Summary
Overview
Work History
Education
Skills
Soft & Interpersonal Skills
Training
EXTRA CURRICULAR ACTIVITIES
Certification
References
Timeline
Generic
RENNY BALA

RENNY BALA

Senior IT Engineer
Kuala Lumpur

Summary

IT professional with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.

Overview

20
20
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

SENIOR IT SUPPORT ENGINEER

Globalts Technology System Sdn Bhd
06.2013 - 07.2024
  • Provide end user IT Infra onsite support for account LEVIS STRAUSS (Jan 2022 to Mar 2024) and KONE (Apr to Jun 2024) corporate office staffs to resolve IT related issues.
  • Provide end user IT Infra onsite support for MAXIS corporate offices, MAXIS centres and Maxis Enterprise Partners staffs in Klang Valley (June 2013 to Dec 2023) to resolve IT related issues.
  • Provide 2nd and 3rd Level support via phone, RDP (Remote Desktop Protocol) - MS Remote Desktop, Anydesk, TeamViewer, MS Teams & etc.
  • Mobile Device Support (iOS/Android basic configurations and troubleshooting)
  • Ticket monitoring via ServiceNow, to ensure all tickets met SLA accordingly and on timely manner and provide support/resolution.
  • Monitor daily operation and do regular follow-up on both customers and engineers.
  • Manage all devices and applications via MS Intune which integrates with Teams and Microsoft 365.
  • Conduct suitable assurance to ensure business compliance with policies/responsibilities.
  • Work closely with Service Desk and other support teams for service tickets and job requests.
  • Provide IMAC related support (Install, Move, Add & Change applications & hardware) & office machine relocation services.
  • Maintaining complete documentation on IT asset management for client.
  • Vendor Management: handling hardware procurement, request quotation, request software support.
  • Primary support VIP users.
  • Provide technical support and maintenance for meeting room setups, including audio conferencing systems, display screens (TV/projectors), audio equipment, and conference call solutions to ensure seamless meeting experiences.

IT SUPPORT ENGINEER

IBM Malaysia Sdn Bhd
04.2010 - 04.2013
  • Provide end user IT support for users based in Menara Maxis, KLCC and Maxis TOC Sungai Besi via IBM Tivoli software, e-mail, phone & netmeeting on issues related to operating system (Windows XP/7 and Mac), Microsoft Office applications (2003, 2007 & 2010), Maxis applications, printers, telephony, hardware issues and other external application installation and configuration. Provide onsite support if the issues are not able to be resolved remotely. Escalate unresolved problems to 3rd level support such as network team, messaging team, server team and other Maxis application support team. Setup new desktops and laptops for users with company image. Other support location includes Maxis KL Sentral and Sunway.
  • SPMS (Software Platform Management Service) Coordinator. Coordinate request for software package preparation when there is a request to upgrade/update current maxis applications or a new application to be pushed to all machines in Maxis environment. Plan, coordinate & execute activities timeline and gather information for application update via server push (TPMX) from QA session with user. Perform application testing to fit SOE (Standard Operating Environment).
  • Handling laptops and Desktop’s issue using Maximo tool; a web-based ticket system to ensure SLA (Service Level Agreement) is met all the time.
  • Attend VIP users on request/problem.
  • Provide 1st level support for LAN and wireless network.
  • Preventive software & hardware maintenance.
  • Provide IMAC related support (Install, Move, Add & Change applications & hardware) & office machine relocation services.
  • Provide training for users on usage of software and hardware.
  • Dealing with suppliers namely Lenovo, HP, and Ricoh for hardware issues.
  • Asset Management tracking of machines being deployed and returned.

IT FIELD SERVICE TEAM LEAD

Computer Sciences Corporation (CSC) Sdn Bhd
11.2006 - 03.2010
  • Provide end user IT support for users based in Freescale Semiconductor (M) Sdn Bhd via e-mail, office communicator, phone, remote desktop connection & netmeeting on issues related to operating system (Windows 2000 and Windows XP), Microsoft Office applications (2000, Office XP and Office 2003/2007), Freescale applications, printers and hardware issues. Provide onsite support if the issues are not able to be resolved remotely.
  • Escalate unresolved problems to 3rd level support such as network team, messaging team & server team. Setup new desktops and laptops for users with company image.
  • Working in a MONET Express Ticket System environment and ensure all cases are attended on timely manner as per SLA (Service Level Agreement).
  • Keep the Operations Manager informed of task accomplishment, issues, status and prepare daily and weekly reports on the team’s progress. Obtain necessary resources to support the team's requirements.
  • Lead, guide, motivate and ensure team members’ performances are on par with the demand from user.
  • Conduct team meetings weekly to discuss daily operational matters and issues.
  • Serve as a focal point to communicate and resolve integration issues with other teams.
  • Prepare knowledge base and conduct trainings for team members and end users on new applications.
  • Provide hands-on training for Level 1 helpdesk agents.
  • Primary support for Video Conferencing.
  • Provide 1st level support for LAN and Wireless network.
  • Preventive software & hardware maintenance.
  • Dealing with suppliers namely Dell, HP or IBM for hardware issues.
  • Manage assets under CSC support to keep the database up to date all the time.
  • Weekly Microsoft System Management Server (SMS) and Symantec Anti-Virus remediation on client machines for automatic Windows XP updates and virus definitions.
  • Monthly cycle count projects to determine the current location, status and owner of the assets within Freescale KL.
  • Annual software classification projects to determine the legitimacy and relevance of the software and applications installed in desktops/laptops by users.

