This document contains the resume of Goh Phik Li. It details his work experience as a Tools & Performance Improvement Specialist at Scope International (M) Sdn Bhd, where he focuses on improving processes and identifying areas for reduction. It also outlines his previous role as an Incident Manager and experience managing high severity incidents. His education is listed as a Bachelor's Degree in Computer/Telecom Engineering from University Tunku Abdul Rahman.

1. Goh Phik Li
Tools & Performance Improvement Specialist at Scope International (M)
Sdn Bhd
(+60) 0167312361 | snowangel_8502@yahoo.co.uk | 30 years old | Shah Alam, Selangor
Experience 7 years
Previous Incident Manager
Scope International (M) Sdn Bhd
Education University Tunku Abdul Rahman
Bach Degree, Computer/ Telecom Engineering (2008)
Nationality Malaysia
Experience
Jun 2014 - Present
(1 year and 7 months )
Tools & Performance Improvement Specialist
Scope International (M) Sdn Bhd | Kuala Lumpur, Malaysia
Monthly Salary MYR 6,400
•Focus on the changing needs for Integrated Service Operation (ISO) Team and provide suggestion for
continuous service improvement.
•Document the ITSM process and workflow across the organization.
•Identify the grey area from the BAU process and provide solution (from the scorecard or reports)
•Measurement of the BAU effort and propose solution for reduction (TAT or etc)
•Successful delivery of at least 1 process changes per quarter
•Review and revisit the process workflow on a quarterly basis or when necessary
•To apply Six Sigma method or any other method for each process to ensure it is compliance.
•Provide baseline measurement and KPI upon rolled out
•Readiness for Migration (collection of CTIP menus, RMS screens, Workgroups/Members, Licenses,
Workflow in IPC)
•Capture all existing Workgroup, Domain, Ownership details with assignment group membership data
•CTIP information (Category, Type, Interface, Problem) for Remedy, OSS, RMS
•Capture the workflow of Incident, Problem, Change, RMS and interrelationship of these process in
Remedy and have them documented
•Capture details of interfaces with Remedy and their nature of connectivity
•Ensure that the migration to a new platform is not delayed due to lack of information
•Proactively capture all the fundamental and essential information would assist optimizing and simplify as
well as streamline the current ETT process framework
•Better manage Development team effort
•Enable better BRD template and capture Quantifiable benefits
•Ensure timely communication to stakeholders
•Take Command & Control of key Techops tools viz RMS, Apropos etc : Controlled releases, Rollout and
Bug Fixes
•Document all new information or change of details in process and obtain sign off before roll out
•Prepare statistic report (after roll out) for each initiative
•Simplified enhancement implementation for Remedy, RMS
•Better decision making ability to assess rationale for enhancements
•Validate all Tech Ops tools usage and purpose
•Identify the tools and applications that are currently in used, both active and inactive logins.
•Assess the compatibility and underlying infrastructure stability
•Consolidate and optimize the tools based on usage
•eLearning module enhancements (requirement gathering from IM, PM and CM), engaged vendor (SABA)
to ensure the contents are up to date on a yearly basis.
•Get a complete view of all Techops Tools, Purpose, Features & Resources
•Assist with planning of retiring/ consolidating redundant Tools within the ISO

