Ts. Mohamad Khalis Zaim Zainal
Head Of IT Services, Johawaki Group Of Companies
Seri Kembangan, Selangor
Summary
Motivated and highly professional associate with almost 16 years of experience working in IT sector. Spearhead technology deployment and maintenance. Oversee and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with stake holders to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
Work History
IT Manager
Johawaki Holdings Sdn Bhd
Shah Alam, Selangor
10.2019 - Current
- Manage and responsible all information technology and computer systems including to run regular checks/audits on network, systems, ERP and data security as well as to ensure security of data, network access and backup systems.
- Design, develop and implement and coordinate systems, policies and procedures in alignment with user and organizational needs and subsequently to enforce these policies and procedures.
- Overseeing annual IT budget and ensuring cost effectiveness.
- Monitoring daily operations, including server hardware, software and operating systems.
- Provide strategic direction and vision to direct overall design of technology platform to ensure that company current and future business goals can be met.
- Maintain server and IT infrastructure availability, schedule maintenance and patches if necessary.
- Oversee investments in technology hardware, systems, software to meet company goal.
- Selecting and purchasing new and replacement hardware and software, when necessary.
- Testing, troubleshooting and modifying information systems so that they operate effectively.
- Manage and maintain software licensing and ensure all software installed is legit license.
- Manage company hardware inventory to keep track number of hardware that company own and inventory movement.
- Coordinating technology installations, upgrades and maintenance.
- Generating performance reports for operating systems.
- Identifying areas for improvement as well as problematic areas and implement strategic solutions in timely fashion.
- Managing IT staff by recruiting and training employees, communicating job expectations and monitoring their performance
IT Application Monitoring
Kelly Services (M) Sdn Bhd
Kuala Lumpur
04.2019 - 10.2019
- To define overall ICT Application
- Monitoring for Non-Retail Services strategy
- Assist Lead for ICT Application Monitoring for Non-Retail Services and Tool Change Management and application monitoring
- Assist Lead delivery of appropriate and effective communications to Business Partners/ customers /management on issue escalation and resolution at all stages
- Administer and maintain Application Performance Management Systems
- Assess, adjust or create rule sets / monitoring thresholds when required
- Monitor and analyze events, determine actions required to implement resolution of faults to prevent downtime and impact to service
- Ensure information and service mapping for Service
- Assets & Configuration Items are kept up to date throughout its lifecycle
- Strategize and ensure monitoring of management systems are conducted 24/7
- Review and analyze performance reports, and determine opportunities for improvement
- Define and manage overall department KPI aligned to corporate strategic direction
- Establish new SLA calculations
- Monitor and maintain existing SLA for critical applications
- Participate in Major Incident team to investigate and diagnose major incident and ensure timely resolution within SLA targets
- Collaborate with service operations team on faults that are service impacting
- Ensure that appropriate communications are sent on periodic basis to relevant stakeholders
- Review handling of faults, identify issues, and identify areas for improvements
- Responsible parties for compliance on Information Security Management System (ISMS), National Security Council and Critical National Information Infrastructure (CNII)
- Evaluate, fine tune and enhance tools (Application Performance Monitoring and IT Operations Analytics tool) as and when required
Service Coordinator
IBM Global Delivery Centre
Cyberjaya
03.2015 - 05.2018
- Accountable for overall quality, improvement, execution and enforcement of Change Management process
- Responsible for continual review and improvement of change management procedure and work instructions
- Chairs all forms of production Change Advisory Board (CAB) meetings
- Obtains authorization for submitted change requests from Change Authority
- Responsible for planning and leading Quarterly Maintenance change events
- Review of all RFCs (Requests for Change) to ensure that all Change Management requirements and standards are enforced and properly categorized according to established guidelines
- Verifies completeness and timeliness of changes entered into change management system; follows up non-compliant changes made outside change management process
- Evaluates completed changes to ensure change management process was followed and recommend improvements
- Creates Forward Schedule of change and verifies that appropriate communication is sent to all customers (internal and external)
- Responsible for ensuring CMDB resource is kept up to date as changes occur
- Responsible for administering change control and configuration management software
- Assists with scheduling of changes and ensuring proper resources assigned to execute scheduled changes
- Responsible for maintaining pre-authorized and standard change lists
- Oversees emergency change management review, approval and scheduling
- Assists auditors with auditing activities of change management function for compliance with established procedures and IT control framework; ensures corrective actions are and remediation actions are implemented
- Ensures Quality of process and tools; defines and monitors Key Performance Indicators and drives improvements in process, methods and outcomes
- Continuously improve IT Change Management practices in line with ITIL best practice framework
- Ensures standardized methods and techniques are used for preparation, building, testing and implementation of changes to meet process requirements and prevent change-related incidents
- Develops and maintains IT Change Management principles, standards, plans and procedures and their implementation within agreed upon
- Provides guidance, answers questions and coaches participants in correct use of process; identifies training requirements, arranges and provides training for staff, contractors and volunteers
- Schedules and chairs Change Board meeting and co- ordinates urgent changes among IT solution delivery and support teams; reviews changes prior to moving them forward for Change Board review
- Function as central and accepted point of contact and point of escalation for changes and change management process participants
- Ensures that changes to IT Change Management processes, standards, methods and tools are properly approved and communicated to staff before being implemented publicizes and oversees implementation of new scope and improvements
- Assist with training in particular change tool (e.g ServiceNow) when required.
