Trainer Ahmad

CREDENTIALS

• Bachelor of Computer Science, University Science Malaysia, Penang
• Apple Certified Trainer Snow 101 Mac OS X Support Essentials 10.6 (Dec 2009)
• Apple Certified Trainer Snow 201 Mac OS X Server Essentials 10.6 (Apr 2010)
• Apple Certified Trainer Lion 101 OS X Support Essentials 10.7 (Oct 20111)
• Apple Certified Trainer Lion 201 OS X Server Essentials 10.7 (Jan 2012)

LANGUAGE

Spoken

• English
• Bahasa Melayu

Written

• English
• Bahasa Melayu

INTRODUCTION

Ahmad has been working in the IT industry since 1993 and exposed to all the common challenges faced by IT personnel. With his years of working experience in sales, customer support, system engineer, lecturer, trainer and consultant, he understands the importance of business value, infrastructure efficiency and user productivity.

He is an Apple Certified Trainer since 2008. He conducted regular Apple certification courses in Malaysia and Singapore. He has completed the Train-The-Trainer program at Apple Singapore. He is certified to deliver Mac OS X Support Essentials and Mac OS X Server Essentials courses as per Apple’s standards and expectations. He is also an Apple Certified Technical Coordinator. He has developed training materials and has conducted many courses such as Mac OS X Basics, iLife Basics, iWork Basics,iPad Basics and iOS Development. Those customers that have benefited from his expertise are Apple Malaysia, CIAST, CSC Malaysia, DotLife Sdn. Bhd in Wangsa Walk, iBox, Mont’ Kiara International School, IT Fusion, Lowe Worldwide, NTUC Learning Hub Singapore, OpenSOS Sdn. Bhd.,Sapura Synergy Singapore,Sri Kuala Lumpur School, University Technology Malaysia in Skudai, Very Imaginative People Sdn. Bhd.and many more.

PROFESSIONAL QUALIFICATION: 

• Apple Certified Trainer Snow 101 Mac OS X Support Essentials 10.6 (Dec 2009)
• Apple Certified Trainer Snow 201 Mac OS X Server Essentials 10.6 (Apr 2010)
• Apple Certified Trainer Lion 101 OS X Support Essentials 10.7 (Oct 20111)
• Apple Certified Trainer Lion 201 OS X Server Essentials 10.7 (Jan 2012)
• Apple Train the Trainer session – Snow 201 Mac OS X Server Essentials
• Apple Train the Trainer session – Leopard 101 Mac OS X Support Essentials

TECHNICAL EXPERTISE:

• Mac OS X Support Essentials
• Mac OS X Server Essentials

 WORKING EXPERIENCE:

 Position Title               :           Freelance Trainer, Presenter and Consultant

 Duration                       :           July 2006 – Present

 Responsibility              :

• Provided training, presentation and consultation services to Apple Malaysia, Apple partners and customers.
• Worked with many K-12 and Higher Ed institutions in implementing Apple technology.
• Apple Certified trainer for Lion, Snow Leopard Server and Snow Leopard.

Company                     :           Apple, Inc

Position Title               :           Senior System Engineer

Duration                       :           Nov 1999 – Dec 2005

Responsibility              :

• Provided technical presales support to a nationwide Apple VAR network.
• Responsible for office automation, networking and Internet access.
• Trainer for Final Cut Pro, iMovie, Mac OS 9, Mac OS X, iTools, Quicktime Streaming and other tech related material.
• Managed accounts covering the public and private education sector.
• Developed and delivered persuasive technical sales presentations and product demonstrations that clearly communicate Apple’s products, technology direction and competitive advantages
• Provided technical consulting on the integration and implementation of Apple products and technologies in customer environments
• Persuaded customers that Apple products are the best technological fit for their organizations

 Company                     :           Telekom Malaysia

 Position Title               :           Customer Support Manager

 Duration                       :           Feb 1997 – Nov 1999

 Responsibility              :

Managed a call center that provided first- line telephone support, consisting of approximately 20 customer support agents. Total customer base was approximately 250,000 users.  Job scope included:

• Problem escalation to systems and network personnel
• Interviewing and hiring process of call center staff
• Developing software for call tracking and problem resolutions
• Representing call center during high level management meetings
• Developing and implementing call center procedures
• Executing disciplinary action as and when required

Company                     :           The Network Connections Sdn Bhd

 Position Title               :           Customer Support Agent

 Duration                       :           Dec 1996 – Jan 1997

 Responsibility              :

First line telephone support to ISP customers, covering ISP account activation, customer equipment troubleshooting and customer problem resolution. Including:

• Problem escalation to 2nd Tier support personnel
• Web page design and maintenance for clients such as UMNO Selangor, TNC and Telekom Malaysia
• Developing internet dialler software for TMnet

 Company                     :           Z’tronic Computer, Penang

 Position Title               :           Sales Executive

 Duration                       :           Aug 1994 – Dec 1996

 Responsibility              :

• Retail sales of computers, peripherals and software products. He was the only sales and technical support representative for Apple products. The Showroom sales (approximately RM40,000 per month)

Company                     :           Informatics Institute

Position Title               :           Lecturer

Duration                       :           Aug 1993 – Aug 1994

Responsibility              :

• Designed, planned lectures and sustain courses assigned to him
• Courseware development, improvement and enhancement
• Maintained a low absenteeism rate for class attendance
• Anticipated potential shortcomings on problem and implemented corrective actions upon management’s approval
• Weekly reports and meetings
• Participated in projects required by the Company
• Other related duties assigned by management