2. Remedy 8.1 Transition Effort
• Finalization of Foundation Data Template to be given to respective module's SPOC.
• Compiled and obtained sign-off document for the Finalization of Design and Process content to be
published into e-Learning.
• Foundation Data configuration for Global Service Desk, IM Severity 3, Major Incident, Problem
Management, Change Management, Service Level Management, Service Request Management.
• Initiated and monitored the nominated testers to complete their testing for Pilot, UAT 1, UAT 2, UAT 3.
Gathered the nominator's test result and sign-off.
• Performed the Security Assessment Test and compiled the test script (PIM).
• Obtained the Readiness of Interface Design Document with sign off (PIM, BEM, GEMS, e-Online Roster,
CCMS, MDIS, RIME SMS, ONS, OPB, PeopleSoft, RiskWise).
• Raised the required Change Request for Dress Rehearsal, Remedy Infra, and Go-Live.
• Use Case Collection for Global Service Desk, IM Severity 3, Major Incident, Problem Management,
Change Management, Service Level Management, and Service Request Management.
• Build and validate the Request forms & questionnaires. (Incident related).
• Performed the Train-the-Trainer with nominated SPOC (Service Desk, Support & TSM/CTM).
• Conducted the Performance Assessment Test in Dress Rehearsal.
• Supported in the transition Phases from Remedy 7.5 to Remedy 8.1
• Operated COMMAND CENTER during Production Go-Live phases.
Manage and coordinate tool enhancement request to help with service and tool improvement post Go Live.
Provide ongoing post Go-Live support to user from tools adaptation and understanding of feature and
functionality
Governance of tools from sustainability, reliability, costing and enhancement perspective.
Phase 2 transitions in progress with data consolidation ongoing.
Aug 2012 - Jun 2014
(1 year 10 months )
Incident Manager
Scope International (M) Sdn Bhd
•Detects and records all incidents proceeding to ensure the timeframe of the incidents, such actions taken
by support and resumption time, are capture correctly.
•Manages and coordinates Critical and High Severity incidents based on impact to Standard Chartered
users and customers.
•Work together with applications support to resume high criticality and high severity incidents within
allocated SLA time frame to minimize impact to Standard Chartered users and customers.
•Records and summarizes all resumed Critical and High Severity incidents to for further root cause
assessments performed by Problem Management team.
•Broadcasts SMS and Email notifications alerting all stakeholders of Critical and High Severity incidents
that occur, in progress and resumed.
•Escalates incidents to the appropriate support team to ensure timely resolutions.
•Engaged in scheduled DR, BCP and Mass Release by ensuring deliverable met on agreed participation to
manage the command centre. Ensure smooth operation of the command centre with minimal impact to
application during said agree window.
•Handle business criticality 1 – 3 applications if there is a potential impact or material impact assessed
during the assessment.
•Follow defined high severity and critical situation process steps with required notifications and summaries.
•All high severity and critical situations handled to have a resumption time as per SLA documented (Sev 1
resumption ≤ 1 hour, Sev 2 resumption ≤ 4 hours, Critical Situations resumption ≤ 8 hours)
•Upon incident resumption, incident manager is required to create outage for the impacted services and the
degree of the severity to the service based on the failing service.
•A problem ticket is to be created for each high severity incident handled. Impact details must be captured
for all high severity and critical situations.
•Documentation of incident with summary and chronology post incident resumption.
•Updating Incident Resumption time Analysis (RTA) sheet on incident resumption with mobilization,
diagnosis and recovery time details (MDR) to ensure correct timing of incident management is recorded.
•Document incident chronology for High Severity incidents, capturing technical details and sequent of
Event, and share with bridge participants and relevant stakeholders post resumption.
•Notification/alerts of high severity incident and critical situation incidents are delivered within the SLA to
inform all stakeholders informed of incidents.
•Provide regular updates when necessary to avoid panic as well as provide assurance that the right

