Aasiyah Binti Shaharudin
IT Engineer
Seri Kembangan
Summary
As a IT Engineer, I am responsible for diagnosing and resolving users issues related to Exchange Online, Teams, OneDrive, and SharePoint in a timely manner. This includes performing outbound calls and follow-up emails to drive ticket resolution, working closely with customers to understand the root cause of issues, and providing end-to-end support. I manage the open tickets, ensuring swift case closure while meeting the KPI targets. Additionally, I document all technical problems and incidents for continuous improvement, participate in meetings, training sessions, and case-sharing discussions to enhance skills and team collaboration.
Overview
9
9
years of professional experience
Work History
IT Engineer
TecAlliance Malaysia Sdn Bhd
Kuala Lumpur, Kuala Lumpur
04.2024 - Current
- Assist users by diagnosing and resolving (Exchange Online, Teams, OneDrive and Sharepoint) issues raised promptly.
- Perform outbound calls and email follow up to drive open tickets to resolution
- Work with customers to understand the root cause of the issue, and provide guidance and end-to-end support.
- Manage open tickets and provide immediate solutions till case closure.
- Perform all documented call flows, work processes and complaint management process
- Ensure services are delivered to customers and meet client’s KPI target
- Document all incidents, technical problems and changes with relevant information to allow continuous improvement within the support team.
- Join case-sharing sessions to discuss common issues and resolution
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
IT Engineer
E-Document Solution Sdn Bhd
Seri Kembangan, Selangor
04.2021 - 03.2024
- Give training session for new client on how to use company's product (on-site or online)
- Understand concept of networking and file sharing
- Advice client what should do for better PC performance
- Get to know well how to operate IT hardware such as firewall or mesh device
- Interact with corporate end-users on desktop problems and their resolution
- Perform daily technical support activities on desktop, office automation and network support
- Extend computer support for systems software and hardware
- Setup and install software for various applications and programs
- Test desktop computer, software applications, and network connectivity for functionality
- Provide remote/onsite support to customers
- Escalate issues to product vendors
- Coordinate works with customers & vendors
- Windows updates & troubleshooting
- NAS, Printers & peripherals setup
- Basic broadband router, switches & wireless AP setup
- Update and maintain IT related management systems
- (Example: asset management, patch management, etc)
- Provide solution for any recurring error
- Other ad-hoc duties.
Sales and IT Software Consultant cum Account and HR Assistant
Proway Management Services (May 2019 - July 2020)
Proway Enterprise Group PLT (Aug 2020 - Apr 2021)
05.2019 - 04.2021
- Give training session for new client on how to use company's system (on-site or online)
- Work closely with HR and Account clients (Our company provide software for accounting and HR)
- Understand the concept of account and HR
- Advice client what should be submitted to government statutory (EPF, PCB, EIS, HRDF, SOCSO, EA FORM, E FORM and etc.)
- Get to know well about Employment Act 1955
- Do monthly payroll and accounts for clients
- Have a good understanding how HR should work, so I can provide solution to my software clients
- Advice client how to use system in flow
- Interact with corporate end-users on desktop problems and their resolution
- Solve issues reported by clients via TeamViewer Application
- Perform daily technical support activities on desktop, office automation and network support
- Extend computer support for systems software and hardware
- Meet potential client and do system demo to attract their interest
- Setup and install software for various applications and programs
- Test desktop computer, software applications, and network connectivity for functionality
- Achieve target sales in every month
- Update and maintain IT related management systems
- (Example: asset management, patch management, etc.)
Sales and IT Support Executive
S-Core IT Solution Sdn Bhd
09.2018 - 12.2018
- Give training session for new client on how to use company's system (on-site or online)
- Involve in testing phase for new system
- Interact with corporate end-users on desktop problems and their resolution
- Solve issues reported by clients via TeamViewer application
- Perform daily technical support activities on desktop, office automation and network support
- Extend computer support for systems software and hardware
- Meet potential client and do system demo to attract their interest
- Setup and install software for various applications and programs
- Test desktop computer, software applications, and network connectivity for functionality
- Achieve target sales in every month
- Update and maintain IT related management systems
- (Example: asset management, patch management, etc.)
Customer Service Officer (Part Timer)
iOi City Mall Putrajaya (IOI Group)
12.2015 - 12.2018
- Handle unexpected situation with calm and no tense such as lost child cases, lost valuable items and suspicious situations
- Provide customer service at Information Desk
- To respond in a friendly, professional and timely manner to all shoppers and tenants enquiries
- Provide accurate information and assistance in a professional manner over the phone
- Make announcements on daily & situational basis, eg: Greetings - opening & closing, lost child and etc
- Assist shoppers with services
- Assist Marketing department for seasonal & monthly redemption program
- Act as mall ambassadors by providing exemplary customer service, profiling prospects, presenting unified face to customers
- Other ad-hoc duties assigned by superior from time to time.
Education
Diploma in Information Technology - Information Technology
MASA College
12.2019
PMR (6A, 2B) SPM (4A, 3B, 2C, 1D) -
SMK Cheras Jaya
UPSR (4A, 1B) - undefined
SK Taming Jaya
Skills
Customer handling
Motto
Gender is not the biggest barrier to career success, all you need is the eagerness to gain more knowledge. Do what you love, or love what you do
General Info
I'm a very fast learner and able to work under less supervision. I'm a talkative person and make me easier to mingle with anyone yet I will focus doing my work. I have a good skill to interact with clients based on my customer service experience for 5 years. When I was in internship session, I was offered by management to extend my internship for another month based on my previous performance. I experienced to give training to more than 20 corporate clients. I will able to take care a good name of our company based on my experience. I am well aware it is not easy for me to find a job if the recruiter focus on my education certificates or gender only, but I can guarantee I am able to do as good as an higher educational person did.
References
Ms Joyce Chew
Manager Customer Service Department
iOi City Mall
Joyce.chew@ioigroup.com
Mr. Ikhwan Bin Mat Razak
Supervisor
S-Core IT Solutions Sdn Bhd
014-930 9413
Ms. Janice Low
Managing Director
Proway Enterprise Group PLT
janice@proway-ms.com
Majerle Ooi
IT Assistant Manager
E-Document Solutions Sdn Bhd
010-220 5315
Wilson Li
IT Operations AP Manager
Tec Alliance Malaysia Sdn Bhd
+86 18516122686
Languages
Malay, English
Native language
Tamil
Intermediate
B1
Timeline
IT Engineer
TecAlliance Malaysia Sdn Bhd
04.2024 - Current
IT Engineer
E-Document Solution Sdn Bhd
04.2021 - 03.2024
Sales and IT Software Consultant cum Account and HR Assistant
Proway Management Services (May 2019 - July 2020)
Proway Enterprise Group PLT (Aug 2020 - Apr 2021)
05.2019 - 04.2021
Sales and IT Support Executive
S-Core IT Solution Sdn Bhd
09.2018 - 12.2018
Customer Service Officer (Part Timer)
iOi City Mall Putrajaya (IOI Group)
12.2015 - 12.2018
Diploma in Information Technology - Information Technology
MASA College
PMR (6A, 2B) SPM (4A, 3B, 2C, 1D) -
SMK Cheras Jaya
UPSR (4A, 1B) - undefined
SK Taming Jaya
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