Technical Consultant
Cyberjaya
Cyberjaya
07.2009 - 03.2015
- Involved in Incident Management, Problem Management , Capacity Management, and Operation Management for Shell Global
- Handle Problem Record Root Cause Analysis
- Came out with Known Error and document it on IT Support Database for Operations usage
- Request for Change (RFC) - Initiator, Planner, and Implementer
- Communicate to operations teams/customer any planned or unplanned disruption of business
- Prepare and review system performance and availability reports on servers, mainly about Capacity Trending Performance Report.
- Involve in DRS activity for High Availability servers - Shell Global Trading
- Work with T-Systems on storage related issue (SAN and NAS)
- Maintaining File/Print/Backup services
- Monthly Capacity Trending Performance Report for known problematic servers
- This is based on volume of Incident tickets
Operation Engineer
Atos Origin (M) Services
Kuala Lumpur
01.2007 - 03.2008
- Carries out routine operations that control data processing, peripherals, and communications and networking equipment, including start-up, shutdown and normal re-start procedures
- Carries out routine monitoring, logging and reporting tasks, taking defined action on simple problems
- Reports unforeseen or exceptional events to supervisor
- Carries out and observes all associated administrative and clerical procedures
- Follows strictly, but using judgments where necessary, all relevant instructions and procedures relating to malfunction, safety and security
- Modifies queuing parameters and job priorities within defined limits, to improve job throughput or processing of output
- Following agreed procedures, receives requests for assistance from users in pleasant and professional manner
- Maintains accurate log entries of requests with fault details and contact information
- Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
- Documents any findings on call log
- Following agreed procedures, responds to requests for assistance by providing information to enable callers to solve their problems
- Maintains accurate log entries of contact with resolution details and follow-up information
- Perform ad hoc data center operational tasks assigned by Supervisor from time to time
- Perform daily, weekly, monthly and ad hoc backup with backup application such as Veritas Netbackup &
- Brightstor Arcserve using 4mm,8mm,DLT, Super DLT & Ultrium tapes
- Perform systematic scheduled restores that verify tape or backup media integrity during disaster recovery every 6 month.
Education
Bachelor of Science - Information Technology
Multimedia University
Cyberjaya, Selangor 01.2002 - 08.2006
Skills
- Leadership
Accomplishments
- Implement paperless systems electronic forms internal usage across Johawaki Group
- Review and automates current Johawaki ERP business flow to further enhance efficiency on day-to-day operation
- Implement digital signature (Adobe E-Signature) for Johawaki Group to fulfill requirements of confidentiality & identity authentication on approval process
- Conduct phishing test simulation for Johawaki employees and provide in depth review of the results prior to educate them.
- Exceed monthly expectation goals on audit non-compliance change request 7.8% and non-compliance incident management 0.6% for 5 consecutive months.
- Reduced time efficiency on non-compliance change request audit by removing redundancy checking process. Hours has been saved for audit change request.
Certification
- ITILv4 Foundation
Timeline
Digital Transformation
08-2022
Cybersecurity Foundation
07-2022
- ITILv4 Foundation
07-2021
IT Manager
Johawaki Holdings Sdn Bhd
10.2019 - Current
IT Application Monitoring
Kelly Services (M) Sdn Bhd
04.2019 - 10.2019
Service Coordinator
IBM Global Delivery Centre
03.2015 - 05.2018
- ITILv3 Foundation
04-2010
Technical Consultant
Cyberjaya
07.2009 - 03.2015
Operation Engineer
Atos Origin (M) Services
01.2007 - 03.2008
Bachelor of Science - Information Technology
Multimedia University
01.2002 - 08.2006
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