Siew Kui Lau has over 10 years of experience in technical support and systems analysis roles. He has supported various software systems used in banking and other industries. Currently he is a Technical Analyst at Experian Malaysia providing level 2 and 3 support for their debt collection system. Previously he has held roles as a System Analyst, IT Solutions Specialist, and Service Desk Analyst providing technical support.

1. Curriculum vitae
Siew Kui (Wesley), LAU
EXPERIAN (MALAYSIA) SDN BHD (Cyberjaya, MALAYSIA)
Technical Analyst: Oct 2014 – Current
 Support debt collector system name TALLYMAN.
 Mainly support for Asia Pacific region customers from Malaysia, Singapore,
Thailand, Australia and New Zealand.
 Analyst and provide level 2 and level 3 solution for system/application issues
example system down, alerts monitoring and others.
 Work closely with business users and escalate the issue to vendor if needed.
 Using sqldeveloper as the program to generate and get the data from the
database with SQL enquiry.
 Involved in the UAT for testing purpose before roll out or deploy the release
the system into production.
 Involved in change request tasks example firmware upgrade, fix apply for the
server and others.
SCOPE INTERNATIONAL (M) SDN BHD (Petaling Jaya, MALAYSIA)
System Analyst: May 2014 – Oct 2014
 Support trade finance system for banking environment like OTP (Open
Account Trade Port) and LTP (Limit Trade Port).
 Mainly support Standard Chartered Bank internal trade finance department
staffs around the world included Asia Pacific, Europe, Middle East, Africa, and
US.
 Work closely with business users, and channel issues to vendors if needed.
 Analyst and provide level 2 and level 3 solution for system/application issues
example system down, can not do perform trade due to system issue, alerts
monitoring and others.
 Provide health check on the servers included disk space usage, start of day
(SOD) and end of day (EOD) status, bank host status, gateway status, order
process status, trade settlement, batch processing and others.
 Support Unix, Linux and Oracle database server with the programming
languages such as Unix command and MS SQL.
 Involved in some new project from testing environment (UAT) until to
production environment for the product submission process.
 Involved in change request tasks example firmware upgrade, fix apply for the
server, swap the server from production environment to backup server for DR
(Disaster Recovery) drill practice purpose.
 Using Remedy as main ticketing tools to keep track and resolved the incident,
change request and problem ticket within SLA for the team.
 Using TOAD and sqldeveloper as the program to generate and get the data
from the database with SQL enquiry.
 Using JConsole (Java console) to perform some tasks like delete locks for the
user profile if locked.
PROFESSIONAL EXPERIENCE

2. WAMATA SOLUTIONS SDN BHD (Kelana Jaya, MALAYSIA)
IT Solutions Specialist: December 2012 – April 2014
 To provide 2nd level support in systems review/ enhancement.
 To deliver and develop applications and IT Standard Operating Procedure.
 To update and to test new software features.
 To liaise with vendor or principle on system changes or modifications and brief
users on the new changes and procedures.
 To perform system documentation, licensing and training reference guides.
 Responsible to communicate with users on the status update.
 Provide support for the on-going maintenance for the Automated Frequency
Management System (AFMS) for the Malaysian Communications and
Multimedia Commission (MCMC).
 Provide support for all IT related issues within the company, including
troubleshooting, installation, and maintenance of individual computers as well
as servers.
 Manage client accounts, all software (Spectrum Management System)
installations, updates, patches and all maintenance issue.
 Oversee overall day to day operations of the IT infrastructure and security
system software at the group of companies.
NAGAWORLD RESORTS & CASINOS LTD (Phnom Penh, CAMBODIA)
Assistant IS Manager: July 2012 – September 2012
 Assist the IS (Information System) manager and team on day-to-day systems
issues and identify opportunities for improvements.
 Track, advise and fix daily application systems operational issues especially on
server related issue.
 Evaluate and implement new systems/programs improvements and
enhancement requests.
 Lead or assist in project manage systems implementation and deployment.
 Assist IS manager in supporting in-house sustaining and system support
demand as well as new systems deployments.
 Monitor the provisioning of IT infrastructure/servers services.
 Support the development and implementation of all system applications.
 Responsible for IT hardware, software and maintenance procurement.
 To monitor and execute a disaster recovery plan.
 To develop and prepare software Requirement Specification documentation for
all software projects.
 Assist IS manager in daily work activities.
 Using VMWare vSphere 4, Replay 4, and Synology program as support tool
for the server. These programs work as create and connectivity between virtual
machine and physical machine and work as backup/restore functions as well.
 Using PRTG as monitoring tools for all virtual and physical machine related to
disk space, performance, memory and CPU usage issue.
 Experience in using and support IBM SAN switch, IBM Storwize V7000
storage, MS Windows Server 2003, MS Windows Server 2008 and MS Active
Directory (AD).
 Experience in AD migration from 2003 to 2008.
 Assist on software and hardware licensing renewable and maintenance process
and request.

