MOHAMAD ALIFF MISNAN

Working at Client Sites as Associates Project Manager with mixed roles at Chief Government Security Offices (Client) and Pernec Integrated Network Systems Sdn. Bhd. (Maincon)

Associate Project Manager

• Bridging the process and system gaps between business.
• Elaborate and defining the process flow and system flow to stakeholder.
• Aligning the system integration mapping and process.
• Ensure development, testing, and deployment in place and meet the dateline - Single person of contact for the PMO and the development team.
• Ensure all the bugs and testing being carried out smoothly
• Establish and maintain project communication with stakeholders and teams - Ensure project release on timely manners.

Business Analyst

• Design business process flow for new project.
• Engage with the user to gather all the requirement
• Prepare the BRS, SRS and SDS documentation and to ensure meet the dateline
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Surveyed clients to ascertain requirements and expectations for product.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.

• Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
• Conducted target market research to scope out industry competition and identify advantageous trends.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Established foundational processes for business operations.
• Evaluated suppliers to maintain cost controls and improve operations.
• Managed financial operations and investments to maximize profits and minimize costs.
• Created and maintained customer-centric culture to drive customer satisfaction and expand customer base.
• Improved operational efficiencies to reduce costs and improve productivity.
• Monitored performance, identified areas of improvement and devised solutions to address areas of weakness.

• Collected, defined and analyzed business requirements.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Helped deploy system enhancements to improve field operations.
• Increased sales through effectively training employees, closely monitoring regional and local markets and managing inventories.
• Hired, supervised and coached the employees on sales strategies to optimize performance.
• Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.

• Answer incoming calls and respond to the technical issues and/or inquiries and effectively communicate resolution to the client’s issue.
• Identify the technical issues and provide with all available support option.
• Demonstrate a high level of professional and strong customer service orientation.
• To escalate work request that requires further troubleshooting to on field technician.
• To update agent desktop database with detail of each client call.
• Successfully analyze software, device, and/or network configuration problems with resolution within SLA.
• Understanding the process when and how to escalate issues to management/ Technical escalation lead.
• Consistent documentation of incidents, problem and resolution on support ticket management tool.
• Provide a superior customer experience; driving overall satisfaction by proactively being a customer advocate for all customer impacting issues.
• Report to management new process issues that impact customers. Especially, when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Assist customer to solve technical issues regarding internet services.
• Provide troubleshooting based on customer’s technical difficulties by referring to the template given by Backend Team.
• Maintain polite and professional attitude at all times.
• Follow the correct troubleshooting procedures to ensure proper resolution to maintain FCR efficiency.
• Log calls and customer’s complaint into system and escalate unresolved issues if needed.

Media Monitors (M) Sdn. Bhd is a subsidiary of RCS. RCS is the world’s leading provider of broadcast and webcast software, serving over 7000 radio stations, TV music channels, cable companies, satellites music networks and internet station worldwide.

• Radio spot monitoring providing sales, marketing and advertising research tools to broadcasters, ad agencies, advertisers and industry analysis.
• Identify hundreds of new advertisers and commercial TV
• Built and maintained spreadsheets to facilitate data manipulation and analysis.
• Drafted and revised detailed reports according to deadlines and exceeded desired results.
• Maintain the productivity and the accuracy of spot monitoring daily basis