Summary
Overview
Work History
Education
Skills
Timeline
Generic
Farah Nadiah Izzayati Binti Lokfi

Farah Nadiah Izzayati Binti Lokfi

Cyberjaya,SGR

Summary

Dynamic Solution Analyst with 4+ years of experience in enterprise application support, problem management, and incident resolution across global environments. Skilled in SMART applications, Microsoft 365, SharePoint, Azure DevOps, and SAP ECC6. Proficient in root cause analysis, system stability, and cross-functional collaboration. Strong understanding of ITIL, DevOps principles, and ITSM tools. Known for clear communication, analytical thinking, and a proactive support approach.

Overview

8
8
years of professional experience

Work History

Senior Business Solution Analyst

Arashs Technology Sdn Bhd
09.2021 - Current
  • Accessing cross-application from Sourcing-to-Contract until Purchase-To-Procure : SMART Petronas and SAP ECC6.
  • Provide application support for SMART PETRONAS, ensuring availability, performance, and issue resolution for end users across multiple departments.
  • Manage Problem Management lifecycle in accordance with ITIL standards: perform root cause analysis, drive permanent fixes, and prevent recurrence of critical issues.
  • Act as the primary point of contact for Level 2/3 support, collaborating with development and infrastructure teams to resolve complex incidents.
  • Analyze system logs, application errors, and performance metrics to identify and address recurring issues and system bottlenecks.
  • Log, track, and manage issues through a centralized ITSM ticketing system - MyGenie+
  • Coordinate with cross-functional teams for system enhancements, bug fixes, and product updates to align with business needs.
  • Develop and maintain knowledge base articles, standard operating procedures, and user documentation for common issues and fixes.
  • Conduct user training and support sessions to improve adoption and understanding of SMART PETRONAS application functionality.
  • Work closely with Change Management and Incident Management teams to ensure smooth deployment and resolution processes.
  • Support UAT and production release testing, identifying system gaps and ensuring post-release stability.
  • Provide data analysis and reporting for management on issue trends, system usage, and performance KPIs.
  • Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Optimized data access and storage to improve performance of analytics systems.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Generated standard and custom reports to provide insights into business performance.
  • Drafted integration plans to ease assimilation of products into customers' business infrastructure.
  • Performed detailed research of customer business structures to accurately tailor SMART Petronas to unique needs of each.
  • Performed proof of concept demonstrations, instructing potential customers on benefits of SMART Petronas.

Technical Solution Analyst

DXC Technology
04.2017 - 08.2021
  • Carry out tasks as First Level support for Philips', Draexlmaier and Commonwealth Bank of Australia company worldwide.
  • Gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
  • Troubleshooting such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus
  • 5 years of expertise in handling Active Directory Management, Account Setup Configuration and Server Access Handling.
  • 4 years of experience in handling MS Sharepoint 365, Sharepoint sites administration, Sharepoint sites configuration, Sharepoint sites management, Sharepoint access, Sharepoint data backup/restoration and other IT Sharepoint 365 administration management system.
  • Expertise in setup both the Local and Network Printer for various model and version.
  • Able to setup and manage IT account, personal mailbox, shared mailbox, calendar meeting room, distribution group and other MS Exchange 365 management task.
  • Experience in performing various troubleshooting and fix related to software installation, hardware driver repair and installation, printer system, credential error and other system error.
  • MS Office 365, MS SharePoint, MS Outlook, MS Lync, Skype and Java system troubleshooting.
  • Experience in maintaining Anti-Virus and handling issue related to firewall and system blockage.
  • Experience in supporting System Analysis and Program system (SAP), SAP GUI system, SAP Logon, SAP password reset and SAP web system.
  • Ticket logging and dispatching experience to relevant support team including hardware, server and application.
  • Good communication skill with system and user either via virtual or real communication.

Education

Bachelor of Computer Science - System Networking

Universiti Tenaga Nasional (UNITEN)
01.2017

A-Level German-Malaysian Institute
01-2011

Sijil Pelajaran Malaysia - undefined

Sekolah Berasrama Penuh Integrasi Gombak
01.2008

Skills

Bahasa Malaysia

English

SAP ECC6

API integration

Business case development

Product management

Requirements analysis

User acceptance testing

SharePoint

Product evangelism

SDLC

Timeline

Senior Business Solution Analyst

Arashs Technology Sdn Bhd
09.2021 - Current

Technical Solution Analyst

DXC Technology
04.2017 - 08.2021

Sijil Pelajaran Malaysia - undefined

Sekolah Berasrama Penuh Integrasi Gombak

Bachelor of Computer Science - System Networking

Universiti Tenaga Nasional (UNITEN)

A-Level German-Malaysian Institute

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Farah Nadiah Izzayati Binti Lokfi