Growth in managerial path
Farhah Nadia Binti Abd Kahar
Senior IT Executive
63, Jalan Seroja 6, Taman Sri Penawar, Bandar Penawar, Johor
Summary
Accomplished IT professional with a Bachelor’s Degree in Science Computer (Science Computer) and over 15 years of
experience in the Oil & Gas sector. Recognized for strong leadership, strategic thinking and commitment to operational excellence. Dedicated to driving organizational success through innovation, collaboration and continuous improvement. Team Leader experienced in directing activities of workgroups. Develops
strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
2
2
Languages
15
15
years of professional experience
Work History
Team Lead Field Support Service
PETRONAS Digital Sdn Bhd
03.2018 - Current
- Covered PDB Johor, PDB Senai, PDB Pasir Gudang, PGB Pasir Gudang and Pengerang Integrated Complex (PIC).
- Oversaw daily ICT operations for the OPUs, including task delegation, workload optimization and performance tracking.
- Led a team of support personnel, ensuring timely and high-quality service delivery to users across regional offices and OPUs.
- Implemented and governed IT support processes to enhance efficiency, reduce incident rates and drive operational excellence.
- Served as the ISRM focal point.
- Acted as the primary liaison between departments, users, vendors and service providers to resolve
technical issues and support project requirements. - Managed Pengerang Data Center, maintaining stable infrastructure and seamless data communication.
- Supervised contractors and vendors on-site to ensure compliance with PETRONAS policies and regulatory requirements.
- Promoted a positive work environment by fostering teamwork, open communication and employee
recognition. - Mentored and coached team members, providing regular feedback and development opportunities to
enhance performance. - Established clear performance metrics and supported continuous improvement through process
optimization and capability building.
Service Desk Engineer
PETRONAS Digital Sdn Bhd
11.2011 - 02.2018
- Led incident resolution processes, ensuring timely responses to service desk inquiries.
- Implemented process improvements that enhanced ticket handling efficiency and accuracy.
- Collaborated with cross-functional teams to streamline IT support workflows and communication.
- Analyzed recurring technical issues, providing insights for system enhancements and training needs.
- Developed knowledge base articles to empower users and reduce repetitive queries for assistance.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Worked closely with management to identify areas for continuous improvement within the service desk operations.
Service Desk Analyst
Exxonmobil (M) Sdn Bhd
02.2011 - 10.2011
- Provide Level 1 IT support via phone, chat and ticketing systems
- Resolved technical issues related to various software and hardware components including windows operating systems, Microsoft Office / O365, VPN and remote access, password resets and account unlocks, email and collaboration tools &
printers and peripherals. - Logged, categorized, prioritized, and tracked incidents in ITSM tools to ensure timely resolution
- Monitor ticket queues and ensure SLA compliance
- Provide excellent customer service and communicate issue status clearly
- Escalate unresolved incidents to Level 2 or specialized support teams
- Delivered excellent customer service by clearly communicating issue status and updates
- Facilitated coverage for shift-based operations during weekends and holidays.
Education
Bachelor's Degree - Science Computer (Science Computer)
Universiti Teknologi Malaysia
Skudai, Johor, Malaysia 04.2001 -
Matriculation Certificate - Science Physical
Kolej Matrikulasi Johor
Tangkak, Johor, Malaysia 04.2001 -
Skills
Performance monitoring
Schedule management
Technical training
Technical troubleshooting
Team performance assessment
Customer focus
Conflict resolution
Interests
Timeline
Team Lead Field Support Service
PETRONAS Digital Sdn Bhd
03.2018 - Current
Service Desk Engineer
PETRONAS Digital Sdn Bhd
11.2011 - 02.2018
Service Desk Analyst
Exxonmobil (M) Sdn Bhd
02.2011 - 10.2011
Bachelor's Degree - Science Computer (Science Computer)
Universiti Teknologi Malaysia
04.2001 -
Matriculation Certificate - Science Physical
Kolej Matrikulasi Johor
04.2001 -