Lightning Eagle Training and IT Consulting

Founder & Owner

Specialize in IT training & consultant focusing on Generative AI, Microsoft365 Copilot, Power Platform and Microsoft Intune Device Management.

MYMTCS Sdn. Bhd.

Technology Specialist

Responsibilities:

• Prepared, updated, modified, and created content and hands-on labswith the necessary lab environment required for training and workshops.
• Presented and demonstrated content in the activity.
  
• Provided follow-up and follow-through queries, including feedbackforms.
  
• Strategically engaged customers and partners to facilitate the success of events.
  
• Set up related tasks and activities remotely and onsite, including feedback forms.
  
• Supported any required need of team members and associated partners.
  
• Strategically engaged customers and partners to facilitate the success of projects.
  
• Supported any project where MYMTCS was involved in and ensured success and highest of customer satisfaction.
  
• Set up project management related tasks and activities to support team members and project, even as a replacement till completion.
  
• Provided support to clients remotely and onsite.
  
• Provided support to ad-hoc call clients remotely and onsite.
• Provided internal IT infrastructure support.
  
• Supported the management team.
  
• Shared and broadened the experience of the team.
  
• Strengthened the Godly and spiritual atmosphere.

Impact:

• Delivered numerous training sessions on Microsoft products from Microsoft Copilot, Microsoft Intune, Microsoft Power Platform, Microsoft Office 365 modernize work, Windows Servers, Azure, AI tools such as ChatGPT & Bing Chat for clients like Microsoft partners, Trainocate, InfoTrek, Lenovo, open public session, HPE, SI partners, conferences etc.
  
• Organized exhibitions, trainings, hands-on-labs.

Yayasan Generasi Gemilang (Generasi Gemilang Foundation)

PRUKasih, IT & Facilities Specialist

Responsibilities:

• Led a family protection initiative project for 3 communities in
  collaboration with Prudential.
  
• Processed monthly allowance for community representatives and submitted monthly reports.
  
• Mentored and trained community representatives.
  
• Managed IT infrastructure, including Office IT and Microsoft 365 platform.
  
• Provided digital devices & technical support for community learning programs.
  
• Oversaw office premises facilities maintenance.

Impact:

• Trained 7 community representatives in digital report submission.
  
• Digitized and simplified SOP of personal protection initiative submission, allowance payment etc.

Awards:

• Won an award from Prudential for the most innovative strategy to recruit families under the family protection initiative.

Yayasan Generasi Gemilang (Generasi Gemilang Foundation)

Section Head, Family Services

Responsibilities:

• Led a team of 4 staff providing Family Services to underserved urban poor families.
  
• Led a community-focused family protection initiative project in
  collaboration with Prudential.
  
• Mentored and trained community representatives.
  
• Managed IT infrastructure, including Office IT and Microsoft 365 platform.
  
• Provided digital devices & technical support for community learningprograms.
  
• Represented the organization in various meetings and collaborations.

Impact:

• Organized major community events whether in collaboration with government or external parties like CSR or other NGOs.
  
• Attended numerous government meetings.
  
• Led family Support case work, impacting 20 families.

Awards:

• Received appreciation from Pure Life Society, Malaysian Department of Social Welfare, and Ministry of Women, Family and Community Development for various contributions.

Yayasan Generasi Gemilang (Generasi Gemilang Foundation)

Program Lead, Family Services

Responsibilities:

• Led family-focused programs and activities in communities.
  
• Managed IT infrastructure, including Office IT and Microsoft 365 platform1.
  
• Represented the organization in various meetings and collaborations.

Impact:

• Organized community events.
  
• Collaborated with Bank Negara on a Financial Literacy Program.
  
• Led DOTS, an income generation project for women.
  
• Developed XLR8, a character-building education program for youth.
  
• Assisted 20+ families through family intervention cases5.
  
• Initiated Gold Club, a senior citizen club with 100+ members.
  
• Led Hoopz4LIFE, a teenager engagement program using basketball
  coaching.
  
• Led migration from Google Workspace to Microsoft 365.
  

