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Work Background
Boardroom Technologies PLTCo-Founder / Chief Innovation Officer
Nov. 2017Malaysia- Spearheaded Malaysia’s first multi-party video conferencing platform with top-up payment models.
- Designed scalable digital-first IT infrastructures for enterprise and government applications.
iZND ServicesFounder / CEO -Strategic Technology Leadership
Oct. 2012Empire Tower, Subang Jaya- Led AI-driven infrastructure innovations, optimizing enterprise workflows, fleet management, and digital branding.
- Developed iZNDVerse, a premier blockchain-integrated metaverse experience.
- Established strategic partnerships with IBM, Google, Microsoft, enabling AI-driven enterprise expansion.
IBM Global ServicesTechnical Leader, CTS Asia Pacific
Oct. 2008 - Mar. 2010Cyberjaya- Led Centralized Technical Support (CTS) model creation, accelerating IT service efficiency.
As part of the Call Center Improvement plan project that was taken up by me after the completion of an Outsourcing project I was managing,
- To Introduce CTS as a technical support with a level of 1.5, worked out the improvement process to develop the existing Call Center agents to be able to perform more technical support actitivies.
- Responsible in initiating the POC for CTS (Centralized Technical Support) for IBM Helpdesk.
- Define the scope, Process & support structure that I've developed a technical Knowledge base - Developed the first CTS's Wiki.
IBM Global ServicesPSS Desktop Technical Leader
Sep. 2006 - Dec. 2007GlobalScope:
Responsible for designing & producing the SITA's Technical Implementation guide that will be used by the Desktop Management deployment team for the E-Ticketing implementation of the Malaysia Airlines PSS Desktop system across 190 sites worldwide. Challenges:
As the application does not belong to IBM, we are ‘handicapped’ by not knowing the ‘inner workings’ of the application. Actions Taken:
Due to the tight dateline, and since the application owner @SITA is unable to come out with a solution workable for MAS. I had to take up the role to provide workaround to problems faced during the desktop roll out Achievement:
With the "fix-script" that I have came up with, the team was able to deliver the Desktop deployment that fulfills the MAS business requirement, resulting 100% successful cut-over for the DCS and e-Ticketing requirements by IATA
IBM Global ServicesHead, Desktop Management for Malaysia Airlines System
Aug. 2004 - Oct. 2008Selangor, MalaysiaResponsible in Managing the entire Desktop operations for Malaysia Airlines
** one of the first few to design & define the Desktop Management process Design & implement the 10 years roadmap for the Desktop Management technologies as well as the support structure that focuses on :
- minimal tech support interventions - improve reliability based on the requirements of each departments responsibilities within Malaysia Airlines Vendor Management - for local & overseas support Dell & NCR
Getronics SolutionTechnical Manager
Apr. 2001 - Aug. 2004GlobalResponsible in Building the entire infrastructure from Unix to Dell Systems, including Data Centers and as well as designing and building the standard Applications for various jobs and roles for the entire Airlines Role for MAS program
- Technical Lead for MAS
Level 3 Support for Deskside engineers Management - 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
- Preparing Project’s SOW (Scope of Work) for quotation.
- Billing & Sign-off
- To be on 24/7 On-the-phone standby for support & escalation. Achievement
- Protect contractual revenue (RM486.9M/ year)
- Achieved required SLA (>98% global) incidents to solved & close within 4 hours - average 6000 incidents per month - Enhanced delivery reputation of Dell team
- Seek and influence VO awarded (RM65M)
Dell TechnologiesHead of Information Technology
Mar. 2001 - Aug. 2004MalaysiaTechnical Role
Subject Matter Expert in Designing and Producing the Proof of Concept of the entire infrastructur, that will be migrated out from Mainframes to Windows environment using Dell as the Hardware Vendor Management Role
Managing the entire Operations that consist of 4 key areas 1. Technology
- Responsible in identifying every systems and platform that Malaysia Airlines are using & providing a workable interface to continue to run those systems when each site's are migrated to Windows and replacing those terminals with Dell Dssktops, Servers, Printers and all other special purpose hardware that was previously running 2. Managing the Deployment Division to migrated the entire infrastructure to Windows / Dell
- from scheduling, architecture Designin, planning, allocating resources and logistics 3. Post deployment support & and Technology transfer to the local engines, training and on-site support 4. Service Dssk response in ensuring that both rhe service desk agents, on-site support engineers as well as replaced vendor manager keeps up with our contractual SLA Also responsible in ensuring all policies and processes are defined and adhered.
To also work with Malaysia Airlines IT on Governance , Working closely with the Change Management board to reduce all downtime are at minimum as the entire system needs to be 99% up all the time. The entire operation includes globally of 150 sites which includes the Airports & their Sales & Ticketing offices
Parkson Corporation Sdn Bhd Analyst Programmer - MIS Exec
Mar. 1999 - Mar. 2000Klang, MalaysiaDeveloped a system that enables the Store Managers to directly sends requests for approval to 'Mark-up" or "Mark-down" of the Products using their present Unix terminal to Parkson HQ, and the respective Head will receive those requests in Lotus Notes.
All approvals & rejections will automatically adjusts the price of the items according to the % that was requested by the store The Module was successfully completed in 3 months & spent 6 months travelling to throughout Malaysia, visiting each branch to implement the system and conduct training sessions for the Store managers and staffs.
Mediscreen™Information Technology Consultant
Mar. 1996 - Jun. 1998Glenmarie, Selangor
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