Contact Center Support, IVR deployment,Genesys tools,BCP and DRP.
Resume:
MOHAMMAD FADZLI BIN AHMAD TORMIDI
Desa Kasia,
IC No: 810***-**-****
Mobile No: +601********
Email: acxpxk@r.postjobfree.com
EXECUTIVE SUMMARY & CURRENT CAREER PROFILE
Shell Business Operation KL Sdn Bhd, 3rd February 2009 – 30th September 2016
Operation Analyst & IT Support
8 years of experience in Shell Customer Service Operations supports and exposed to wide range of Class of Business from Lubricant to Retail and Fuels, project involvement in contact centre operations, SAP Pre/Post Go Live roll out, SAP Retrofit Projects,variation of applications testing script prep for call center deployment and the best part of analysis job which is the performance reporting/KPI review and presentation to stakeholder. I was part of the pioneer team for the new migration from on-shore in Jakarta Indonesia to KL office. Currently, a System Support Analyst for CSC Indonesia, Malaysia, Singapore & Hong Kong. Achieved notable accomplishment throughout career that include but not limited to:
•Driven real BCP/DRP situation – Initiated and manage CSC KL team Global Commercial and Commercial Fleet MY/SG/HK/ID, resulted in business continuity within SLA, also to reduce impact on customer experience and staff morale during the downtime back in September 2014.
•Led Technical Helpdesk KL team improvement initiative by initiated the IVR flow setup detouring the CSC KL team which involved MY/SG/ID team which has contributed to 0.5-1% improvement in decreasing Technical enquiries to CSC KL team when it went live back in January 2015 and build assurance to the customer’s prospect directly to the 1st level of Technical Helpdesk team support.
•Led roll out in KL Specialties migration project back in October to December 2015 by setting up CIM functionality readiness and GSAP access for Customer Operation Support roles as part of business deliveries to focus on each Class of Business 1st line support towards a world class services.
•Led a role in CRM interface migration to CRM WEBUI by leading the KL Center deployment in the regression testing/test script creation/tester Itinerary checklist requirement setup and application readiness with the Super User from MY/SG/HK/ID representative which lead to the success Go Live back in June 2013.
PROJECT INVOLVEMENT
2009
1.CSC Indonesia onshore migration to KL.
2.CAT testing for CIM IP Telephony function from Jakarta gateway to Cyberjaya Data Centre.
3.Restructuring of CSC Indonesia headcount.
4.IVR MENU prompt recording for R2.3.3 Retrofit.
2010
1.CIM R2.3.4 CAT & IVR menu prompt upgrade.
2.Windows VISTA migration from Win2K for CIM functional software compatibility testing.
3.IVR MENU prompt recording for R2.3.3 Retrofit.
2011
1.CIM R2.3.5 CAT & IVR menu prompt upgrade
2.U-Village office move from Shell House Damansara Heights
3.Annual BCP & DRP testing coordinator for CSC
4.CIM Audit for KL Centre CSC
2012
1.CIM R2.3.6 CAT & IVR menu prompt upgrade
2.Verint VDR software upgrade for call monitoring & recording.
3.CIM R2.3.7 CAT & IVR menu prompt upgrade
4.CIM Audit for KL CSC
5.Nortel gateway firmware upgrades testing.
2013
1.GSAP R3 functionality upgrade.
2.SAP CRM Interface upgrade.
3.IP telephony firmware upgrade (Collaboration with AT&T)
2014
1.Horizon 3 deployment & decommissioning of Casement application for HK Commercial fleet business.
2.Cyberjaya (CBJ) PABX upgrade to enhance the stability of current VOIP telephony in CSC KL.
3.Verint Impact 360: Perform data collection from Customer Service agents in workstation id, phone extension in order to setup the call monitoring & quality assurance as required for staff performance related bonus. Collaborate with Shell IT support team onshore & offshore team during ticket escalation based on priority of the incident in order to find the solution of the incident raised by Shell Customer Service staffs. Working closely with Shell project team on the provision of Verint documentation procedure to come out with a user friendly guide as a Standard Operating procedure (SOP) in the event of demonstration of the Verint application before Go Live.
2015
1.Specialties (Bitumen Team) migration project (CIM IVR change request and setting up default Language options)
2.CSC Indonesia 3rd party external transfer (Smart Club) IVR call routing.
3.KL Technical Helpdesk team CRM and CIM migration from legacy.
PAST EMPLOYMENT HISTORY
Hewlett Packard (M) Sdn Bhd (Outsource to RHB Bank Berhad), April 2006 – January 2008 IT Helpdesk Specialist - Assume the role of Helpdesk Agent for RHB Careline team.
1.Troubleshoot banking application i.e. BDS (Banking Delivery System), Trade System, Merva, MobiusSpick, SVS (Signature Verification System) ASN/ASB Application, ATM/UTS application.
2.Troubleshoot Third party application. Antivirus, Outlook, Microsoft office package, Power Archiver, QMS (Queue Managing System), Instant Messaging, Remote login Terminal troubleshoot (remote login) to server to troubleshoot Server application problem on the server site.
3.Troubleshoot (remote login) to workstation to troubleshoot Server application problem on the workstation site.
4.Assign engineer/vendor on site for hardware related problem.
5.Monthly report pertaining RHB Bank IT related problem. Daily report pertaining IT related problem logged to RHB Careline.
Hewlett Packard (M) Sdn Bhd (Outsource to RHB Bank Berhad), January 2008 – August 2008 Technical Specialist
1.Provided 2nd level support i.e. software and hardware issues as reported by Helpdesk agent.
2.Liaise with RHB IT support team on banking applications implementation and deployment for all RHB branches.
3.Managed and planned for onsite engineers on RHB branch setup including creating images for branches and head office server and computers.
4.Administered RHB PCs and Server inventory, patch management and data collections by using HP RADIA management tools.
5.Compiled technical documentation like branch pc configurations, BDS LU host integration, ASNB applications setup and disaster recovery Process flow.
6.Involved in RHB DRP and BCP testing IT equipment setup as part of Bank Negara Audit requirement.
7.Involved in POC (Proof of Concept) for new model roll out and perform system hardware and software testing to suit with RHB Bank requirement and testing under user acceptance test before roll out the unit and sign off from RHB IT team.
8.Compiled RHB server diagram in Visio format to which include details of Server model, serial no and also the IP address as needed by RHB IT team.
EDUCATION & TRAINING
•Diploma in Technology Management, Irish International University, Ireland (2001 – 2004)
•SPM (Grade 2) – Klang High School, Selangor (1997 – 1998)
•Technical skill - Windows Vista support (2007)
•Soft skills - Leading in Shell, Difficult Conversation, Lean Awareness Training
COMPUTER SKILLS
Microsoft Office Product, Visio, Verint
SAP - BW Report, CRM and R3
Genesys - Config Manager, Interactive Insight, CCPulse
HPQC – Application for Business Testing
TRIM (Information Record Management)
MISCELLANEOUS
Current remuneration and benefits:
RM 4,200.00 per month, 16% Employer EPF, full medical coverage, dental (up to RM 1,000.00 per annum) and health benefits (up to RM 800.00 per annum).
Expected salary:
RM 6,000.00 per month (Negotiable)
REFERENCES
Shamnirul Bin Badrulhisham, Learning Manager, Shell Business Operation KL Sdn Bhd. acxpxk@r.postjobfree.com, +6010 – 221 2281
Ng Ting Ting, Customer Service Delivery Manager, Shell Business Operation KL Sdn Bhd. acxpxk@r.postjobfree.com, +6016 – 722 7006
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