Arieff Adam Mahmud Fauzi

Part of Customer Service Operation Centre, CSOC department for Customer Experience & Management Transformation, CEMT division to execute and smoothing the processes of tracking, oversee and organize every interaction between customer and organization.

Roles
- To respond to external customer incidents and queries via email and phone and internal monitoring systems such as Siebel, Icare Prime, NOVA
- Support and coordinate incidents through virtualization tools such as ping, telnet and remote desktop
- Managing a team to monitor and support incident issues
- Problem investigation, diagnosis & problem closure.
- Complying with service operations which experiencing with event, incident and problem management
- Work closely with technical and other stakeholders to enhance and develop a system for smoothing trouble tickets coordination
- Experience support/ troubleshooting in High Speed Broadband, PRI, ISDN, and Back-up BRI
- Experience in AVAYA, CISCO, JUNIPER troubleshooting and handling

Part of Service Fault Management department for Network Operation Centre, NOC division to administer, supervise, monitoring and support a telecommunication network and ICT equipment.

Roles
- Provide support on firewall configuration such as NAT and installation   
- Working with IP routing protocols. Static route, OSPF and BGP
- Assist in Disaster recovery (DR) planning such as roles and responsibilities, procedures, plan activation and documentation  
- Hands on experience of server operating systems, security and remote access
- Experience configure filtering & NAT policy rules with Firewalls, including CISCO, NetAsq in resilient environment.

Working with Network Operation Centre, NOC division for Marketing, Sales & Communication, MARCOM department to travel onsite providing a comprehensive ICT field support service to all GITN customers.

Roles
- Provide information for helpdesk team and customer to ensure issues are dealt with efficiently
- Support and coordinate network migration especially when involves with routers and firewalls
- Support and execute UAT or any relevant activities, such as test plan, test execution before product is moved to its destination site
- Assist in installation, deploy, and update patches onsite
- Experience in virtualisation such as VMWARE, TightVNC and SSH to fix ICT equipment likes Operation System, firewall, modem and router