ADRIAN WILFRED
BANTING
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
18
18
years of professional experience
Work History
Incident Management Analyst
Atos Services (M) Sdn Bhd
03.2022 - Current
- Led and managed incident management processes, ensuring timely resolution of critical incidents to minimize their impact on business operations.
- Developed and implemented incident management strategies and procedures, aligning with industry best practices and ITIL framework.
- Orchestrated the coordination of cross-functional teams, including technical teams and vendors to effectively manage and resolve incidents.
- Prioritized incidents based on their business impact, severity, and urgency, ensuring appropriate resource allocation.
- Conducted thorough incident investigation and root cause analysis (RCA) to identify underlying issues and implement preventive measures.
- Maintained accurate and comprehensive incident records, ensuring documentation of incident details, actions taken, and resolutions provided.
- Communicated incident status updates, impact assessments, and post-incident reports to relevant Team in a clear and concise manner.
- Collaborated with service desk teams and other relevant support teams to improve incident management processes and enhance service delivery.
- Discuss in training sessions to educate on incident reporting, escalation, and communication procedures.
- Analysed incident data and generated reports to identify trends and areas for process improvement.
Global Trainer
Atos Origin (Malaysia) Sdn Bhd
06.2020 - 06.2022
- Identify the training needs of individuals or groups within the organization.
- Develop training materials, curriculum, and learning resources tailored to the needs of the audience.
- Conduct training sessions either in-person or through virtual platforms.
- Customize training programs to suit the specific requirements of different departments, teams, or individuals within the organization.
- Assist in the implementation and adoption of new technologies or software systems within the organization.
- Assess the effectiveness of training programs through participant feedback, evaluations, and performance assessments.
- Provide ongoing technical support and assistance to trainees as they apply newly acquired skills in their work.
- Stay updated on the latest trends, developments, and best practices in the field of information technology.
Technical Support Engineer Level 2 / SME (Subject Matter Expert)
Atos Origin (Malaysia) Sdn Bhd
01.2016 - 06.2020
- Try to Understand, articulates and implements best practices related area of expertise.
- Provides guidance on how his area of capability can resolve an organizational need.
- Research and develop fixes for common problems.
- Practiced troubleshooter with diagnostics procedure expertise and in-depth technical experience.
- Expert in Software Handling.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Executive Manager
PAC ONE WIMAX SOLUTIONS
07.2013 - 02.2016
- The duties include collection calls and/or correspondence in a fast paced goal-oriented collections department.
- Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.
- Responsible for monitoring and maintaining assigned accounts.
- High volume phone calls to assigned delinquent customers.
- Provide excellent & considerate customer service.
- Knowledge of Billing and Collections procedures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
Customer Service Executive
Singtel
01.2012 - 08.2012
- Company Overview: Singtel is a Telecommunication Industry
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analysing customer needs.
- Prepares product or service reports by collecting and analysing customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Singtel is a Telecommunication Industry
Junior Graphic Designer
E-sun Hospitality Consultancy
03.2011 - 10.2011
- Company Overview: E-sun is a consulting agency that deals with various restaurants owner which are in F&B industries.
- To assist E-sun in designing advertisement product such as brochure, banners, template and many more.
- Completed projects for E-Sun client - both delivered 1 month ahead of schedule.
- E-sun is a consulting agency that deals with various restaurants owner which are in F&B industries.
Staff Assistant
Subang Marine Sdn.Bhd
03.2007 - 08.2008
- Worked with clients to gather and define requirements, establish scopes and managing project milestones.
- Developed creative design for marketing packages, including print materials, brochures, banners and signs.
- Met with customers to present mockups and collect information for adjustments.
Education
Diploma of Art/Design/Creative Multimedia -
MCS College
12.2011
Primary/Secondary School - undefined
S.M.K BANTING
12.2004
Skills
- Microsoft Office professional
- Client relationship management
- Business process improvement
- Interpersonal skills
- Competitive analysis
- Cross-functional team leadership
- Process improvement
- Professionalism
- Customer service
- Multitasking
- Analytical skills
- Excellent communication
- Self motivation
- Train staff
- Problem-solving aptitude
- Teamwork and collaboration
Additional Information
ITIL Foundation, Lean 6 Sigma Professional Certificate, Hair Donation, Essential Fire Fighting, Basic Occupational Safety and Health Certificate, Foundation Level Prince2 Certificate, Problem Solving, Excel Advance 2019, Excel Intermediate 2019, Bronze Accolade (Best Performer of the Year), 12/2016, Silver Accolade (Best Performer of the Year), 12/2020, Leadership charisma, Dynamic team player, Sense of responsibility, Highly inquisitive, Creative and resourceful, Excellent skills in communication and collaboration
Languages
Bahasa Malaysia
English
Tamil
Hobbies and Interests
- Hiking
- Soccer
- Collecting Coins
Personal Information
- Age: 36
- Gender: Male
- Nationality: Malaysia
Hiking
Enjoy exploring diverse trails, promoting physical fitness, mental well-being, and a strong appreciation for nature and perseverance
Timeline
Incident Management Analyst
Atos Services (M) Sdn Bhd
03.2022 - Current
Global Trainer
Atos Origin (Malaysia) Sdn Bhd
06.2020 - 06.2022
Technical Support Engineer Level 2 / SME (Subject Matter Expert)
Atos Origin (Malaysia) Sdn Bhd
01.2016 - 06.2020
Executive Manager
PAC ONE WIMAX SOLUTIONS
07.2013 - 02.2016
Customer Service Executive
Singtel
01.2012 - 08.2012
Junior Graphic Designer
E-sun Hospitality Consultancy
03.2011 - 10.2011
Staff Assistant
Subang Marine Sdn.Bhd
03.2007 - 08.2008
Primary/Secondary School - undefined
S.M.K BANTING
Diploma of Art/Design/Creative Multimedia -
MCS College
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