Awards:

• Received appreciation from Pure Life Society, Malaysian Department of Social Welfare, and Ministry of Women, Family and Community Development for various contributions.

Wipro Limited

Senior Project Engineer

Responsibilities:

• Provided level 1 (according to ITIL) phone support to customer, Hospira as primary support for Chinese language section covering Taiwan and China.
• Provided level email support for English language.
• Helped to monitor and generate reports for GCC KL Service Desk team for Hospital account.

Impact:

• Successfully assisted the network team in implementing a change request to upgrade Hospira Shanghai office Point to Point network line. Gained understanding of ITIL concepts and infrastructure.
• Set up the entire Hospira project desktop and networking system to enable GCC KL Hospira team to connect to Hospira network.
• Assisted GCC KL Wipro centre in Cyberjaya to interview all Chinese speaking Systems Analyst for other projects available here.
• Led and organized GCC KL staff bonding events like birthdays and outings to improve teamwork and team spirit.
• Provided personalized and quality support to all Hospira users.

Awards:

• Received the Wipro FIMC Award for efforts in interviewing and recruitment.

Pan Asia Resources Pte. Ltd.

IT Technical Support Analyst

Responsibilities:

• Provided level 1 (according to ITIL) phone support to customer, Hospira as primary support for Chinese language section covering Taiwan and China.
• Provided level email support for English language.
• Helped to monitor and generate reports for GCC KL Service Desk team for Hospira account.

Impact:

• Successfully assisted the network team in implementing a change request to upgrade Hospira Shanghai office Point to Point network line. Gained understanding of ITIL concepts and infrastructure.
• Set up the entire Hospira project desktop and networking system to enable GCC KL Hospira team to connect to Hospira network.
• Assisted GCC KL Wipro centre in Cyberjaya to interview all Chinese speaking Systems Analyst for other projects available here.
• Led and organized GCC KL staff bonding events like birthdays and outings to improve teamwork and team spirit.
• Provided personalized and quality support to all Hospira users.

Awards:

• Received the Wipro FIMC Award for efforts in interviewing and recruitment.

DataPrep (M) Sdn. Bhd.

Senior Customer Engineer

Responsibilities:

• Managed the entire IT helpdesk and computer engineers’ team to perform1st and 2nd level computer and printer hardware support outsourced to AIG General Insurance in Wisma AIG Headquarters.
• Provided 1st level support for over 36 in-house systems for all AIG staff and 2external system support for AIG agents, including 1st level remote support to all 10 branches in Malaysia.
• Ensured IT Helpdesk closely monitored all tickets created and escalated to appropriate personnel for 2nd level support.
• Ensured engineers were able to perform their support job in a timely manner without affecting staff productivity.
• Provided solutions for any computer-related problems.

Impact:

• Solved all outstanding tickets that were more than 1 year old.
• Restructured IT Helpdesk support request procedure.
• Supervised a relocation project of over 50 units of PCs and printers for 2Departments to a new office location.
• Assisted in the installation of new computer setups for a new
  department.
• Improved Turn Around Time (TAT) for all outstanding tickets.
• Improved PC installation procedure to best suit the AIG environment.
• Assisted in system fault fact-finding and diagnostic on a particular system problem.

Awards:

• Received a commendation letter from the MIS Department Vice President (Peter Nyam).

Midstream Online (M) Sdn. Bhd.

Technical Supervisor

Responsibilities:

• Managed all incoming technical repair requests, including hardware and software problems, for products ranging from Apple to Non-linear Video.
• Handled all installation and pre-sales support for the sales team.
• Maintained company computers and servers.

Impact:

• Gained technical knowledge on Apple products ranging from notebooks to desktop computers.
  • Became familiar with non-Linear Video Editing Systems, especially AJA products, Blackmagic products, Sony Vegas software, Final Cut Studio 2product, etc.
• Managed information assets of the company.
• Performed technical repairs on data storage systems.
• Completed project installations of computer labs in various institutions with different requirements.
• Organized exhibitions in collaboration with Sony and DataVideo products at IBIS KL ‘07 and Promethean UK Exhibition during BESA KL exhibition ‘07.
• Handled on-site services for Windows PC and Apple PC in office or studio systems.
• Managed maintenance contracts for clients for on-site support and phone support.

