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CV Experienced IT System Analyst and Field Service Engineer / Technical Support in Malaysia

Experienced IT System Analyst and Field Service Engineer / Technical Support in Malaysia

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CV/Resume ID no.: 107141

Location (Residence): Kelana Jaya, Malaysia
Citizenship: Malaysia
  Native: Malay Malaysia
  Other: English
Education & Experience: Work Authorization & Relocation:
  Bachelors in Computer Science

Years of Experience: 10 years
Authorized to work in:
Present Location:
   Malaysia, Selangor
   Anywhere (International)
Category Subcategory Ability Experience
IT/Communications Support (Op. Sys.) Experienced 12 years
IT/Communications Systems Analyst Experienced 10 years
IT/Communications Support (Applications) Experienced 12 years
IT/Communications Systems Integration Basic 10 years
IT/Communications Support (Hardware) Experienced 16 years
IT/Communications SAP/ERP Experienced 10 years
CV/Resume Details
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

I have 6 years working experienced in MNC company. I'm fast learner and hard working person. I'm Diversity Chairman for KL Diversity Team. I'm a trainer for ASIA on SAP and PDT. I like to work with all people and take new challenge to get new opportunity. For me, everyday is a learning path for future day.

2. Work Experience - CV/Resume Part 2 [Mandatory]

1. Company Name : Air Products From/To : 2006 to Present
Position Title : Asia System Support Analyst
Specialization : IT/Computer - Network/System/Database Admin
Role : Network/System Engineer
Industry : Manufacturing / Production
Monthly Salary : MYR 3,250.00
Work Description : - Ensure that a high quality support function is maintained for the Asia Centralized Scheduling Team and all the Field Locations.
- Cooperate with plant people in SEA (Malaysia, Singapore and Indonesia) and NA (China, Taiwan and Korea) for error or problem in SAP System, LB Shell and PDT.
- Responsible for the accuracy and maintenance of the master data and operational data in the main scheduling support tools LB Shell and Route Master.
- Power User for SAP SD and AIDC for PDT related issue.
- Point of Contact for SCC (Support Center and Competency) communication.
- Troubleshoot PDT problem remotely (software, hardware, network) and run PDT Administrative task.
- Support second phase project (China, Taiwan, Korea) in technical support and SAP System.
- Troubleshooting Windows XP, MS Office 2003 and MS Office 2007.
- Responsible for investigating and all Liquid / Bulk and Packaged Gas PDT daily Error Reports.
- Responsible for investigating and clearing the daily LB Shell / SAP Interface Error Report.
- Provide support to the schedulers in monitoring ERAM (Telemetry system).
- Scheduler for Non Trip Shipper to plant at Malaysia, Singapore, and Indonesia for pick-up customer.
- To run SAP Control Reports, investigated and cleared as per agreed frequencies.
- Provide training to driver and plant dispatcher to use PDT effectively and working in SAP and LB Shell environment.
- Liaise with CSO, Holding department, Billing department on wrong Ship-to and problem with the Sales Order or Invoice and vendor for hardware problem.
- to implement SAP Clean Desk Policy is consistently.
- To monitor and analyze SAP inventory level to ensure accuracy and identify adverse trends / problems.
- To assist Distribution Scheduling System Support Manager in all aspects of Continuous Improvement programs.
- Transfer Remedy Ticket to 3rd level if problem not solved within our area of expertise.
- To meet ISO Quality System requirements by developing and implementing of appropriate procedures and processes.
- Chairman of Diversity and Inclusion Action Team

2. Company Name : CSA ( Computer System Advisor) From/To : 2004 to 2006
Position Title : Field Service Engineer / Customer Engineer Position Level : Junior Executive
Specialization : IT/Computer - Network/System/Database Admin
Role : Network/System Engineer
Industry : Call Center / IT-Enabled Services / BPO
Monthly Salary : MYR 1,800.00
Work Description : I was located in Freescale Sdn Bhd, Sg Way, Petaling Jaya. My resposibility is :
Working in MONET Express Ticket System environment

Provide 2nd level support via Email, Instant Messenger and Phone for problems with desktop and laptop in the area of operating system, e-mail, operating system (Windows 2000 and Windows XP), Microsoft Office software( Office 2000, Office XP and Office 2003), standard software, wireless network and Local Area Network, printer and hardware problem. Check onside if the problem cannot be resolved by telephone or mail.

Setup new computer for user with standard software that needed in company environment.

Troubleshoot computer ( Desktop / Laptop ), printer (network / local), network ( Wireless / LAN )

Provide End User Support for user in Freescale Semiconductor, that is around 15 000 desktop, laptop and printer and 20 000 user at Freescale Semiconductor (M), Petaling Jaya.

