Fabian Lazarus
Cyberjaya, Selangor
Summary
Proven IT professional with a track record of enhancing customer satisfaction and streamlining support processes at ATOS IT Services And Solutions. Expert in incident management and ITIL processes, I excel in delivering tailored solutions and training teams for peak performance. Skilled in both technical communications and empathetic customer support, I significantly contribute to operational efficiency and client loyalty. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Support Analyst III
ATOS IT Services And Solutions
03.2024 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
Service Desk Analyst II
Solsis Sdn. Bhd
05.2023 - 02.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Senior Officer, Operations
UOB Bank
01.2023 - 04.2023
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Representative
Concentrix
02.2022 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
IT Administrator
Church Of The Assumption
01.2020 - 01.2022
- Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
- Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
- Reduced company downtime by proactively managing system backups.
- Achieved faster network connectivity by installing high-performance routers, switches, and access points.
Education
Bachelor of Arts - Bachelor of Business in Human Resource Management
INTI University
Kampung Baharu Nilai, Negeri Sembilan, Malaysia10-2027
Associate of Applied Science - Information Systems Auditing, Controls Assurance
The Hong Kong University of Science And Technology
Clear Water Bay, Hong Kong11-2023
Associate of Science - Advanced Diploma in Electrical Engineering
KDU College
George Town, Penang, Malaysia06-2017
High School Diploma -
German Malaysian Institute
Bangi, Selangor, Malaysia02-2014
High School Diploma -
Royal Military College
Sungai Besi, Kuala Lumpur12-2012
Skills
- Support ticketing systems
- Application support
- Incident Management
- ITIL Processes
- Remote Support
- System standards documentation
- Internal technical communications
Certification
- Information Systems Auditing, Controls and Assurance The Hong Kong University of Science and Technology November 2023
Timeline
Support Analyst III
ATOS IT Services And Solutions
03.2024 - Current
Service Desk Analyst II
Solsis Sdn. Bhd
05.2023 - 02.2024
Senior Officer, Operations
UOB Bank
01.2023 - 04.2023
Customer Service Representative
Concentrix
02.2022 - 12.2022
IT Administrator
Church Of The Assumption
01.2020 - 01.2022
Bachelor of Arts - Bachelor of Business in Human Resource Management
INTI University
Associate of Applied Science - Information Systems Auditing, Controls Assurance
The Hong Kong University of Science And Technology
Associate of Science - Advanced Diploma in Electrical Engineering
KDU College
High School Diploma -
German Malaysian Institute
High School Diploma -
Royal Military College
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