Muhammad Rashdan Abdul Jalil

Responsibility for supporting Information Technology operations in Headquarters office, branches and states:

• Managing and supporting organizational infrastructure and systems
• Lead digital transformation initiatives to enhance operational efficiency
• Collaborated with other departments to help meet humanitarian needs in terms of IT service and delivery
• Coordinated IT operations activities to deliver smooth flow of daily business needs
• Conducted regular performance evaluations to identify areas for improvement and plan for continuous enhancement of IT services
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization
• Oversee budget planning and allocation to optimize resource utilization while meeting organizational objective
• Managing IT staffs by recruiting, training and driving the team
• Manage process improvements, enabling faster response times and increased user satisfaction levels
• Ensuring the security of data and network access
• Overseeing, determining and prioritizing timeframes on major projects and initiatives

Key achievements:

• Implemented cost-effective IT solutions, reducing operational expenses by leveraging MS365 Power Platform to develop automated work flow and creating simple business apps
• Promote IT helpdesk platform for IT incident and request to the organization

Leading and orchestrating daily operations to attain business objectives through the implementation of industry IT best practices:

• Effectively overseeing and managing a team of 11 subordinates across the South East Asia (SEA) regions
• Ensuring seamless operations of critical IT functions, including Operating Systems, Applications and Computing devices (Hardware) in strict adherence to IT policies
• Pioneering a streamlines process that enhances operational impact
• Spearheading the transformation of IT Asset Management (ITAM) platform
• Collaborating closely with key stakeholders across the organization to devise solutions aligned with both IT and business requirements
• Managing annual budget and ensuring cost-effectiveness in IT procurement
• Driving the team to achieve a commendable of 85% compliance on ticketing SLA adherence on a monthly basis
• Crafting foundational policies to propel process enhancement and improvement
• Implement and maintain IT policies, procedures and best practices
• Collaborate with cross-functional teams to develop and execute IT strategies aligned with business objectives
• Manage vendor relationships and negotiated contracts to optimize IT services and achieve cost-effective solutions for the organization

Key achievements:

• Developed essentials Corporate IT policies in alignment of organizational requirements for IPO
• Streamlined ticketing processes, reducing response and resolution times

Ensure the streamline operations of the IT department is aligned with the business objective of the organization:

• Lead and manage country's IT operations covering 30 locations nationwide
• Identifying and exploring opportunities to improve IT operations in the HQ offices and logistic facilities (USJ & KLIA)
• Led a skilled IT team in providing technical support, fostering a collaborative environment that promoted professional growth
• Define, monitor and enforce SLA policies to ensure timely resolution of IT support tickets
• Ensuring seamless functionality of IT operations that includes EUC management, hardware & software, networking appliances and servers
• Handle annual budget and managed cost effectiveness on IT procurement
• Develop IT strategies and procedures in accordance to organization goals
• Maintain and co-manage IT infrastructure facilities in timely fashion
• Foster collaboration between IT and other business units to align technology with business needs
• Overseeing, determining and prioritizing timeframes on major projects and initiatives

Key achievements:

• Being a project PMO for a new build of Alibaba Warehouse (CAINIAO KLIA) with my involvement to oversee and manage the project to build IT infrastructure facility to accommodate cross-border logistic operation in Malaysia. The readiness of the facility is expected within the project time-line
• Collaboratively worked with Regional Network Engineers to establish network links between data center (AIMS & NTT) and HQ office by implementing ALIPOP dedicated circuit on METRO E line ensuring high-speed and reliable connection

Responsible for supporting HQ offices and Logistic facilities with a focus on efficiency of IT operations:

• Provide technical assistance and support to the end-users for computer systems, software and hardware related issues
• Manage and maintain IT infrastructure including AD, DNS, DHCP servers as well as network connectivity to ensure smooth operations
• Diagnose and resolve technical problems (remotely or on-site) in a timely manner to minimize downtime and disruptions
• Implementing and enforcing security measures, policies and procedures to protect IT assets and data from unauthorized access or breaches
• Liaising with IT vendors and providers to procure hardware, software or services and managing vendor relationships to ensure cost and timely service delivery
• Manage and configure on-premise virtualization platform
• Administering local NAS storage, backups and access permission
• Manage PABX Telephony System - Voice over IP, SIP configuration, IVR and extensions
• Managing software licensing and inventory

Key achievements:

Enhance the efficiency and effectiveness of the customer support department by implementing stable and reliable Voice Over Internet Protocol (VOIP) telephony solution (Free-PBX) that replaces an old in-house phone system