This document contains resume and contact information for Mohammad Ikram b. Ibrahim. It summarizes his educational background which includes a Bachelor's Degree in Computer Science/Information Technology and a Diploma in Computer Science/Information Technology. It also outlines his work experience over the past 6 years and 4 months working in various IT roles for Hewlett-Packard supporting Shell staff globally. His current role is as an EUC Workspace Operations Engineer at Hewlett-Packard.

1. Mohammad Ikram b. Ibrahim
Contact Details
Address : No. 39 Taman Seri Permai, Jalan Langgar, Alor
Star, 05460, Kedah, Malaysia
Telephone No. : --
Mobile No. : 011 2615 0659
Email : am_tibw@yahoo.com
Current Contact Details
Address : No. 10 Jalan SP 10/8, Saujana Puchong, Puchong,
47100, Selangor, Malaysia
Telephone No. : --
Mobile No. : 011 2615 0659
Email : am_tibw@yahoo.com
Personal Particulars
Age : 32 years
Date of Birth : 31 March 1982
Nationality : Malaysia
Gender : Male
Marital Status : Married
IC No. : 820331-09-5045
Qualification
Qualification : Bachelor's Degree
Field of Study : Computer Science/Information Technology
Major : Networking
Institute/University : Kuala Lumpur Infrastructure University College,
Malaysia
CGPA : 2.68/4
Graduation Date : Aug 2009
Qualification : Diploma
Field of Study : Computer Science/Information Technology
Major : Information Technology
Institute/University : Kolej Yayasan Pelajaran Mara, Kuantan, Malaysia
CGPA : 2.25/4
Graduation Date : Sep 2003
Certification
Linux (2007)
Microsoft Office (1999)
Microsoft SQL 2005 (2008)
Experience
Experience Level : Total 6 Year(s) and 4 Month(s) of Experience
Employment History
Company Name : Hewlett-Packard

2. Position Title : EUC Workspace Operations Engineer
Position Level : Non-Executive
Specialization : IT/Computer – Software / Hardware
Industry : Computer / Information Technology (Software / Hardware)
Duration : July 2013 to Present
Work Description :
* Played key role in escalation IT task as Hewlett-Packard (IT Engineer) to solve Shell user escalation issue.
(Handle Shell Account).
* Provide 3rd level software and hardware troubleshooting assistance. If the escalation issue cannot resolved,
then liaise this with the appropriate support groups such as Software Team, Hardware Team, Application
Team, Server Team, Security Team, AD Team, Messaging Team RBAC Team and even if the case is quite big
S@R (Situation at Risk) then need to liaise with Microsoft, AT&T and T-Systems. Perform troubleshoot using
the Active Directory, DRA server tool (Directory and Resource Administrator), Windows Remote Assistance
(MSRA) to user machine for further troubleshoot and Remote Desktop Connection (RDP) to server for further
troubleshoot if it’s related to profile issue.
Support for Global Shell Staff (worldwide).
* Stand as Shift Lead, 6 people reporting per shift. cascade task per person every day and manage their time
management, assigned incoming incident to each engineer
* Handle escalation with client and vendor.
* Act as standby engineer during weekend and off shift for major issues.
* Frequently provide assistance via Windows Remote Assistance, Remote Desktop Connection and LiveMeeting
for urgent issues involving high profile clients.
* Familiar with Windows Vista and Windows 7 operating system.
* Locate and compile any client request who would like to request any application to be scripted for Windows 7
and submit it to Scripting team.
* Provide assistance to diagnose problems related to desktop, laptop, network printer and local printer, server
connections, business applications, Ms Outlook, client’s profile Utilize all the resources to resolve problems to
achieve SLA.
* Actively involved in SCCM case encounter by Clients.
* Check / identify the SCCM Log to recognize the case encounter by Clients. Troubleshoot the case based on
the SCCM Log.
Company Name : Hewlett-Packard
Position Title : Global Request Management Analyst
Position Level : Non-Executive
Specialization : IT/Computer - Software
Industry : Computer / Information Technology (Software)
Duration : Dec 2011 to July 2013
Work Description :
* Played key role in daily IT task as Hewlett-Packard (Global Request Management Analyst - GRM) to process
Shell Staff request. (Handle Shell Account).
* Handle or provide monthly report on the Shell account. Report need to be submitted to client (Shell).
* Provide 2nd level hardware and software troubleshooting assistance. Log service tickets into the SITI’s Call
Management System. If not resolved, escalate service ticket to appropriate support groups. Do troubleshot
using the Active Directory and DRA server tool (Directory and Resource Administrator). Handle request such
as delete account, suspend account, disable account, add software, remove software, add hardware and
remove hardware. Support for Global Shell Staff worldwide.
Company Name : Hewlett-Packard
Position Title : Global Service Delivery Helpdesk Analyst
Position Level : Fresh / Entry Level
Specialization : Technical & Helpdesk Support
Industry : Computer / Information Technology (Software)
Duration : Jul 2009 to Dec 2011
Work Description :

