Nicole Chong Chooi Sun
Service Desk Technical Support
Summary
Results-driven professional with a strong background in the call center customer service industry, backed by over 3 years of experience. Solid foundation in the technical help desk industry, spanning 12 years, and 2 years honing skills as an SCCM administrator. Proven track record of delivering exceptional customer service and resolving technical issues efficiently.
Overview
17
17
years of professional experience
Work History
Service Desk Technical Support
Eats365 Sdn Bhd
09.2024 - 10.2024
- Company Overview: Support POS system
- A point of sale (POS) is the hardware and software merchants use to process payments and complete customer purchases
- Provide merchants/customers with a first point of contact for all incidents, queries and requests
- To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attend, resolved or assign
- To monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams
- To support the EPOS environments, ensuring that appropriate monitoring and support activities are addressed
- To collaborate closely with internal support teams from other regions members to ensure all the issues/problems/escalations are resolve in a timely manner
- Log calls as per procedures, and where possible provide immediate response for resolution
- To ensure compliance to policies and standards for operational use in EPOS
- Deal with clients through calls and live chat in Hong Kong, Taiwan, Singapore and Malaysia
Sr. Asso-Technical Support
Tech Mahindra
09.2017 - 06.2024
- Company Overview: BASF Project
- Deal with clients through calls, email and live chat in APJ region
- Create tickets for phone, email and chat for all IT related issues that are communicated
- Provide basic IT technical solutions & troubleshooting for desktop, phone application and smartphone issues
- Remote Desktop into user's computer to troubleshoot hardware, software, Microsoft Office and business application issues
- Perform password resets for users for LAN and Smartcard accounts
- Assist user to install software from SCCM/SMS list
- Assist user to repair/refresh SCCM/SMS list
Software Deployment Engineer
DXC Technology
08.2015 - 09.2017
- Perform Software Distribution with SCCM 2012 R2
- Perform Windows Security Updates with SCCM 2012 R2
- Perform Operating System Deployment (OSD) with SCCM 2012 R2
- Experienced in administering SCCM 2012 R2 OSD task sequence
- Experienced in Windows XP, 7, 8 and latest client Imaging works
- Experienced in administering SCCM 2012 R2 administration tasks
- Experienced in troubleshooting SCCM 2012 R2 Configuration Agent
- Experienced in 1E Nomad or Adaptive OneSite Windows Software Deployment
Technical Solutions Rep V
Hewlett-Packard Company
06.2010 - 07.2015
- Company Overview: HP
- Handles Level 1 support for 2 client accounts (Fonterra Account and Delphi Account)
- To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site
- Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group
- Escalation and management of calls to agreed service levels
- Answer contacts promptly and professionally
- Log/Validate all contacts Call Handling Database
- Resolve a high percentage of customer problems using the relevant tools and systems
- Manage end to end all calls logged, providing regular updates to customers on call status
- Complete follow-on actions as appropriate
- Invoke Escalation Procedures within defined time frames
- Adhere to Policies & Procedures - Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Observe strict compliance to licensing, copyright and trademark legislation
- Working with Active Directory
- Deal with clients through calls, email and live chat in APJ region
- Create tickets for phone and emails for all IT related issues that are communicated
- Creating IMAC tickets and dispatch to the proper team to perform service requests
- Provide basic IT technical solutions & troubleshooting for desktop, phone, Microsoft Office application and business application issues
- Perform password resets for users for LAN and SAP accounts
- Troubleshoot hardware and software issues
- Inform technicians in server/network team if there is a high severity issue
- Remote Desktop into users computer to troubleshoot issues related to common issues like IP conflict errors, or basic application issues such as MS Office & LYNC issues
- Assist user to install software from SCCM/SMS list
- Assist user to repair/refresh SCCM/SMS list
Customer Service
Superkad Service Sdn Bhd
08.2009 - 06.2010
- Company Overview: Shell
- Provide product information and sales support to field/distribution sales organization
- Manage, help generate and qualify as well as process sales leads
- Also responsible for maintaining customer, prospects and competitor databases
- Maintaining existing business through outbound calls and follow up on incoming call
- Maintain revenue goals by quarter and year to date
- Handles all service inquiries [telephone and mail]
Customer Service Representative
Sapura Marketing Sdn Bhd
07.2007 - 07.2009
- Company Overview: Esso Mobil Program
- Provide product information and sales support to field/distribution sales organization
- Manage, help generate and qualify as well as process sales leads
- Also responsible for maintaining customer, prospects and competitor databases
- Maintaining existing business through outbound calls and follow up on incoming call
- Maintain revenue goals by quarter and year to date
- Handles all service inquiries [telephone and mail]
Education
Higher Secondary/STPM/"A" Level/Pre-U - Humanities/Liberal Arts
SMK Raja Shahriman
Perak01-2002
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Data entry
Multitasking
Personal Information
Age: 40
Date of Birth: 07/27/84
Gender: Female
Nationality: Malaysia
Marital Status: Single
Timeline
Service Desk Technical Support
Eats365 Sdn Bhd
09.2024 - 10.2024
Sr. Asso-Technical Support
Tech Mahindra
09.2017 - 06.2024
Software Deployment Engineer
DXC Technology
08.2015 - 09.2017
Technical Solutions Rep V
Hewlett-Packard Company
06.2010 - 07.2015
Customer Service
Superkad Service Sdn Bhd
08.2009 - 06.2010
Customer Service Representative
Sapura Marketing Sdn Bhd
07.2007 - 07.2009
Higher Secondary/STPM/"A" Level/Pre-U - Humanities/Liberal Arts
SMK Raja Shahriman