3. attention is given in leading an incident to resumption.
•Taking end to end ownership of GEMS alerts and service desk tickets being assigned out and cleared
from remedy queue.
•Reassignments of tickets requested by support team to be cleared from remedy queue.
•Interactions to be taken only from APROPOS system.
•Monitoring of incident management mailbox for emails from users and stakeholders.
•Mails are to be acted upon within stipulated duration and ensuring no misses or escalations for inaction
mails.
•Complete Development Activities identified in approved Individual Learning and Development Plan.
•Complete all relevant training as identified by your Manager.
Jan 2011 - Jul 2012
(1 year 6 months )
Incident Coordinator
CSC Malaysia Sdn Bhd
-Analyze aged and overdue incidents for all BHP Billiton business unit
-Liaise with line of services (LoS) to update and resolved aged and overdue incidents for respective
support group.
-Attends Daily Service Review with LoS and Service Level Manager that is held daily to ensure incidents
reduction as well as address any difficulties face with LoS.
-Acting assistance operational manager and RPM for incident management for accounts 'Get Well
Program' to reduce aged incidents
-Collaborate with Accenture, IBM and other LoS to reduce and resolve overdue incidents
-Attends weekly meeting with Accenture and IBM to reconcile incidents which are overdue more than 15
days old
-Collaborate with the Local Service Desk to consolidate data and reports on aging incidents for Accenture
and IBM to reduce aged incidents for all BHP Billiton business unit
-Received R&R from Operational Incident Manager on achievement in bringing down incident count and
excellent and prompt action on escalations of incidents
-Received R&R from Service Desk Operations Manager in providing excellent respond and assistance to
queries bought up by accounts Group IM for client vendor's incident
-Received compliment on job well done in bringing down overall aged incident count, including client
vendors for dedicated account by Service Delivery Manager
Nov 2009 - Jan 2011
(1 year 2 months )
Service Desk Analyst
Computer Sciences Corporation
•Provide 1st level support to Australian customer
•Assist with resolving user through the phone and email
•work to achieve high First Call Resolve (FCR) count for the team
•Escalate issue to 2nd level support and 3rd party vendors to resolve user's issue within stipulated SLA
(Service Level Agreement)
•Ensure SLA of tickets log are met
•Escalate high priority ticket to Incident Management Team and 3rd party vendors to resolve issue within
agreed SLA
•Overlook workflow for all tickets log
•Ensure that pending tickets are updated and resolved in timely manner
•Ensure tickets that are reassigned back are reassign to the appropriate support team to resolve issue
•Ensure resolve tickets are close and minimize pending tickets in queue
May 2008 - Oct 2009
(1 year 5 months )
Technical Support Specialist
Datacom South East Asia
•Take full ownership of customer issues
•To act as an Agent in a team to help ensure the customer gets the support she/he needs.
•To Troubleshoot and resolve issues with Logitech Peripherals (Mice, Keyboards)
•Providing feedback to supervisor regarding new problem resolution techniques (obtained from customers
or from personal experience).
•Provide feedback to supervisor regarding potential product problems.
•Knowledge sharing with other team members on troubleshooting problems.
•To log all email details in Support Database (Right Now) and provide customer number / case number to
customer for future reference.

4. •To outline technical support charges and guidelines to customers in accordance with any support policies
which may exist or be implemented
•To regularly update product knowledge and technical skills using available resources
Education
2008 University Tunku Abdul Rahman
Bachelor's Degree in Engineering (Computer/Telecommunication) | Malaysia
Major IT
Grade Grade C/2nd Class Lower
2004 Sek.Men.Sultan Ismail
Higher Secondary/STPM/"A" Level/Pre-U in Sciences | Malaysia
Major Physic
Grade Pass/Non-gradable
Skills
Intermediate Typing
Basic Linux OS Commands
Additional Info
CAREER OBJECTIVE:
•Full-time position in a multinational corporation which offers a professional working environment and enabling me to grow while meeting
the corporation's goals.
•Able to work as a team and lead a team to excellence
•Willing to be responsible for the team’s welfare and to be a leader.
•Willing to learn new things.
•Able to communicate with end user to understand their problem.
SUMMARY:
* Bachelor of Information Technology (HONS) Computer Engineering, majoring in Computer Architecture
ACADEMIC PROJECT:
Final Year Project:Development of Wi-Fi Hotspot vis FirstSpot

5. Development of a wireless hotspot with an authentication and authorization server to enhance security of entire network within the campus
vicinity. Enhancing the functionality and ability of FirstSpot, a Wi-Fi hotpost authentication and authorization server with captive portal
technology to enhance the network security.
ADDITONAL SKILLS:
* Systems: Windows XP, Linux RedHat
* Server: MySQL Server

6. Development of a wireless hotspot with an authentication and authorization server to enhance security of entire network within the campus
vicinity. Enhancing the functionality and ability of FirstSpot, a Wi-Fi hotpost authentication and authorization server with captive portal
technology to enhance the network security.
ADDITONAL SKILLS:
* Systems: Windows XP, Linux RedHat
* Server: MySQL Server