Muhammad Auzai Ahamed
356A Anchorvale Lane
Summary
Service Delivery Specialist with over 10 years of IT operations experience, including over 6 years administering critical banking infrastructure. . Skilled in system implementation, network management, and technical troubleshooting. Known for adaptability, reliability, and proactive approach to problem-solving. Consistently ensures seamless service delivery and client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Delivery Engineer – System Admin
DBS Bank Ltd
09.2022 - Current
- Server Administration: Administered hybrid Windows and Linux server fleets (VM & Physical), ensuring systems remained patched, secure, and compliant with banking standards.
- Incident Resolution: Collaborated directly with Network, Database, and Middleware teams to troubleshoot complex technical issues and restore services within strict SLAs.
- Change Governance: Executed scheduled Change Requests (CRs) for Production and UAT environments, following strict safety procedures to prevent business disruption.
- System Stability: Monitored server health during 24x7 shifts to identify and resolve potential alerts before they impacted banking operations.
Windows Administrator
Nityo Infotech Services Pte Ltd
05.2021 - 09.2022
- Infrastructure Support: Administered Windows Servers (VM & Physical) and collaborated with network/database teams to resolve technical incidents across Production and UAT environments.
- Change Management: Executed scheduled Change Requests (CR) and maintenance tasks, ensuring strict adherence to project deadlines and banking compliance.
- Service Delivery: Prioritized high-volume ticket workloads to consistently meet SLAs and ensure high satisfaction for internal banking stakeholders.
- DBS Bank Singapore
System Administrator
Sage Software Asia Pte Ltd
12.2019 - 12.2020
- IT Service Management: Managed service requests via ServiceNow, strictly following ITIL standards for incident documentation and user troubleshooting.
- Infrastructure Maintenance: Maintained on-premise servers (Windows/Vmware) and network equipment (Cisco) to ensure stable office connectivity.
- Regional Collaboration: Partnered with regional IT teams to identify root causes for outages and restore services efficiently during critical failures.
Senior Analyst – IT Support
HCL Singapore Pte Ltd
01.2018 - 12.2019
- VIP Support: Provided dedicated technical support for VIP stakeholders (VPs & Chief Executives) while managing daily ticket queues to meet strict response targets.
- Banking Applications: Supported critical financial tools (SAP, Bloomberg, Citrix) and resolved Windows 10/Office issues for general users.
- Asset Maintenance: Performed preventative maintenance on end-user hardware (laptops, printers) to minimize equipment failure and operational downtime.
- Standard Chartered Bank Singapore
Associate Consultant – Technology
Virtusa Singapore Pte Ltd
02.2015 - 01.2018
- Vendor Liaison: Served as the primary technical contact for the MAS Web Aggregator project, coordinating effectively between internal teams and external partners (SingTel, MAS).
- Incident Tracking: Managed the end-to-end tracking of project incidents, ensuring all technical queries were reported and resolved within strict timelines.
- Project Stability: Collaborated with infrastructure and application teams to troubleshoot complex issues, ensuring the stability of the project environment.
IT Support Engineer
Bunge Agribusiness Singapore Pte Ltd
02.2014 - 02.2015
- Project Execution: Undertook small-to-medium IT infrastructure projects under the direction of the IT Manager, ensuring deliverables met departmental goals.
- Process Documentation: Maintained and updated standard operating procedures (SOPs) for the IT department to ensure consistent service standards.
- Enterprise Support: Supported enterprise applications including SCCM, Citrix, and Oracle Fusion, while resolving hardware and software issues for end-users.
Desktop Support Engineer
NSearch Global Singapore Pte Ltd
02.2013 - 02.2014
- OS Maintenance: Installed and maintained Windows and Red Hat Linux operating systems, performing regular preventative maintenance to reduce equipment failure.
- Technical Support: Provided face-to-face and remote technical support, maintaining a consistent daily track record of high ticket closure rates.
- Reporting: Generated daily service reports to track ticket status and ensure full accountability for customer requests.
- Deployed to IBM Singapore Pte Ltd
Field Service Engineer
D&S Solutions Pte Ltd
08.2011 - 08.2012
- Hardware Operations: Performed onsite hardware maintenance, installation, and repairs, ensuring technical equipment met operational standards.
- Site Deployment: Assisted with site preparation and equipment testing to ensure successful multi-vendor software and hardware setups.
- Service Reporting: Maintained accurate daily logs of customer service activities and ticket closures to track performance and accountability.
- Deployed to NCR Singapore Pte Ltd
Education
BSc - Multimedia Technology and Design
Singapore University of Social Sciences
01-2017
Diploma - Electrical & Electronic Engineering
Singapore Polytechnic
01-2009
Higher Nitec Certificate - Electronic Engineering
ITE College Central
01-2007
GCE ‘O’ Levels - undefined
Ping Yi Secondary School
01-2004
Skills
- Experience with Microsoft Azure and Hyper-V
- Systems administration expertise: Microsoft SCCM, MobileIron, Red Hat Linux, Windows Server
- Experienced in incident and change management processes
- Skilled in using Skype for Business and collaboration tools
Certification
- Microsoft Certified: Azure Administrator Associate (AZ-104) 03/2022
- ITIL Foundation v3 12/2015
- NICF - Diploma in IT Services (System Support) 12/2015
Timeline
Service Delivery Engineer – System Admin
DBS Bank Ltd
09.2022 - Current
Windows Administrator
Nityo Infotech Services Pte Ltd
05.2021 - 09.2022
System Administrator
Sage Software Asia Pte Ltd
12.2019 - 12.2020
Senior Analyst – IT Support
HCL Singapore Pte Ltd
01.2018 - 12.2019
Associate Consultant – Technology
Virtusa Singapore Pte Ltd
02.2015 - 01.2018
IT Support Engineer
Bunge Agribusiness Singapore Pte Ltd
02.2014 - 02.2015
Desktop Support Engineer
NSearch Global Singapore Pte Ltd
02.2013 - 02.2014
Field Service Engineer
D&S Solutions Pte Ltd
08.2011 - 08.2012
Higher Nitec Certificate - Electronic Engineering
ITE College Central
GCE ‘O’ Levels - undefined
Ping Yi Secondary School
BSc - Multimedia Technology and Design
Singapore University of Social Sciences
Diploma - Electrical & Electronic Engineering
Singapore Polytechnic