Muhammad Rezal Bin Sahak

Office and Team support:
● Provide 1st and 2nd line support to customers during

working hours. Some out of hours and occasional weekend work – flexibility required.
● To provide IT support to customers based or working from the Singapore office and other Asia Pacific
offices if required.
● Provide support by both telephone (sometimes using remote control software) and desk side visits
where appropriate to ensure quick resolution of problems. Support should also be provided for all mobile
devices and software applications.
● Provide IT Induction to the new joiners.
● Prepare security pass for new joiners.
● Assist with office wide and departmental moves where required.
Software & Hardware support:
● Install, configure and support desktops and laptops in both office and when customers are working
remotely.
● Install, configure, support and troubleshoot software application and services including, all core
bespoke business applications, Window 10, Office 365, iManage, Adobe applications, Compare Docs,
Aderant, Carpe Diem, Internet Explorer, WebEx, Windows 2012/2016 Server, Microsoft InTune,
Microsoft Exchange, Citrix, Terminal Services and Anti Virus software.
● Install, configure & support VoIP telephone system (including Cisco Jabber) and setup different models
of Cisco phone including and manage the administration of these using Call Manager v11.
● Install, configure & support smartphone devices. Troubleshoot complex smartphone issues from both the
device and the Mobile Device Management infrastructure.
● Install, configure & support networking devices with specific reference to Cisco hardware.
● Support remote customers using Citrix / Cisco and/or Microsoft / VPN / RAS.
● Troubleshoot and manage the printers and MFD.
● Troubleshoot hardware and software problems for routers / desktops / laptops / tablets / phones.
● Troubleshoot and manage AV equipment in Singapore office.
● Travel to the Singapore data centre (SG1) to assist installation/troubleshooting.
● Install, configure and support remote networking connectivity.
● Test, install & configure new desktop/laptop/tablet hardware & software.
Best Practice / Process support:
● Where necessary work with other teams within the Technology Services Department to achieve call
resolution. The Customer Support Team must on these occasions provide detailed and precise
information to enable those teams to ensure a prompt resolution.
● Work with other people within the IT Support team to ensure all Customer requirements are supported to
a high and consistent standard on a daily basis. To ensure effective feedback is communicated to the
Customer base in a timely and appropriate professional manner.
● Monitor your call queue and that of your immediate colleagues when appropriate to ensure the highest
level of service is maintained.
● Ensure the departmental processes and working practices are followed at all times and that any changes
to systems or services are submitted to the Change Advisory Board (CAB) in the first instance.
● Use remote resolution methodologies such as Company Portal to apply software upgrades, system
changes and amendments as provided by other IT teams in accordance with Change Control
procedures.
● Log all calls into the Service Management Service Desk software (ASM) / HALO ITSM to ensure that statistics and
analysis of all calls can be made.
● Utilize the knowledge base, call management and traceability features of Infra to ensure that information
learned can be reused for future calls and document methods such that all relevant information (technical
and informative) is entered into the database by each office, so providing an effective means of sharing
information.
● Report ongoing problems and issues requiring escalation to the Regional IT Support or the Manager of
IT – Asia as appropriate to ensure resolution of calls within agreed timescales. Report to IT management
on any call trends or patterns indication potential problems that needs to be proactively resolved (e.g.
further training for Customers).
● Ensure that Customers are kept informed of the status of any outstanding calls.
● Work in accordance with documented policies and procedures; where appropriate suggest additional
procedures or changes to existing procedures that need to be considered.
● Check inventory information when Customers log calls to ensure that the information in the database is
accurate.
● Ensure that all asset and relationship information is updated within the CMDB to reflect any changes.
General Support:
● Carry and respond to the firm's mobile device at all times during working hours
● Setup meeting rooms for meetings/events and video conferences
● Participate in any project rollouts that require customer support resource both in the Singapore and Asia
Pacific offices.
● Carry out 'ad-hoc' tasks when requested to assist with the smooth running of the Technology Services
Department and provide support for project related work to ensure a high level of support for users.

● Provide level 1 and level 2 troubleshooting support for end users
● Installed, configured, and supported WIFI, Aps, local area network (LAN), wide area network (WAN) and Internet system.
● Managed Windows domain move and raised domain level.
● Server Installation / file server security, rdp, ad, group policy
● Configured networks for smooth, reliable operation to meet business processes and objectives.
● Created VPN infrastructure for companies, allowing for secure remote connections via LDAP.
● Created procedures for system monitoring, recovery, acronis backup and optimization.
● Worked with teams to develop company-wide information assurance, security standards and procedures.
● Maintained commercial firewall solution, working with security vendors to consistently apply best practices and software updates.
● Completed troubleshooting for diverse computer systems, including Windows, MacOS desktops and laptops.
● Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
● Configured hardware, devices and software to set up work stations for employees.
● Support email platform for companies (0ffice 365, Exchange, Pop, Imap)
● Data Recovery

●Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

●Configured systems according to prescribed software and hardware frameworks.

●Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.

●Set up PCs and peripheral equipment for use in video conferencing rooms, including projectors, microphones, PCs and more.

●Served at internal helpdesk, accepting and resolving calls or delegating more severe issues to IT related.

● IT Support for government sector (Health Promotion Board, Health Science Authority, Ministry Of Health)

● Onsite support for mobile dental care for IBM cisco anyconnect.

● Hardening software on desktop and laptop

● Desktop and laptop troubleshooting

● Updating Stock Inventory

● Networking Troubleshooting