Aina Nadhirah Zailan
Technical Support Engineer
Bukit Mertajam,07
Summary
A young professional with almost 3 years of experience in IT Technical Support with a bachelor’s degree in engineering in Electronics- Computer and Information (Hons.) from IIUM. Proven Technical Support Engineer with a track record of delivering prompt resolutions to software and hardware issues, significantly enhancing customer satisfaction at Dell Technologies. Expert in technical troubleshooting and problem-solving, adept at explaining complex information clearly. Skilled in desktop support and fostering positive client relations, consistently meeting SLA targets.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Dell Technologies
02.2022 - Current
- Provided first-level remote assistance to clients, ensuring timely resolution of software and hardware concerns via various channels.
- Ensured client’s concern by diagnosing the system’s issue and delivering resolutions within the SLA (service level agreement) based on the recommendations and platform provided.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Coordinated with higher management on complex technical matters and researched based on the guidelines for resolving the issue.
- Explained technical information in clear terms to promote better understanding for non-technical users on the system functionality and recommending configuration changes and upgrades to optimize performance.
Network Support L1 (Customer Interaction Centre)
Kabaz Systems Sdn Bhd
08.2021 - 02.2022
- Administered 1st and 2nd level support to the clients in local network/ IT-related issues.
- Responded to the network incidents within the stipulated time to avoid breach of mean time to resolve (MTTR) and service level agreement (SLA) provided by the Internet Service Provider.
- Interacted and advised the customers through phone calls, emails, etc. while investigating the problem resolution effectively.
- Troubleshoot and verified the network issues remotely to prepare the chronology & reason for the outage (RFO) report for any network outage incident.
- Analyzed network performance utilization for fault/outage documented summary.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Identified potential areas of concern through regular analysis of customer feedback data, implementing changes as needed to improve overall experience.
Junior Engineer Intern, (IT Technical Support Unit
Keretapi Tanah Melayu Bhd
08.2020 - 10.2020
- Collaborated with engineering team to determine project specifications.
- Studied corrections from senior engineers to learn and grow professionally.
- Participated in cross-functional teams to address challenges and drive continuous improvement efforts throughout the organization.
- Assisted in troubleshooting equipment issues, minimizing downtime and maintaining productivity levels.
- Administered live updates of the network in the PRTG network monitoring system (NMS).
- Executed PC Migration Project by installing OS on desktops through network and pen drive to various departments.
- Assisted the IT Governance team in renewing and reformatting the IT Policy in KTMB.
Education
Bachelor of Engineering(Hons.) - Electronics-Computer And Information
International Islamic University Malaysia
Gombak, Selangor 04.2001 -
Skills
Technical Support Troubleshooting
Languages
Malay, English
Native language
Software
Microsoft Office
Cisco Packet Tracer
Python, C, C language
Linux OS
Additional Information
Hanizam Abu Bakar
Team Manager, Client Support Group,
Dell Technologies
hanizam_abu_bakar@dell.com
Timeline
Technical Support Engineer
Dell Technologies
02.2022 - Current
Network Support L1 (Customer Interaction Centre)
Kabaz Systems Sdn Bhd
08.2021 - 02.2022
Junior Engineer Intern, (IT Technical Support Unit
Keretapi Tanah Melayu Bhd
08.2020 - 10.2020
Bachelor of Engineering(Hons.) - Electronics-Computer And Information
International Islamic University Malaysia
04.2001 -
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