Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
References
Generic
Muhammad Aryan Low Bin Hong See

Muhammad Aryan Low Bin Hong See

Cyberjaya

Summary

Experienced IT system support with over 8 years of experience in supporting Desktop and IT infrastructure issue. Well-driven, fast-learner, self-motivated, and therefore, effective at completing tasks with minimal supervision. Confident leader, enthusiastic and a team player.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Change Management Analyst

DHL IT Services Asia Pacific
01.2021 - Current
  • Manage the lifecycle of all changes, from initiation and review to coordination, approval, and implementation. This includes minimizing the impact of any disruption caused by the change.
  • Provide training and support to colleague on change management procedures and processes.
  • Lead the end-to-end lifecycle of IT change requests, ensuring minimal disruption to business operations.
  • Conduct impact assessments, risk evaluations, and stakeholder communications for all proposed changes.
  • Facilitate and chair weekly Global Change Advisory Board (CAB) meetings to review and approve changes.
  • Collaborate with cross-functional teams to ensure change readiness and compliance with ITIL standards.
  • Monitor post-implementation results and ensure proper documentation and closure of changes.
  • Provide training and mentorship to junior analysts and stakeholders on change management best practices.
  • Develop and maintain change management KPIs and dashboards for performance tracking.
  • Coordinated activities across multiple departments involved in the same initiative while maintaining clear lines of responsibility.
  • Cultivated strong relationships with stakeholders.
  • Improved organizational efficiency by implementing change management strategies and streamlining processes.
  • Facilitated smooth transitions between phases of complex projects, minimizing disruption to daily operations.
  • Provided expert guidance on change management best practices, contributing to a positive organizational culture.

Emergency Incident Analyst

DHL IT Services Asia Pacific
01.2017 - 01.2021
  • Acted as the first responder for critical IT incidents, ensuring rapid containment and resolution.
  • Coordinated with global support teams to manage high-severity incidents and restore services within SLA.
  • Maintained real-time communication with stakeholders during incidents, providing updates and action plans.
  • Conducted root cause analysis (RCA) and post-incident reviews to prevent recurrence.
  • Ensured compliance with global emergency response protocols and business continuity plans.
  • Developed incident response playbooks and conducted simulation drills to improve readiness.


Service Desk Analyst

DHL IT Services Asia Pacific
01.2014 - 01.2017
  • Provided first-level technical support for hardware, software, and network issues via phone, email, and ticketing systems.
  • Logged, categorized, and prioritized incidents and service requests in the ITSM tool.
  • Escalated unresolved issues to appropriate support teams while maintaining ownership and follow-up.
  • Delivered excellent customer service, achieving high satisfaction scores and resolution rates.
  • Created and maintained knowledge base articles to improve first-call resolution.
  • Participated in shift rotations and ensured 24/7 support coverage.

IT Support

Tiong Nam Logistics
01.2012 - 01.2014
  • Delivered onsite support for over 500 users, resolving hardware, software, and connectivity issues.
  • Installed and configured desktops, laptops, printers, and mobile devices.
  • Managed user accounts, permissions, and backups in Active Directory and related systems.
  • Performed routine maintenance and updates to ensure system reliability and security.
  • Assisted in network troubleshooting and basic server support.
  • Documented support activities and contributed to IT process improvements.

Education

High School Diploma -

Klang High School
Klang, Selangor, Malaysia
10-2010

Skills

  • Incident Management
  • Change Management
  • Project Management
  • Network Security
  • ITIL Framework
  • Communications
  • Hardware & Software Management (CISCO)
  • Linux Server Administration

Certification

  • CompTIA Network+
  • CompTIA Cloud
  • ITIL
  • HDI Desktop Support
  • Linux Fundamentals


LANGUAGES

English
Bilingual or Proficient (C2)
Mandarin
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Advanced (C1)

Timeline

Change Management Analyst

DHL IT Services Asia Pacific
01.2021 - Current

Emergency Incident Analyst

DHL IT Services Asia Pacific
01.2017 - 01.2021

Service Desk Analyst

DHL IT Services Asia Pacific
01.2014 - 01.2017

IT Support

Tiong Nam Logistics
01.2012 - 01.2014

High School Diploma -

Klang High School

References

Thiru Segaran

Team Lead, Change Management, DHL IT Services, 

thiru.segaran@dhl.com


Lucie Suchankova

Manager, Change Management, DHL IT Services,

lucie.suchankova@dhl.com


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Muhammad Aryan Low Bin Hong See