Mohd Noor Shahril Shah BIN Mohd Yazid

• Handle and provide first line assistance on all incoming enquiries and requests on StarTrack & gfknewron. This includes a variety of channels, including helpdesk, phone, and email
• Support calls and resolve queries within the Service level agreements defined and as assigned by the managers and team lead
• Provide high quality customer service with the objective of being a contributor to customer loyalty and highest possible customer satisfaction.
• Be the first contact point for internal users through helpdesk, phone, email, and MS Teams for support related to global services and solutions
• Resolve operational services within defined schedules and service level agreements.
• Communicate and check client requirements.
• Follow defined Service Level Agreements & Measurements
• Provide consultancy to clients to resolve technical support issues
• Escalate unresolved cases to the level 2 support team with your finding reports.
• Follow Standard Operating Procedures (SOP) while engaging in support work related tasks.
• Learn and pick up new and ever-growing processes and functionalities.

Client : Baker Hughes Energy Technology Company

• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Collaborated with cross-functional teams to design and implement scalable IT infrastructure solutions.
• Enhanced security measures by developing and enforcing strict protocols for data protection and access control.
• Served as a trusted advisor to senior leadership, providing valuable insight into strategic IT decision-making processes.
• Streamlined IT support processes by establishing efficient ticketing systems and prioritizing critical issues effectively.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Managed approximately 30 incoming calls, emails per day from customers.'

Client : Packet One Networks (P1)

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.