ISMA IZZATI
ITSM
KLANG
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level ITSM position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
ITSM Asst Manager
PRIVASIA SDN BHD
KLANG
03.2022 - Current
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Identified issues, analyzed information and provided solutions to problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Provided professional services and support in a dynamic work environment.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Paid attention to detail while completing assignments.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Service Desk Team Lead
PRIVASIA SDN BHD
KLANG
01.2020 - 03.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Generated reports to track performance and analyze trends.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Maintained servers and systems to keep networks fully operational during peak periods.
Helpdesk Support Engineer
PRIVASIA SDN BHD
KLANG
04.2012 - 12.2019
- Connected to computer of client using remote link to install programs and applications.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Communicated with clients to verify roots and causes of computer problems.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Monitored systems in operation and quickly troubleshot errors.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Retail Assistant Manager
7-ELEVEN
KLANG
06.2008 - 11.2008
- Controlled store inventory and reviewed cash handling and operations reports.
- Maintained, cleaned and organized store to provide positive shopping experience for customers and inspiring workplace for team members.
- Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Engaged directly with customers to offer assistance and resolve complaints.
- Implemented strategies focused on increasing store sales and customer satisfaction.
- Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
- Tracked daily cash handling, reconciled sales and prepared bank deposits.
- Created employee work schedules for optimum coverage and labor cost control.
Education
Bachelor of Science - DATA COMMUNICATION AND NETWORKING
UNIVERSITI TEKNOLOGI MARA
UITM 12.2008 - 01.2012
High School Diploma -
POLITEKNIK SULTAN SALAHUDDIN ABDUL AZIZ SHAH
SHAH ALAM 07.2005 - 05.2008
Skills
ITSM
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
ITSM Asst Manager
PRIVASIA SDN BHD
03.2022 - Current
Service Desk Team Lead
PRIVASIA SDN BHD
01.2020 - 03.2022
Helpdesk Support Engineer
PRIVASIA SDN BHD
04.2012 - 12.2019
Bachelor of Science - DATA COMMUNICATION AND NETWORKING
UNIVERSITI TEKNOLOGI MARA
12.2008 - 01.2012
Retail Assistant Manager
7-ELEVEN
06.2008 - 11.2008
High School Diploma -
POLITEKNIK SULTAN SALAHUDDIN ABDUL AZIZ SHAH
07.2005 - 05.2008
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