Summary: Industry certified professional with above 6 years of proven skill, extensive experiences and knowledge of IT industry accrued from grass root level to senior engineering positions; Solid customer service orientation; Excellent multi-tasking & working independently; Enthusiastic and result oriented.

Contact DetailsAddress : No. 32, Jalan KP 2/3, Kota Perdana, Bandar Putra Permai,

43300 Seri Kembangan, Selangor.Cellular Number : 016-4843535Email Address : Saiful.sidek7@gmail.com / saiful.sidek7@yahoo.com

Personal ParticularsAge : 32 years oldIdentification Number : 821006-07-5205Nationality : MalaysianGender : MaleMarital Status : MarriedAvailability : 2 MonthExpected Salary : RM 8000.00Willingness to Travel : Yes

Highest Qualification AttainedInstitution : Multimedia University ( MMU )Location : Melacca campusQualification Attained : Bsc (Hons) Information TechnologyMajor : Majoring in Software EngineeringDate Attained : March 2008

Professional Certification AttainedInstitution : Info Trek Sdn BhdLocation : Ampcorp Mall, Petaling JayaQualification Attained : Microsoft Certified System Engineer (MCSE)Major : MCSE on Windows 2003Date Attained : July 2008

Institution : Info Trek Sdn BhdLocation : Ampcorp Mall, Petaling JayaQualification Attained : Information Technology Infrastructure Library v3 (ITIL)Major : FoundationsDate Attained : Oct 2010

Employment History

Establishment : Hewlett Packard Location : Cyberjaya, MalaysiaPosition Held : Active Directory & Certificate Authority Technology ConsultantDuration : 4 years (2010-Current)

Dimensions: An Active Directory team provides Third level supports to run and maintain Active Directory component which encompass networking related and infrastructure configuration for the client, SHELL. This included Site component topology, Forest operations, DNS, Directory Database, Security, Forest topology, Interfaces/Communication protocol, File replication services, Distributed file system, Remote Installation services, Group policy and Certificate Authority.

Responsibilities Included:Technical: Responsible for third-level support for all server related issues includes ongoing support,

maintenance, and enhancement of a complex enterprise Windows Server, Active Directory / Certificate Authority infrastructure environment.

Project SME resource for project related to Directory Service and Certificate Authority. Provide input as requested for project proposals to the PMO/Engineering.

Participated in complete system builds, upgrades, migrations, VBscripts maintenance code deployments and patch management.

Implemented security policy and virus protection. Incident Management: Resolve most technical incidents and to resolve more complex or cross-

technology incidents. Escalation Management: identify potential escalations and alert management proactively. Problem Management: Proactively and reactively provide solutions to prevent problems from

occurring in AD. Supporting users and cross team administrators over the telephone and via email. Prepared and maintained documentation of technologies, standards and procedures. Prepared the environment for deployment of Windows Server 2003 / 2008 Analyzed the hardware and software requirements of Active Directory. Installed, configured, and provide troubleshooting for Server 2003 /2008 Migrated Windows Server 2003 from test environment to the production environment. Implemented and managed subnet IP Addressing; configured TCP/IP addressing for AD Site Created the Forest Root domain, and a Child domain in a production environment. Installed and configured an Active Directory Domain Controller. Established external trusts and cross-forest trusts. Managed an Active Directory site; replication schedules, site links and boundaries, used ADUC to

create and manage computer, user and group accounts in an Active Directory environment. Used DcDiag, NetDiag and networking techniques for troubleshooting. Performed authoritative and non-authoritative restore operations. Diagnosed and resolved issues related to masters role failure and AD database. Configured automatic updates for network clients by using Group Policy.

Designed, planned and implemented Group Policy, delegation strategies and OU structure. Managed local, roaming, and mandatory profiles, planed strategy for placing Global Catalogue (GC)

and evaluated the need to enable Universal Group Caching. Responsible for providing a detailed security investigation for enterprise solutions such as Account

lockouts, unauthorized changes made on admin/user account propertiesProcess: Change Management/Implementation: Review, implement, and verify changes/solutions of

moderate complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs for Active Directory and Certificate Authority.

Plan for implementation and adhere to the agreed change management process. Administered change management related to server upgrades and software installation.

Achievements: Day-to-day support on Windows Server of more than 2000+ Intel Servers and 400++ Domain

controllers; job entailed frequent remote access to Data Center, due to nature of work. Successfully resolve more difficult technical issues (related to Active Directory & Certificate

Authority) from incoming and proactive notification systems, in accordance with an agreed technical design standards and within agreed SLA time.

Handle Level 3 escalation for incident and problem related to Active Directory Service Provided remote (LAN, Internet) troubleshooting and support for approximately 350,000++ users Developed and provide training and knowledge sharing workshop for new staff Managed high impact change on time and with limited resources Ability to balance priorities, work on multiple tasks and meet deadlines and follow strict standards

to meet our client's quality and security requirements Conduct technical interchanges meetings and work with relevant and inter team on related

technology engagements issue raised via Situation escalation and Service at Risk Ensure and successfully implemented all change activities are completed in accordance with project

plans and time frames. Measure effectiveness of change management activities including communication. Migrated and thoroughly documented the procedures to migrate from various environments to the

latest version of Active Directory, Certificate Authority and Windows.

