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CV IT Administrator Citibank N.A. Singapore, Infineon Technologies (M) Sdn Bhd Malaysia

IT Administrator Citibank N.A. Singapore, Infineon Technologies (M) Sdn Bhd Malaysia

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CV/Resume ID no.: 110940

Location (Residence): Bandar Selesa Jaya, Skudai, Malaysia
Citizenship: Malaysia
  Native: Malay Malaysia
  Other: English
Education & Experience: Work Authorization & Relocation:
  Vocational in Computer Technologies

Years of Experience: 12 years
Authorized to work in:
   European Union, UK (in particular), United States, Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Bouvet Island, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Rep., Chad, Chile, China, Christmas Island, Colombia, Comoros, Congo, Congo, Dem. Rep., Cook Islands, Costa Rica, Cote D'ivoire, Croatia, Cuba, Cyprus, Czech Rep., Denmark, Djibouti, Dominica, Dominican Rep., Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Islamic Rep. of, Iraq, Ireland, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Dem. Rep., Korea, (South), Kuwait, Kyrgyzstan, Lao, Dem. Rep., Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jama., Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, FYR, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Russian Federation, Rwanda, Samoa, San Marino, Sao Tome & Principe, Saudi Arabia, Senegal, Serbia & Montenegro, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, Spain, Sri Lanka, Sudan, Suriname, Svalbard, Swaziland, Sweden, Switzerland, Syrian Arab Rep., Taiwan, POC, Tajikistan, Tanzania, Thailand, Timor (East), Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, British, Virgin Islands, U.S., Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe
Present Location:
   Singapore, Singapore
   Anywhere (International)
Category Subcategory Ability Experience
IT/Communications Administrator Experienced 18 years
IT/Communications Systems Analyst Experienced 6 years
IT/Communications Data Management Experienced 6 years
IT/Communications Support (Applications) Experienced 16 years
IT/Communications Support (Op. Sys.) Experienced 16 years
CV/Resume Details
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.

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

ASSISTANT MANAGER – Citibank N.A. Singapore
2006 - Present
ISA Team Lead (5/2006- - present)
• Promoted to Team Leader, handling escalation processes and mentoring other support professionals while working via in-house request system (VSR), email, phone and chat.
• Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information
Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.
• Provide 2nd Level Regional ISA support to all IT Department users in Citibank.
• Responsible to ensure all requests submitted to ISA being process within the SLA/O.
• Provide comprehensive ISA support, security configuration, maintenance, and training for users and promoted value added services for existing clients.

SYSTEM ANALYST – Infineon Technologies (M) Sdn Bhd Malaysia
Call Center Supervisor
• Responsible to supervise and leading the Call Center Agents to provide the 1st Level IT helpdesk support to the end users in whole APAC Region.
• Rollout the Call Center System in Infineon Sites in Malacca, Kulim, China (Suzhou, Shanghai and Hong Kong), Batam and Singapore.
• Managing/utilize the Call Center Application and Hi-Path Siemens program to manage call center metrics, lead call calibrations, and perform random-sample audits on email and chat sessions.
• As an Incident Manager to the IT Department to ensure the incidents happen to be restore back to normal as soon as possible
• Responsible to provide a monthly KPI to the Global Infrastructure Head
• Conducting training to the Call Center Agents from time to time to ensure the agents are always updated and fit to provide a better solution to the users

Desktop Support
• Performed hardware and software installations and provided high-level customer care, training, and technical support.
• Assembled and installed a wide array of computer systems, workstations, and peripheral hardware.
• Responsible to maintain the in-house barcode printing system, new patches updates etc.
• Rollout the in-house barcode printing system in Infineon Sub-con company in Shanghai, Chiang Mai and Penang.

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

Professional Certificate in Computer Science ~ POLITEKNIK PORT DICKSON - 1998

• Information Technology Infrastructure Library (ITIL) - 2006
• 7 Habits - 2005
• Supervisory Skill - 2005
• Microsoft Certificate System Engineer (MCSE)
• Cisco Certified Network Associate (CCNA)

4. Computer Skills - CV/Resume Part 4 [Mandatory]
Windows 9x, NT, 2000, Vista and 7.
Ms Office Applications
CA Supported Product such eTrust and Tectia.
PAR (Password Archive Repository)
Call Center System
5. Other Skills - CV/Resume Part 5 [Optional]
Electrical Basic Wiring
6. Additional Information - CV/Resume Part 6 [Optional]
Result Oriented
Fast Learner
Very Hardworking
Responsible Person
Leadership Skill


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IT Administrator Citibank N.A. Singapore, Infineon Technologies (M) Sdn Bhd Malaysia
CV/Resume ID no.: 110940

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