Service Management

Ismail, Kamaruzzaman

No *, Jalan Raja Tun Uda */*, Taman Raja Tun Uda, Semenyih, 43500, Selangor, Malaysia

Email:******@*****.***

Tel:006**********(Mobile)

Resume Summary

Current Position : Product Specialist (ECM and Records management) in World Health Organization (Dec 2009 - Present)

Current Specialization : IT/Computer - Network/System/Database Admin

Highest Education : Bachelor's Degree in Computer Science/Information Technology

Years of Experiences : 15

Expected Salary : Negotiable

Employment History

Dec 2009 - Present

1. World Health Organization

Position Title (Level) : Product Specialist (ECM and Records Management) (Senior Executive)

Specialization : IT/Computer - Network/System/Database Admin

Role : Product Management

Industry : Non-Profit Organisation / Social Services / NGO

Monthly Salary : MYR 10950

Work Description :

Record Management Service Specialist for WHO Global Service Centre( UN National Professional Officer)

Responsible in service administrations, operations and supports of Record Management System (RMS) based

On OPENTEXT ECM Livelink 9.7.1 and integration with SharePoint CLM Service for WHO global users

+ As a focal point between Business, Vendor and users of Records Management Systems

+ Manages 4 different Content Server environments - Deveploment,Test,Production and Disaster Recovery

+ Manages Opentext Content Sever(Livelink) users and groups and schedules synchronizations from Active

Directory

+ Manages search engine, indexing process, backup and restore

+ Manages folder structure, access control, permissions setting, audit and systems configuration, Database

+ Evaluates module and solution from Opentext,Third Party vendor

+ Plans, tests and implements new module, solution

+ Service monitors and incident troubleshooting.

+ Assists business on functional issue and produce custom Live reports

+ Provides 3rd level support to WHO users and partners globally - UNICC,UNAIDS,APOC

+ Manages service enhancements, patches and upgrades

+ Works with partner UN entity like UNICC, UNAIDS

+ Provides consulting service to Third party vendor, Oracle EBS integration

+ Practices ITIL as base service delivery model

Second responsibility : SQL 2008/2012 database administrator

+ Database Provisioning and Operations

+ manage Backup / restore

+ manage Login and security

+ Manage Jobs and alert

+ Database health, capacity monitoring

+ manage incident and request

July 2008 - Nov 2009

2. T-Systems Malaysia Sdn Bhd

Position Title (Level) : Senior Knowledge Management Analyst (Senior Executive)

Specialization : IT/Computer - Network/System/Database Admin

Role : Supervisor/Team Lead

Industry : Call Center / IT-Enabled Services / BPO

Work Description :

+ Shift Lead for Knowlegde Management(KM) Team

+ Provides 24 X 7 daily operational support for Opentext’s Livelink, SharePoint(MOSS) and Centra for Shell account globally (US, Netherland, Middle East, Asia Pacific)

+ Provides proactive and re-active support in total of more than 100 Knowledge Management applications servers and 100k users around the globe

+ Monitors search and index process in Livelink and SharePoint

+ Receives and troubleshoots customer ticket via incident management escalation from helpdesk or second level support

+ Directs involved with incident management, change management and problem management

+ Provides remote support via netmeeting and terminal services

+ Works with other support team - server, Database, storage, network if any issue arise.

+ Escalates unresolved issue to the vendor Microsoft/Opentext/Saba.

+ Proactives applications monitor and take immediate action to resolve any issue to ensure service availability at highest level

+ Prepares, test and implements change request

+ Monitors any infrastucture changes that may have impact to KM services ( Livelink, Sharepoint, Centra)

+ Install new solution for Sharepoint in Development,Test,Acceptance,Production (DTAP)

+ Supervises 4 engineers in a shift to ensure service deliver within SLA.

+ Participate in regular meeting with key customers and Services managers

July 2005 - June 2008

3. SHELL INFORMATION TECHNOLOGY INTERNATIONAL

Position Title (Level) : Application Hosting Engineer (Senior Executive)

Specialization : IT/Computer - Network/System/Database Admin

Role : System Administrator

Industry : Oil / Gas / Petroleum

Work Description :

3rd level Support for Opentext’s Livelink - ECM, Centra, SharePoint for Global Shell Network in Europe, Asia and Americas. Working closely with Service Engineering team. Religiously practicing ITIL service delivery process.

