CHAPTER I INTRODUCTION

1.1 Company Background.

Peering One is a trusted advisor and Leading Enterprise Cloud Provider in Asia
Pacific. Peering One is a leading provider of Cloud and Datacenter Services for corporate
customers. Single-provider cloud system integration and managed services for on premises
private cloud into hybrid cloud or/and public cloud. Hosted in Tier 3 Datacenter, Peering One
provide IaaS (Infrastructure as a Service), and DRaaS (Disaster Recovery as a Service)
solutions and manage both big data storage and analysis. “We aspire to stay true to our vision
to be Asia’s leading enterprise Cloud Provider and Cloud Integrator, driving growth and
performance for our clients through innovative Cloud Solutions. We adopted the same mind-
set for this migration project with Biotech Corp, and worked closely with them, providing
advisory services for the entire migration and consolidation process, which included
migration methodology and procedure testing, resulting in a successful migration and
minimum impact to business users” quoted by Mr. Wong Chee Voon, Country Manager,
Peering One Malaysia. Collaborating with Peering One Malaysia are Microsoft Cloud OS
Network partner and a leading provider of Cloud and Data Center Services, Biotech Corp.
Biotech makes migration from Windows Server 2003 to Windows Server 2012 seamless and
hassle-free.

Cloud computing, also known as on-demand computing, is a kind of Internet-based

computing, where shared resources, data and information are provided to computers and
other devices on-demand. It is a model for enabling on-demand access to a shared pool of
configurable computing resources. Cloud computing and storage solutions provide users and
enterprises with various capabilities to store and process their data in third-party data centers.
Peering One Data Centre become the first data center in Malaysia and second data center in
South-East Asia to secure a Tier III Design Certification, meeting the high reliability and
availability level accredited by Uptime Institute. Uptime Institute is recognized worldwide for
the creation and administration of the strict and precise Tier Standards & Certifications that
enable data centers to achieve their mission while mitigating risk.

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1.2 Organizational Chart.

Figure 1.1: Peering One Organizational Chart

1.2.2 Explanation of Peering One Organizational Chart

1. Wong Chee Voon (Managing Director)

Managing Director is responsible for all aspects of the company’s success. Director’s
work to administer Peering One Malaysia organizational activities, set Peering One strategies,
delegates all tasks, and recruit new managerial employees. As the leader of a company,
directors sometimes report to board members or company stakeholders. They strive to
maintain professional and corporate customs, enforce ethical practices, meet fiscal targets and
manage company budgets. Directors perform the following functions:
• Delegate job assignments.
• Analyze, review, and develop business strategies.
• Hire proficient managers.
• Protect the organization’s repute and principles.
• Strategically grow the business.

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2. Tommy Thoo (Sales Director)

• Prepare an annual sales and marketing strategy and budget, and continuously monitor
and report on its achievements on a weekly, monthly and annual basis.
• Prepare weekly sales and marketing reports for submission to the Chief Executive
Officer and Managing Director.
• Based on marketing reports and sales performance revise strategies accordingly a
weekly basis and submit to the Chief Executive Officer and Managing Director.
• Lead on customer satisfaction surveys and report to management to inform on
implications/future sales strategies.
• Coordinate feasibility studies on proposed products.
• Liaise with line departments with regards to performance on manufacturing,
transportation of goods to customers, and invoicing.
• Appraise the performance of the Marketing and Sales team members.
• Review requests by line managers to recruit new employees and make appropriate
recommendations to the Human Resource Department.

3. Gan Lai Seng (Head of Manage Services)

As Head of Managed Services Mr. Gan is responsible for building and developing a first
class, sustainable Managed Services business, capable of delivering and exceeding customer
expectations. This will be achieved by having a clear understanding of the challenges and
opportunities our customers face, developing relevant technical solutions and driving
operational efficiency and service excellence. Below is the specified description of Head of
Manage Services responsibilities:
• Lead the IT managed services to all clients to ensure minimum business and IT
operations disruption that meets the agreed SLA.
• Lead the 24x7 service desk operations to support the managed services.
• Manage or coordinate the IT project implementation and support services.
• Provide necessary assistance in IT project tender and proposal preparation and
development.
• Develop and execute the various IT services processes, policies and guideline.

