Fauziah Mahmod

Establishing Global Single Device Traceability ( data genealogy) application for Assembly and Test line . The application assists production floor for Failure Analysis Report enquired by customer or Rebuild and Reconstruct Wafer Map to detect Hair Line Crack Pattern on Wafer Stack to prevent Burn In process ( cost saving) .

Also responsible driving Data Quality Topic for Melaka Assembly plant , joined forces with various team from Production, Tester, Factory Integration and Equipment vendor to ensure data accuracy is complied to E142 Semi Industry standard.

• Maintained servers and systems to keep the application running time for 99.8% . Servers and systems are varies from mission critical A to mission critical C servers. Operating systems goes around Linux , Windows and Solaris servers.
• Continuous improvements for better application performance to cater increasing trend of data loading, globally.
• Defined data quality problems, collected data, established facts and drew conclusions to solve detected issues.
• Trained and managed junior engineers, and run training for end users.
• Analyzed and interpreted data to identify trends and recommend improvements , may it comes from equipment, systemic or process area.
• Developed and implemented proactive maintenance practices by enabling alert monitoring for defined monitoring specs.

Responsible to perform Root Cause Analysis with 5 why's method for any critical incident raised by customer - Shell. In the role, we are required to administer Problem Management process by scheduling regular updates for customer, coordinating root cause and improvement plans after internal alignment had been agreed and done.

• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to 90%.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy customers.

Assist Project Manager to achieve "Release Milestone" with internal and external stakeholders buy off and agreement. I had successfully closed 24 projects within a year upon joining T-Systems.

Key roles as below :

• Delivered services to customer-Shell within specific timeframes.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written to assists Project Manager project roll out with expected quality.

Responsible for Level 2 , Global Exchange and Ms Outlook Support for Infineon worldwide users. Prepared data analysis for Exchange and Outlook based on management requirements.

Key roles as below :

• Maintained Application and Servers , and guarantee the agreed uptime .
• Supporting L2 incident , raised by customer.
• Preparing management report based on agreed KPI.

Leading team of 25 service desk agents in Service Request area. Developed and managing Global Infineon Call Center supporting Infineon worldwide customer. Conducted on site training for Batam, Melaka and Kulim users for IT shop .

Key roles as below :

• Designed Service Catalogue in IT shop .
• Handling management escalations in regards to incident or request submission.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms.
• Collaborated with internal partners to effectively resolve user issues.
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Establishing Asia IT Call center, in solving Level 1, and Level 1a of incident tickets raised by customer. The scope of support are all Infineon applications ( IT and manufacturing )

Key roles as below :

• Responded to customer calls and emails to answer questions on IT incidents and event.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Addressed customer account discrepancies and concerns.