NOR IZZAH IBRAHIM
Banting
Summary
✓ Certified in ITIL V4 Foundation
✓ Recent work experienced in managing for IT assets lifecycle including deployment, tracking maintenance & disposal across South Asia Region.
✓ 9 years of work experience in few roles, mainly providing 2nd level support in Global IT Operation using ServiceNow, handling Incident Management & Change Management.
✓Experience with multiple monitoring & security tools eg: WinAudit, Active Directory, HPSA, HPOA and Crowsdstrike
✓University degree in Computer Science
✓Able to work well under pressure, cooperate well in a team and hardworking.
✓Capable at keeping up a fantastic pace of profitability, dependability, and efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Delivery Technician II
VF Corporation
08.2021 - Current
- Providing 2nd level support to troubleshoot & resolved end user application issue using ServiceNow and AzureAD, maintain and update technical support documentation
- Responsible for managing lifecycle of IT assets including tracking, inventory maintenance, disposal across South Asia region and coordinate with vendor and finance for maintenance agreements
- Performed asset Refresh flow to track the assets that are nearing the end of their life cycle and replace them with new assets
- Maintained and monitor IT equipment including docking, monitor, zoom room office and liaise with vendor
- Conducted training to the new hire to help users adapt and use the VF system to work more efficiently
- Provided update regarding assets and aging incident for weekly APAC Governance meeting.
SYSTEM ENGINEER
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
- Deployed vulnerability patching & tools deployment to eliminate security problems and protect data.
- Work with Microsoft personnel for deep troubleshooting of patch related topics for Windows related servers
- Responsible to Installed, configured and maintained operating systems, antivirus, application software and system management tools
- Reviewed and analyzed security logs to determine and alleviate network threats
- Fixed & reduced audit findings within the Windows servers by providing sample as requested by Auditor.
SERVER ADMINISTRATOR
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
- Maintaining Backup Reporting System (BREP) using Oracle APEX & PL/SQL to ensure availability of all backup services
- Compiled, maintained and verified data and distributed information through reports and queries to support operations.
- Supported cross-functional relationships to discuss and seek resolution to backup issues discovered during analysis of various reports and data.
IT GLOBAL SUPPORT /CHANGE/INCIDENT COORDINATOR
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
- Provided 2nd level technical support by remote diagnostic, troubleshoot incident using ServiceNow especially related to monitoring tools like Crowdstrike, HPOA ,HPSA and Winaudit
- Responsible for change management activity from end to end (Phase 10 to Phase 70)
- Ensuring accurate and comprehensive noted/data are entered into Asset Management tools.
ITO Svc Delivery , Support Engineer (Backup & Restore)
Hewlett-Packard Enterprise (HPe)
08.2011 - 11.2013
- Responsible to provide technical support/service desk specializing in backup and restore user data for Asia Pacific region using Data Protector tool
- Perform media (tape) handling to ensure the backup availability in place
- Responsible for incident solving and troubleshooting to minimize and eliminate potential downtime that would affect the customer’s business which may result in loss of revenue.
Education
Bachelor of Software Development (Hons.) -
University Sultan Zainal Abidin
11.2011
Certificate -
Perlis Matriculation
06.2007
Sijil Pelajaran Malaysia (SPM) -
Sek. Tun Fatimah
01.2005
Skills
- Windows
- Managing IT Asset Management cycle
- Quality Assurance (Incident & Change Management), Perform patching & OS dispersion, remediate monitoring & security tools issue & maintaining system reporting
- SQL Database, PL/SQL, PHP, PowerShell
Accomplishments
1) Managing IT assets lifecycle for South Asia region (Year 2021- 2023)
2) Deployed & upgraded Crowdstrike for 3793 windows servers in month (Year 2019-2020)
3) Performing HPOA installation & FlexNet Inventory Agent mass upgrade in Windows servers (Year 2019-2021)
4) Successfully patched 1000 Windows servers for 2 days during the Meltdown vulnerability patch. (Year 2018)
Certification
Year 2020-2023:
- Certified : ITIL V4 Foundation
- Participant in Comptia A+ (Core 1 exam : Pass) (Core 2 exam : scheduled on Dec 23)
- Participant in 103T00-A: Microsoft Azure Administrator Microsoft Azure Virtual Training: Fundamentals
- Participant Cert in TECHNICAL ESSENTIALS ON AWS
- Participant Cert in SYSTEMS OPERATIONS ON AWS
- Cert : Driving Client Centricity
Year 2009-2011:
- Cert : Implementing Microsoft Windows Sharepoint Services 3.07
- Cert: Implementing Microsoft Windows Sharepoint Server 2007
- Cert : Microsoft Certified Technology Specialist (MCTS)
Project Achievements
- Handling asset disposal for South Asia region (Year 2021- 2023)
- Deployed & upgraded Crowdstrike for 3793 windows servers in month (Year 2019-2020)
- Performing HPOA installation & FlexNet Inventory Agent mass upgrade in Windows servers (Year 2019-2021)
- Successfully patched 1000 Windows servers for 2 days during the Meltdown vulnerability patch. (Year 2018)
Appreciations
- Received two-time top performer from DPS department. (T-System)
- Special appreciation/recognition from customer (SHELL) for completed project. (T-System)
Supported Customers
- SHELL
- KONE
- Panasonic
- TENNECO
- LEAR
- RAIZEN
- Friesland Campina
- Zullieg Pharma
Age
35 years old
Personal Information
- Date of Birth: 01/02/88
- Nationality: Malaysian
- Marital Status : Married
References
- Soumitra Chakraborty, Senior Manager – EUS Services (VF Brands Malaysia), +6012-529-6001
- Hairil Harmain, Manager – EUS Services (VF Brands Malaysia), +6012-360-1376
Timeline
Service Delivery Technician II
VF Corporation
08.2021 - Current
SYSTEM ENGINEER
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
SERVER ADMINISTRATOR
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
IT GLOBAL SUPPORT /CHANGE/INCIDENT COORDINATOR
T-Systems Malaysia Sdn Bhd
11.2015 - 03.2021
ITO Svc Delivery , Support Engineer (Backup & Restore)
Hewlett-Packard Enterprise (HPe)
08.2011 - 11.2013
Bachelor of Software Development (Hons.) -
University Sultan Zainal Abidin
Certificate -
Perlis Matriculation
Sijil Pelajaran Malaysia (SPM) -
Sek. Tun Fatimah
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