Muhammad Aziff Ibrahim
Kuala Belait
Summary
Personable and adaptable individual with a keen interest in technology and problem-solving. Proficient in diagnosing and troubleshooting hardware and software issues, with a strong focus on customer service and technical support. Drive to maximize operational efficiency ensures seamless IT operations for clients. Extensive experience in diagnosing and repairing a wide range of IT hardware and software issues. Leveraging technical knowledge and problem-solving skills to consistently maintain optimal system performance. Demonstrated exceptional customer service throughout career while successfully adapting to evolving technological needs.
Overview
5
5
years of professional experience
3
3
Certification
Work History
IT Field Service
DXC Technology
02.2023 - Current
- Diagnosed and repaired complex technical problems in the field, resulting in a % reduction in customer service calls
- Attending VIP support ensuring there will be less problems and preventing downtime
- Documented IT processes and procedures, allowing for faster onboarding of new employees
- Resolved software and hardware issues quickly and efficiently, reducing downtime and increasing user satisfaction
- Wrote technical documentation and user guides for IT systems and applications
- Managed user accounts and provided access to systems and applications in accordance with security policies
- Collaborated with vendors and external service providers to ensure timely delivery of services and products
- Installed and configured new hardware, software, and networks, resulting in improved system performance and reliability
- Troubleshot and resolved technical issues in the field
- Operated a vehicle to transport personnel and equipment to field sites
- Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
- Streamlined system upgrades by accurately diagnosing problems and implementing effective solutions.
- Contributed towards achieving company-wide goals such as increased efficiency and improved customer experience.
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
Service Desk Analyst
DXC Technology
05.2021 - 01.2023
- Coordinated with internal teams to ensure customer inquiries were addressed in a timely manner
- Monitored and responded to customer inquiries via multiple channels, including email, phone, chat, and social media
- Established and maintained SLAs to ensure customer inquiries were addressed in a timely and efficient manner
- Created and implemented a customer feedback survey that resulted in a X% response rate and actionable insights for improving customer service
- Monitored system performance and proactively identified potential issues before they impacted customers
Internship - Management Trainee
DXC Technology
08.2020 - 04.2021
- Working under government internship program (i-Ready), I have been directly involved in the deployment activities of all devices and software that is crucial components for 'Cerdaas' project
- Involved in deployment project of mass migration of Shell Asia Pacific Environment to BSJV environment
- The companies that we have to work with are Brunei Shell Petroleum (BSP), Brunei Liquefied Natural Gas (BLNG) and Brunei Shell Marketing (BSM)
Web Developer
Buycour Marketing
10.2019 - 08.2020
- Developed an API that connected the web application with 3rd party services and enabled the exchange of data in real-time
- Developed a secure, interactive web application with a modern front-end framework and an intuitive user interface
- Developed front-end architecture that improved scalability and performance of the website
Education
Advance Diploma - Information Science
09.2016
- Few modules that are related to IT department
- Digital Libraries
- Web Technologies
- Information Retrieval and Storage
- Project Management
- Skill information System Analysis and Design
- GPA: 2.5
Skills
- Front end Programming
- JavaScript programming
- Remote support
- Software installation
- IT asset management
- Hardware installation
- ITIL processes
- Hardware upgrades
- Operating systems expertise
- Windows administration
- Technical training
- Incident management
- Software updates
- Group policy management
- System diagnostics
- Service level agreements
- IT documentation
- Configuration management
- Active directory
- VPN setup and management
- Software deployment
- Teamwork
- Advanced troubleshooting
- Computer diagnostics
- Hardware and software configuration
- Technical issues analysis
- Relationship building
- Interpersonal skills
- Technical troubleshooting
Accomplishments
- Achieved commendation by BSP by completing BSP and BLNG Asset Audit Project (lead) with accuracy and efficiency.
- Leading the team for Asset Movement/Mass relocation during Asset Directorate Transformation.
- Involved in the Mass Deployment of Cerdaas (migration to an new environment)
Hobbies and Interests
- Strength Training
- Team Sports
- Learning Coding
Address
No. 18, Simpang 262-8-26, Jalan 10 Utara, RPN Lambak Kanan, Kuala Belait, Brunei
Lot no 4836 sdr 4982, X3 Simpang 464-15, Jalan Maulana, Kuala Belait
Certification
- IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
- Microsoft Certified, 365 Fundamentals (AZ-900) - Microsoft.
- Completed T-Bosiet with CA-EBS Course
Reference
- Pengiran Hamzah Yusoff ( 8676311) - BSP Asset Senior Analyst
- Abdul Hafiz Anuar ( 8854969 ) - DXC- BSP Field Service Lead
Timeline
IT Field Service - DXC Technology
02.2023 - Current
Service Desk Analyst - DXC Technology
05.2021 - 01.2023
Internship - Management Trainee - DXC Technology
08.2020 - 04.2021
Web Developer - Buycour Marketing
10.2019 - 08.2020
- IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
- Microsoft Certified, 365 Fundamentals (AZ-900) - Microsoft.
- Completed T-Bosiet with CA-EBS Course
Politeknik Brunei - Advance Diploma, Information Science
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