3. SCOPE INTERNATIONAL (M) SDN BHD (Petaling Jaya, MALAYSIA)
Support Analyst: December 2010 – July 2012
 Support trading and securities online system for banking environment like
STRAUSS (Securities TRading and AUto Settlement System), FIDS (Financial
Information Delivery System) and OST (Online Securities Trading).
 Mainly support Standard Chartered Bank internal staffs especially from Hong
Kong, Malaysia and Singapore.
 Work closely with business users, and channel issues to vendors if needed.
 Analyst and provide level 2 and level 3 solution for system/application issues
example system down, can not place order/stock, alerts monitoring and others.
 Provide health check on the servers included disk space usage, start of day
(SOD) and end of day (EOD) status, bank host status, gateway status, order
process status, account settlement, batch processing and others.
 Support Wintel, Unix, Linux, Solaris and Sybase database server with the
programming languages such as Unix command and MS SQL.
 Involved in some new project from testing environment (UAT) until to
production environment for the product submission process.
 Involved in change request tasks example firmware upgrade for the server,
swap the server from production environment to backup server for DR
(Disaster Recovery) drill practice purpose.
 Using Remedy as main ticketing tools to keep track and resolved the incident,
change request and problem ticket within SLA for the team.
 Using TOAD as the program to generate and get the data from the database
with SQL enquiry.
DHL IT SERVICES SDN BHD (Cyberjaya, MALAYSIA)
Service Desk Analysts: September 2008 – November 2010
 Support DHL Global Logistics internal staff from Malaysia, Singapore, Hong
Kong, Taiwan, Australia, India, Philippines, China and New Zealand for
desktop, VPN, Blackberry, Active Directory, LDAP, printer, network and
applications issues.
 Perform level 2 supports with MS Outlook email account creation, password
reset in Active Directory (AD) and password reset for other applications like
Oracle Financial, Logis Air, Logis Ocean, JBA and others.
 Using VNC or Netmeeting to access to user computer for the troubleshooting
when needed to resolve the issue with effective and easy way.
 Analyze daily shift report included calls, emails ticket logged for all agents.
 Provide training to new agent and become SME (Subject Master Expert) for
particular subject.
 Using HPSD (HP Service Desk) and Remedy as ticketing tools to log the
incident and request ticket to support team for further assistance.
 Provide training, coaching and knowledge transfer to new hire and mentor
junior agents.
 Assist team lead manage team with Service Desk processes and do have the
ITIL knowledge.
 Assist team lead as backup team lead for some tasks in the team.

4. EDS MSC (M) SDN BHD (Cyberjaya, MALAYSIA)
Helpdesk Coordinator Associate: February 2007 – August 2008
 Provide customer services via phone, email and resolve the customer issues.
 Provide troubleshooting and diagnostic through the phone.
 Support the contractual service level in the achievement of prompt response,
high level customer service and technical first contact support.
 Support Hong Kong customer from Fubon Bank regarding computer, MS
Windows, software, printer, ATM, and credit card issues.
 Support China customer from Group Bimbo account and Singapore, Australia,
Thailand, Vietnam, India, Indonesia customer from Black & Veatch account
for any desktop, network, MS Outlook and network issues.
 Liaise with Service Provider Groups and external vendors.
 Analyze monthly calls report.
 Provide training for new agents and do reporting.

