Husna Nadiah Binti Mohd Anuar
Seri Kembangan
Summary
- Telecommunications specialist combining hands-on network complaint resolution with self-taught data automation skills. At Ericsson, I handle customer complaints and MCMC escalations while producing weekly and monthly insight reporting for stakeholders. Previously built an Excel VBA and Google Maps API automation that cut a three-day manual geocoding task to minutes. Skilled in VBA, Power Query, Power BI, Python, and AI automation tools, with a consistent pattern of identifying inefficiencies and building the tools to fix them.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Customer Support Service Engineer
Ericsson
Subang Jaya, Selangor, Malaysia
08.2025 - Current
- Managed customer network complaints as business-as-usual.
- Prepared weekly and monthly slide decks presenting complaint insights and trends.
- Monitored and handled MCMC escalations, ensuring cases were addressed within regulatory requirements.
- Continuous upskilling in AI automation tools, including Everyday Ericsson Assistant (EEA), Microsoft Copilot, Claude, and ChatGPT, to improve efficiency in reporting and analysis.
Customer Resolution Engineer
CelcomDigi
Subang Jaya, Malaysia
01.2023 - 07.2025
- Managed customer network complaints as business-as-usual, covering site alarms, coverage, and congestion issues.
- Handled governance complaints for both Celcom and Digi accounts, ensuring cases were resolved within required standards.
- Monitored complaint trends arising from network integration activities to identify recurring issues and support early intervention.
- Continuous upskilling in Cybersecurity, Power BI, Power Query, and Python to strengthen data analysis and reporting capability
Customer Resolution Engineer
Celcom
PJ, Selangor
04.2019 - 12.2022
- Attend customer complaint by analyzing root cause of problem in RAN side on Network issue through system for MASS/MCMC/VVIP. Skilled in
- Analyzed GSM/UMTS/LTE RAN of Huawei/Ericsson performance threshold with Huawei/Ericsson performance management tool. Skilled in first level troubleshooting on the RAN side.
- Proposed indoor/outdoor network solutions to Enterprise & VIP customers with deep analysis of network coverage & quality.
- Achievement Year 2020: - Excel VBA Automation — Address-to-Coordinates Converter (2020)
Developed a VBA macro integrating the Google Maps Geocoding API to convert 3,000 addresses into latitude/longitude coordinates in minutes with a single click, replacing a 3-day manual process. Delivered end-to-end in 6 days; VBA and API integration skills acquired through self-study. - Managed complaints with calm, clear communication and problem-solving.
Customer Advocate
YTL Communication SDN BHD
Petaling Jaya
12.2018 - 02.2019
- Handled inbound customer calls, resolving issues related to product, billing, and connectivity.
- Performed first-level verification of customer profile and billing records before escalating to technical troubleshooting.
- Guided customers through modem troubleshooting over the phone for connectivity faults including no connection and intermittent disconnection.
- Advised customers on device specifications, YTL product offerings, VoLTE, and emerging telecommunications services.
Technician
Windshield Sticker
Seri Kembangan, Selangor
01.2018 - 11.2018
- Performed daily preventive maintenance on the SOLJET large-format printer used for car sticker production, with particular attention to white ink circulation, which requires strict handling to prevent settling and nozzle blockage.
- Diagnosed and resolved machine faults to minimise production downtime.
- Supported sales through direct customer service and consultation ( Whatsapp ).
- Edited and prepared customer artwork for print using Adobe Illustrator and Photoshop.
Network Support Executive (SL1M Programme)
Celcom
Kuantan, Pahang
09.2016 - 09.2017
- Handled daily customer network cases through the CTT ticketing system within the Voice of Customer department.
- Troubleshot customer network issues using internal diagnostic tools including SIMON, CIA, NETZOOM, HSS, SEQ, and DISCOVERY.
- Analysed cases and determined appropriate resolution paths, escalating to OPTI, FLM, OMCR, and Switch teams where further investigation was required.
- Supported FEMTO/CelFi indoor coverage deployments for the Eastern region under the Network Quality department, providing real-time system monitoring for FLM engineers during on-site installation at customer premises.
Education
Bachelor of Telecommunication Engineering -
University Malaysia Sarawak
01.2016
Foundation Of Science - Physical
University Malaysia Sarawak
01.2012
SPM Certification -
SMK Tengku Panglima Perang Tengku Muhammad
01.2010
Skills
- Power BI, Power Query
- Microsoft Excel and Power Point
- Phyton
- Adobe Illustrator
- Use Agentic and Generative AI
- Problem solving
Accomplishments
- 2015/2016, 3rd place in Logo & Slogan College Dahlia competition.
- 2014/2015, Vice President II Student Association At Faculty Of Engineering (SAFE).
- 2013/2014, Vice Exco Academic, Career & Entrepreneurship (SAFE).
- 2012/2013, Members of Engineering Week at Faculty Engineering.
Languages
MALAY
Proficient
C2
ENGLISH
Intermediate
B1
References
- Mushil Mustafa, +60192201010
Projects
Final Year Project, GPS Bracelet - to tracking the location and monitor elderly pilgrims during the Hajj., Visual Studio 2012, Arduino software, GPS & GSM.
Timeline
Customer Support Service Engineer
Ericsson
08.2025 - Current
Customer Resolution Engineer
CelcomDigi
01.2023 - 07.2025
Customer Resolution Engineer
Celcom
04.2019 - 12.2022
Customer Advocate
YTL Communication SDN BHD
12.2018 - 02.2019
Technician
Windshield Sticker
01.2018 - 11.2018
Network Support Executive (SL1M Programme)
Celcom
09.2016 - 09.2017
Bachelor of Telecommunication Engineering -
University Malaysia Sarawak
Foundation Of Science - Physical
University Malaysia Sarawak
SPM Certification -
SMK Tengku Panglima Perang Tengku Muhammad