Mohd Syakir Zainal Abidin
IT Remote Analyst
Sepang, Selangor
Summary
Dependable and goal-oriented IT Support Specialist with more than 7th years of experience in supporting and maintaining Global Company IT systems and providing comprehensive customer support. An adaptable and motivated candidate, skills in managing and breaking down large volume information. Proactive at heading off issues in operations, workflow and production. Aiming and impatient to learn more new knowledge and hope to build my career in your firm. When it comes down to executing a task, I'm focused and determined to finish the task at hand. I am seeking out new experiences, skills that can improve my abilities and work experiences even more.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
IT Remote Analyst
ATOS Services (M) Sdn Bhd
02.2024 - Current
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledgebase sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Responding to user-reported issues and providing initial troubleshooting steps for common problems such as software glitches, connectivity issues and hardware malfunctions. Example SCCM, Cloud Data Storage, Citrix Workspace and Microsoft Office.
- Assisting with the installation, configuration and updates of software applications.
- Providing guidance on connecting and setting up hardware peripherals.
- logging and tracking user-reported issues in ticketing system ( Service Now ), ensuring timely resolution and documentation on each case.
- Assisting with network connectivity problems including WiFi, LAN and VPN connections.
- Escalating more complex issues to level 3 support team when necessary.
- Educating user and assisting on basic cybersecurity practices.
- Daily task involve level 2 support duties such as managing an average 20 to 35 incidents daily of backlogs and escalating ticket.
IT Support Analyst
DXC Technology S.B
04.2014 - 03.2021
- Company Overview: Known as HP Global Center Cyberjaya
- Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any issues with monitored nodes, escalate to L2 support for unresolved issues
- Responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels
- 1st level Incident Management
- Proactive monitoring and alerting L2 teams
- Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process
- Forward technical support issues that cannot be addressed by the L1 team to the appropriate technician (Level 2 or Escalation Team)
- Document internal procedures
- Work in shifts in a 24/7 support team
- 24x7 proactive monitoring of Telecom BSS Stack including CRM, Billing Application, Charging Application, Mediation and Activation, Order and Catalog System etc
- And IT Infrastructure of Operating Systems, Server, Storage, Networking equipment at minimum
- Monitoring includes telecom services and components alerts configured in the IT Service Management tool and escalating the same to the concerned resolver group based on the reference document provided by the stakeholders
- Escalations and Follow up with the Resolver Grouper team specified in the Service Management Tool
- Prior experience delivering the Level 1 service on any industry standard Service Management suite as Service Now, BMC, and Manage Engine etc
- Is mandatory
- Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
- On time Escalation and Reporting of alerts according to Incident Management process
- Experience of coordinating with Customer, Incident, Problem and Change Managers
- Experience of executing the technical tasks from the defined standard operating documentation
- Performing health check of in-scope system as per standard HC procedure provided by L2
- Perform end to end system audit (technical) as per the standard technical audit documentation provided by L2
- Known as HP Global Center Cyberjaya
Fiber Optic Specialist
MUINCOMM Sdn Bhd
01.2011 - 12.2013
- Company Overview: Subsidiary of TM Berhad
- Make necessary preparations for installation for WIFI, router
- Responsible for the end-to-end installation process
- Responsible for product installation including Set Top Box, Optical Network Terminal, Wi-Fi extenders
- Perform triple-play services testing including High-Speed Internet (HIS) speed test
- Subsidiary of TM Berhad
Customer Service Representative
VADS Berhad
01.2009 - 12.2011
- Greeted customers with energy and enthusiasm upon their entry
- Established and maintained lasting relationships with clients, customers, and other team members
- Actively educated and advised customers about a broad range of client products and services
- Strove for diplomatic conflict resolution in case of customer complaints or concerns relating to client products and services
Human Resources Assistant
Maju Expressway Sdn. Bhd. (MEX)
01.2006 - 12.2007
- Company Overview: Maju Holdings
- Maintained employee data and kept updated accounts of all employment records
- Assisted in recruiting and training new employees for the new highway project MEX and IT teams
- Administered payroll information, compensation materials, and benefits programs
- Supported daily operations of busy human resources department
- Maju Holdings
Education
Certificate - Mechanical Engineering
Politech Sultan Haji Ahmad Shah
01.2001 - 12.2003
Sijil Pelajaran Malaysia (SPM) -
Sekolah Men. Keb. Ahmad
Pekan, Pahang, Malaysia 04.2001 - 12.2000
Skills
- Delivering Results
- Meeting Customer Expectations
- Understanding of provisioning and activation flow
- MS Excel & Outlook
- Documentation and reporting
- Verbal and written communication
- Analytical thinking
- Root-cause analysis
- Decision-making
- Power BI
- Time management
- Process enhancement
- Issue identification
- Workflow Analysis
- System analysis
- Information gathering
- Incident reporting
- Windows 10 & 11
- Microsoft office
Personal Information
- Date of Birth: 11/14/84
- Gender: Male
Timeline
IT Remote Analyst
ATOS Services (M) Sdn Bhd
02.2024 - Current
IT Support Analyst
DXC Technology S.B
04.2014 - 03.2021
Fiber Optic Specialist
MUINCOMM Sdn Bhd
01.2011 - 12.2013
Customer Service Representative
VADS Berhad
01.2009 - 12.2011
Human Resources Assistant
Maju Expressway Sdn. Bhd. (MEX)
01.2006 - 12.2007
Sijil Pelajaran Malaysia (SPM) -
Sekolah Men. Keb. Ahmad
04.2001 - 12.2000
Certificate - Mechanical Engineering
Politech Sultan Haji Ahmad Shah
01.2001 - 12.2003
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