Duties :

- Troubleshoots customer problem using net meeting and keep history in Service Centre.

- Monitors Knowledge Management application performance and take immediate action to resolve any problem

- Manages Sharepoint central administration, search and index and schedule jobs.

- Plans on server changes with customers to avoid any unnecessary downtime and must be agreed by customer.

- Notifies customer for any problem occurs and keep customer updated

- works with other teams ( DBA, storage, Server etc ) and vendor in order to resolve the application issue

- Involves in regular meeting with customer, project team, vendor to ensure service is always up to date

- Involves in KM service upgrading,UAT, post testing and support.

- Installs of new module of Livelink, deployment of Share Point Solution in Acceptance and Production

- Delivers Knowledge Management services to customers within SLA and comply with ITIL and SOX process.

Feb 2004 - July 2005

4. RUHAS TECHNOLOGY SDN BHD

Position Title (Level) : SYSTEM ANALYST (Senior Executive)

Specialization : IT/Computer - Software

Role : Supervisor/Team Lead

Industry : Computer / Information Technology (Software)

Work Description :

RESPONSIBILITIES:

* Developer and implementor of Integrated Project Information System(IPIS)

* Intergation with other existing system and workflows.

Project Name: Integrated Project Information System(IPIS)

Client: UITM

Duration: 1 Year

Role: Team leader for Workflow/Programmer

Team size: 5

Software and Platform: Win 2000 Server, HP-UX 11, PHP,Apache, IIS, Informix, Dreamweaver MX

Other software /database : MS SQL, ASP.Net, Crystal Report 10

The project was development of a web-based Project Information System, integrated with other system like Financial and UITM Staff Information System. The purpose of the project to enable project tracking, funding, approval and reporting online.

Aug 2001 - Feb 2004

5. Caidmark Sdn Bhd

Position Title (Level) : K-Management Engineer (Junior Executive)

Specialization : IT/Computer - Software

Role :

Industry : Computer / Information Technology (Software)

Work Description :

Resposibilities:

As a consultant as well as technical support for the Opentext 'Livelink' product. Livelink is the web-based software for Collaborative Knowledge Management. Livelink running on windows NT Platform with IIS and ORACLE is the back-end. Livelink core modules are Document Management,Project Collaboration, Workflow,Notification and Information Retrieval.

Duties : Product presentation, requirement study, suggest solutions, proof of concept, customizing, installation, training and post sales support

March 2000 - Aug 2001

6. ARL Home Communications Sdn Bhd

Position Title (Level) : Programmer (Junior Executive)

Specialization : IT/Computer - Software

Role :

Industry : Computer / Information Technology (Software)

Work Description :

Duties:

Development of HomeComm Smart Communities Portal . Portal URL=http://www.homecomm.net.my.

Maintaining and application development to make sure Homecomm Portal is updated and all tools like Mail,

Calendar, Chat, Forum is well functioned.

Software used : HTML, PHP, PERL,ASP, Access and C and MySQL.

Accomplishment:

Migration to the new versions and enhancement to :

Email,Forum,Chat,BBS with more features and value added.

Dec 1997 - May 1998

7. Sapura Advanced Systems Sdn Bhd (SAS)

Position Title (Level) : System Support Executive (Intern)

Specialization : IT/Computer - Software

Role :

Industry : Telecommunication

Work Description :

Duties:

Managed ADAM Billing Systems(ISIS)user, maintaining

and control switch provisioning database.

Managed customer care module within ISIS

Accomplishment:

Able to manage ADAM billing system (Kenan)

Reason for leaving:

Completing Degree program

Educational Background

Graduation Date: 1999

Bachelor's Degree of Computer Science/Information Technology

Major : Information Systems

Institute/University : Universiti Sains Malaysia, Malaysia

Grade : Grade C/2nd Class Lower

Graduation Date: 1996

Higher Secondary/STPM/"A" Level/Pre-U of Science & Technology

Major : Pure Science

Institute/University : USM Matrikulation Centre Penang, Malaysia

Grade : Grade B/2nd Class Upper

Certification

MS SQL 2012 Database

PRINCE 2 (2012)

