Eekroq Asfaazam
Klang, Selangor
Summary
Dynamic IT Service Desk Analyst with over 3 years of experience in providing exceptional technical support and network operations. Proven expertise in troubleshooting network, hardware, and software issues, ensuring optimal performance and user satisfaction. Adept at managing critical incidents and collaborating with cross-functional teams to deliver effective solutions. Strong familiarity with ITIL frameworks and remote support tools enhances efficiency in service delivery. Committed to leveraging technical acumen and proactive problem-solving skills to drive continuous improvement in IT operations.
Overview
4
4
years of professional experience
Work History
IT Service Desk Analyst
Aspiro Sdn Bhd
08.2022 - Current
- Delivered exceptional technical support to users, addressing IT requests and resolving network, hardware, and software issues.
- Monitored link and connectivity issues in collaboration with the network team.
- Provided tier 1 technical support, escalating complex cases to level 2 support.
- Conducted regular system checks and maintenance to ensure optimal performance.
- Documented support interactions and solutions in ServiceNow for future reference.
Network Operation Centre
Celcom Axiata Berhad
12.2021 - 07.2022
- Monitored and optimized Malaysian Celcom network performance, ensuring robust connectivity for users.
- Created and managed incident tickets for major alarms, tracking resolutions to enhance service delivery.
- Assisted on-site teams with maintenance and upgrades, facilitating smooth operations across the network.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Jr Solution Engineer
SR Two Technologies Sdn Bhd
06.2021 - 12.2021
- Delivered CCTV and Access Control System (ACS) solutions to clients, ensuring comprehensive setup and functionality.
- Managed multiple project sites, conducting site surveys and evaluations for tailored solutions.
- Provided tier-2 support and technical training to clients, enhancing their operational capabilities.
- Collaborated with cross-functional teams to troubleshoot IT issues, leveraging strong proficiency in networking and ITIL frameworks.
- Delivered comprehensive technical support to customers, ensuring prompt resolution of issues and increased client satisfaction levels.
- Optimized system performance through thorough testing, troubleshooting, and continuous improvement initiatives.
Education
Bachelor of Engineering (Hons) - Electrical and Electronic Engineering, Control and Instrument Engineering
Universiti Teknologi Petronas
04.2021
Sijil Pelajaran Malaysia (SPM) - Engineering stream in Electrical and electronic program
Sekolah Menengah Teknik Sepang
01.2014
Skills
- Microsoft Word
- Microsoft Excel
- ServiceNow
- Zabbix
- Adobe Photoshop
- Adobe Premiere Pro
- Networking
- IT
- ITIL Framework
- Remote Support
- Service Desk
- Ticketing system proficiency
- Network troubleshooting
- Data backup and recovery
- System monitoring
Websites
Languages
English
Bahasa Melayu
Hobbies and Interests
- Picture and Video Editing
- Playing musical instruments
- Football & Futsal
- E-sports
Additional Information
Aspiro Sdn Bhd - Funtion Lead
Jerry Cornelius Lee Han Teck
+60 19-333 2358
jerry.cornelius@aspiro.co
Celcom NOC- Shift Lead
Ahmad Dahlan B Hamid
+6019-9893903
ahmaddah@celcom.com.my
Timeline
IT Service Desk Analyst
Aspiro Sdn Bhd
08.2022 - Current
Network Operation Centre
Celcom Axiata Berhad
12.2021 - 07.2022
Jr Solution Engineer
SR Two Technologies Sdn Bhd
06.2021 - 12.2021
Sijil Pelajaran Malaysia (SPM) - Engineering stream in Electrical and electronic program
Sekolah Menengah Teknik Sepang
Bachelor of Engineering (Hons) - Electrical and Electronic Engineering, Control and Instrument Engineering
Universiti Teknologi Petronas
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