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4. Mrs. Judith Liew and Norhaniza Binti Abdul Hamid (Admin Executive)

Admin supports operations by supervising staff, planning, organizing, and implementing

administrative systems.
• Maintains administrative staff by recruiting, selecting, orienting, training employees,
maintaining a safe and secure work environment and developing personal growth
opportunities.
• Accomplishes staff results by communicating job expectations, planning, monitoring,
appraising job results, coaching, counseling, disciplining employees, initiating,
coordinating, and enforcing systems, policies, and procedures.
• Provides supplies by identifying needs for reception, switchboard, mailroom, kitchen,
establishing policies, procedures, and work schedules.
• Provides communication systems by identifying needs, evaluating options,
maintaining equipment and approving invoices.
• Purchases printed materials and forms by obtaining requirements, negotiating price,
quality, and delivery and approving invoices.
• Completes special projects by organizing and coordinating information and
requirements; planning, arranging, meeting schedules and monitoring results.
• Provides historical reference by developing and utilizing filing and retrieval systems.
• Improves program and service quality by devising new applications, updating
procedures and evaluating system results with users.
• Achieves financial objectives by anticipating requirements, submitting information for
budget preparation, scheduling expenditures, monitoring costs and analyzing
variances.
• Maintains continuity among corporate, division, and local work teams by
documenting and communicating actions, irregularities, and continuing needs.
• Maintains professional and technical knowledge by attending educational workshops,
benchmarking professional standards, reviewing professional publications and
establishing personal networks.
• Contributes to team effort by accomplishing related results as needed.

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5. Suzzane (Accountant)
 Manage and records all issues related to costs and billings to the company.

6. Ching Wen Jun, Zulhafizzan bin Zulkifli, Felix Lee and Aaron Fong (System
Engineer)
Manage Whole IT infrastructure including Networks, Systems, Servers, Backup,
Virtualization and cloud solutions. Design, implement and troubleshoot the whole
Infrastructure for clients.

• Manage and monitor all installed systems and infrastructure.

• Install, configure, test and maintain operating systems, application software and
system management tools.
• Proactively ensure the highest levels of systems and infrastructure availability.
• Monitor and test application performance for potential bottlenecks, identify possible
solutions, and work with developers to implement those fixes.
• Maintain security, backup, and redundancy strategies.
• Write and maintain custom scripts to increase system efficiency and lower the human
intervention time on any tasks.
• Participate in the design of information and operational support systems.
• Provide 2nd and 3rd level support.
• Liaise with vendors and other IT personnel for problem resolution.

7. Lee Peat Ming and Mohd. Faizul (Network Engineer)

• Configure and install various network devices and services (e.g., routers, switches,
firewalls, load balancers, VPN, QoS).
• Perform network maintenance and system upgrades including service packs, patches,
hot fixes and security configurations.
• Monitor performance and ensure system availability and reliability.
• Monitor system resource utilization, trending, and capacity planning.
• Provide Level-2/3 support and troubleshooting to resolve issues.
• Work within established configuration and change management policies to ensure
awareness, approval and success of changes made to the network infrastructure.

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 • Select and implement security tools, policies, and procedures in conjunction with the
company’s security team.
• Liaise with vendors and other IT personnel for problem resolution.

8. Mohammad Baraka Pratama Digna (Associate Engineer / Helpdesk)

• Working with customers/employees to identify computer problems and advising on
the solution.
• Logging and keeping records of customer/employee queries.
• Analyzing call logs so you can spot common trends and underlying problems.
• Updating self-help documents so customers/employees can try to fix problems
themselves.
• Working with field engineers to visit customers/employees if the problem is more
serious.
• Doing a manual backup everyday for some of the virtual machine that don’t have a
backup by the acronis.
• Checking the backup status for all the VM(s).
• Doing the hyperV-replica checking.

9. John Voo (Solution Consultant)

• Participate as a member of the Hitachi Solutions implementation team in discovery

sessions to understand the client's business objectives and system needs.
• Work with a Hitachi Solutions Architect to design the solution that best meets the
client's requirements.
• Lead the hands-on building of the solution leveraging MS Dynamics CRM's core
configuration capabilities including workflow, JavaScript, and SSRS (SQL Server
Reporting Services).
• Lead testing to ensure the solution performs as designed / Lead client training
sessions.  Lead client training sessions.
• Support clients through go-live process and a play key role in promoting solution
adoption.
• Work with the Project Leader to understand assigned project responsibilities and keep
the projects on schedule.

