Nazilah binti Muhammad Nasir

· Responsible for general IT operational activities in the area of supporting and maintaining user’s computers and printers, servers.

· 1st level support on system admin, networking and backup.

· Liaise with external hardware and software vendors with regards to the delivery of services requested.

· Maintains all written documentation regarding to computer system, hardware and software, asset management and timely inventory audit.

· Client-server implementations and software maintenance of the networks.

· Installations & maintenance of networks for SHL Group of Companies.

· Provide support to the operations of the group’s IT.

· Maintain in-house software programming.

· Troubleshoot infrastructure and localities issues.

· Administer Office 365 services, including mailbox management, Teams, and SharePoint

· Manage and maintain of the IT network infrastructure.

· Maintain Microsoft Hyper-V virtualization.

• Responsible for diagnosing & resolving hardware, software & end users’ problems.
• Acting as the first point of contact for all IT & technical queries.
• Developing the infrastructure and systems to meet the company’s needs.
• Provide reports to SDM regarding all matters on the customer site.
• Manage and assist 2 Engineers and guide them.
• Escalation issues to a high level and working with the team in order to solve the issue.
• Maintain inventory of IT assets in asset management system including inventory and acquisition date, deployment status and planned disposal dates.

• Responsible for diagnosing hardware, software & end user’s problems.
• Acting as the first point of contact for all IT & technical queries.
• Preparing new hired device, all the related access and domain.
• Provide daily support for the computing desktop including reimaging laptop desktop using windows 10, software installation and maintenance, and hardware replacement.
• Working within a TCP/IP network environment, including DHCP, DNS, and ethernet.
• Maintain VPN network and specialist configuration.
• Remote administration and management of customer premises equipment.

• Supervising agent and assisting with tasks as necessary.
• Handling VIP user’s issues and managing conflicts.
• Doing related shift lead report.
• Monitoring system to ensure no service impacted.
• Observing agent’s attendance to ensure all activity on floor runs smoothly.
• Informing team leads or manager about potential problems.
• Deliver an emergency broadcast message communications to the Client Management team and the affected users when outages impact a large number of users.
• Assisting users expedite the case for completion.
• Monitoring queue through ITSM for any case log from users.
• Ensuring all tickets are picked up within SLA.

• Investigating and implementing ways of reducing calls to the Help Desk.
• Providing technical support over the phone to all IT users.

• Providing advice, information and assistance to callers.
• Attempting to resolve all enquires on first contact with the caller.
• Making sure that all telephone calls are answered promptly.
• Dealing with a customer’s queries, requests, orders or complaints.
• Following up customers by calling them back.
• Research required information for callers using available resources.
• Essentially receiving up to 50 incoming calls from customers daily.
• Involved in processing orders, forms and applications.
• Accurately recording details of calls and issues on logging software.
• Having a professional and courteous manner at all times.

• Responsible for planning and implementing a program to teach young children.
• Teaching according to the educational needs, abilities and achievement of the individual students and groups of students (age: 4 to 6 years old).

• Developed system based on the company’s requirement which called Intelligent Learning.
• Management System.
• Corporate Social Responsibility for Dyslexia children house at USJ 4, Subang Jaya Selangor.
• Developed learning application.
• Organized event for sales charity to raise RM2000 for donation.