MOHD SALLEHUDDIN Adnan

• Providing technology and business solutions to clients (Manage services) and to maintained in-house internal infra or data center
• Leading a team of 15 engineers from L2 to L4 across 15 clients delivering incident/Service request, change request's response with a view of improving our first contact resolution, mean time to resolve, process improvement, assignee team and governance
• Most of the projects came either from NTT Limited (Singapore) and NTT COM(Japan)
• Projects under my support include :

Capitaland Singapore(Azure Infra support), Kobelco onsite support, Kobelco infra support (manage services), JGH (Japan Green Hospital), ENEOS (JXTG Nippon Oil & Energy Corporation), GMOne, PNMS, ComThai(Azure Infra support), NISL DollarDex - TrendMicro

• Provide digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes
• Work scope includes Cloud administrator Azure, Backup and storage - EMC Avamar, Veeam, Commvault, Resolve/troubleshoot incident management/change management, Server Support and monitoring - 2003, 2008 and 2012, AV - MacAfee, Citrix support - Xen app 7.6, VM support - 6.0, DFS File Permission, Patching (Wsus/SCCM/Labtech), Disaster recovery, Netapp FAS, Office 365, SCCM

• Working in a team operate 24x7 global supports under a services arrangement with HP for numerous Wintel servers within EMEA, APAC and AMER regions
• Wintel Server Support for Ahold Wintel environment from Workplace Services Malaysia via remote
• Scope includes Server monitoring, Resolve/troubleshoot incident management/change management, Server performance and Capacity Management, Server configuration management, User Administration, Security management services, Desktop management, Server software management, Server preventive maintenance

• Maintain daily operations for Windows server infrastructure and components
• Coordinate with multiple teams to fulfill new server build requests to satisfy configuration, storage, backup and monitoring requirements
• Configure and troubleshoot backup jobs, perform file and full server restores using Tivoli backup
• Perform upgrades to hardware, operating systems, and applications
• Provide project support by configuring DNS, DHCP, GPOs and Active Directory changes and implementations as needed
• Patch and maintain a defined security posture using Opsware, with minimal downtime
• Configure and maintain systems utilizing Dell Open Manage, BMC's Patrol Monitoring and Event Management technologies to optimize resource utilization
• Configure and maintain Citrix XenApp 4.5 farms, including new server and application configuration
• Consolidate and manage Windows servers using VMware Sphere 4.0 clients
• As technical consultant, I'm a part of a team responsible of maintaining and supporting the Windows server infrastructure for some of the largest local and global clients

• Company Overview: Supporting data center and IT infrastructure for company name SRG AP Outsourced Contact Center owned by the Usaha Tegas Sdn Bhd (UT) Group
• Provided consulting and services to some of the most respected organizations including Astro, Maxis, Amex, Virgin and Microsoft
• This includes implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring and the development of specialized system procedures
• Also responsible performs basic systems security administration functions, including creating customer profiles and accounts, monitors and manages system resources, including CPU usage, disk usage, tape backup systems; performs systems backups and recovery procedures; writes or modifies basic scripts to resolve performance problems; maintains system documentation and logs; performs or assists in troubleshooting and diagnosing production problems; maintain network security authentication including IP telephony security, application security; administer secure links with public key encryption, anti-virus and user authentication and of course, fully in charge of Active Directory and Microsoft exchange
• Supporting data center and IT infrastructure for company name SRG AP Outsourced Contact Center owned by the Usaha Tegas Sdn Bhd (UT) Group
• As Head of Technical Support I have to manage a group of 9 people to work shifts, 7 days a week
• My task includes providing the schedule and supervising my team, planning, and administering campaign setups in terms of workstations deployment (PC setup, ghosting, install applications, renaming, seating arrangement, end to end testing, etc.) and meeting up with operations representative on a weekly basis to identify ways to work more efficiently
• TSS consist of performing first level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem case and makes prompt notification to second level support (Engineers) or vendor for resolution in order to minimize the amount of time taken to resolve customer issues
• Collaborate with internal and external auditors for computer hardware and software inventory
• Monitor and track incidents to ensure resolution occurs within the Service Level Agreement
• Performs follow up on all incidents with customers to ensure customer satisfaction
• Develops and maintains technical skill and understanding of the SLA to achieve maximum problem resolution