DELL ASIA PACIFIC SDN BHD (Penang, MALAYSIA)
Technical Support Specialist Trainee: October 2006 – December 2006
 Diagnose and troubleshoot via telephone, computer systems, servers/storage &
software systems within standard time frames.
 Escalate issues to the Product Support team and/or Technical Support
Manager in order to resolve the issue to the customer's complete satisfaction.
 Analyze, articulate, result-oriented and provide excellent follow-up.
 Maintain accurate call logging and tracking into Helpdesk database.
 Provide excellent communication skills and work effectively with customers
from various cultural backgrounds who have varied levels of technical
knowledge.
MULTIMEDIA RESEARCH GROUP (USM-Penang, MALAYSIA)
Trainee: March 2005 – August 2005
 Create website using Macromedia Dreamweaver MX, Macromedia Flash MX,
Macromedia Fireworks MX, Adobe Photoshop 7.0 and MS Office Access.
• 100% Schedule Compliance for the last 3 months (March 2008)
• Best Performer Service Desk Analyst for July 2009
• Best Performer Service Desk Analyst for August 2009
• Best Performer Service Desk Analyst for July 2010
UNIVERSITY OF SCIENCE MALAYSIA (USM-Penang, MALAYSIA)
BSc. Computer Science (Information Engineering): June 2003 – August 2006
SMK MERADONG (High School-Sarawak, MALAYSIA)
EDUCATION
COMPANY RECOGNITION & REWARD

5. Sijil Tinggi Persekolahan Malaysia (STPM/GCE-A Level Equivalent): June 2001 –
December 2002
 MCP (Microsoft Certified Professional) Certificate: 2008
 US (United State) CSQ (Customer Service Qualification) Certificate: 2006
 Delivering Service Quality Certificate:Oct 2008
 Australian Cross-Culturalization Workshop
(Contact Center English & Communication
Feb 2009
 Applied Creative Problem Solving & Proactive Thinking Oct 2009
 IBM WebSphere Application Server V7 Administration
on Linux Certificate : Jan 2012
 Oracle Database: Program with PL/SQL Ed1
Certificate: Jun 2012
Interactive Online Chess System: 2006
 Final Year Project using Macromedia Dreamweaver and Java Applet
E-Learning Website: 2005
 Macromedia Dreamweaver MX, Macromedia Flash MX, Macromedia
Fireworks MX, Adobe Photoshop 7.0 and MS Office Access
Basketball Team Management System (2004)
 Computer Science Minor Project Analysis, design and implementation of
system using Oracle9i
Programming Languages
 C++
 Java
 Prolog
 LISP
 HTML
 ASP VBScript
Operating Systems
 Linux/Unix
 Solaris
 Windows
Software Packages
 MS Office 2003, 2007(Advance)
 Active Directory (Intermediate)
 Adobe Photoshop 7.0 (Intermediate)
 Macromedia Dreamweaver MX (Intermediate)
 Macromedia Flash MX (Intermediate)
 Macromedia Fireworks (Intermediate)
ADVANCED CERTIFICATIONS & COURSES TAKEN
KNOWLEDGE OF SOFTWARE
PROJECTS UNDERTAKEN

6.  Macromedia Freehand (Intermediate)
 MS SQL Server 2000 (Intermediate)
 Oracle9i (Intermediate)
 English (Good)
 Bahasa Malaysia (Excellent)
 Mandarin (Excellent)
 Cantonese (Good)
 Japanese (Poor)
Correspondence Address
 C17-G-18, Bayan Villa,
Jalan BS 2/5, Taman Bukit Serdang
Seksyen 2,
43300 Seri Kembangan,
Selangor Darul Ehsan.
Contact Details
 +60-(0)13-630 3093 (mobile)
 siewkui_lau@yahoo.com (e-mail)
Date of Birth
 14 October 1982
Gender
 Male
Kathy Foong
Senior System Analyst, SCOPE INTERNATIONAL (M) SDN BHD
Contacts:
 +60-(0)16-330 1763
 kathy-pik-hung.foong@sc.com
Suki Awyong
Service Desk Specialist, DHL IT Services SDN BHD
Contacts:
 +60-(0)12-678 6147
 Suki.awyong@dhl.com
Edward Yin
Service Desk Specialist, DHL IT Services SDN BHD
Contacts:
 +60-(0)16-6903 609
LANGUAGES
PERSONAL PARTICULARS
REFERENCES

7.  Edward.yin@dhl.com