Midstream Online (M) Sdn. Bhd.

Manager

Responsibilities:

• Managed daily operations of the company’s retail business, including
  sales and technical repair services across 3 retail outlets.
• Increased sales and technical staff productivity through effective management strategies.
• Established a technical department database for notebooks, laptops, and pocket PC repairs.
• Developed operational procedures for notebook services.
• Restructured retail shops for 3 outlets to improve customer experience.
• Monitored operational flow of 3 outlets to ensure smooth business operations.
• Established service prompt businesses at Berjaya Time Square.

Impact:

• Gained experience in second-hand IT equipment trading, including buy-back and reselling of IT equipment.

• Managed human resources in terms of staffing and staff productivity, creating a motivating working environment.

• Restructured the service centre for notebook and laptop repairs to improve efficiency.

• Relocated shop lot to a new outlet, managing all aspects of the move.

• Developed negotiation skills through interactions with various stakeholders.

Awards:

• Promoted from Sales Executive to Manager in recognition of my effective management and leadership skills.

Fuji Xerox Pte. Ltd.

Customer Service Support Engineer

Responsibilities:

• Attended to all service calls given by the call centre based on customer service requests.
• Performed technical repair services on site and advised customers on machine usage and handling.
• Installed new machines at customer sites as requested by the Sales department.
• Worked together with the technical team for technical skills
  improvements.

Impact:

• Gained technical repair skills on photocopy machines ranging from black and white machines to colour machines connecting to Windows-based or Mac-based computers.
• Configured document machines to a network for print sharing.

Awards:

• Transferred to a permanent staff position after half a year as a contract staff.
• Promoted to Senior Engineer after one year.
• Received a letter of testimonial from a customer for providing
  professional skills and technical advice, leading to a 150% achievement of my KPI in the company.

ACCS (M) Sdn. Bhd.

Assistant Technical Support

Responsibilities:

• Conducted R&D testing such as field tests for new products.

• Provided new part numbers to Inventory HQ for newly launched products.

• Updated branches with the latest part numbers and price lists in the BOM model.

• Defined requirements for repair operation process quality/yield data, led problem-solving and process improvement.

• Updated branches with the latest phone software, features, and circuit diagram.

• Provided technical training for all new models and verification support for warranty replacements.

• Monitored buffer stock units and transceiver reports, justified sufficiency of swap units.

• Supported branch inquiries by providing solutions, audited and trained branch technicians when necessary.

• Updated Motorola Software across all branches, compiled monthly Technical Failure reports.

   

• Assisted in repairs at DU, MS1 when necessary and supported multi- brand repairs and customer service.

Impact:

• Demonstrated initiative and ability to work with minimal supervision.

• Developed technical skills in repairing various mobile phones including Motorola, O2 XDA I, XDA II, Xphone, Ikomo phone, Mitsubishi, and Bird phones.

• Gained knowledge of mobile phone software support systems.

• Enhanced public relation skills through customer service and complaint
  handling.

   

• Acquired inventory knowledge and learned the importance of teamwork, leadership by example, technical analysis, company practices of rules and regulations, and the impact of the working environment on staff productivity.

Awards:

• Promoted to Assistant Technical Support due to my ability to effectively support branches on technical issues.

SCC Corporation (M) Sdn. Bhd.

Technician

Responsibilities:

• Managed outdoor service requests for food equipment across East Malaysia, catering to major clients such as McDonald’s, KFC, Pizza Hut, and GSC.
• Consulted with customers on the operation of their food equipment, ensuring they were equipped with the knowledge to use their machinery effectively and safely.

Impact:

• Enhanced my technical skills and understanding of the industry through gaining an in-depth understanding of various food equipment.
• Improved teamwork and efficiency in service delivery by learning the importance of obedience within a company structure.