Arieff Adam Mahmud Fauzi

  • Kuala Lumpur Malaysia
Arieff Adam Mahmud Fauzi

Enthusiast in the world of technology and ICT

Summary

In-depth knowledge in IT service management and telecommunication particularly that include IT Operations management of security and network monitoring/ support.

Strong analytical skills
Result driven and versatile
Professionalism
Confidence

Work History

Work History
Jun 2011 - Present

Assistant Manager CSOC Data Assurance

Telekom Malaysia

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

Jun 2010 - May 2011

Assistant Manager Network Services

GITN Sdn Berhad

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.

Apr 2009 - May 2010

Regional Support

GITN Sdn Berhad

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

Education

Education

Skills

Skills

Service desk, customer service & IT Service Management

aligning the delivery of information technology (IT) services with business goals and to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.

Siebel Oracle CRM, Icare Prime CRM, NOVA, AVAYA, SAP Front End, Microsoft Outlook

to respond, support & coordinate customer incidents  with monitoring tool systems

Cisco, Juniper Network Connect, NetAsq

troubleshoot and routing IP protocols. OSPF, BGP and PIM

filtering & NAT policy rules with Firewalls

VMWARE, TightVNC Viewer, SecureCRT, Command Prompt and SSH

telnet and visualization tools to fix ICT equipment likes Operation System, firewall, modem and router

Certifications

Certifications
Aug 2014 - Present

Service Desk Analyst

APMG-International

License : 02899134-01-S4XL

Sep 2014 - Present

ITIL® Foundation Certificate in IT Service Management

EXIN

License : 5156222.20317978

2012 - Present

Best Team Leader Award from Telekom Malaysia Berhad