Microsoft Office
Nasrul Hadi Ahmad Sanee
Alor Gajah
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
16
16
years of professional experience
Work History
Telecentre Manager
Pusat Internet Malaysia (PIM) – SKMM – Telekom Malaysia Berhad
01.2009 - 01.2016
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Software Project Manager
Odekan Technology PLT (Cyberjaya)
01.2016 - 01.2017
- Oversaw planning, application development, verification and risks involved in software projects.
- Monitored resource usage and managed tasks so costs did not exceed budget projections.
- Managed all communications between clients, stakeholders and in-house software development team.
- Answered client questions via phone and email to quickly resolve issues and improve service.
- Devised test plans to validate accuracy of IT projects.
- Identified and implemented cost-saving measures in IT projects.
- Managed various IT projects to meet deadlines and customer requirements.
- Generated reports for IT project progress and performance.
- Negotiated and managed project budgets to meet goals.
- Coordinated with external vendors to deliver IT project components.
Quality Control Officer
COMBAT COATING (M) SDN BHD
01.2018 - 03.2018
- Documented inspection results by completing logs.
- Maintained knowledge of institutional policies and manufacturing compliance regulations and communicated any developments and consequent changes in procedure to personnel.
- Kept equipment operating and in good condition by performing quality checks and calling in for repairs when needed.
- Inspected items and compared against standards to meet regulatory requirements.
Technical Sales and Services
Mecacom Technology Sdn Bhd (Ipoh Branch)
04.2018 - 11.2019
- Collaborated with customers and asked questions to assess needs and budgets.
- Developed robust pipeline of sales opportunities by maintaining accurate information in CRM.
- Recommended ICT Products and services with explained features and costs to help customers make educated buying decisions.
Technical Support Engineer
EDARAN IT SERVICES SDN BHD
12.2019 - 06.2020
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Documented faults and bugs for referral to development staff for use in updates.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Assisted in development of system security protocols.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
IT Department
Brainy Bunch Sdn Bhd
07.2020 - 01.2022
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs using JIRA
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and maintained hardware and computer peripherals to store tangible components.
IT Department
Malakat Mall Sdn Bhd
01.2020 - 07.2022
- Submitted reports to senior management to aid in business decision-making and planning.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Accomplished multiple tasks within established timeframes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed overall IT device of wholesale and retail counter POS System for productive counter operations.
- Managed internal rewards system and configure and maintain CRM
Command Centre (Data)
Selia Selenggara Selatan Sdn. Bhd. (SELIA Group)
01.2022 - Current
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
IT Executive
SMR Selenggara (Pahang) Sdn. Bhd. (SELIA Group)
01.2022 - Current
- Configured and implemented IT initiatives to produce measurable business value.
- Developed and led large-scale technology initiatives for long-term strategic plans and solutions.
- Evaluated IT capital budget to measure and monitor fixed asset proposals.
- Determined best methods for IT to support key business objectives.
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
- Designed internal dashboard for at-a-glance system and project status reporting.
- Created long-range IT plan to support projected growth and requirements for added capacity.
- Analyzed financial investment in IT systems, potential return on investment and impact on productivity.
- Managed life cycle replacement of hardware and software.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Implemented and maintained technology and software budget.
Education
Bachelor of Information Technology - Information Management
Universiti Utara Malaysia
Sintok, Kedah, Malaysia11.2007
Diploma of Information Technology -
Kolej PolyTech Mara
Kota Bharu, Kelantan07.2003
Skills
- Problem-Solving
- Project Management
- Software Debugging
- Technical Troubleshooting
- System Troubleshooting
- Application installations
- Technical Documentation
Software
JIRA
Click Up
Adobe Photoshop
Microsoft Project
Video / Photo Editing
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Achieved and implement AI Pothole Detection collaboration with Sirca Sdn Bhd ang completing task with efficiency and within budget.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsLanguages
English
Advanced (C1)
Malay
Bilingual or Proficient (C2)
Interests
Driving, Drawing, Reading
Timeline
Command Centre (Data)
Selia Selenggara Selatan Sdn. Bhd. (SELIA Group)
01.2022 - Current
IT Executive
SMR Selenggara (Pahang) Sdn. Bhd. (SELIA Group)
01.2022 - Current
IT Department
Brainy Bunch Sdn Bhd
07.2020 - 01.2022
IT Department
Malakat Mall Sdn Bhd
01.2020 - 07.2022
Technical Support Engineer
EDARAN IT SERVICES SDN BHD
12.2019 - 06.2020
Technical Sales and Services
Mecacom Technology Sdn Bhd (Ipoh Branch)
04.2018 - 11.2019
Quality Control Officer
COMBAT COATING (M) SDN BHD
01.2018 - 03.2018
Software Project Manager
Odekan Technology PLT (Cyberjaya)
01.2016 - 01.2017
Telecentre Manager
Pusat Internet Malaysia (PIM) – SKMM – Telekom Malaysia Berhad
01.2009 - 01.2016
Bachelor of Information Technology - Information Management
Universiti Utara Malaysia
Diploma of Information Technology -
Kolej PolyTech Mara
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