Mohamad Zakiran Bin Mohamed Isnin

• Lead and support bid, project, and program initiatives, collaborating with bid managers on tender briefings, requirements, presentations, and clarifications to successfully secure project tenders
• Oversee and manage multiple projects concurrently, ensuring alignment with business objectives, prioritizing deadlines, and effectively managing project scope and resources
• Collaborate with cross-functional teams, vendors, and stakeholders to translate business and technical requirements into actionable project plans
• Proactively resolve project issues and mitigate risks, ensuring potential issues are addressed before they become problems
• Monitor and track project revenue, status, and key performance indicators, ensuring consistent reporting to stakeholders
• Oversee smooth project transitions to IT operations, ensuring adequate training and support for successful handovers
• Adhere to industry-standard project management methodologies, including ISO9001, IM8, and related quality assurance standards.
• Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
• Maintained schedules to meet key milestones at every project phase.
• Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.

• Act as primary contact for support-related queries and issues, ensuring timely resolution and alignment with service level agreements (SLAs)
• Review and approve transition plans, enhancement milestones, and deliverables in consultation with support teams and customers
• Monitor and report project health status, ensuring compliance with agreed KPIs and SLAs, and escalating issues as necessary
• Collaborate with third-party vendors and technical teams to ensure seamless Business As Usual (BAU) operations and service delivery
• Identify opportunities for service expansion and liaise with account managers for business development and pre-sales efforts
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout project lifecycle.

• Lead and manage technology projects, overseeing contractor performance and ensuring the timely delivery of solutions
• Collaborated closely with cross-functional teams to ensure seamless communication and information sharing throughout project lifecycles.
• Develop comprehensive project plans, coordinating with clients and stakeholders to ensure alignment on deliverables and timelines
• Ensure proper project handover documentation, ensuring smooth commissioning and customer satisfaction
• Provide proactive solutions to technical problems, recommending process improvements to optimize project delivery.
• Demonstrated strong leadership skills by effectively managing diverse teams and maintaining high levels of motivation, even during challenging periods of significant change or tight deadlines.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Met project deadlines without sacrificing build quality or workplace safety.

• Assisting IT matters for a startup company
• Train new System Administrator
• Monitor team members KPIs
• Conducting daily functionality test on multiple systems to diagnosed Websites and Systems errors
• Handling and resolving complaints made by clients’ and staff through the internal dispute and external dispute process
• Ensure Daily tickets assigned to the IT department are completed
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.

• Refining business process and enhancing efficiency
• Manage company stakeholder by ensuring business and service delivery standards
• Ensure business application department fulfill KPIs set by the managing director.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that all obligations are met, issues escalated and prioritized
• Manage cost effectiveness through business needs
• Ensure profit sustainability for the company
• Ensure all compliances set by clients are followed and prevent penalty occurrence
• Manage outsourced vendors for various projects
• Improved service quality, addressing client concerns promptly and professionally.
• Led cross-functional teams to achieve project goals on time and within budget.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Supervised operations of a 24-hour customer service desk staffed by 10 team members.

• Plan and deliver IT application and solutions for company operation
• Manage IT team for day-to-day operation involving Information Technology (IT) and Operation Technology (OT) within organization
• Manage IT vendors for various in-house system requirements, inclusive of Proof of Concept (POC)
• Communicated with management team and CEO to maximize development efficiencies and resolve technology issues.
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Oversaw IT department operations and training.

• Operate and manage field operation staff for various stakeholder projects (M1, MyRepublic and SingTel)
• Ensure good customer experience service rating rendered by service technician during installation and restoration on daily operations
• Ensure KPIs and SLA are properly followed by the Service Engineer and Company.
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Provided complete end-to-end engineering and installation of route-based IP network solutions.
• Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
• Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
• Performed troubleshooting for Juniper, Cisco, and packet analysis.
• Troubleshot complex multi-vendor network service provider issues.

• Installation and Troubleshooting of Internet Services
• Performed end-to-end installation and troubleshooting for SingTel residential and corporate internet services, ensuring optimal connectivity and customer satisfaction.
• Resolved complex technical issues related to network hardware and software configurations, minimizing downtime for clients.
• Installation and Maintenance of Security Facilities Equipment Installed, configured, and maintained advanced security facilities and equipment for Certis Cisco services, aligning with organizational safety protocols and industry standards.
• • Diagnosed and repaired equipment faults promptly, ensuring seamless operational performance.
• • Team Management and Operational Oversight
• • Led a team of technicians to achieve project milestones and meet strict deadlines, ensuring quality standards were upheld.
• Managed daily operations, including job scheduling, task allocation, and resource optimization, to maintain high levels of team productivity.
• Provided mentorship and guidance to team members, fostering a collaborative work environment and enhancing technical competencies.
• Project Coordination and Reporting Coordinated with stakeholders to define project deliverables, timelines, and expectations, ensuring alignment with business objectives.
• Monitored progress and prepared detailed reports on project status, risks, and resolutions for senior management review.
• Customer Engagement and Support Delivered exceptional customer service by addressing client inquiries and concerns with professionalism and efficiency.
• Conducted on-site training for clients on equipment usage, promoting better understanding and self-sufficiency.

Installation and Troubleshooting of Internet Services

• Performed end-to-end installation and troubleshooting for SingTel residential and corporate internet services, ensuring optimal connectivity and customer satisfaction.
• Resolved complex technical issues related to network hardware and software configurations, minimizing downtime for clients.

Customer Engagement and Support

• Delivered exceptional customer service by addressing client inquiries and concerns with professionalism and efficiency.
• Conducted on-site training for clients on equipment usage, promoting better understanding and self-sufficiency.
• Enhanced product reliability through thorough testing, quality control measures, and regular maintenance.
• Developed comprehensive training materials for new hires, improving onboarding effectiveness and reducing time spent in training sessions.
• Reduced downtime with proactive troubleshooting of equipment issues and prompt resolution of problems.