Norazlie Nordin

A senior Telecommunication Technical Officer with over 24 years of hands-on technical experience at Telekom Malaysia Berhad, specialising in access network, broadband, fiber optic and wireless technologies. Possess extensive practical expertise in fiber optic cable infrastructure, covering installation support, testing, troubleshooting, fault rectification, service restoration and major network recovery. Highly experienced in ADSL, SDSL, HSBB, UNIFI, 4G and 5G technologies, including handling critical mass outages impacting tens of thousands of customers.Telekom Malaysia Berhad, specialising in access network, broadband, fiber optic, and wireless technologies.

UNIFI / HSBB & 4G / 5G Troubleshooting (Current Role)

• Troubleshot UNIFI and HSBB issues including LOS, low optical power, intermittent connection and speed degradation
• Provided technical troubleshooting support for 4G & 5G connectivity and performance issues
• Conducted end-to-end fault isolation from customer premise to network level
• Prepared detailed technical reports for escalation, audit and continuous improvement
• Professional Justification:
  Modern telecommunication networks require strong understanding of optical, service and wireless layers supported by accurate documentation and RCA.
• Worked with personnel and managers to meet strict timelines.
• Maintained records and logs of work performed and materials and equipment used.
• Conducted thorough quality assurance checks on completed work, ensuring compliance with industry standards and client requirements.
• Provided onsite training to help develop employee skills.
• Provided clear communication to team members regarding goals, expectations, and individual responsibilities within the project scope.
• Enhanced site safety by implementing strict safety protocols and conducting regular inspections.
• Improved employee morale through consistent leadership support, fostering a positive working environment conducive to productivity.
• Managed procurement of materials to stay within budget, negotiating favorable terms with suppliers.
• Coordinated with contractors and teams for timely project completion, ensuring efficiency and quality.
• Negotiated with local authorities for necessary permits and licenses, ensuring legal compliance and project continuity.
• Leveraged technology to streamline project documentation, improving accessibility and organization.
• Supervised installation of critical infrastructure, ensuring adherence to technical specifications and standards.
• Ensured compliance with all regulatory requirements, keeping projects on track and avoiding penalties.
• Prepared and submitted reports on job progress and safety conditions to upper management.
• Investigated and reported on accidents, injuries and near-miss incidents.
• Communicated with stakeholders on job milestones.
• Troubleshooting UNIFI / HSBB services, including:
• Task Justification (Technical Specialist Level)
• 4G/5G support involves in-depth analysis of wireless network performance and precise technical escalation. Proper issue isolation—distinguishing between device-related, coverage-related, and network-related issues—is critical to prevent false fixes and unnecessary repeat faults.
• Fault restoration completed within SLA, with full verification conducted prior to case closure
• Reduction in repeat faults through accurate corrective and preventive actions
• Improved coordination with network and escalation teams via clear, structured, and technically sound reporting

Mass Fault Handling & Network Coordination

• Managed large-scale service outages affecting multiple customer segments
• Coordinated closely with NOC and network teams using SPAN NMS and related platforms such as Swift Portal
• Documented fault trends and conducted root cause analysis (RCA)
• Professional Justification:
  Effective coordination and RCA reduce downtime and prevent repeated large-scale incidents.
• Enhanced overall site safety by conducting thorough risk assessments and implementing appropriate control measures.
• Participated in industry events and conferences to stay informed of best practices in site safety management, applying relevant learnings to improve internal processes.
• Ensured proper use of personal protective equipment by workers, reducing the likelihood of injuries onsite.
• Enhanced system performance with regular system monitoring, troubleshooting, and optimization tasks.
• Documented and maintained technical specifications for SAP applications.

UNIFI Operations & End-to-End Troubleshooting

• Conducted end-to-end UNIFI troubleshooting covering CPE, access and network layers
• Verified service performance post-restoration (speed, stability and availability)
• Applied structured fault-handling workflow: triage, isolate, rectify, verify and close
• Professional Justification:
  Disciplined troubleshooting and verification prevent recurring faults and ensure long-term service quality.

HSBB Rollout Support (Fiber Optic Network)

• Provided technical support for HSBB service activation and verification
• Troubleshot fiber faults including LOS, low optical power, connector contamination and routing issues
• Coordinated with fiber infrastructure teams for service restoration
• Professional Justification:
  Optical network performance depends on accurate power measurement and connector hygiene to ensure service stability.

MSAN Operations & Network Optimisation MSAN Operations & Network Optimisation

• Supported MSAN troubleshooting and service migration activities
• Optimised copper termination and distribution to reduce attenuation and noise
• Prepared technical reports for escalation and corrective action
• Trained employees on various software programs to optimize their usage and increase overall productivity levels within the organization.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Managed life cycle replacement of hardware and software.
• Coordinated secure system access of users to various department systems and platforms.
• Supported MSAN troubleshooting and service migration activities
• Optimised copper termination and distribution to reduce attenuation and noise
• Prepared technical reports for escalation and corrective action
• Professional Justification:
  Systematic troubleshooting and proper documentation ensure traceability and audit-ready operations.

DSLAM & Stinger Equipment Operations

• Troubleshot DSLAM and Stinger issues including port failure, card alarms and configuration mismatch
• Performed end-to-end service testing from customer premise to network uplink
• Supported preventive and corrective maintenance of access equipment
• Professional Justification:
  Efficient handling of access equipment faults minimises mass service disruption and improves network availability.

Advanced Copper Troubleshooting & Broadband Stabilisation

• Rectified complex copper faults such as cross-talk, water ingress, faulty joints and DP issues
• Verified customer premise installation and modem configuration
• Coordinated with exchange teams to validate port status, profile and service stability
• Professional Justification:
  Accurate fault differentiation between premise, access network and equipment reduces MTTR and improves service reliability.

Copper Access Network & Basic Broadband (ADSL/SDSL)

• Performed installation and repair of copper access networks for customer premises
• Conducted basic ADSL/SDSL troubleshooting including no-sync, unstable connection, noise and low speed
• Carried out physical line testing (continuity, insulation, loop resistance, pair quality)
• Professional Justification:
  Strong access-layer troubleshooting ensures stable broadband performance and reduces repeat service faults.