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Design and Implement IT Infra for Malaysia Airlines,

26000 people affected
800 people managed
36 month project

Project Description

Design & Implement IT Infra for Malaysia Airlines, Head the Deployment for worldwide migration, Pioneered the first few Outsourcing Support Services

Key Roles:

- 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)

Lessons Learned

As during that period, most of the technology wasn't available and has to be somehow created to meet the client's requirements .. 


ahead of schedule
under budget
received a promotion
received recognition / award
developed many best practices
developed many sops & process


equipment incompatibility
steep learning curve
large no. of people impacted
r&d - technology wasn't ready

Technical Skills Used

  • Problem solving skills
  • Leadership
  • Solution Development

Technical Certifications Used

  • ITIL Systems Management
  • PMP
  • DCSE


Excellence Award
Outstanding Performance
  • Kuala Lumpur (MY)3.1412101.687
  • London (ENG-GB)51.5085-0.12574
  • Asia (PH)9.5506122.516
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