TECHNICAL SUPPORT EXECUTIVE

Scicom (MSC) Bhd
03.2006 - 09.2006
  • To handle incoming telephone enquiries, problems, or complaints of a technical nature from UK, US and Canada customers relating to F-Secure Internet Security products and resolving it.
  • To capture all relevant information on internal systems and do follow ups.
  • Make any outgoing calls to customers as required resolving an outstanding query.
  • Solve incoming email cases by giving step by step solutions and do follow ups.

CLERK

AIG - American Home Assurance Company Malaysia
12.2004 - 03.2006
  • Process new business policy on the internal system.
  • Verifying and validating of policies.
  • Endorsements and Reinstatement of policies.
  • Process Auto/Manual rejections and cancellation of policies.
  • Issuance of Notice and Offer letters.
  • Sorting and filing.
  • Administration and other clerical task.

DATA ENTRY CLERK

Proton Commerce Sdn Bhd
07.2004 - 12.2004
  • Process new loan applications on the internal system.
  • Liaise with Credit Analysts and follow up on the loan applications.
  • Handling customer’s enquiries pertaining loan applications.

Education

Advanced Diploma - Computer Information Systems

Olympia College
03.2002 - 09.2003

Diploma - Computer Information Systems

Olympia College
02.2001 - 01.2002

Certificate - Computer Information Systems

Olympia College
01.2000 - 12.2000

Skills

Hardware Troubleshooting (desktops, laptops, monitors, peripherals)

Software Installation & Configuration (OS, applications, updates, Outlook, Exchange, M365 setup)

Network Connectivity Support (LAN/Wi-Fi, IP configuration, cabling)

Printer Setup & Troubleshooting (USB, network, multifunction)

User Account Management (Active Directory, password resets)

Remote Access & VPN Support

Mobile Device Support (iOS/Android basic configurations and troubleshooting)

PC Imaging & Deployment Tools (SCCM, MDT, Ghost, etc)

Incident & Ticket Management Systems (ServiceNow, Remedy)

Basic IT Security Awareness (antivirus, encryption tools, DLP)

Meeting Room & AV Support (TVs, projectors, video conferencing)

Soft & Interpersonal Skills

  • Strong Communication Skills
  • Customer Service Orientation
  • Professionalism in User Interactions
  • Team Collaboration
  • Time Management
  • Adaptability & Quick Learning
  • Problem-Solving Mindset
  • Ability to Work Under Pressure

Training

  • 5 Core Processes Training
  • Daily Service Review (DSR) Process
  • Service Restoration Teams (SRT) Process
  • Root Cause Analysis (RCA) Process
  • Escalation & Notification Process
  • ITIL : Problem & Change Management
  • ITIL Awareness
  • Quality Awareness
  • Six Sigma Awareness Training

EXTRA CURRICULAR ACTIVITIES

Olympia College – Raffles Education Group 

  • Director of Events & Sponsorship – Student Council (2003)
  • Director of Social & Welfare - Student Council (2002)
  • Vice President - Infotech Club (2002)
  • Committee member – Student Council (2001)
  • Member of college band – Singer/Guitarist/Drummer
  • Member of college dance group – Rap/Salsa/Bhangra
  • Represented college soccer team


The Boys’ Brigade in Malaysia (Malaysian Youth Uniform Organization) 

  • Lieutenant (2000-2008, 2013)
  • Sergeant (1999)
  • Corporal (1997)
  • Lance Corporal (1995)
  • Awarded the second-highest award “The President’s Award” in 1998

Certification

Certified in Sociology of Customer Service.

References

Mr. Wong Siew Wai
+60 17-515 1002
stevewong@spot-on.com.my

Senior Product Specialist
Spot On Solutions Sdn Bhd


Mr. Loga Sundram

+60 12-617 2064

loga.sundram@rbsap.ricoh.com

Senior Product Manager
Ricoh Business Services Asia Pacific Sdn Bhd

Timeline

SENIOR IT SUPPORT ENGINEER

Globalts Technology System Sdn Bhd
06.2013 - 07.2024

IT SUPPORT ENGINEER

IBM Malaysia Sdn Bhd
04.2010 - 04.2013

IT FIELD SERVICE TEAM LEAD

Computer Sciences Corporation (CSC) Sdn Bhd
11.2006 - 03.2010
Certified in Sociology of Customer Service.
03-2006

TECHNICAL SUPPORT EXECUTIVE

Scicom (MSC) Bhd
03.2006 - 09.2006

CLERK

AIG - American Home Assurance Company Malaysia
12.2004 - 03.2006

DATA ENTRY CLERK

Proton Commerce Sdn Bhd
07.2004 - 12.2004

Advanced Diploma - Computer Information Systems

Olympia College
03.2002 - 09.2003

Diploma - Computer Information Systems

Olympia College
02.2001 - 01.2002

Certificate - Computer Information Systems

Olympia College
01.2000 - 12.2000

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RENNY BALASenior IT Engineer