Redzuan Lamsun

- Level 2 technical support for Informa Markets’ Digital Web, MarTech and AWS platforms and applications across the Asia, EMEA and North America regions.

- Incident Management:
a) Full lifecycle management of Incidents and Major Incidents through to resolution
b) Triage, prioritization, investigation, escalation and resolution
c) Ensuring all stakeholders are kept informed throughout
d) Ensuring resolution within agreed Service Levels

- Service Request Management:
a) Allocation and fulfillment of configuration, user admin and other requests
b) Ensuring all stakeholders are kept informed throughout
c) Ensuring resolution within agreed Service Levels

- Change Management:
a) Logging and management of Change Requests
b) Completion of Standard Change Requests
c) Implementation of Minor Change Requests

- Knowledge Management:
a) Maintaining Knowledge Base
b) Creating and reviewing Knowledge Articles

- Escalation Management:
a) Receiving email escalations for all Informa Markets applications and services
b) Managing escalations through to resolution

Technical skills:
• HTML, CSS
• Javascript
• XML
• ReactJS
• Python
• SQL
• AWS - EC2, S3, Cloudfront, VPC, Route 53
• Understanding of CMS systems, web DNS, web server configuration
• Understanding of relational databases, integration flows
• Marketing Automation platforms (e.g. Oracle Eloqua)
• Customer Data Platforms
• Adobe Experience Manager (AEM)
• Support and configuration of webservers: AEM, Apache Tomcat, IIS or similar
• Web DNS management process and tools (e.g. Cloudflare, Safenames)
• Web Tag Management systems (e.g. Adobe Launch)
• Web analytics (Adobe Analytics, Google Analytics or similar)
• Amazon Web Services (AWS)

• Company Overview: Industry Banking / Financial Services, Specialization IT/Computer - Software, Website: N/A
• Providing software application support as directed by Manager Applications Support
• Perform analyses of software application functionality and suggest improvements
• Ensure effective front end and back end functionality of applications
• Consult with software vendors, software development teams, internal users, and clients to improve application performance
• Manage code migration across environments to ensure continued and synchronized functionality
• Establish root causes for application errors and escalate serious concerns to management
• Keep records of configuration changes and schedule application updates
• Document processes and monitor application performance metrics
• Providing technical support to clients and internal users in other departments
• Assisting with systems integrations
• Maintain and update technical documents and procedures
• Assist in preparing maintenance plans and upgrade schedules for applications
• Industry Banking / Financial Services, Specialization IT/Computer - Software, Website: N/A
• Key Collaboration: IT Infrastructure Team, Platform and Product Development Team, IT Operations, Finance Team, External Software Vendors
• Tools and technology used: Oracle PL/SQL, Oracle database 12c, TOAD for Oracle, UNIX/Shell script, WinSCP, JIRA & Confluence, Mastercard & VISA SIM/IPM box, Control-M, CMM/CMS, Report Server, Microsoft Teams

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• To do daily health-check on Retail Internet Banking system
• To attend incident management/problem tickets logged by users and solve within SLA (L2 support)
• To handle Request For Change for PROD deployment
• To perform UAT and PROD deployments
• To monitor daily batch jobs
• To participate and assist business users in UAT and gathering requirements
• To participate in internal meetings with business users
• To participate in external meetings with vendors
• To participate in Disaster Recovery activities
• To be on standby should there any critical issues arise
• To involve in related integration testing with other teams
• To prepare ad-hoc reports whenever requested by business users
• To raise/escalate issues to the vendor if required
• To prepare/maintain any related reports/documentations whenever required
• To perform housekeeping on application servers whenever required
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• Tools and technology used: Oracle PL/SQL, Oracle database 12c, Oracle SQL Developer, UNIX/Shell script, WinSCP & PuTTY, JIRA, HPSM9/HPALM, ESB-PrismaGateway/PrismaHub, Java, Notepad++ / TextPad Editor, Microsoft Teams

