Technical Account Manager Resume

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Posted on: 2012-01-27

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Resume:

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EDUCATION             Brunel University, West London, United Kingdom

MSc. Decision Modelling & Information Systems

School of Mathematical Sciences : –

 

                                    MARA University of Technology, Malaysia

                                    BSc (Hons.) Intelligent System (^nd Class Upper) : -

Diploma in Computer Science (CGPA.) :

 

                                    Assunta (Girls) Secondary School, Malaysia

                                    Malaysian Certificate of Education (Grade ) : –

 

TRAINING/                ITIL V Foundation Course

CERTIFICATION     SCQuARE Programmes – Thinking Strategically

                                    Cross-cultural Awareness Programme

                                    MS Windows & Courses

                                    MCSE Course – MCP certified

                                   

TECHNICAL             OS : Installation and managing WinK, WinK,WinK, Sun Solaris, ESX . and above

SKILLS                      Storage : SAN, VMware storage, DCS, NetApps, EMC

                                    Database: Installation and configuration of MS SQL & Oracle g

                                    Backup & Restore : Snapshot, Acronis, NTBackup

                                    Others : IIS, Active Directory, Microsoft Sharepoint, K, dotNet Framework, Dynamic Computing and Windows Cluster

 

STRENGTHS            

Flexibility to work with varied business cultures and create strong links with clients.

Excellent customer handling, oral and written communication skills.

Good people management skills next to a high level of numeracy, strong organisational skills and a focus on results

Demonstrated ability to handle multiple projects and ensure successful achievement

Easy dealing with the executive staff, problematic clients and the production group

                                   

ACHIEVEMENTS     Managed situation stakeholders while facilitating the support team towards resolving the situation within the service level agreement (SLA).

                                    Tested, build and worked with IVR architects to provide network resilience on IVR servers

                                    Designed/engineered SQL and Server security model for client access (Genesys and Nortel CC) to resolve security permission issue by application support team (Shell & AT&T)

                                    Successful knowledge transfer from Transition product line owners to run-and-maintain account owners for Shell Trading North America and Europe             

                                    Delivered five projects on time, under budget with superior customer satisfaction through consistent management of tasks

                                   

           

PROFESSIONAL EXPERIENCE :

 

Position : Technical Account Manager (Shell Global Account - Downstream)

T-Systems (M) Sdn. Bhd : –

 

• Act as a primary customer advocate for Downstream Shell, pro-active improvement activities,channel customers feedback to T-Systems management, engineering and other support teams (Wintel, Storage, K/Sharepoint etc)


• Work with the customers to triage feature requests, building business case(s) to put to product management and achieve business confidence thru monthly Business Confidence Survey


• Developed solution and process improvement thru participation in regular customer planning and workshop


• Participate in the knowledge transfer sessions and sharing of information with client global support team


• Addressed High End Call Centre (HECC)  infrastructure improvement items related to Storage, SUN and WINTEL technologies which identified within customer sustainability centre


• Liaise with projects teams and operations teams to ensure new service take- on  is ready to be supported


• Ensure situations and DR testing are managed appropriately in the hosting and storage space

 

Position : Business Landscape Manager (Shell Global Account – Trading)

T-Systems (M) Sdn. Bhd : –

 

• Managed escalation and provide analysis of business requirements, root cause analysis, design consultation and implementation of server infrastructure solutions


• Transition-to-support from Shell Trading local business (SOPUS and SOPLA) to global support team in Cyberjaya


• Identified and implemented solution on legacy servers environment to meet standard T-Systems global support


• Change Advisory Board member for change approvals and Operation Integration meetings for Situations and Service at Risk (S@R) discussions for all the service lines.


• Advisor to Operations Manager in-term of operations escalation from Global Service Delivery Management and customers (end to end support)


• Reviewed engineer resources for every shifts and work together with server team leads on operational strategy


• Administrated patching and anti-virus management systems for all Shell Trading in North America and Europe


• Direct and participate in security, operational and compliance audit of Wintel Department to assess adequate and

effective controls, including compliance with SAS and ISO requirements

 

Position : Wintel Systems Engineer

T-Systems (M) Sdn. Bhd & Shell IT International: –

 

• Handled the tasks of monitoring window servers, corresponding infrastructure and associated applications and take corrective action to restore service including Windows Debugging Dump Analysis for any BSOD/Server Crash issue for root cause analysis


• Operational support includes provisioning, problem management and change control, backup and recovery, server monitoring for proactive troubleshooting ,system management , patch deployment, security compliance, SAN and NAS, configuration management, IIS, Vmware infrastructure


• Manage day-to-day request for GIH component installation, web space configuration, SSL and Verisign certificate, server decommission, secure FTP, Connect Direct, VMWare solutions


• Execute change management activities within the Windows server O/S space during pre-defined maintenance windows


• Ensure high availability and reliability of services to maintain high levels of customer satisfaction.


• Adhere to the global end-to-end ITIL processes in Incident Management, Change Management and Problem Management & ensure compliancy of SOX and Shell Information Security guidelines.


• Monitor trends in operational performance to identify potential problem areas and opportunities for continuous via HPSim and VMWare infrastructure client


• Produced documentations for the Post Installation and Baseline Installation to migrate virtual servers to a new Vmware VC, designed and administrated Vmware environment for Shell virtual servers to utilize virtualization benefit. The environment grown to over ESX hosts and Virtual machines production environment.


• Responsible for vendor management (Microsoft, HP, VMWare, TRT, SSCS) as well as supervision for the installation and maintenance (hardware) of servers by junior staff

 

Position : ASEAN Supply & Demand Planner

Lenovo Technology Sdn Bhd :

• Responsible for demand and supply planning for Lenovo’s range of products across Asia Pacific.


• Incorporated volume-planning taking into account industry trends, product developments, product transition plans and inventory management.


• Worked in a close knit team with Product Managers and Finance teams to ensure speed processes of order loading and material setup


• Consolidated and generated weekly supply chain management report for AP (Asia Pacific) review

 

 

Position : Business Partner Representative (CSO)

IBM (M) Sdn Bhd : -

• Interfaced with IBM business partners regards to the IBM’s ordering process, backlogs and invoice issues


• Conducted business partner training session for new PC/S & POTs system users


• End to end handling of customer fulfillment, inclusive of order loading, maintenance, loaning and services


• Participate in the hardware/software SACA for Spring , Fall which includes analysis of test universe and test results, oversees the overall testing of selected samples, drafting and tracking of action plans


• Organized system education (SAP, WTAAS, AP-CIS, CINFO, CHIS, POTs) sessions for the country CSO team


• Focal point for ASEAN Innovation Team representingMalaysia- developed a computerised tool that helps CSO team to verify purchase order against bids and firm order exception in which this process was previously done manually. By using this tool, it helps to reduce workload during month end and quarter closing besides improving the accuracy of data verified.

 

Position : IT Trainee (Strategic Business Planning)

Petronas Carigali Sdn. Bhd : Jan. – Apr,

• Obtained four months insight of IT Services, project management and office admin tasks


• Support day-to-day business operation in terms of planning and coordination with other units


• Engaged discussion and planning for new IT project with Schlumberger


• Design and developed web application for Strategic Business Planning unit

 

 

HONORS                    Malaysia Public Service Department Scholarship for Bachelor Degree : -

                                    Excellent Student Scheme Scholarship (MARA) : -

                                    Young Lieutenant of Reserve Officer Training Unit (ROTU) : -

                                    Special Recognition Award for excellent job in Shell IT International Request Management

                                    Special Recognition Award for perfect score in Shell IT International GCSM survery