Proof of Concept (Windows Server 2003 and Windows Server 2008 Deployment) Configured Server Core; configured networking; security and system settings on Server Core. Added and removed server roles and features; configured AD Domain Services roles; configured

network infrastructure roles; configured file and print services; configured IIS7 on Server Core. Added backup features and used unattend.xml files to automate Windows Server 2008 setup. Performed unattended domain controller installation. Success in systems migration, conversion, integration, and more

Current Role and Responsible in the team (Focal Point):

1. Availability Management Focal Point:

Key Responsibilities:

Ensuring service availability meets CSLs:

Based on CSL 3.1.1 – Server Service Availability (Standard):

Expected Target : 99.82%

Minimum Target : 98.93%

Determining the cause of availability failures

Ensuring proper contingency plans are in place and tested

Establishing high-availability, redundant systems to support mission-critical applications

Provide report for latest Domain Controller available in production every end of the month.

Prepare EUC Availability Management Plan Documentation every year, this document will consist:

a) The purpose of this document is to provide an understanding on availability management for WS Ops AD & CA in terms of cost-effective and a defined level of availability so that SHELL can depend on Active Directory Infrastructure to reach the business objectives.

b) Every 2nd week of the month, Availability Management will conduct a monthly meeting with all Availability Management Focal Point, and the agenda is:

Upcoming Activities

Review CSL, KM, KPI

Operations Highlight

AvM Plans

Tracker Items

Accomplishments:

Ops AD achievement in Availability Management CSL 3.1.1 is excellent. We are maintaining 100% for AD Availability services and this shows that we are above the Expected target that is 99.82%

In order to maintain the achievement, we did some proactive task such as:

a) Every week, Availability Management reporting team will send report taken from CRDW. This report will provide info :

Overall Availability scores for each technology for that particular week.

Planned/ Unplanned Outages for all EUC servers divide by technologies.

b) With the report provided, I need to do an investigation, why the listed AD servers have amount of downtime:

Check whether there is a valid change ticket for the downtime.

If the change ticket valid, need to check whether Jet entry created for the specific AD server. If the jet entry created, I need to check the date and time for the jet entry, this to make sure it is equivalent the downtime reported by SCOM ticket.

If the Jet entry is not created, I will coach the responsible engineer that implementing the change without creating the Jet Entry and educate what is the cause to availability management score if the Jet entry is not created.

If Jet entry created and the time is sync with the planned downtime, I need to raise a case to SCOM & Jet team to do further checking on their tools whether the report is valid or else we can exclude this report from being count in the CSL.

2. Incident Management Focal Point:

Key Responsibilities:

Ensure Ops AD Incident queue meet GREEN for all 5 CSLs and 1 KM:

a) CSL 1.7.2 (POSS) – 75% and above will be GREEN.

b) CSL 3.4.1 (1 Day Resolution) – 85.50% and above will be GREEN.

c) CSL 3.4.2 (5 Day Resolution) – 97.30% and above will be GREEN.

d) CSL 3.4.3 (10 Day Resolution) – 99.55% and above will be GREEN.

e) CSL 1.1.3 (Time to Resolve) – 95.00% and above will be GREEN.

f) (KM) Legitimate Suspension – I set up the target to Ops AD team is 100% ( means all Ops AD ticket meet the suspension requirement )

Accomplishments:

Take over Incident management focal point for Ops AD team since August 2010 and since that moment until Oct 2012 Ops AD very excellent by achieving GREEN for all 5 CSLs every month for 2 years in the row. These also make Ops AD the main contributor to boost up EUC Workspace achievement for all 5 CSLs.

To maintaining Ops AD Incident Management achieving GREEN for all CSLs in every month for the past 2 years, I come out with one module for the engineers to follow. I am enforcing for all Engineers to only focus on 1 Day Resolution to every Incident ticket. With this we easily can achieve :

a) When we resolve issue for 1 Day Resolution ( 24 hours / 8 working hours = 3 days ), we don’t need to focus on the 5 & 10 days resolution, it will automatically make us achieving GREEN for all other CSLs ( 5 ,10 days & time to resolve ).

b) For CSL 1.7.2 (POSS), when we handle case professionally with taking minimum time to resolve the issue, it will automatically make user happy with our service and this will make a high possibility user are satisfy with our services and provide us with a positive feedback for the POSS survey.

c) For (KM) Legitimate Suspension, to make sure all engineers follow the requirement when suspend their Incident ticket, I will proactively monitor All Incident ticket In Ops AD queue every Thursday (in the weekly team meeting). If an Engineer did not follow rules and regulation for legitimate suspension, I will coach them and guide them what need to be done from their end.

