- Technical Support
- Account Management
- Hardware troubleshooting
- Hardware support
- Network Troubleshooting
- Remote Technical Support
- Documentation
- System Administration
Certification
- Microsoft Certified Solutions Associate: Windows Server 2012.
- Cisco Certified Network Associate Routing And Switching.
- ITIL Foundation Level.
- Microsoft Certified: Azure Fundamentals.
Timeline
Service Desk Analyst
PPG Industries (M) Sdn Bhd
01.2022 - Current
Service Center Analyst
Logicalis Australia
01.2018 - 12.2021
Service Desk Analyst
IBM Regional Contact Center
04.2017 - 01.2018
System Administrator
Chemsain Konsultant Sdn Bhd
07.2015 - 02.2017
IT Technician
Petrofac Engineering Services (M) Sdn Bhd
08.2013 - 06.2015
Diploma IT - Computer Networking
Cosmopoint International College of Technology
- Microsoft Certified Solutions Associate: Windows Server 2012.
- Cisco Certified Network Associate Routing And Switching.
- ITIL Foundation Level.
- Microsoft Certified: Azure Fundamentals.
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