Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
MOHD RIZUAN IKSAN

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.
MOHD RIZUAN IKSAN