October 2022 - October 2023

IT Manager  Sayfol International School

I am responsible for planning, overseeing, and managing the IT infrastructure of the organization. The role includes determining the IT needs of the organization and implementing the computer systems and network to fulfill the organization’s information systems requirements, such as PABX, Microsoft applications such as O365, Win10, VMware, vSphere, Cisco, FortiGate, Ruckus, Windows Server and the AWS platform. Software management and maintenance work with respective vendors to oversee all organizations. I have successfully managed and delivered multiple IT infrastructure projects, including data center migrations, network upgrades, monitoring issues, and cloud migration initiatives. Manage and facilitate effective Helpdesk management and hands-on end-to-end resolution of problems. Handling MOHE issues hands-on end-to-end resolution of problems reported to ensure quality, timely resolution, and delivery of vendor SLAs. Provide lead support to service management analysts in managing day-to-day services. Provide priority support for VVIP users, Preparing weekly,monthly and annual meeting report submissions are part of my task.

January 2013 - October 2021

Service Desk Manager / Project Manager  Taylor's University Malaysia

As a service desk manager, I am responsible for managing the daily operations of the service desk and monitoring ITSM. Team management is part of my job. The service desk team consists of 16 members, representing the team to other stakeholders and helping to ensure that the service desk is constantly developing. I never fail to motivate my teammates when they face downfalls. Scheduling jobs according to their skills and availability is part of my task. Led cross-functional teams comprising system administrators, network engineers, database administrators, VMware,Windows servers and vendors to ensure seamless project execution. Monitored project budgets, tracked expenses, and maintained financial controls to ensure projects were delivered within budgetary constraints. Handling vendors was my core job too. My main vendors are Microsoft, Dell, HP, Adobe, IBM, Oracle, etc. Good knowledge of Dell computer hardware and IT (fundamentals in networking such as SQL,LAN, WAN, and security). I always understand the organization’s business. Work with the ability to think critically about systems and to adjust consistently as needed. Most important, effectively managing,developing, and training the service desk team Mainly, the job tasks are to resolve network issues,configure operating systems, install software, and maintain the PCs,laptops, Microsoft products,Google, Zoho, Azure, AWS, server storage backups, Proton Mail, Server 2012 R2, 2016, 2019, Active Directory, SQL configuration, ID creations, etc. My expertise in messaging and communication was done using Skype, Teams, Polycom, Zoom, and Blue Jeans. I have successfully completed more than 20 projects at Taylors University, such as building network planning, providing Wi-Fi to the entire 7 campus buildings, and many more. Monthly review of incident resolution via monthly reports generated from the ticketing system as well as conducting review meetings with the vendor's  from Group Retail Distribution on the statuses of the reported incidents We do support regional offices in Vietnam and Canada.

December 2009 - December 2012

IT ServiceDesk engineer  DHL IT Service Management

Highly skilled and dedicated IT Service desk engineer with well-earned experience in providing exceptional technical support and customer service. It's a challenging position in a dynamic organization where I can utilize my technical expertise and problem-solving skills to effectively resolve IT issues and contribute to the smooth operation of the company's IT infrastructure. Using multiple ticketing systems such as IT ServiceDesk, ServiceNow, Zendesk, and JIRA As a data center technician,we deploy and maintain the company's data center server and network by installing,configuring,testing, troubleshooting, and testing hardware and software. Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.