• Company Overview: Industry Electrical & Electronics, Specialization IT/Computer - Software, Website: N/A
• Support onsite and in-house technical solutions for projects
• Present solutions to customers
• Communicate both written and verbal activities with customers and Itron Project Managers to the specified project deadlines
• Conduct product technical training classes
• Employ effective interpersonal communication
• Participate in the beta phase of product development teams
• Participate and provide feedback to development teams
• Implement solutions for customers (install, configure, test, train, customize)
• To support and troubleshoot the user system/application - Meter Data Management
• To attend daily tickets logged by users and solve within SLA
• To be on standby every end-of-month for billing activities
• To create/modify database scripts and XML files according to user requirements
• To monitor scheduled jobs in the database especially during billing activities
• To analyse AWR reports every month after billing activities complete
• To create a monthly report using SQL script
• Industry Electrical & Electronics, Specialization IT/Computer - Software, Website: N/A
• Tools and technology used: Oracle PL/SQL, Oracle database 11g, Oracle SQL Developer, Notepad++ / TextPad Editor, Pervasive PSQL, SAP-CRM (Billing), Meter Data Management application, Ransack, Salesforce, Oracle EBS, Oracle Enterprise Manager

• Company Overview: Industry Insurance, Specialization IT/Computer - Software, Website: N/A
• Responsible for Core Life System insurance support and troubleshooting
• To do checking on Production daily batch process and monitoring
• Providing technical support for users
• To attend daily tickets logged by users using HPQC
• To develop and extract customized reports using PL/SQL
• To perform testing and production deployment and stand-by support
• Industry Insurance, Specialization IT/Computer - Software, Website: N/A
• Tools and technology used: Oracle PL/SQL, Oracle database 11g, Oracle SQL Developer, Notepad++ / TextPad Editor, TOAD, JSP, UNIX, PuTTY(SSH and telnet client), WinSCP, Elixir, HPQC

• Company Overview: Industry Marine / Aquaculture, Specialization IT/Computer - Software, Website: N/A
• To design and customize system architecture of Credit Collection system for internal clients
• Required to travel for Project implementation (including kick-off meeting, requirement analysis, development, UAT, user training, deployment and post-implementation support)
• I’ve involved in few project implementations in Taiwan, Vietnam, Sri Lanka, Philippines, Indonesia, Cambodia, Dubai, South Africa and Ivory Coast
• To develop and customized back-end programs / middleware (Stored Procedures, Packages, Functions, Views) for data transformation using PL/SQL (Oracle database) to be loaded into Credit Collection System
• To consult and support end-users (Credit Collection department) for Europe, America, Middle East, Africa and Asia Pacific countries
• To do daily checking / monitoring (production issues) for nightly jobs run using Axway and Toad
• To attend daily tickets logged by users using Helpdesk system (CA Service Desk Manager) and solve them within SLA
• To design and develop customized reports using Dashboard tool
• Industry Marine / Aquaculture, Specialization IT/Computer - Software, Website: N/A
• Tools and technology used: PL/SQL, Oracle database 12c, JSP, Toad for Oracle, Axway Automator, JDE/ZIG, Notepad++ / TextPad Editor, SUNGARD Avantgard Getpaid, MS Excel (Macro), Dashboard report

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• The main role is to do technology reporting which integrate with Oracle database and according to users’ requirement using PL/SQL, Actuate, eSpreadsheet and Excel
• To fix bugs and improve/customize to existing reporting scripts
• To maintain Scope International Portal which using .NET technology
• Communicate with users from different job level and environment
• Guide users and obtain business requirements correctly
• Provide alternative solution which able to help user if direct solution is not possible
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• Involved in internal project implementation
• To build or enhance new/existing PL/SQL programs according to user requirements
• To extract and generate text file/excel data for reports (Using PL/SQL and Hyperion)
• To monitor daily/monthly data processing (Oracle & MSSQL databases)
• To perform month-end job process
• To log issues into helpdesk system
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• Outsourced to LHDNM (Lembaga Hasil DalamNegeri Malaysia) - InLand Revenue Board of Malaysia Project to support online DMS (Document Management System) which developed using VB.NET
• The job scopes include;
• To attend users’ daily issues / problems on DMSWEB and log them into Helpdesk system
• To attend back-end setup (offline systems) as below ;
• DCS2DMS (Document Control System to Document Management System) Import
• DMS IUS (Import User Profiles)
• DMS Recovery Web Application
• DMS Recovery Upload
• DMS Recovery Upload (RSC)
• Tiff Remover control
• Database - UserProf / Taxpayer Upload Program
• Database - UserProf Controller
• Preparing reports using MSSQL query
• FileNet2DMS File Import System
• To create ID & password for users on DMSWEB and related applications
• To analyze and preparing DMS SQL requirements
• To install and update application patches
• Testing and deployment of applications
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A