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• Communicate progress and expectations, escalates problems to Project Leader for
awareness and/or resolution.
• Participate in weekly Status Meetings with the Project Leader and Consulting
Directors.

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10. Lee Reng Kwan and Jimmy Wong (Solution Consultant)

• Work with Client Managers and Project Managers to understand and analyze the client
requirements.
• Present the client requirements to the design team so as to design and deliver solutions
as per client needs.
• Assist in design, development, and management of new, existing or acquisition
products.
• Participate in design sessions for development of new functionality and for
customization of existing functionality.
• Review product performance against client requirements so as to provide optimal
product.
• Perform product demonstrations for both prospective clients and existing clients as
needed.
• Ensure that technical team maintains the product demonstration equipment and
supplies in good working condition.
• Develop expertise in product knowledge, technical knowledge, and industry and
process knowledge in relevant product areas.
• Maintain a thorough understanding of marketplace, competitors and industry trends in
order to identify new business and marketing opportunities.
• Develop product reference document and product courseware for customers.

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1.3 Mission and Vision of Company

1.3.1 Mission Statement

Peering One mission is to provide innovative Cloud Solutions and end-to-end technology
and managed services to enterprises through a robust ecosystem that adds value to all
stakeholders.

1.3.2 Vision

Peering One vision for the future of the company is to be Asia’s Leading Enterprise Cloud
Provider and Cloud Integrator, driving growth and performance for our clients through
innovative Cloud Solutions.

1.4 Objective and Function of Department Involved

The objective of Manage Services is to handle related work according to their position
in the company. Mr. Gan Lai Seng is the Head of Manage Services, his job is to handle clients
and manage the IT team for manage services. The IT team consists of four teams. The Cloud
and VM team, network team, service desk team and admin/human resource team.

The VM team job is provision virtual machine to the customers tailored to their need
of the client companies. They also provide assistance to any customer that have trouble
regarding their VM and cloud application.

The Network team deals with anything regarding network, may it be the network
latency to blocking IP addresses on entering the network inside the client VM and also
Peering One network.

The HR (Human Resource) and admin department. HR department is a critical

component of employee well-being in any business, no matter how small. HR responsibilities
include payroll, benefits, hiring, firing, and keeping up to date with state and federal tax laws.

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 The service desk team is newly created by the company to help track incidents,
request and information requested by the customer. They will have logged a ticket according
to the level and type of case and assign it to the relevant engineer to be solved and keep the
ticket updated.

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 CHAPTER II PROJECT

2.1 Monitoring and Managing the Help Desk Sytem

2.1.1 Task Description

In the first week I enter this company, the supervisor asked all of us Service Desk team to
learn how to use the Help Desk System or in other name The Manage Engine Service Desk
Plus. This will be important to keep track every important issues either incident or request
from customer. Every incident and request issues can be identify either email or phone call
from customer. Service desk team would need to create ticket for every issue requested by the
customer. Service desk also will need to update the work log for each of the ticket and usually
the work log updates can be found from customer and engineer email loop inside Microsoft
Outlook from Peering One Support email. It is important for the ticket to not exceed SLA
(Service Level Agreement) but this is not Service Desk concern as every work will be done
by the engineer.

Things that can be found inside The Manage Engine Service Desk Plus:
• Ticket ID number.
• Requester name for the issue/ticket.
• Engineer assigned for the issue/ticket.
• Team assigned for a particular issue/ticket. (Cloud and network team)  Working
status for a particular issue/ticket.
• The priority for a particular issue/ticket.
• Information regarding the problem customer is facing.

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Figure 2.1: Pending request for Manage Engine Service Desk

Figure 2.2: All request for Manage Engine Service Desk

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 Figure 2.3: Work log example for Manage Engine Service Desk

Figure 2.4: Create new incident/ticket for Manage Engine Service Desk

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2.2 Monitoring the Paessler Router Traffic Grapher

2.2.1 Task Description

At the start of my time working here, my supervisor also stress on how to monitor the
Paessler Router Traffic Grapher (PRTG). The PRTG is a unified infrastructure
management and network monitoring solution offered by Paessler. As a unified monitoring
solution, PRTG Network Monitor allows to monitor network devices like routers, switches,
and access points, as well as infrastructure such as workstations, servers, storage,
applications, and services.
Peering One uses PRTG as part of their network monitoring tool to monitor all their devices,
virtual machines and routers.