3. AD Security Focal Point:

Key Responsibilities:

Conduct sensitive security investigation cases raised by Shell Information Risk Management (Shell IRIM)

Conduct a Knowledge sharing regarding how to handle a security case.

Become a reference if Engineer have difficulties to conduct a security Investigation.

Conduct an internal auditing for Ops AD to make sure all AD Engineers compliance with the security policy.

Accomplishments:

Involved in highly critical Shell IRM investigation code (Quixote) with supervision from my manager (Mazlan).

High Success rate for security investigation and always get compliment from Shell IRM and Business.

4. MIIS/ADAM Focal Point (Secondary):

Key Responsibilities:

Provide support to existing server infrastructures under Windows 2003, Microsoft Identity and Integration Services (MIIS) and Active Directory Application Mode (ADAM).

Will entertain escalation from Dir Desk when their have issue with CSV MA customer on Import/Export customer issue.

Keep on monitoring MIIS/ADAM sync via AD script monitoring (routine task).

Accomplishments:

Conduct yearly DRS test for MIIS/ADAM with DRS team.

5. Quest Recovery Manager (RMAD) Focal Point (Secondary):

Key Responsibilities:

Daily Monitoring (RMAD backup notification. Collection: Core DC- Daily Backup-2K8) via Script (routine task). This to make sure all backup activity is success.

Will provide monthly report (Every end of the month) on:

a) WS KM 12 1 3a (RMAD Object Recovery Success Rate - Percentage of Recovery attempted successfully) – This report will show the success rate of recovery based on user request.

b) WS KM 12 1 3b (RMAD Object Restoration Tests - Percentage of tests successfully restored) – This report will show the success rate of recovery based on the recovery test that I will conduct in every 2 month.

Accomplishments:

High success rate for AD object recovery and with this tools, Ops AD manage to help messaging team to resolve their Situation case by restore a bulk of Distribution list that has been deleted.

Individual achievement (2010 – 2015):

2 times received award from Shell for great contribution to customer, August 2013 & September 2013.

5 years of service for HP rewards.

Previous Employment History

Establishment : Hewlett Packard Location : Cyberjaya, MalaysiaPosition Held : Global Service Delivery Helpdesk AnalystDuration : 2 years (2008 - 2010)

Dimensions: A fully integrated campus management software solution that runs on one single platform with fully integrated modules, for Universities & Colleges. This education solution based on web running on Oracle/Java platform works from backend system to Portals interface.

Responsibilities Included: Answer and process customer calls that report equipment IT related service problems. Diagnose and resolve basic problems, including password resets. Escalate problems to Tier II support as when required. Answer customer phone calls and respond to e-mail requests Log service ticket into the SITI’s Call Management System Close the service ticket and log resolution into SITI’s Call Management System Track, review, and report Customer Services Helpdesk performance measures Continuously monitor service to maintain performance levels Intermediate Network troubleshooting skills

Achievements: Total commitment to customer satisfaction and service, which require extensive overtime, evenings

or weekend hours Supported Windows XP-Vista desktop and Server OS workstation operating systems. Resolved software and computer problems in person, via telephone, and remotely. Able to demonstrate troubleshooting capability – being resourceful Improvements in customer service and customer satisfaction scores Top industry rankings for quality of customer service organization. After 4 month on floor, I have been assigned to answer RAS – Remote Access Calls. I have been

handling MOB – Mobile Office Business , MOP – Mobile Office Private and Blackberry

Previous Employment History

Establishment : Vads Sdn Bhd ( Linksys Account )Location : Taman Tun Dr Ismail ( TTDI )Position Held : Technical Support EngineerDuration : 8 months (2008)

Dimensions: Responsible in troubleshooting for all products provided by Linksys Inc (Division of CISCO SYSTEM) for USA and Canada home users

Responsibilities Included: Manage the inbound calls from United States. Troubleshoot the high end networking products from Linksys (certified by CISCO). Update the user records and provide the necessary guides to enable the networking product could

be running efficiently. Manage the products from Skill 1 - Skill 3 for example:

Skill 1 products: Game adapters, BridgeSkill 2 products: Routers, Access Points (inclusive the speed booster routers)Skill 3 products: Range expanders, network adaptersFamiliar with various Operating Systems for example:Windows 98 (SE)Windows 2000Windows XPWindows VistaMAC OSX

Achievements: Promoted to the Sales Department On 14 – 8 – 2008. Given high responsibility to securely handle the process of credit card charges within in the sales

department. Have an authorization to do LDC (Linksys Direct Connect), that been able to connect to customer

computer to do the settings on Linksys Device. Handle all of the out of warranty product that have a high possibilities that the device is already

faulty. Responsible to resolved every case that been transfer to sales team, after charge has been made by

sales department, which manage to solve the difficult issues. Archived the highest KPI in Linksys for month of Jun & July. ( KPI – 99% ) Achieve the monthly Customer Satisfaction (CSAT) indicators and document all the interaction for

future references.