LAILA SUHARA BINTI ZULKIFLI
Quality Analyst Cum Team Coach
Summary
Experienced Quality Analyst with a proven track record of dependability and leadership. Demonstrating extensive knowledge in QA methodology, consistently reducing errors and improving overall quality. Skilled in creating thorough test cases, plans, and scripts, dedicated to analyzing and resolving defects for optimal performance.
Overview
2025
2025
years of professional experience
2
2
Languages
Work History
QUALITY ANALYST & TEAM COACH
ACCENTURE TECHNOLOGY SOLUTION SDN BHD
8 2020 - Current
- Resolving inquiries according to defined policies and procedures
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
SERVICE DESK ANALYST
IBM GLOBAL DELIVERY CENTER (MALAYSIA)
11.2018 - 07.2020
- Specialization: Microsoft 365/ Windows 10 / Network / AD Server
- Responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers, terminals, smartphones, printers and associated peripherals, and solving user technology issues at Level 1 and 1.5
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
SOFTWARE ENGINEER
DOCUMATION MSC SDN BHD
02.2018 - 11.2018
- Specialization: Full Stack Developer / Database / Admin / Network
- Backend: Working on API and Database connection
- Frontend: Developing UI and UX
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
- Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.
- Developed robust, scalable, modular and API-centric infrastructures.
Education
BACHELOR - INFORMATION TECHNOLOGY
UNIVERSITI SELANGOR
01.2014 - 2018.01
SIJIL TINGGI PELAJARAN MALAYSIA - undefined
SMK BUKIT GADING
SIJIL PELAJARAN MALAYSIA - undefined
SMK BUKIT GADING
Skills
Microsoft Word
Activities
- MAC 2015 Flood Mission in Mentakab, Pahang
- PHP & MySQL Workshop (02/27/16 - 02/28/16)
- Platform Share from Coder Seminar (03/22/16)
- Kernel Scripting System Workshop (04/06/16)
- IT Unity Boot Camp 2.0 (04/08/17 - 04/09/17)
- Hiking While Cleaning Environment (04/22/17)
- Google Cloud Computing Seminar (12/02/17 - 12/03/17)
Awards
- Dean's List Award, 01/01/15, Semester 1/15/34
- Dean's List Award, 08/01/15, Semester 4/15/34
- Dean's List Award, 01/01/16, Semester 1/16/34
- FYP Best Product, 08/01/16, System Category
- Dean's List Award, 09/01/17, Semester 4/17/34
References
- Jeyaseelan Jovan, Team Leader, Accenture Technology Solution Sdn Bhd, +60172267674
- Thiruchelvan Dharmalingam, Assistant Manager, Accenture Technology Solution Sdn Bhd, +60163764799
Personal Information
- Age: 29
- Gender: Female
- Nationality: Malaysian
- Marital Status: Married
Timeline
SERVICE DESK ANALYST
IBM GLOBAL DELIVERY CENTER (MALAYSIA)
11.2018 - 07.2020
SOFTWARE ENGINEER
DOCUMATION MSC SDN BHD
02.2018 - 11.2018
BACHELOR - INFORMATION TECHNOLOGY
UNIVERSITI SELANGOR
01.2014 - 2018.01
SIJIL TINGGI PELAJARAN MALAYSIA - undefined
SMK BUKIT GADING
SIJIL PELAJARAN MALAYSIA - undefined
SMK BUKIT GADING
QUALITY ANALYST & TEAM COACH
ACCENTURE TECHNOLOGY SOLUTION SDN BHD
8 2020 - Current
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