1. JOSEPH MOSES
CAREER OBJECTIVES
Toobtainandachieve achallengingpositionwhichwouldenable me toutilizemyexistingskillsandattributes
while at the same time acquire new skill / expertise and knowledge with earnest simultaneously achieving
the company’s goals while progressing as a team player and professional.
CONTACT DETAILS
Address : B-06-18 ApartmentSri Rakyat, Jalan14/155 C, Bandar BukitJalil,57000, Kuala
Lumpur,Malaysia.
Telephone No. : N/A
Mobile No. : 016-2820273
Email : josephmoses92@gmail.com
PERSONAL PARTICULARS
Age : 29 Date of Birth : 9th Nov1987
Nationality : Malaysia Gender : Male
Marital Status : Single IC No. : 871109-14-5961
Permanent
Residence
: Malaysia
QUALIFICATIONS
HighestEducation
Level : Diploma Grade : Grade B/2nd Class
Upper
FieldofStudy : ComputerScience/Information
Technology
Major : ComputerScience
Institute /
University
: NIIT, Malaysia
Located In : Malaysia Graduation
Date
: May 2007
2. SecondHighest Education
Level : HigherSecondary/SPM Grade : Pass/2nd
Grade
FieldofStudy : Economic& Account
Major : Economic& Account
Institute /
University
: SMK Bandar Baru Seri Petaling,KualaLumpur
Professional Certification
Level : CCNA (CiscoCertifiedNetworkAssociate)
: ITIL V3
EMPLOYMENT HISTORY
1. Company Name : Hewlett-PackardEnterprise Services|Putrajaya, Malaysia
PositionTitle : Network EngineerL2
PositionLevel : Non-Executive
Specialization : IT/Computer- Network/System/Database Admin
Industry
MonthlySalary
:
:
Call Center/IT-EnabledServices/BPO
RM5,300 + 13th
monthBonus
Date Joined : 5th
October2015 - Present
WORK DESCRIPTION
Job descriptions:
-Monitoring performance using dedicated monitoring tools, troubleshooting network problems and outages
-Assure the operative functionality and availability of the IT Infrastructure with focus on active Network compone
-Documenting changes in network environment for future reference
-Troubleshooting network problems and outages
-Planning for future changes or expansion of IT and Network infrastructure
-Working closely with other departments such as Engineering department to ensure adequate and sufficient netw
-Diagnoses of problems and provide solutions to achieve service restoration
-Provide first and second level network support
-Engage respective vendors for network device replacement
3. -Lias with the clientstakeholders for the network issue
-Coordinate workload among the engineers
2. Company Name : Global Enterprise International (M) Sdn Bhd
PositionTitle : SeniorIT Technical Engineer
PositionLevel : SeniorExecutive
Specialization : IT/Computer- Network/System/Database Admin
Industry
MonthlySalary
:
:
Call Center/IT-EnabledServices/BPO
RM4,000 +Monthly KPI + YearlyBonus
Date Joined : 1st
November2013 - Present
WORK DESCRIPTION
The Level 2 Technical Support Engineer will work under limited supervision and is responsible for resolution of
Technical issues. The role is basically providing L2 support for Optus internal users.
Responsibilities:
• Provides remote technical support to users on usage, or maintenance of applications to ensure that the
system is functioning according to specifications.
• Escalation point for the Knowledgebase and Level 2 support
• Responds to user inquiries concerning system software and applications.
• Provides immediate customer assistance for emergency and URGENT fixes according to SLA.
• Creates temporary “work-around” for immediate user issues where appropriate.
• Documents and logs all contacts and actions into database per specified guidelines.
• Uses a lab to simulate user environment and issues.
• Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions
and traces required for escalation of “bugs” and/or “request for assistance”.
• Follows user issues through to completion to ensure resolution and user satisfaction have been achieved.
• Works with engineering on software testing and reviews to assist in quality release.
• Provides work direction, problem resolution and training to other technical support personnel.
• Assist the Helpdesk team by answering questions, providing technical information and conducting produc
demonstrations, both remotely and in person.
• Involvement in customer and company focus groups.
• Assist in creating technical documents, and training material.
4. 3. Company Name : GfKRetail and TechnologyMalaysiaSdn Bhd
PositionTitle : Global Service DeskAnalyst
PositionLevel : Analyst
Specialization : Technical &Service DeskSupport – In-house Applicationsupport
Industry
MonthlySalary
: MarketResearchforTechnical ConsumerGoodsmarkets.
RM 3,600 + RM450 (Fixedallowance) +KPI
Date Joined : 1st
April 2011
Date Left : March 2012
WORK DESCRIPTION
Handle support calls, emails and tickets on Internal Business Tools and Applications (based on
predefined Service Level Agreements).
InteractwithInternal andExternal usersviatelephone,e-mail andticketingtool toprovidetechnical
support on GfK Business applications.