3. * Been awarded as Top Agent in Quarter 2.
* Played key role in daily IT task as Hewlett-Packard Helpdesk to support and maintenance Shell Staff.(Handle
Shell Account)
* Support the user remotely via the remote Assist tools.
* Provide 1st level hardware and software troubleshooting assistance over the phone or remotely. Log service
tickets into the SITI’s Call Management System. If not resolved, escalate service ticket to appropriate support
groups. Do troubleshot user machine for Window 2000 and Microsoft Vista. Also do trouble shot smartcard
and account problem e.g. account locked, disabled, trouble shot on the user smartcard and also do small
setup for the user network. Support for Global Shell Staff worldwide.
Company Name : Telekom Malaysia Research & Development
Position Title : Intern
Position Level : Non-Executive
Specialization : IT/Computer - Network/System/Database Admin
Industry : R&D
Duration : March 2008 - June 2008
Work Description :
* Assisted on several IT Project on TMRND
* Assisted on setup and configured the new network in TMRND Cyberjaya Building
* Played key role in daily IT task as IT system support and maintenance
Skills
(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic functionalities;
Beginner - Just started using or learning the skill)
Skill Years Proficiency
---------------------------------------------------------------------------------------------------------
MS Office 6 Advanced
PC Maintainance and Troubleshooting 5 Intermediate
Visual Basic 4 Intermediate
LINUX 4 Intermediate
MYSQL 3 Intermediate
C++ Language 4 Beginner
Java 4 Beginner
Languages
(Proficiency: 0=Poor - 10=Excellent)
Language Spoken Written
-------------------------------------------------------------------------------------
Bahasa Malaysia 10 10
English 10 10
Text Resume / Additional Info
SUMMARY:
Bachelor Degree in Information Technology, majoring in Network Technology
Diploma in Information Technology
Undergone industrial training in a top RND company in Malaysia

