AHMAD IZZUDDIN BIN RAZAK
IT Support & End-User Computing (EUC) Engineer
Pasir Gudang
Summary
Ops Support Engineer (EUC & Service Desk) supports 100–250 endpoints across a managed Windows estate with Level 1 and 2 onsite and remote support, completing 10–25 deployments per month via SCCM/MECM application deployment, and endpoint compliance for staff, students, and lab users. Automates 5–10 repetitive support tasks per month with PowerShell and Google Apps Script, including patch reporting, multi-host file transfers, and device-repair workflows. Keeps campus connectivity and endpoint services aligned to security and MOE IT requirements.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Ops Support Engineer (EUC & Service Desk)
NCS Pte Ltd
01.2024 - Current
- Delivered Level 1 and 2 onsite and remote support to staff and students across managed Windows estate, enhancing user experience in PC computer lab.
- Automate endpoint tasks with PowerShell and batch scripting — parallel multi-host file transfers, patch-compliance reporting, remote BIOS updates — removing hours of manual work each month.
- Package, update, and deploy applications and Windows feature updates through SCCM/MECM Software Center, keeping the estate current, security-compliant versions.
- Maintain campus network and internet connectivity and enforce endpoint compliance with MOE IT and security policies.
- Maintained campus network and internet connectivity while enforcing endpoint compliance with MOE IT and security policies to ensure secure operations.
- Deployed onsite at Victoria School, Singapore (Ministry of Education)
- Victoria School, Singapore (Ministry of Education)
IT Technical Support
Silvercom Technologies
01.2022 - 01.2024
- Delivered onsite and remote Level 1 and 2 service desk support to end users at a 24/7 manufacturing site, ensuring minimal downtime and rapid issue resolution.
- Installed, configured, and troubleshot in-house application systems and software upgrades in line with strict SLAs.
- Maintained compliance of client endpoints with corporate IT and security policies, including patching, encryption, and asset standards, to safeguard organizational data.
- Collaborated with local and global IT teams to execute regional infrastructure projects, ensuring alignment with organizational goals and timelines.
- Deployed onsite at Western Digital, Pasir Gudang, Johor
- Western Digital, Pasir Gudang, Johor
Customer Service Executive
Startek
01.2019 - 01.2021
- Resolved technical and product enquiries for customers daily, documenting incidents for escalation and analysis of trends.
- Mentored and supervised new trainees, enhancing their readiness for live customer interactions.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Streamlined service processes, enhancing customer satisfaction and operational efficiency.
- Trained new team members on best practices in customer service protocols and systems.
WordPress Developer
Smart Touch Technology Sdn Bhd
01.2017 - 01.2018
- Developed and launched client web solutions for Payroll, HRMS, and TMS products, optimizing page speed and site health.
- Executed on-page SEO and produced website assets and marketing media to increase online visibility and engagement.
- Developed and maintained responsive WordPress websites using PHP, HTML, CSS, and JavaScript.
- Implemented SEO best practices to enhance website visibility and user engagement.
- Collaborated with cross-functional teams to gather requirements and deliver tailored web solutions.
Education
Diploma - Database Management & Web Application
Kolej Vokasional Perdagangan Johor Bahru
Johor Bahru, Malaysia01-2017
Sijil Vokasional Malaysia (SVM) and Sijil Kemahiran Malaysia (SKM Levels 2 & 3) - Database Management & Web Application
Kolej Vokasional Perdagangan Johor Bahru
Johor Bahru, Malaysia01-2015
Skills
SCCM / MECM
Software Center
Application packaging & deployment
Patch management
PowerShell
Intune device management
Group Policy management
BitLocker management
Azure Active Directory
OS imaging
Windows 10 / 11
Incident and service request management
SLA compliance
Onsite & remote support
Escalation management
Knowledge base management
Team mentoring
Endpoint compliance management
Technical documentation
ServiceNow ticketing
ADDITIONAL INFORMATION
Work Authorisation: Malaysian citizen; holds Singapore work pass
Languages
English
Advanced (C1)
Malay
Bilingual or Proficient (C2)
Timeline
Ops Support Engineer (EUC & Service Desk)
NCS Pte Ltd
01.2024 - Current
IT Technical Support
Silvercom Technologies
01.2022 - 01.2024
Customer Service Executive
Startek
01.2019 - 01.2021
WordPress Developer
Smart Touch Technology Sdn Bhd
01.2017 - 01.2018
Sijil Vokasional Malaysia (SVM) and Sijil Kemahiran Malaysia (SKM Levels 2 & 3) - Database Management & Web Application
Kolej Vokasional Perdagangan Johor Bahru
Diploma - Database Management & Web Application
Kolej Vokasional Perdagangan Johor Bahru