• Company Overview: Industry Call Center / IT-Enabled Services / BPO, Specialization IT/Computer - Network/System/Database Admin, Website: N/A
• Out-sourced for Global Marketing Shared Services (GMSS) Team of Oracle India
• The tasks as below :
• Extraction through on-line SIEBEL CRM as well as PL/SQL scripts for marketing events
• Handle queries and coordinating ETL activities with the Oracle Bangalore team in India
• Communicating key due dates, statistics and enhancements to business users in the subs
• Quality check on data to ensure free of duplication, bad data filtration and data validation in each fields before sending to business users
• Database marketing and CRM specialization
• Dealing with users from Oracle North America and Asia Pasific (APAC) countries
• Working with Oracle Marketing Database schema
• Industry Call Center / IT-Enabled Services / BPO, Specialization IT/Computer - Network/System/Database Admin, Website: N/A
• Tools and technology used: SIEBEL CRM, PL/SQL, Oracle database 9g, Toad for Oracle, EditPlus / TextPad Editor, MS Excel & MS Access

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• PROJECT NAME : Operation Data Capture System (ODC)
• CLIENT : Petronas Carigali Sdn Bhd
• The purpose of ODC system is to provide an alternative to the current windows based to Web Based
• The ODC web-based application will be accessed through Petronas LAN and will allow users to capture virtually any type of production and operations data
• The implementation of ODC is to provide daily reporting and providing management with the latest information of Oil and Gas operation and production
• Modules developed include;
• Offshore Modules, e.g.: Well Interruption, Well Test, and Measurement & Metering Data Transfer, e.g.: Data & Database staging to external system
• Reporting Modules: Generate statistic, graph, and summary on production performance every modules
• RESPONSIBILITIES:
• Involved in design and coding (maintenance)
• Developed using ASP.NET (VB.NET)
• Designed Page Layout, Navigation Menu using HTML, CSS and JavaScript
• Used Oracle 10g database Administrator and Database Programmer thorough PL/SQL tools
• Database Migration, Interfacing and Staging
• Conduct system and integration testing and support user acceptance testing, preparation for documentation & implementation
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A

• Company Overview: Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A
• PROJECT NAME : BESTARI Project Development
• CLIENT : Universiti Industri Selangor (UNISEL)
• To develop multiple systems for Universiti Industri Selangor (UNISEL) such as Finance system, Student Portal system, HR system, OMES (Online Marking Entry System), Hostel system and On-line Application system
• I have involved in few modules such as Online Application, OMES (Online Mark Entry System), Student Portal, Student Finance System and Hostel Management System
• RESPONSIBILITIES:
• Involved in design and coding
• Developed using JSP, Oracle Forms 9i and Eclipse
• Designed Page Layout, Navigation Menu using HTML, CSS and JavaScript using Dreamweaver
• Used Oracle 10g database Administrator and Database Programmer thorough PL/SQL, TOAD & Oracle Lite Manager tools
• Database Migration, Interfacing and Staging
• Conduct system and integration testing and support User Acceptance Testing (UAT), preparation for documentation and User Manual
• Conduct Business Requirement System (BRS) for data collection and system prototype demonstration for users
• Industry Computer / Information Technology (Software), Specialization IT/Computer - Software, Website: N/A