Customer Service Engineer

Ezzat Rashid

INFORMATION

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Address: *A Geylang Serai, #11-51, Singapore 402003

Contact No: +65 85330508

email: *****.******@*****.***

CAREER GOALS

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A positive individual keen to develop IT engineering skills,

knowledge,

leadership roles and opportunities

EDUCATION

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UNIVERSITY OF HERTFORDSHIRE

Bachelor of Engineering (Hons) in Digital Systems & Computer Engineering -

January 2014

LONG ISLAND UNIVERSITY

Bachelor of Science in Computer Information Systems - January

2010

LANGUAGES

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Proficient in both spoken and written English and Malay

WORK EXPERIENCE

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Siemens Asia Pte Ltd, Aug 2014 - Current

Application Engineer (Data Intelligence Services- XHQ) - Industrial IT

. Report to the consulting services manager

. Responsible for assisting senior engineer/consultant for data requirement

analysis and detail design of XHQ solution

. Ensured that the XHQ implementation is in line with established technical

standards

. Performed XHQ software support services and analysis for customers in the

region

. Interacted with Siemens engineers, consultants, managers and external

customers

mBlox Asia, May 2012 - Mar 2014

Network Management Centre (NMC) Engineer - Production & IT

. Pro-actively maintain infrastructure through system housekeeping,

backups/archiving for production systems

. Install software upgrades and manage system security

. Perform in-depth analysis of mobile platform connection logs in XML, SMPP

and gateways

. Work on various tools such as RT Ticketing, Salesforce, Cacti and Nagios

. Redhat/UNIX knowledge application and analysis of RHEL system logs

. Monitor and maintain Global Network Components (servers, data center,

software, systems, databases, infrastructure, IP networks, security, etc)

. Analyze logs with relation to mobile messaging

. Troubleshoot possible faults and escalate to operators/roaming partners

if required.

. Perform miscellaneous job-related duties as required.

StarHub, Sep 2011 - Feb 2012

Technical Support Analyst - Customer Service Platinum Team

. Provide customer care support on a 24x7 basis for general

enquiry, 1st level billing support and technical troubleshooting and

resolution over the phone.

. Up sell and cross sell all StarHub services to customers

. Ensure escalations are handled in a timely manner

. Make outbound calls to customers regarding campaigns and special events

. Respond and follow up on all referrals from other sections

. Meet Service Levels and all other Key Performance Indicators

. Collect and channel customer feedback on all issues, processes and

service improvement for service excellence

. Provide statistics and information to customer regarding new promotions

and product launches

. Resolve customers' technical issues and attend to their queries on

promotions, other general enquiries and 1st level billing enquiries.

. Manage difficult and complaining customers with regard to product quality

or level of service.

. Escalate customer complaints and unresolved technical issues to Team

Executives in a timely manner.

SingTel, Sep 2010 - Sep 2011

Technical Support Officer - Broadband Service Delivery

Assurance

. Analyse customer's broadband/television/telephone/network

service data/problems via the

system/emails/calls/tickets

. Respond to queries, feedbacks and issues received via

telephone

calls and emails related to ADSL services

. Responsible for backend escalation support for the

installation and

restoration of ADSL

. Provide support to other stakeholders and contractors by

providing

them with necessary information as requested

. Maintain system records of all information handled by

Accessing information

and Updating of job status in system e.g. BIOS and

FMS

. Cross reference check between provided system tool. E.g.

Pegasus, Awis+, CSI,

express portal admin, gladiator, ITV admin, smart

console and BNMS tool

. Monitor the job status and liaise with other stakeholders and

contractors

to ensure jobs are attended adhered to

. Meet and/or exceed all individual Key Performance Indicators

(KPI) set

by the management

. Expand broadband and networking knowledge with regards to

multiplexer, cabinet, distribution point and interface point

IT SKILLS

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Computer Operating Systems: RHEL5/Window s7/Window Server 2008R2

Data Intelligence Systems: XHQ

Virtualization Services: Cacti, AWS, MS Azure, VMWare

Monitoring & Graphing: Cacti, Nagios, OpsView

Mobile Industry Protocols (SMS): SMPP, SOAP/XML

Ticketing Systems: Request Tracker/RightNow

Databases & Reporting: PostgreSQL, PL/SQL

Standard Internet Protocols: IP, TCP, UDP, DNS, DHCP

Office Productivity: Microsoft Office, Visio

Scripting languages: Unix Shell scripts

ACTIVITIES AND INTERESTS

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STANDARD CHARTERED FULL MARATHON, Participant

. completed a 42KM race within 4 hours in Singapore

LIST OF ACTIVITIES

. Travelling, Soccer, Kayaking, and Running

REFERENCES

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Name Company/Occupation Contact

Daryl Singapore daryl.amiruddin@yahoo.

Customs/Investigation Officer com

Taufiq Thani Origin Energy/Instrumentation ahmad.taufiq@originene

and Control Engineer rgy.com

Alex Joseph Planet1world/ Professional alex.jospeh@planet1wor

Services Engineer ld.com

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OTHERS

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Willing to travel and relocate globally.

Contact this candidate