ITO Service Delivery Consultant
Hewlett Packard
Total years of experience :24 years, 0 Months
SME for Service Components & Application Components. Provides assigned components lifecycle technical & processes support. Provides technical solution delivery, problem solution delivery & technical decision making. Ensure all solutions are compliance with the security baseline. Provides technical input, solutions, and recommendations to internal Technical Team Lead and Tower Owner. Provide reviews on Knowledge Base documents created by Operation Team. Proactively involve in new technology innovation/service improvement program. Assist in managing Operation Stability (Situation, Problem Management & Incident Management).
Perform weekly Distribution Point (DP) servers scan to ensure the integrity of the source files in the depository. Ensure that the MD5 Hash Checker script is triggered as per schedule to validate the source files. Re-engineer the Nomad Branch agent to ensure it works with current operating system. Provide training to 3rd and 2nd level support engineers. Performed RCA on issues related to SCCM infrastructure. Act as a Subject Matter Expert (SME) for SCCM related discussions in meetings with Shell’s Business Representatives. Regularly check and retire End-of-Life (EOL)/End-of-Support (EOS) applications to ensure storage for software repository is utilized economically. Constantly monitor software collections and advertisements are structured in accordance to Shell’s naming convention.
Key Achievements:
Windows 7 Deployment Project
Focal point for Windows 7 Deployment issue management
Verify and analyze issues escalation by Operation team
Performed Root Cause Analysis (RCA) to Win7 issues that require in-depth investigation
Provide workaround/interim solutions to the Operation team as a temporary solution to address the reported issues
Liaise with Microsoft for newly discovered bugs/issues related to Win 7
Develop new GPOs that are needed to suit into Shell’s environment
Focal point for Windows 7 Issue Management related enquiries and communications to POC and Early Adopters
System Management Operation provides Level 3 support for Software Distrubution issues in Shell environment. It serves as the last point of escalation for issues related to Software Distribution, OS Deployment and Security Updates. Ensure the smooth operations of software and patch distribution, OS deployment and assets management.
Roles & Responsibilities:
Focal point for down-the-wire Vista migration issues
Monitor Distribution Point (DP) servers’ performance
Generate health status report and present it during team meeting
Work on incident ticket escalations from 2nd level team
System Management Operation representative in War Council meeting for Situations related to System Center Configuration Manager (SCCM)
Ensure the EKMS (Knowledge Based System) is updated with the corrective steps for Tier 1 and 2 support to address related issues
Perform ScanDP to ensure the integrity of the software in the repository
Responsible in the deployment phase and distributing software from 6b to 7a phase using Active Directory Group Policy (AD GPO)
Provide training to 1st and 2nd level of support fow newly introduced services
Work with vendors such as Microsoft and 1E for newly discovered issues related to SCCM and Nomad Branch
Global Service Desk primary function is to provide 1st and 2nd level of support to external client. We serve as the main point of contact for BASF Petrochemical users within the Asia Pacific and Japan (APJ) region for any IT related issues and IMAC (Install, Move, Add, Change) request in order to facilitate our client to manage all aspects of their IT environment throughout the infrastructure lifecycle. Products that we support includes Microsoft, SAP, IBM and Novell. My roles within the team includes:
Roles & Responsibilities:
Provide 2nd level of support for IT technical issues escalated by 1st level of support
Ensure any issues that could not be resolved within scope are escalated to 3rd level team
Assist team leader in preparing reports, updating the knowledge base as well as Root Cause Analysis (RCA)
Call Centre IT Services (later known as Enterprise Infrastructure Call Centre) works as the main contact point for over 2000 TV Broadcaster users within Caldecott Broadcast Centre to news bureaus across the globe on any IT related issues. The team supports product from vendor such as Microsoft and IBM.
Roles & Responsibilities:
Handle requests through call, email, fax and direct input by end users into the Call Logging system.
Perform call logging and problem diagnosis and resolution at first call (FCR) using remote desktop program NetMeeting, routing or escalation to Level 2 for further action, monitoring through to resolution and call closure.
Assist Call Centre team lead in creation of Call Centre Guides and Standard Operating Procedures (SOP)
Provide assistance to Deskside Support during fluctuation of activities (E.g.; New PC deployments)
Products in focus are; Windows XP, Windows Vista, Windows 2003 Active Directory, Microsoft Office, Lotus Notes
Ministry of Education Singapore (MOE) has appointed HP to provide Information Technology support under Information Technology Support for School project (ITSS) with objective to improve the Information System workflow in 3 zones in Singapore (North, East & South).
Roles & Responsibilities:
Provide 1st level of support to Greenwood Primary School users consist of hardware and software issues, MOE web applications such as COCKPIT, Spydus, GEBiz, Edumail and client based applications such as Lotus Notes and Microsoft Office suites.
Administer domain accounts using Active Directory (AD) in Windows 2003 Enterprise platform
Provide on-site support for official functions such as sports day, parents-teachers meeting and P1 registration day
Ensure latest security patches are properly installed using CA Software Delivery too all clients under my supervision
Prepare IT related documentation and provide technical advice to the Head of IT Department on IT related purchases
Act as advisor to the head of department during Proof of Concept (POC)
MOE Singapore appointed NCS to provide IT support for education institutions within West Zone of Singapore.
Roles & Responsibilities:
Perform 1st level of problem diagnosis and troubleshooting issues related to computer hardware, applications and IT related devices (E.g.; PC Breakdown, corruption of lesson packages & video playback failure)
Provide technical assistance and advice on usage of simple functions of software and hardware peripherals (E.g.; LCD projector, MS-Office)
Perform basic administration support such as new user creations and terminations in AD and manage asset inventory
Conduct routine preventive maintanance tasks such as OS reimaging, virus eradication and software upgrade
Perform daily, weekly and monthly incremental backup to ensure users data are intact in the event of hardware/software catastrophe
Cyberfield Sdn. Bhd. (later known as MOL Access Portal Berhad) is one of the earliest IT solution provider in Malaysia which focusing in CyberCafe business back in 1997. It specialized in the development of CyberCafe Management System and provide technical consultancy for CyberCafe business.
Roles & Responsibilities:
Provide IT technical support to internal users
Perform day t0 day hardware troubleshooting including servers, desktops, notebooks and printers
Maintain and regularly update company’s website
GCE A-Level
Sijil Pelajaran Malaysia (SPM), 1st Grade with 19 aggregate