Mohd Danial Mohd Azhar

Experience

• 

  Hoya Electronics Malaysia Sdn. Bhd.

  Nov 2015 - Apr 2016

  Process Engineer

  • Monitor and maintain condition of machine, equipment and process to ensure optimum performance and maximize production yield, quality and productivity.• Supervise and support engineering team to ensure smooth and efficient operation of production machine and process to achieve the company set target and objective.

• 

  Northern Corridor Implementation Authority

  Sept 2016 - May 2019

  • Provide IT technical support for laptops (Windows & Mac OS X), mobile & smart devices (Android & iOS), communications technology (video and voice) and printers to the staff.• One of two IT personnel responsible for IT Roadmap Study and the implementation of NCIA ICT Strategic Plan with the objective to improve the overall ICT infrastructure and business process system of NCIA.• Assist in web development of NCIA Intranet using Wordpress (HTML5, CSS3 & PHP).• Develop and manage NCIA’s public website and intranet (Wordpress).• Assist IT Team in developing Disaster Recovery Planning for NCIA.• Provide IT solutions for process improvement of NCIA (Office 365 Timesheet).• Plan, configure and administer the IT infrastructure of NCIA (hardware, software, network, servers and peripherals).• Assist Corporate Communications Unit to design, shoot and produce short videos, photos, posters and brochures for the organisation (multimedia). Show less

  • IT / Multimedia Executive, Enterprise Process & System and Information Services

    Jan 2018 - May 2019

  • Executive, MySuria Project

    Jul 2017 - Jan 2018

  • Graduate Trainee

    Sept 2016 - Jul 2017
• 

  PrimeXM

  Jun 2019 - Mar 2020

  Level 1 Technical Support

  • Address and resolve basic incidents and requests, log all incidents and requests to resolve clients’ issues using Jira Service Desk.• Create a positive customer support experience and build strong relationships through deep problem understanding.• Ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.• Document resolution and update the Knowledge Base in Confluence.• Liaise with other departments on behalf of clients, and as part of internal projects.• Distribute information and requirements from other departments to clients. Show less

• 

  BD

  Apr 2020 - now

  • Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for assistance with hardware, software, networking, customer service and other computer-related technologies. • Identifies the priority status of an issue based on customer feedback and the nature of the problem. • Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management. • Responsible for the overall ownership of the case or will ensure proper escalation processes are followed• Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.Logs and tracks every customer case using problem management database, maintains history records and related problem documentation Show less

  • Technical Support Specialist II

    Jul 2023 - now

  • Technical Support Specialist

    Apr 2020 - Jul 2023