Remotely troubleshoot the problems using Netmeeting, Timbuktu software or Remote Desktop Connection.

Log-in all the troubleshooting cases into MONET Express Ticket System (Helpdesk System and Tools).

Proper following up is done to ensure that tickets opened are closed or followed up accordingly.

Handling customers queries as per SLA (Service Level Agreement) and make sure it followed by all the time.

Create ticket for user if users havent created ticket but come directly to our team like setup PC or others problem.

Escalate the un-resolved problems to third level support such as network team, outlook team or server team.

Sometime our team is like first level support because customer always calls our team to help them without through the helpdesk team. If the problem related to us, we will create a ticket and resolve the problem. If not, we will ask user to call helpdesk or will help them to create ticket and transfer to right team.

Send report to site coordinator every week about what we have done in that week. Send report to our supervisor everyday about any issue or update that we have done.

Responsible to update all Asset Management under CSA support to keep the database up to date at all time.

Provide training and prepare documents for the end user to use necessary applications like how to setup outlook profile.

Preventive maintenance. Make sure all pc connected to network have antivirus software and successfully updated.

Make a deal with Dell, HP or IBM if the user having problem with their computer hardware.

3. Company Name : McDonald's From/To : May 2000 to Sep 2005
Position Title : Crew Leader Position Level : Junior Executive
Specialization : Food/Beverage/Restaurant Service
Role : (not provided)
Industry : Food & Beverage / Catering / Restaurant
Monthly Salary : MYR 750.00
Work Description : Assist Shift Manager during operation hours

Give training to new staff on every station that assign to them.

Responsibility to department that assign to every crew leader. For me, Equipment and training department was assign to me. For equipment department, I have to make sure every equipment is in good condition during operation hours. If there is problem, I will report to Equipment manager to take action about that equipment. I will update Ordering Manager to order new equipment if the part will be finish. For training department, I will update crew training chart in crew personal file according to the training that they will involve. Assist training manager to update any crew that need training for station that they are weak on it. Implement and make sure the training schedule is followed by all crew leader and running in the schedule time.

Acting like a role model for crew to make sure all crew is under control and discipline during operation hour.

Read a report from the previous crew leader from others shift before start working and write a report in Crew Leader Communication Book after finish working hour to update any information for them.

3. Education & Training - CV/Resume Part 3 [Mandatory]

1. Qualification : Bachelor's Degree
Field of Study : Computer Science/Information Technology
Major : Computer Science
University : Universiti Kebangsaan Malaysia, Malaysia
Graduated : 2004

2. Qualification : Primary/Secondary School/SPM/"O" Level
Field of Study : Sciences
Major : Pure Sciences (11 Agregat)
Institute : MRSM Terendak, Melaka, Malaysia
Graduated : 1997

4. Computer Skills - CV/Resume Part 4 [Mandatory]
Setup and troubleshoot PC (Advanced ), MS Office (Advanced ), SAP S/ ERP (Advanced ), Printer,
Setup and troubleshoot PDT / PDA (Advance), Networking (Intermediate)
5. Other Skills - CV/Resume Part 5 [Optional]
Customer Services (Intermediate )
6. Additional Information - CV/Resume Part 6 [Optional]
- Providing Technical Support on PDA (Software, Hardware and Network Issue) and Computer support (Software - Windows 2000 and XP / MS Office 2003 and 2007), Hardware and Network Issue).

- Checking error daily using SAP (ERP) System in Air Products.

- Providing Training to SEA User and North Asia Power User on PDT and SAP System in Air Products.

- Run Report (error log, scheduling and inventory) daily for South East Asia in Air Products.

- Support second phase project (China, Taiwan, Korea) in technical support and giving training on PDT and SAP System.

- I have 3 years experience as second level support in a MONET Express Ticket System environment.

- Experienced in providing 1st level and 2nd level support to clients in Freescale Semiconductor (M) Sdn Bhd, Petaling Jaya and System Support Analyst in Air Products.

- Providing helpdesk support, specializing in computer hardware (troubleshoot and setup), operating system (Windows 2000 / Windows XP ), software (Microsoft Office 2000 / Office XP / Office 2003), network ( wireless and LAN ), printer (network / local), e-mail, SAP, LB Shell and PDT.

- Good communication skills in English and Malay

- Chairman of Asia Diversity and Inclusion Action Team.


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Experienced IT System Analyst and Field Service Engineer / Technical Support in Malaysia
CV/Resume ID no.: 107141

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