4. OBJECTIVE:
My objective is to work hard to gain experience in working. and i will strive to improve the company
STRENGTHS:
Time management skills
Dependable
Energetic
Culture
INDUSTRIAL TRAINING:
IT Unit, TMRND
March 2008 - Jun 2008
* Assisted on several IT Project on TMRND
* Played key role in daily IT task as IT system support and maintenance
WORKING BACKGROUND:
Hewlett-Packard (SITI-SHELL Account) - Global Service Delivery Helpdesk Analyst
July 2009 - Dec 2011
* Been awarded as Top Agent in Quarter 2.
* Played key role in daily IT task as Hewlett-Packard Helpdesk to support and maintenance Shell Staff.(Handle
Shell Account)
* Support the user remotely via the remote Assist tools.
* Provide 1st level hardware and software troubleshooting assistance over the phone or remotely. Log service
tickets into the SITI’s Call Management System. If not resolved, escalate service ticket to appropriate support
groups. Do troubleshot user machine for Window 2000 and Microsoft Vista. Also do trouble shot smartcard
and account problem e.g. account locked, disabled, trouble shot on the user smartcard and also do small
setup for the user network. Support for Global Shell Staff worldwide.
Hewlett-Packard (SITI-SHELL Account) - Global Request Management Analyst
Dec 2011 - July 2013
* Played key role in daily IT task as Hewlett-Packard (Global Request Management Analyst - GRM) to process
Shell Staff request. (Handle Shell Account).
* Handle or provide monthly report on the Shell account. Report need to be submit to client (Shell).
* Provide 2nd level hardware and software troubleshooting assistance. Log service tickets into the SITI’s Call
Management System. If not resolved, escalate service ticket to appropriate support groups. Do troubleshot
using the Active Directory and DRA server tool (Directory and Resource Administrator). Handle request such
as delete account, suspend account, disable account, add software, remove software, add hardware and
remove hardware. Support for Global Shell Staff worldwide.
Hewlett-Packard (SITI-SHELL Account) - EUC Workspace Operations Engineer
July 2013 - Present
* Played key role in escalation IT task as Hewlett-Packard (IT Engineer) to solve Shell user escalation issue.
(Handle Shell Account).
* Provide 3rd level software and hardware troubleshooting assistance. If the escalation issue cannot resolved,
then liaise this with the appropriate support groups such as Software Team, Hardware Team, Application
Team, Server Team, Security Team, AD Team, Messaging Team RBAC Team and even if the case is quite big
S@R (Situation at Risk) then need to liaise with Microsoft, AT&T and T-Systems. Perform troubleshoot using
the Active Directory, DRA server tool (Directory and Resource Administrator), Windows Remote Assistance
(MSRA) to user machine for further troubleshoot and Remote Desktop Connection (RDP) to server for further
troubleshoot if it’s related to profile issue.
Support for Global Shell Staff (worldwide).
* Stand as shift lead, 6 people reporting per shift. cascade task per person every day and manage their time
management, assigned incoming incident to each engineer
* Handle escalation with client and vendor.
* Act as standby engineer during weekend and off shift for major issues.
* Frequently provide assistance via Windows Remote Assistance, Remote Desktop Connection and LiveMeeting
for urgent issues involving high profile clients.
* Familiar with Windows Vista and Windows 7 operating system.
* Locate and compile any client request who would like to request any application to be scripted for Windows 7
and submit it to Scripting team.
* Provide assistance to diagnose problems related to desktop, laptop, network printer and local printer, server
connections, business applications, Ms Outlook, client’s profile Utilize all the resources to resolve problems to
achieve SLA.
* Actively involved in SCCM case encounter by Clients.
* Check / identify the SCCM Log to recognize the case encounter by Clients. Troubleshoot the case based on
the SCCM Log.
ADDITIONAL SKILLS:
Programming/Scripting Languages: C++, Java, Visual Basic
Systems: Windows, Linux
Software: Microsoft Office Application, SQL
_____________________________________________________________________________________
Availability : Immediately after notice period of 2 month(s)

5. Job Preferences
Expected Monthly Salary : ( Negotiate )
Willing to Travel : Yes
Willing to Relocate : Will Consider
Possess Own Transport : Yes
References
Name : Tun Kamalul Zaman
Relationship : Supervisor
Position : IT Senior Manager
Company : Telekom Malaysia Research & Development
Telephone : 06-013-3404989
Email : kzacar@tmrnd.com.my
Name : Murali Sivaprakasam
Relationship : Team Leader / Team Manager
Position : HP Service Desk Team Manager
Company : Hewlett Packard (HP)
Telephone : 06-012-2920297
Email : Murali.Sivaprakasam@hp.com
Name : Leendert Cornelis Wiltjer
Relationship : Team Leader / Team Manager
Position : HP Business Manager (Requests)
Company : Hewlett Packard (HP)
Telephone : 06-012-3584580
Email : wiltjer@hp.com
Name : Kuhaneson Sanmugam
Relationship : Team Leader / Team Manager
Position : HP Operation[Ops] Manager (Client Team)
Company : Hewlett Packard (HP)
Telephone : 06-016-5674741
Email : kuhaneson.sanmugam@hp.com

6. Job Preferences
Expected Monthly Salary : ( Negotiate )
Willing to Travel : Yes
Willing to Relocate : Will Consider
Possess Own Transport : Yes
References
Name : Tun Kamalul Zaman
Relationship : Supervisor
Position : IT Senior Manager
Company : Telekom Malaysia Research & Development
Telephone : 06-013-3404989
Email : kzacar@tmrnd.com.my
Name : Murali Sivaprakasam
Relationship : Team Leader / Team Manager
Position : HP Service Desk Team Manager
Company : Hewlett Packard (HP)
Telephone : 06-012-2920297
Email : Murali.Sivaprakasam@hp.com
Name : Leendert Cornelis Wiltjer
Relationship : Team Leader / Team Manager
Position : HP Business Manager (Requests)
Company : Hewlett Packard (HP)
Telephone : 06-012-3584580
Email : wiltjer@hp.com
Name : Kuhaneson Sanmugam
Relationship : Team Leader / Team Manager
Position : HP Operation[Ops] Manager (Client Team)
Company : Hewlett Packard (HP)
Telephone : 06-016-5674741
Email : kuhaneson.sanmugam@hp.com