Things that can be found inside The Paessler Router Traffic Grapher (PRTG):
• List of devices such as virtual machines and routers.
• Status of the device whether it is running (up) or not functioning (down).
• Alarm and alert if the device is down it will be notified in PRTG and the it will be red
in color.
• Time or duration of the devices that are down.
• Time log to identify how long does the device not functioning (down).

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 Figure 2.5: Interface of Paessler Router Traffic Grapher

Figure 2.6: List of devices inside Paessler Router Traffic Grapher

Figure 2.7: List of sensors inside Paessler Router Traffic Grapher

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 Figure 2.8: Time log of down sensor inside Paessler Router Traffic Grapher

2.3 System Center Virtual Machine Manager (SCVMM)

System Center Virtual Machine Manager (SCVMM) is Microsoft's virtual machine support
center for Windows-based systems. SCVMM upholds Microsoft's focus on efficiency with
features to help administrators consolidate multiple physical servers within a central
virtualized environment. From this we are doing the backup for the VM and also monitoring
the status of the VM replica.

Figure 2.9 : Interface of SCVMM

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Figure 2.10 : Host inside the SCVMM

Figure 2.11 : Some of the cusomers VM

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2.4 Methodology (Work Flow of the Help desk management)

Figure 2.12: Work Flow of the Help desk management

*Note:
- The flow which is in white are the workflow of the Service Desk Team.

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2.3.1 Hardware and Software Specification

Hardware Specifications
Software

Lenovo G40 - 500GB HHD

- 8GB RAM

Operating System - Windows 10 Professional,-Bit

64 OS
MicrosoftOffice - Ms.Office 2010 to do the
documentations

Microsoft outlook - Receive and sent email

Manage engine - To log and create

ticket.
servicedeskplus

Paessler Router - PRTG Network Monitor allows to monitor network

Traffic Grapher devices like routers
servers, storage, applications, and
(PRTG) services.

Table 2.1: Hardware and Software Specification

2.3.2 Problems and Solutions

 Problem
 Before we started our internship here, Peering One Sdn. Bhd. do not have enough team
members to manage and monitor service desk as well as PRTG. Every cases or
incident is not properly log or kept track of the cases making hard for the engineers to
remember what have been done or what matter that is in urgent need of the priority.

 Solution
• After we joined here, it helps Peering One Sdn Bhd to log in any cases and incident
creating a database on what have been done and solution that may help engineer to
solve future problem if the same incident arise again.
• With a functioning service desk also help attending/replying messages from client
lessening the burden of the engineer.

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 • With the 24-hour system implemented, the company could be alerted if there are any
problems or alarms.

CHAPTER III TRAINING, WORKSHOP & SEMINAR

3.1 Training, Workshop & Seminar

On the first to the second week of internship, we receive lecture and training on what
is cloud and cloud computing. Each class lasted 1 to 2 hour with an exercise regarding the
chapter that we have cover on cloud computing.
We also been train to check the cloud either the specific customer virtual machine is
down or not. We are using VPN as a connection to get into the Server by entering required
username and password, after that using remote desktop connection to remotely check the
virtual machine in the cloud.

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 CHAPTER IV SUMMARY

4.1 Project Summary

For the past several months we have been drill on how to be a service desk, how to use the
company helpdesk system and manually check the virtual machine in the server beside
monitoring the PRTG system. The staff taught us the procedure and how to talk to both
customer and suppliers this trains both our soft skill and people skills. In summary a service
desk is crucial to any company not only the customer of that company also for the staff as it
keeps track of any interaction and incident between the company and the customer.

4.2 Suggestion for Improvement

My suggestion to the company is to be more organized as the company is still small and
growing. The service desk could also be improving by adding more staff as it strains the
current resource as it is. Besides company should provide at least one engineer to monitor and
guide the service desk agent do the task on midnight shift. In addition, the company need to
build the management team for support all team in the company.

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