Nor Hamizah Abdul Hamid
Network Analyst
Nilai
Summary
About 10 year experience in Networking and Telecommunication industry, as a Network engineer & Analyst in TM, TIME DotCom, AT&T and IPC Communication. Familiar with several types of network circuits while performing task as an IP/Network engineer - IPVPN (MPLS network), IPLC, Metro Ethernet, and Leased Line. Monitoring and troubleshooting the circuit for Point to point and Multiple point circuit for each customer. A well develop effective engagement not only with the customer but also with the internal stakeholder as frequently lead meetings with the customer, vendor as well as other stakeholders. Experience as a Shift Lead while in AT&T, where need to managed operation, assigning task, taking escalation without manager supervision especially outside of the normal business hours. Well-versed at identifying and documenting complex incident for management level review. Responsible on ensuring newly provision services are ready in the production environment.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Global Services Operations Centre (GSOC) Analyst
IPC INFORMATION SYSTEM (Malaysia) SDN BHD
7 2019 - Current
- Perform diagnostic on network issue and provide support to solve reported issue
- Actively monitoring customer network performance and provided required enhanced technical support
- Record and update all troubleshooting steps and statistics in the ticketing system
- Working with other telecommunications and service provider’s technical teams globally to ensure timely fault resolution, escalating within our providers when necessary
- Ensuring the reported issue is resolve within the SLA agreed
- Working with leads to monitor the new joiners for the GSOC Team in KL
- Monitoring their progress and report to the management as well as ensuring that they are able to perform up to management expectation
- Identifying areas for improvement and communicate these clearly and professionally to the management team
- These include improvement internally within IPC as well as assessing the vendor/partner
- Multitasking in creating ticket, monitoring, troubleshooting and notify customer via call or email in time manner
- Responsible to maintenance and troubleshooting BGP, MPLS and T1 technology as well as escalating the issue to the responsible team if the issue is not within network scope.
- Responsible on ensuring newly provision services are ready in the production environment.
Quality Analyst
DXC Technology
12.2015 - 03.2019
- Auditing and Service Improvement
- Perform audit incidents that breached the SLA
- Data mining is performed to identify trends of common issues arise – rectify the root caused and mitigate possible risk
- Recommend corrective action need to be taken by the Service Delivery team
- Proposed service improvement action planned, raised change and monitor the progress
- Produce the progress reports to all stakeholders
- Verify the efficiency and quality of the changes implemented
- Monitoring Key Performance Indicator (KPI)
- Ensure Service Delivery meet the KPI
- Run weekly meeting to track the Service Delivery KPI performance and identify risk that will affect the KPI performance
- Identify new potential of exclusion (KPI exclusion) –(Define more exclusion criteria) based on contract and agreement with the customers
- Prepared the exclusion proposal to the Account Run Lead for Stakeholders meeting that involved customer, vendor as well as with another provider
- Planned and conduct in house Quality Service Delivery Training for all engineers
- Maintain Quality Assurance Knowledge Based documentation in the Share-point
- Update weekly KPI and Service Improvement tracker reports
- Document Data mining, trending findings and solutions
- Update the propose KPI exclusion criteria documents.
Network Support Engineer – VSAT TECHNOLOGY
IPSAT SDN BHD
10.2014 - 12.2015
- Commissioning New Sites
- Responsible to plan installation of new VSAT Ku-Band sites for new order
- Ensure availability of devices and vendor engineer resources for installation
- Verify the network configuration needed for the sites – Private/Public IP address, port config, routing and WLAN config
- Pre-configured the customer VSAT Router modem before installation
- Ensure the installation completed according to the agreed Service Level Agreement (SLA)
- Prepared the installation reports for the customer
- Monitor VSAT sites remotely
- Monitor VSAT sites to optimized customer traffic utilization by restricting, prioritize and setting rules on the traffic
- Remotely access the customer devices for initial troubleshooting – Performed ping communication test, reboot and re-check configuration
- Liaise with service provider MEASAT for any uplink outages, NMS Webpro abnormalities and any interference issues between beams
- Maintain the Availability of the Service on VSAT Site
- Responds to customer complaint on VSAT issues (Call and Email)
- Initiate remote troubleshooting with customer before sending vendor engineers to sites
- Arranged work order for vendor engineers to attend site
- Provide On Site 2nd Level support if issue not able to be solved by vendor
- Ensure all complaint are solved within the agreed SLA
- Provide maintenance reports to customer after issue is solved
- Managing Government VSAT sites ( Kampung Tanpa Wayar – KTW)
- Schedule the Preventative Maintenance (PM) every quarter and provide the PM reports to the MCMC
- Maintain and managed spares for all KTW sites as well as document the stocks
- Monitor and respond to complaints that received from user on each of these sites
- Managing VSAT Ku-Band devices
- Document stock in and out of all devices in the warehouse
- Ensure the availability of devices for upcoming new sites installation
- Forecast devices that needed to order from vendors
- Involved in audit stock count every quarter of the year and prepare the related reports.
