Mohd Shuhaidi Anuar

Cyberjaya - Selangor

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About me:

Insightful Operations Management professional with 10+ years of IT Services experience, especially in BPO and Shared Services,
seeking a challenging opportunity in digital marketing, knowledge development, or business analyst fields.

Education:

Master of Business Administration, MBA Asia e-University (AeU)
Professional Diploma in Entrepreneurship & Management Universiti Teknologi Malaysia (UTM)

Experience:

Digital Production Manager WoodWing Digital Services Sdn Bhd - Develop a solid production management process for delivering world-class digital content on time and budget.
- Understand the capabilities of Inception and Adobe Creative Suite and how to best utilize their full capabilities.
- Work with stakeholders to define project scope and coordinate the project team, support functions, and external partners.
- Track timing, milestones, and budget of individual projects.
- Determine the quality control standards.
- Act as the business relationship manager for the digital product - working with various publishers.
- Provide status updates and communicate key messages to senior management and stakeholders to manage the expectations.
- Drives optimization and process improvements between designers, pre-media analysts, and development teams.
- Set up, participated, and lead daily/weekly project team/client conference calls.
- Re-negotiating timescales or schedules as necessary.
Assistant Team Manager ATOS IT Services Sdn Bhd - Manage and lead a large cross-functional team of Mainframe and Mid-range operation engineers to ensure issues are resolved promptly within SLA and escalation to support teams are contacted with resolutions.
- Provide oversight of service delivery relating to the weekly, monthly, and annual system maintenance for both Mainframe and Mid-range servers.
- Oversees operational systems, processes, and infrastructure while looking for opportunities for improvement or revision.
- Possess problem-solving skills and directly involved in the Root Cause Analysis (RCA) with other stakeholders.
- Incident management – familiarity with tools such as BMC Remedy, Service Now, and Redmine.
- Actively promote a company culture that encourages top performance and high morale.
- Conduct performance appraisal for all team members.
- Analyzing training needs/requirements.
Operations Engineer ATOS IT Services Sdn Bhd - Support operational and project activity for the z/OS mainframe platform - both Development and Production environment.
- Provide technical support for the upgrade, installation, configuration, implementation, and maintenance of the CICS transaction processing systems.
- Monitor SLA jobs as per checklist.
- Perform notification of critical jobs as defined in the procedure.
- Perform activities like Hold/Cancel/Demand/Force complete jobs.
- Understand complex batch streams and impacts to the downstream.
- Understand and execute as per Job documentation.
- Experience with JCL and restarting failed mainframe batch jobs.
- Reply to WTORs.
- Perform weekly CICS restarts and monthly system IPL.
- Involved in Release Management activity.
- Involved in Disaster Recovery and Business Continuity Plan activities.
Service Desk Analyst ATOS IT Services (M) Sdn Bhd - Provide technical support and issue resolution via phone, email, and chat.
- Assisting, configuring, and installing required programs to end-users machines remotely.
- Diagnosing, troubleshooting, and identifying solutions to resolve corporate users' Windows OS, Active Directory, and SAP-related system issues.
- Ensure that each case is progressing according to the response and resolution targets as specified in the Service Level Agreements (SLA).
- Ensure all issues are properly documented and tracked in the CA ticketing system.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Contact Centre Agent IBM Malaysia Sdn Bhd - Provide technical support and issue resolution via phone and email - both inbound and outbound.
- Diagnosing, troubleshooting, and identifying solutions to resolve 4G LTE broadband connection subscribers' issues.
- Ensure that each case is progressing according to the response and resolution targets as specified in the Service Level Agreements (SLA).
- Ensure all issues are properly documented and tracked in the BMC Remedy ticketing system.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Talent Acquisition Specialist Arashs Technology Sdn Bhd - Review job orders and employment applications to match applicants with job requirements.
- Assessing candidates’ information and managing hiring processes via electronic using Applicant Tracking System.
- Plan and implement company talent acquisition strategy.
- Highly experienced with IT-related projects in Oil and Gas industry.
- Sourcing potential candidates through online channels (e.g. social platforms and professional networks.)
- Developed and maintaining the corporate website as well as other social media marketing for
talent sourcing.
- Build a candidate CRM to ensure a solid pipeline of qualified candidates - ensuring candidate data is kept updated
- Conduct preliminary interviews with recruits to gauge interest, personality, and salary requirements.
- Design job descriptions and interview questions that reflect each position’s requirements.
- Attend job fairs, recruitment events, and workshops related to the IT and Oil and Gas industries.
Technical Support Agent NEC Corporations of Malaysia Sdn Bhd - Provide technical support and issue resolution via chat and email.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems quickly and efficiently.
- Diagnosing, troubleshooting, and identifying solutions to resolve gaming peripherals users' issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Ensure all issues are properly documented and tracked in the Oracle Service Cloud (OSvC) ticketing system.
- Ensure that each case is progressing according to the response and resolution targets as specified in the Service Level Agreements (SLA).
- Assigned as the Return Merchandise Authorization (RMA) agent - review and process the L1 agents' submission for device replacement and repair request.
- Assigned as the Subject Matter Expert - guided and mentoring new hires to be able to assist customers accurately within the appropriate handling time.
System Administrator Specialist Getronics

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