Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Websites
Timeline
Generic

Adam Johan Mohammed Jamal

Kuala Lumpur

Summary

Experienced IT executive with expertise in customer experience, process improvement planning, and daily operations management. Strategic leader with 5 years of hands-on experience in IT operations and support. Recognized for implementing cost-effective system improvements, streamlining operations, and promoting a positive leadership style.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Executive

Virtual Calibre Sdn Bhd
02.2025 - Current
  • Delivered First Contact Resolution (FCR) across multiple channels (calls, emails, live chat), ensuring swift and effective support for end-users.
  • Provided technical guidance and troubleshooting for enterprise platforms including SAP, Microsoft 365, TravEx, myCareerX, myLearningX, SMART by GEP, myExperts, myPETRONAS, Power BI, and PI Datalink.
  • Resolved Level 1 service desk incidents and service requests end-to-end, maintaining high customer satisfaction and adherence to Service Level Agreements (SLAs).
  • Assisted users with printer setup and configuration, enhancing productivity and minimizing downtime.
  • Monitored and managed daily incident queues, ensuring timely escalation and resolution in line with ITIL best practices.
  • Generated and analyzed daily operational reports and health checks using Power BI, supporting continuous improvement and service transparency.

IT Service Desk Executive

PETRONAS Digital Sdn Bhd
10.2022 - 10.2024
  • Delivered First Contact Resolution (FCR) across multiple channels (calls, emails, live chat), ensuring swift and effective support for end-users.
  • Provided technical guidance and troubleshooting for enterprise platforms including SAP, Microsoft 365, TravEx, myCareerX, myLearningX, SMART by GEP, myExperts, myPETRONAS, Power BI, and PI Datalink.
  • Resolved Level 1 service desk incidents and service requests end-to-end, maintaining high customer satisfaction and adherence to Service Level Agreements (SLAs).
  • Assisted users with printer setup and configuration, enhancing productivity and minimizing downtime.
  • Monitored and managed daily incident queues, ensuring timely escalation and resolution in line with ITIL best practices.
  • Generated and analyzed daily operational reports and health checks using Power BI, supporting continuous improvement and service transparency.

Service Desk Engineer

Singtel Pte Ltd / Infosys Malaysia Sdn Bhd
12.2020 - 05.2022
  • Delivered First-Call Resolution (FCR) for ISD and SaaS-related issues, resolving Level 1 service desk tickets end-to-end with a customer-first approach.
  • Designed, developed, and deployed an internal knowledge base system (TAP) using HTML, Java, and PHP, significantly reducing average call handling time and improving troubleshooting accuracy.
  • Administered and supported a range of SaaS platforms including Office 365, Google Workspace, business web hosting, and domain/email services for corporate and government clients.
  • Created comprehensive email data migration guidelines, streamlining transitions and minimizing user disruption.
  • Collaborated with the Operations Manager in the Singtel Hackathon, securing 2nd place by automating a legacy product to enhance customer accessibility.
  • Spearheaded process improvements that eliminated 1,000+ redundant emails through automation, enabling self-resolution and reducing operational workload.
  • Cut operational costs by 16% by optimizing workflows and removing inefficiencies in the fault reporting process.
  • Boosted Customer Experience (CX) scores by eliminating red tape and simplifying service delivery.

Education

Bachelor of Science - Computer Science

Universiti Tenaga Nasional (UNITEN)
Malaysia
12-2020

Skills

  • Technical consulting
  • Application development
  • Web Development
  • Software development
  • Performance improvement
  • IT service management
  • Technical solution development
  • System enhancement
  • Google Workspace

Accomplishments

    Achieved CE Heroes (Customer Excellence Award) in Singtel Ltd. for 8 consecutive months

    Achieved Best ICT Shift Agent Award in PETRONAS Contact Centre (PCC) for 3 consecutive months

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)

Certification

Certified Nexthink Professional in IT Support

Certified Nexthink Associate from Nexthink

AWS Cloud Practitioner 2020: Cloud Security & Compliance


Timeline

IT Executive

Virtual Calibre Sdn Bhd
02.2025 - Current

IT Service Desk Executive

PETRONAS Digital Sdn Bhd
10.2022 - 10.2024

Service Desk Engineer

Singtel Pte Ltd / Infosys Malaysia Sdn Bhd
12.2020 - 05.2022

Bachelor of Science - Computer Science

Universiti Tenaga Nasional (UNITEN)

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Adam Johan Mohammed Jamal