Syed Husayn Bin Syed Ali Al-Idrus
IT Engineer
Kuala Lumpur
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
IT Engineer
PSQ
09.2018 - Current
- Administer and optimize cloud platforms (Azure).
- Manage virtualization technologies (VMware, Hyper‑V)
- Implement backup, replication, and disaster recovery strategies.
- Implement and maintain security controls: firewalls, MFA, endpoint protection, SIEM alerts, identity management.
- Improve efficiency of patching, monitoring, and provisioning processes.
- Develop automation scripts (PowerShell) to streamline operations.
- Advanced experience with:
Windows Server, Linux distributions
Active Directory, Azure AD, Group Policy
Networking (switching, routing, firewalls, SD‑WAN)
- Act as the primary technical point of contact for key clients or business units.
- Understand client workflows, pain points, and future growth plans to recommend technology improvements.
- Provide clear, proactive communication regarding incidents, project updates, and system changes.
- Conduct regular meetings or service reviews with clients to discuss performance, risk, and improvements.
- Provide senior‑level troubleshooting for complex infrastructure, cloud, and network issues.
- Lead priority incidents and ensure clients are consistently informed with professional updates.
- Serve as an escalation point for support teams during major outages or complex problems.
Incident Coordinator
Huntsman
04.2017 - 05.2018
- Ensured compliance with industry regulations and company policies during all stages of the incident management process.
- Manage and track the full lifecycle of incidents—from identification to resolution and closure.
- Assess incident severity, business impact, and urgency to determine appropriate response levels.
- Ensure incidents are logged accurately and prioritized according to established SLAs.
- Coordinate technical teams during incident investigation and recovery.
- Escalate issues to specialized technical teams or vendors as needed.
- Ensure collaboration between service desk, infrastructure, application, and network teams.
- Monitor escalated incidents until full resolution.
- Ensure compliance with ITIL Incident Management policies and workflows.
- Recommend improvements to incident management procedures.
Maintain and enhance incident handling playbooks and runbooks.
Helpdesk Support Engineer
DXC Technology
02.2017 - 04.2018
- Assisted in the successful migration of company email system to Office 365 while minimizing disruption to daily operations.
- Provide remote support for end users worldwide via ticketing, email, chat, or phone.
- Troubleshoot issues related to:
Windows, macOS, and mobile operating systems
Office 365 / M365 applications
VPN, remote access, and network connectivity
Hardware (laptops, desktops, peripherals)
- Perform account administration: password resets, MFA support, access provisioning.
- Follow global SOPs to ensure consistent troubleshooting.
- Log all support requests in the global ticketing system (ServiceNow).
- Prioritize and route incidents based on severity and business impact.
- Ensure SLAs are met across all regions.
- Support global IT initiatives, rollouts, and software deployments.
IT Support Consultant
OPPO
01.2016 - 01.2017
- Provide first‑level troubleshooting for smartphone issues.
- Diagnose and resolve problems related to:
OS functionality and updates
Apps and app store issues
Email configuration and syncing
Wi‑Fi, Bluetooth, and mobile data connectivity
Device performance, battery, storage, overheating.
- Respond to support requests via phone, chat, ticketing system, or in person.
- Document issues and resolutions thoroughly.
- Provide clear, user-friendly instructions to non‑technical customers.
- Escalate complex issues to higher-tier support as needed.
- Perform basic hardware checks (screen, audio, sensors, charging, buttons).
- Support warranty claims or escalate repairs to authorized service centers.
Education
Bachelor's in Information System - Computer And Information Systems
Universiti Tenaga Nasional (UNITEN)
Kajang, Selangor, Malaysia 04.2001 -
Skills
IT documentation
Information security
System administration
IT asset management
IT incident management
System updates
Server maintenance
Troubleshooting and resolution
Technical consulting
Technical documentation
Timeline
IT Engineer
PSQ
09.2018 - Current
Incident Coordinator
Huntsman
04.2017 - 05.2018
Helpdesk Support Engineer
DXC Technology
02.2017 - 04.2018
IT Support Consultant
OPPO
01.2016 - 01.2017
Bachelor's in Information System - Computer And Information Systems
Universiti Tenaga Nasional (UNITEN)
04.2001 -