Design & Implement IT Infra for Malaysia Airlines, Head the Deployment for worldwide migration, Pioneered the first few Outsourcing Support Services
- Escalation and technical recommendation for helpdesk agent
- Represent as Deskside Manager
- SPOC for all issues and requirements needed from deskside support team.
- Handling customers issues
- Responsible to manage all special and adhoc projects / deployment
- Planning of Projects
- Managing resources for projects
- Proposing solutions to customer
- To be on 24/7 On-the-phone standby for support & escalation.
- Preparing Project’s SOW (Scope of Work) for quotation.
- Billing & Sign-off
- Protect contractual revenue (RM4.9M/ year)
- Achieved required SLA (>98% global) - average 6000 incidents per month
- Enhanced delivery reputation of Dell team
- Seek and influence VO awarded (RM650K)
As during that period, most of the technology wasn't available and has to be somehow created to meet the client's requirements ..