Experience

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  Exact

  Dec 2017 - Feb 2019

  To assist in monitor replacement for internal users at Exact.Perform cable management for workstation at Exact.To assist in IT service desk. Dispatch incoming IT tickets.Manage active directory user and computers. Windows Image Deployment (using Symantec Altiris)Software Deployment (using Symantec Management Agent)Picked up incoming call from end-users for APAC and EMEA region. To assist in IT service desk.Dispatch incoming IT tickets.Manage active directory user and computers. Manage user ID creation for new hire.Windows Image Deployment (using Symantec Altiris)Software Deployment (using Symantec Management Agent)Picked up incoming call from end-users for APAC and EMEA region.

  • Information Technology Specialist

    Aug 2018 - Feb 2019

  • Information Technology Specialist

    Dec 2017 - Jul 2018
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  Petronas digital sdn bhd

  Mar 2019 - Nov 2022

  Executive (service desk operations)

  Follow Incident and Request Management process to ensure all reported cases and inquiries are recorded properly and escalated accordingly.Take ownership of the incidents or service request by monitoring the status to ensure resolution in accordance with service level agreement.Perform escalation where necessary to the appropriate team based on established Incident Management guidelines & procedures to ensure reported issue/request being handled swiftly.Contribute to own section performance by immediately escalating potential business risks, users’ dissatisfaction feedbacks to the Team Lead, Service Desk Operations and resolving issues efficiently and professionally with minimal business impact to sustain high user satisfaction levels.Provide excellence support by accurately prioritizing tickets and tracking the resolution of tickets that have or may fail contracted service levels to meet the relevant service level. Show less

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  Hrd corp - human resource development corporation

  Nov 2022 - now

  Information technology associate

  Responsible in monitoring incoming tickets, categorizing and prioritizing them based on urgency and complexity in Zoho Desk.Maintaining a reliable IT asset, infrastructure and provides direct technical assistance to end users (Remote and Onsite)Conducted comprehensive training sessions for ensuring a smooth transition to the new ticketing system/portal and maximizing user (internal) adoption.Collaborated closely with ZOHO Partner to enhance and to add more useful features in the ticketing portal. Show less