Norafzan Binti Abdul Rahman
IT Specialist (Team Leader)
Cheras, Selangor,10
Summary
Results-driven IT Specialist with expertise in IT & also HR troubleshooting, application support, and information security. Proven track record in implementing effective IT solutions and mentoring junior staff to enhance team capabilities.
Diligent Team Lead with robust background in IT support and systems management. Proven track record of implementing efficient solutions to enhance system performance and user experience. Demonstrated expertise in network security and problem-solving in dynamic environments.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Specialist
HCL Technologies Malaysia
Technology Park Malaysia, Kuala Lumpur
10.2015 - Current
- Implemented IT solutions to enhance system performance and user experience.
- Managed technical support operations, resolving issues efficiently for diverse client needs.
- Mentored junior staff, fostering skill development and knowledge sharing within the team.
- Coordinated with stakeholders to align IT strategy with business objectives and initiatives.
- Analyzed system performance metrics to identify areas for improvement and optimization.
- Established best practices in IT security protocols, ensuring data integrity and compliance standards.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
Helpdesk Engineer
TATA Consultancy Sdn. Bhd.
Technology Park Malaysia
05.2013 - 08.2015
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Diagnosed and resolved network connectivity problems, enhancing user productivity.
- Collaborated with cross-functional teams to implement IT solutions that improved service delivery.
- Managed ticketing system to track incidents and prioritize support requests efficiently.
Helpdesk Support Engineer
IBM Malaysia
Cyberjaya, Selangor, Malaysia
05.2010 - 05.2013
- Diagnosed and resolved hardware and software issues for end-users, ensuring minimal downtime.
- Provided technical support via phone, email, and chat, enhancing customer satisfaction.
- Collaborated with cross-functional teams to streamline IT processes and improve service delivery.
- Documented troubleshooting procedures and knowledge base articles for future reference and training purposes.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
Education
High School Diploma -
MANAGEMENT SCIENCE UNIVERSITY
Shah Alam, Selangor, Malaysia08-2007
Skills
- IT troubleshooting
- IT documentation
- Information security
- Application support
- ITIL framework
- Troubleshooting and Diagnostics
- Issue escalation
- Access issue resolution
- Technical support
Certification
- Certified ITIL V4, [PEOPLECERT] * NOV2024 -NOV 2027
Timeline
IT Specialist
HCL Technologies Malaysia
10.2015 - Current
Helpdesk Engineer
TATA Consultancy Sdn. Bhd.
05.2013 - 08.2015
Helpdesk Support Engineer
IBM Malaysia
05.2010 - 05.2013
High School Diploma -
MANAGEMENT SCIENCE UNIVERSITY