Muhammad Farhan Fadzarahman
Senior I.T Technician
Cheras,Kuala Lumpur
Quote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Summary
Proficient I.T Technician offering more than 10 years of experience in helpdesk operations, network & server administrative task and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations, Networking, Virtualizations and VPNs.
Overview
12
12
years of professional experience
10
10
Certificates
4
4
Languages
3
3
years of post-secondary education
Education
Bachelor of Science - Information Technology
Malaysia University of Science And Technology
Petaling Jaya 03.2024 - Current
Diploma - Information Technology : Computer & Network Support Technician
Cosmopoint International College of Technology
Kota Kinabalu 09.2007 - 12.2010
Certification
CompTIA A+
Skills
Troubleshooting
Application Support
System Security
Maintenance and Repair
Customer service
Technical Support
Documentation and reporting
Network support
Security protocol understanding
Network configuration
Equipment installation
Mobile device management
Problem-Solving
Multitasking Abilities
Analytical and Critical Thinking
Component installation
Failure resolution
Written Communication
C, HTML5, Phython Proficiency
Microsoft Exchange
Switches and routers
TCP/IP protocol
Cloud services
MS Office
Firewalls, VPNs and security products
Hardware knowledge
Technical Analysis
Servers expertise
System upgrades
Printers troubleshooting, repairs and maintenance
Work History
Customer Engineer Team Lead / On-site Supervisor
Globalts Technology System Sdn Bhd
Kota Kinabalu
12.2014 - Current
- 8 year 1 month ( Dell, Hewlett Packard, Lenovo, Affin Bank, Maxis, Celcom, MOE, CGSO, JBG, JPJ )
- Answered calls and emails to assist customers with basic support, bug fixes and configuration issues.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Trained customers to use and maintain equipment to reduce service issues.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Explained complex technology-related issues in understandable terms to customers.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Responds to customer technical problems / issues related to hardware, software and networking via email/chat, social media, phone and online.
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
- Monitors and tracks issues to ensure accurate resolution.
- Advises / educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls / contacts.
- Identifies, researches and provides input on unique or recurring customer problems.
- Focuses on delivering a positive customer experience according to company standards.
- Reviews and distributes pertinent cross-functional information.
- Constantly review working processes to recommend improvements.
- Ensuring that repairs meet quality standards in order to maximize bedside unit uptime, and ensure the maximum technical availability to customers.
- Escalates more complex customer technical issues to senior level support. Level 1 or 2.
- Adherence to company procedures, including ensuring that health and safety policies and procedures are followed at all times.
- Ad-hoc duties when required.
Dell Service Engineer
NCR Malaysia Sdn Bhd
Kota Kinabalu, Sabah
01.2012 - 12.2014
- 1 years 9 month ( DELL Malaysia Sdn Bhd )
- Responding to technical support requests from clients in a timely manner.
- Traveling to clients' premises to diagnose and resolve technical problems.
- Installing and configuring hardware, software, and network systems.
- Troubleshooting and resolving hardware, software, and network issues.
- Providing training and support to end-users on how to use new systems and software.
- Maintaining detailed documentation of technical problems and solutions.
- Keeping abreast of new technologies and products related to their field.
- Working with remote technical support teams to resolve complex technical issues.
- Escalating issues to Lv1 / Lv2 / Lv3 technical support staff when necessary.
- Providing technical support during off-hours and on weekends as required.
Exchange Server Messaging Migration Engineer
Hewlett-Packard, HP
Cyberjaya, Selangor
07.2011 - 12.2011
- 6 months
- Assessing the organization's current messaging systems and infrastructure.
- Planning and designing the migration process, including the timeline and resources required.
- Migrating all data, emails, and other messaging content to the new platform.
- Ensuring the integrity and security of the data during the migration process.
- Testing the new messaging systems to ensure they are functioning correctly.
- Providing support and troubleshooting during and after the migration process.
- Communicating with stakeholders, including end-users, to keep them informed of the migration progress.
- Updating and maintaining documentation on the migration process.
- Staying up-to-date with the latest technologies and industry best practices for messaging migrations.
Affiliations
Outward Bound Sabah Professional Development & Teambuilding Programme
Additional Information
Possess own Transport
Valid Driving license class
B&D
Able to travel and relocate
Able to work independently without supervision
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bachelor of Science - Information Technology
Malaysia University of Science And Technology
03.2024 - Current
AWS Certified Solutions Architect - Associate
03-2024
AWS Cloud Practitioner
01-2024
CompTIA Security+
07-2023
Microsoft Certified Azure Administrator Associates
07-2023
Microsoft Certified Azure Solutions Architect Expert
07-2023
CompTIA A+
06-2022
Cisco Certified Network Associate
02-2021
Customer Engineer Team Lead / On-site Supervisor
Globalts Technology System Sdn Bhd
12.2014 - Current
Microsoft Certified Solutions Associate
06-2014
Microsoft Certified Professional
05-2014
Dell Service Engineer
NCR Malaysia Sdn Bhd
01.2012 - 12.2014
Microsoft Certified Technology Specialist
09-2011
Exchange Server Messaging Migration Engineer
Hewlett-Packard, HP
07.2011 - 12.2011
Diploma - Information Technology : Computer & Network Support Technician
Cosmopoint International College of Technology
09.2007 - 12.2010