ITIL V3 (2009)

Kepnor-Tregoe (2008)

Sharepoint (MOSS) 2007 (2007)

ITIL V2 (2007)

Opentext's Livelink ECM 9.1/9.5/9.7 (2005)

Skills

(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic functionalities; Beginner - Just started using or learning the skill)

Skill Years Proficiency

OPENTEXT Livelink ECM >5 Advanced

Application Installation / Support >5 Advanced

Troubleshooting / Problem Solving >5 Advanced

Knowledge /Document Management (ECMS) >5 Advanced

Sytems Administration >5 Advanced

Windows Server 2000/2003/2008 >5 Advanced

Incident and Change Management >5 Advanced

SharePoint WSS MOSS >5 Advanced

ITIL Process >5 Advanced

Service Desk >5 Advanced

Net Meeting / remote support >5 Advanced

Project Management 4 Intermediate

MS SQL Server 2005 / 2008 4 Intermediate

UNIX-HP UX 2 Intermediate

Languages

(Proficiency: 0=Poor - 10=Excellent)

Language Spoken Written

Bahasa Malaysia 10 10

English 8 8

French 2 2

JobStreet.com English Language Assessment [www.jobstreet.com]

Last Date Taken Score

18-May-2012 33/40

Personal Particulars & Preferences

Date of Birth : 22 Sep 1975

Nationality : Malaysia

Gender : Male

IC No. : 750***-**-****

Possess Own Transport : Yes

Expected Monthly Salary : Negotiable

Availability : Immediately after notice period of 1 month(s)

Additional Info

PROJECT INVOLVEMENT LIST :

Mac 2000 : Homecomm Smart Communities portal development and mantenance, using PHP, Mysql, Access, ASP

Jan 2002 : INTAN Knowledge Bank and E-Learning using livelink 9.1 and Learning management system.

May 2002 : MARA Document Management and Knowledge Centre Pilot Project

Oct 2002 : LKIM response mechanism workflow and Knowledge Centre for DANEM using livelink

Feb 2003 : MARDI Portal and E-Learning using Livelink 9.1

AUG 03 : RMAF Collaborative KM Portal using Livelink 9.1

FEB 04 : Intergrated Project Information System(IPIS) using PHP,Apache,informix,phpmvc framework, crystal

report

2005 : Livelink Explorer upgrade for Europe and Americas cluster.

2007 : Opentext’s Livelink modules and Livelink Explorer 4.6 upgrade.

2007 : Centra 7.5 upgrade

2008 : Centra 7.5 on vista testing

2008 : Livelink version 9.7 Upgrade for global Livelink servers.

2008-2009 : Moss 2007 sharepoint new service take on, (EP europe cluster, Team Working cluster, Shell

Chemical Cluster)

2010 : Service enhancement to WHO Records Management Livelink ( Notification Service, Livelink Explorer,

LDAP Integration, Recycle Bin)

2010: Implementation of Disaster recovery project for WHO Record Management in Geneva (Sharepoint and

Livelink cluster) with UNICC and Opentext

2011 : Migration of HR Automated Folder Creation ( evaluate, test, implementation to Record Management

service for WHO and partner Organization ( UNICC, UNAIDS, APOC)

2012 : Documents migration to new folder structure, permission, categories, metadata within Record

Management Systems.

2012 : GSM Content Access Project – Consult and Assist Third Party vendor on integration project from Oracle

Business to Opentext Livelink and implementation of Content Access

2013 - ongoing : Livelink ECM to Oracle Web Centre Content management migration project

Awards

2007 :Perfect score in Shell customer satisfactory survey.

2008 :Shift Lead Service Recognition Award

Personal Strengths

Technically competent,service oriented, troubleshooting and problem solving, can manage people, hardworking, independent, good in leadership,teamwork,responsible

References

Name : Benjamin Ramirez

Relationship : Ex-Team Lead

Position : Team Leader

Company : Shell Information Technology International

Telephone : 6-03-831*****

Email : -

Name : Teresa Garcia

Relationship : Supervisor

Position : Product Specialist Lead

Company : World Health Organization

Telephone : +41-79-681****

Email : -

Contact this candidate