Provide resolution of all incidents and problems following internal processes and guidelines.
Maintain all process documentations and support continuous improvement for the process and
content of the system.
Escalate unresolvedticketstoappropriate supportspecialist or service group and take ownership.
Ensure SLA and OLA targets are met every month.
Provide solutions and new ideas to management.
Responsibilities:
Involved in setting up the service desk for GfK. (Telephony, Request System, Processes)
Also holding the role of an Incident Manager to quickly resolve high priority issues.
4. Company Name : CSC (ComputerScience Corp)
PositionTitle : Service DeskAnalystExecutive
PositionLevel : Analyst
Specialization : Technical &Service DeskSupport – Cooperate ITRelated
Industry
MonthlySalary
:
:
Consulting(IT,Science,Engineering&Technical)
[NewYork Stock Exchange 1st
Batch]
RM 3,300 + Overtime
Date Joined : July 2009
Date Left : 31st March 2011
5. 4.1 Company Name : CSC (ComputerScience Corp)
PositionTitle : Service DeskAnalyst
PositionLevel : Analyst
Specialization : Technical &Service DeskSupport – Cooperate ITRelated
Industry
MonthlySalary
:
:
Consulting(IT,Science,Engineering&Technical)- [Estee Lauder1st
Batch]
RM3,300 + Overtime
Date Joined : July 2009
Date Left : -
WORK DESCRIPTION
Toprovide technicalhelpdesksupport(i.e.:WindowsOS,MicrosoftApplication) viaemailandphone
to Corporate Users.
To assists and ensure all un-resolved problem escalate to on-site resources, or to the relevant
department and follow-up with closure of problem.
Resolve clientinquiriesbyutilizingestablishedprocedures,usermanuals,knowledgebase,accessing
on-line applications, or interacting with internal and external support group.
Escalate unresolved calls to appropriate support specialist or service group.
Proper documentation of cases into the online problem tracking system.
Provide trainingandhandsonexperience fornew agentstofamiliarizewiththe client’senvironment.
Technical helpdeskmainsupporttools(i.e.: RSA SecureIDToken,SAP-systemanalysisprogramming,
WMS-Warehouse Management System, Active Directory, Citrix, VPN and BlackBerry Enterprise
Server.
Assist on computers issue and remote access, practical knowledge in MS Office, MS Office
Communicator,MSOffice Live Meeting,BlackBerryEnterprise serveractivation,BlackBerrycoperate
phone and applications.
VPN secure system,networkprintersupport,mappingprinter,mappingnetworkdrive,manageshare
drive and remote access.
Anti-virus Software, LAN/WAN TCP/IP, firewall and all OS.
Good understandingandexperience of Incident/Problem/Change and remote management tools.
5. Company Name : SCICOM(MSC) Berhad
PositionTitle : Technical SupportExecutive
PositionLevel : Executive
Specialization : Technical &HelpdeskSupport –IT , BOARDBAND,VOIP ANDIPTV
Industry
MonthlySalary
:
:
Consulting(IT,Science,Engineering&Technical)- Total CustomerDelight
[SINGTEL]
RM 2,400 + QuarterlyBonus+ Allowances
Date Joined : January 2007
6. Date Left : July 2009
WORK DESCRIPTION
Responsible for answering the incoming telephone enquiries, complaints and question from
customer.
Provide 1.5 level troubleshooting and possible resolution.
Proper documentation of cases into the online problem tracking system.
Make any ad-hoc outgoing calls to customer as required to resolve an outstanding query.
Escalate internally any queries or unresolved issues which cannot be completed within the agreed
procedures.
Undertake any administration tasks delegated by the Assistant Manager.
Identifyareasforservice andprocedural improvementandmake recommendationstothe Assistant
Manager.
Assiston computersissue andthe broadbandissuesandremote access , Practical knowledge inMS
Office, DNS, DHCP, Anti-virus Software , LAN/WAN TCP/IP , firewall and IP telephony and all OS.
6. Company Name : StandardCharteredBankMalaysiaBerhad
PositionTitle : CollectionOfficer
PositionLevel : Non- Executive
Specialization : Banking/ Financial Services
Industry : Banking/ Financial Services
Date Joined : 2005
Date Left : July2007
WORK DESCRIPTION
Providing waiver / discount on the late charges and interest charges.
Prepare full and final for account that has expired on the tenure by condition must fully settle the
loan in 3 months time.
Helps Standard Chartered’s clients to restructure bad debts loan.
Was selected as Top 10 Achiever for the month of January and Top 10 Performer in Standard
Chartered Secured Collections.
LANGUAGES
(Proficiency:0=Poor- 10=Excellent)
Language Spoken Written
Bahasa Malaysia 9 9
English 9 9
Tamil 9 0
