SYAHRULZAMAN AHMAD
Team Lead - Tech Support
Kuala Lumpur
Summary
Experienced in a distributed environment, versatile Support Specialist with expertise in managing data, technical issues, and personnel support tasks. 25 Years of experience in IT Support and Data Center Support. Self-motivated and attentive problem solver with strong interpersonal skills. Effective communication and collaboration with colleagues and clients.
Overview
26
26
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Team Lead - Tech Support
ConceptWay Solutions (M) Sdn. Bhd.
Mont Kiara, Kuala Lumpur
01.2023 - Current
- Manage the company's laptop, desktop, and server infrastructure.
- Oversee asset management and maintain key documentation.
- Assist with MDEC eXpats-related matters.
- Provide technical support for the company website and application development.
- Played a supporting role as Lead and Tech Support for the ConceptWay team in the National Integrated Immigration System (NIISe) Project.
- Coach team members on essential techniques to complete job tasks efficiently.
- Collaborate with department leads to streamline workflows, enhance interdepartmental coordination, and achieve business objectives.
- Improve customer satisfaction by ensuring timely project completion and maintaining high-quality standards.
- Enhance overall team performance through regular coaching, feedback, and skill development initiatives.
Senior Data Center Support Specialist
Amway IT Sdn. Bhd.
04.2013 - 09.2020
- Manage the coordination and overall integration of technical activities in data center infrastructure projects, including network infrastructure, structured cabling, storage appliances, compute resources, firewall appliances, and other critical components.
- Diagnosed and troubleshot hardware and physical network issues.
- Researched and identified solutions to technical problems.
- Lead individuals, teams, and multiple groups of data center technicians/vendors, overseeing workflow, quality assurance processes, asset management, and maintenance of key documentation.
- Consult with Amway management, IT provisioning teams, and technical staff to plan project specifications and procedures.
- Engage with the Amway engineering team to develop solutions and processes that enhance data center efficiency, resolve technical issues, and integrate new technologies.
- Played a primary role in the design and implementation of the data center.
- Collaborate with cross-functional teams to develop optimal solutions supporting future growth, including data center migration and decommissioning.
- Maintain up-to-date documentation of data center and IT operations.
- Support Amway IT Operations in a secondary role as a Team Lead, monitoring the global system (AS400, Windows, Unix).
- Manage incident tickets and serve as the major/critical incident coordinator.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with internal teams.
- Assist IT Operations with team scheduling and staff training.
- Improved Amway internal teams satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Monitored system performance to identify potential issues.
Senior System Engineer
MFX Sdn. Bhd.
Jalan Imbi, Kuala Lumpur
01.2010 - 02.2013
- Perform desktop maintenance, troubleshooting, and daily operations.
- Reduced downtime for critical systems by proactively identifying potential issues and conducting preventative maintenance.
- Set up and maintain servers, including Windows Server and Linux Server.
- Installed and configured network printers and other peripheral devices.
- Troubleshoot end-user issues on Windows and Mac systems.
- Identified software issues and handled troubleshooting to resolve quickly.
- Manage data backup and retrieval using tape storage (LTO and SDLT).
- Maintain video and audio equipment.
- Conduct research and development (R&D) for new software and hardware solutions.
- Set up and maintain networking infrastructure, including small business modems, switches, and routers.
- Maintain accurate administrative records of IT equipment movement, networking, application software, and related IT information.
Remote Technical Agent
IBM Malaysia Sdn Bhd
01.2009 - 12.2009
- Provide technical support via phone, email, and fax.
- Handle 1st-level support for hardware, software, custom applications, desktops, notebooks.
- Improved customer satisfaction by resolving complex technical issues in a timely manner.
- Diagnosed hardware malfunctions accurately, guiding customers through necessary repairs or replacements.
- Act as the single point of contact (SPOC) for IBM products.
- Provided expert recommendations on suitable hardware upgrades or replacements based on individual client needs.
- Enhanced team performance by providing ongoing training and support to junior Technical Agents.
IT Technician
Universiti Kuala Lumpur – Malaysian Institute of Aviation Technology
01.2008 - 12.2008
- Perform desktop maintenance, troubleshooting, and daily operations.
- Manage network and server maintenance.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Assist with all operational issues in the IT department.
- Support web development initiatives.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Implement and manage antivirus solutions.
Technical Support
IPNet Computer & Network
03.2006 - 01.2007
- Offered basic technical support for clients on wide range of company products.
- Provided technical support to clients, troubleshooting issues promptly for optimal customer satisfaction.
- Increased customer satisfaction by providing efficient technical support and troubleshooting assistance.
Technical Support (Industrial Training)
Heritage Forte Sdn. Bhd
06.2005 - 12.2005
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Technician (System Maintenance, Trouble Shooting and Operation)
Cyberlife Connection Sdn. Bhd.
08.1999 - 08.2001
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and cctv.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
Education
Diploma - Engineering (Computer/Telecommunication)
University Kuala Lumpur Malaysia France Institute
Bangi, Selangor 04.2001 -
Sijil Pelajaran Malaysia (SPM) - Science & Technology
Kolej Sultan Abdul Hamid
Alor Setar, Kedah 04.2001 -
Skills
Operations management
Coaching and mentoring
Customer focus
Conflict resolution
Attention to detail
Project management
Team supervision
Teamwork and collaboration
Problem-solving
Analytical thinking
Documentation and reporting
Technical support
Problem-solving abilities
Certification
CCNA - Cisco Certified Network Associate
Timeline
Team Lead - Tech Support
ConceptWay Solutions (M) Sdn. Bhd.
01.2023 - Current
CDCP - Certified Data Centre Professional
12-2014
Senior Data Center Support Specialist
Amway IT Sdn. Bhd.
04.2013 - 09.2020
Senior System Engineer
MFX Sdn. Bhd.
01.2010 - 02.2013
Remote Technical Agent
IBM Malaysia Sdn Bhd
01.2009 - 12.2009
IT Technician
Universiti Kuala Lumpur – Malaysian Institute of Aviation Technology
01.2008 - 12.2008
Technical Support
IPNet Computer & Network
03.2006 - 01.2007
CCNA - Cisco Certified Network Associate
12-2005
Technical Support (Industrial Training)
Heritage Forte Sdn. Bhd
06.2005 - 12.2005
Diploma - Engineering (Computer/Telecommunication)
University Kuala Lumpur Malaysia France Institute
04.2001 -
Sijil Pelajaran Malaysia (SPM) - Science & Technology
Kolej Sultan Abdul Hamid
04.2001 -
Technician (System Maintenance, Trouble Shooting and Operation)
Cyberlife Connection Sdn. Bhd.
08.1999 - 08.2001
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