Network /IP Engineer
TIME DOTCOM SDN BHD
06.2013 - 08.2014
- Monitoring TIME Network Infrastructure
- Monitor the availability & health of the last mile such as IPVPN (MPLS network, Metro-Ethernet, IPLC, Ethernet link and Leased Line
- Managing major outage for TIME Fiber Broadband
- Monitor the health and availability of the TIME backbone network – IPCORE Network
- Responsible in performing first level remote troubleshooting
- Respond to the alarms for last mile and backbone infrastructure
- Perform the communication ping and re-check configuration to identify the fault and errors
- Execute change for testing purpose – Identifying the root caused
- Execute change to re-route traffic for temporary restoration
- Arrange on site engineer to restore circuit back to normal
- Respond to all high priority customer complaint
- Engage directly with all high priority customer (Local Banks, BUSRA and other Telco) for complaints
- Restored the effected circuit within the Service level Agreement (SLA) that were agreed with customer
- Provide temporary solution (re-routing traffic) for the customer before the main effected circuit were restored to minimized downtime.
SHIFT LEAD &SME - Network Analyst
AT&T WORLDWIDE NETWORK SERVICES SDN BHD
05.2011 - 03.2013
- Analyst for US Managed Internet Services – T1 circuits
- Respond to the complaints that received via calls and emails
- Attend to all auto-generic tickets related with the MIS services
- Performed 1st level troubleshooting – run loop testing, execute necessary changes, ping testing to identify the errors and fault
- Re-checked the configuration of the device before assigned the case to next level or on site engineers to restored service
- Assisted user to ensure the devices (routers) were able to be remotely access via out of band method to load configurations into the device
- Shift Lead for MIS team in Cyberjaya Malaysia
- Hold responsible as shift lead, managing team member during shift hours without manager’s supervision
- Ensure incidents were updated and worked by the team member accordingly
- Responsible to handle escalation via calls & emails from the customers
- Need to actively liaise with other vendors & providers to resolve single and major network issue.
Network Engineer
IBIL (M) SDN BHD
02.2010 - 05.2011
- Part of the Network Assurance team that monitors the IPCORE TMONE network for Telekom Malaysia Berhad
- Responsible to check on the alarms and performed first level of troubleshooting to isolate the fault
- Responsible to restored fault if possible, remotely or else co-ordinate On Site engineer to attend the site
- Respond to emails from customer or peering on complaints or abnormalities detected across the network
- Experience in traffic engineering such as fine tune & prepend path-based complaints from customer, peering or ip transit.
Education
Bachelor of Science - Communication And Networking
UNIVERSITI TEKNOLOGI MARA (Malaysia)
Malaysia 04.2001 - 05.2009
Skills
- Analytics
- Change & Configuration Management
- Incident Management
- ITSM - Service Level Management (SLM)
- Excellent analytical and problem-solving experience
- Effective Account/Client engagement
- Efficient coordination and task delegation
- Subject Matter Expert (Breached Caused Analysis)
- Process Trainer
- Network engineer (IP protocols, WAN & LAN)
- Network engineer (VSAT Technology)
- Shift Lead Network Team
Certification
CompTIA Network+ - 2021
Leadership Experience
Shift Lead - Managed Internet Services (MIS) Cyberjaya – AT&T Worldwide Network Services Sdn. Bhd - 2011 till 2013
Age
37 years
Tools And Devices
- Network monitoring system - EMC smarts
- Network monitoring system (VSAT) - ExpertNMS and Webpro
- Network utilization monitoring system - Cacti and Sangfor
- VSAT Device (VSAT Ku-band) – IPSTAR (IPX 3200) and Hughes (HX90)
- Network devices – Cisco, Juniper, Nokia (Router and switches)
- Monitoring TDM Network – Envision+
- Microsoft office for reporting purpose – MS Excel, Outlook, Word, Power point, Power BI
- Ticketing tools – Servicenow (SNOW), BMC Remedy, HP Service Manager (HPSM)
- Dashboard, report & scheduling – Servicenow (SNOW), HP Service Manager (HPSM), TROUX
Personal Information
Date of Birth: 03/27/87
References
- Mohd Zulkefli, Senior Manager Data Governance, Standard Chartered Bank
- M Zulkarnain
Timeline
Quality Analyst
DXC Technology
12.2015 - 03.2019
Network Support Engineer – VSAT TECHNOLOGY
IPSAT SDN BHD
10.2014 - 12.2015
Network /IP Engineer
TIME DOTCOM SDN BHD
06.2013 - 08.2014
SHIFT LEAD &SME - Network Analyst
AT&T WORLDWIDE NETWORK SERVICES SDN BHD
05.2011 - 03.2013
Network Engineer
IBIL (M) SDN BHD
02.2010 - 05.2011
Bachelor of Science - Communication And Networking
UNIVERSITI TEKNOLOGI MARA (Malaysia)
04.2001 - 05.2009
Global Services Operations Centre (GSOC) Analyst
IPC INFORMATION SYSTEM (Malaysia) SDN BHD
7 2019 - Current
CompTIA Network+ - 2021
DevOps dojo white belt - 2018
Bionix asset training – 2018
Information Technology Infrastructure Library (ITIL) ver.3 - 2017
Cisco certified network associate (CCNA) – 2009
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