NORHAYATI BINTI ABDUL RAHIM

• Applications Managed: Oracle PeopleSoft Financial Supply Chain Management System, Oracle PeopleSoft Campus Management System, Timetabling Information Management System, HRMS, Online Assessment System, EDUCORES, Grant Management System, RiskMan, Clinical Information System, Sharepoint
• Specialization: Delivers second-level support across incident, problem, and change management processes while driving IT service delivery, resource planning, project coordination, and vendor relationship management.
• Key Clients: Internal stakeholders, including IMU staff and students.
• Team Management: Lead a dynamic team of 7

KEY ACHIEVEMENTS

• Restructure, manage and recruit suitable manpower to provide continuous responses and resolution for customer’s satisfaction.

Successfully Project deliverables:

• Automation (Integration) – Reducing manual data entry. Claimex for staff cashless transactions and the TIMS-EDUCORES integration, which enables lecturer ratings.
• Forms automation.
• SLIM Program Enrollment – Tracking student progress.
• Clinical Information System – An integrated healthcare solution that tracks patients from registration through to billing.

JOB RESPONSIBILITIES

Application Maintenance & Support

• Lead cross-functional teams in delivering enterprise application support services, consistently achieving high performance against incident and change management SLAs.
• Oversaw strategic planning and execution of software upgrades and critical bug fixes, ensuring platform stability, security, and business continuity across core systems.
• Identified and led initiatives to optimize systems and workflows by aligning business needs with scalable technology solutions, enhancing operational efficiency.
• Developed leadership capabilities within the team by setting strategic performance objectives, providing ongoing coaching, and fostering a results-driven culture.

Project Management

• Led the successful end-to-end implementation of educational technology projects, managing everything from user requirements gathering to design, development, UAT, training, and full-scale rollout.
• Delivered strategic leadership to cross-disciplinary teams, facilitating milestone meetings and presenting impactful solution recommendations to the Steering Committee to enhance learning outcomes.
• Monitored project progress closely, ensuring alignment with educational goals, timeline, and quality standards; proactively resolving issues and keeping stakeholders informed with clear, concise progress reports.
• Directed the creation of technical documentation, user guides, and conducted targeted training sessions to ensure seamless adoption of new systems by educators and students.
• Collaborated closely with vendors, procurement teams, and legal departments to ensure alignment on project scope, master agreements, and contractual terms, ensuring smooth project execution and compliance.

Vendor Management

• Oversee vendor relationships to ensure strict adherence to service level agreements (SLAs) and timely delivery of services.
• Collaborate effectively with vendors to develop and implement innovative, solutions-driven approaches that address business needs.

Risk and Audit Compliance

• Periodic review on audit items to ensure compliance against ITS policies and procedures.
• Plan, execute and track implementation and closure of audit recommendations.
• Review and update ITS policies and procedures.

• Applications Managed: LIS (Laboratory Information System), CRM, Google Forms
• Specialization: Manage IT operations, infrastructure, and application support across 80 sites under Gribbles, Quantum, and Clinipath, supporting over 700 users nationwide
• Key Clients: All Gribbles, Quantum Diagnostics and Clinipath
• Team Management: Lead a dynamic team of 6

KEY ACHIEVEMENTS

• Maintained 97%+ uptime across 80 sites, ensuring uninterrupted IT services for over 700 users.
• Improved LIS support response times by 40%, reducing lab downtime and service delays.
• Upgraded network and server infrastructure, reducing downtime by 30% and boosting overall system performance.
• Built and developed a strong IT team, improving performance and reducing staff turnover.

JOB RESPONSIBILITIES:

• Managed daily IT operations, infrastructure, and support services across all sites, ensuring high system availability and minimal downtime.
• Oversaw procurement and lifecycle management of IT assets and software, aligning with operational and cost-efficiency goals.
• Manage application support of Laboratory Information Systems (LIS), including incident, problem, and change management.
• Liaised with department heads and stakeholders to address IT requirements and service delivery expectations.
• Developed and controlled annual IT CAPEX and OPEX budgets to align with strategic business priorities.
• Managed vendor relationships and performance for both infrastructure and applications.
• Supervised and developed a high-performing IT team of 6, overseeing recruitment, training, and performance management.

• Applications Managed: ERP Systems (BCC Enterprise, Pegasus), IAS (Invoice Approval System), Readsoft (Automated Invoice Processing), ServiceNow
• Specialization: Managed the shared service center, providing second-level support for business system applications across the APAC region, ensuring the seamless delivery of IT services to a diverse group of end users
• Key Clients: All APAC Re:Sources and brands such as Leo Burnett, Saatchi & Saatchi, Publicis, Starcom, Zenith Optimedia, Vivaki, and BBH across 47 sites in 10 countries, serving approximately 8,000 end users
• Team Management: Lead a dynamic team of 11, with staff across Malaysia (8), Philippines (2), and Vietnam (1)
• Highlighted Project Deliverables: Domain Lion Live Server Migration (BCC Enterprise): Successfully migrated the BCC Enterprise system across all APAC countries, supporting the internal Re:Sources and brands.

KEY ACHIEVEMENTS

• Regional Service Delivery: Managed 2,200+ monthly incidents within SLA, ensuring application availability and performance across all APAC operations.
• System Consolidation: Spearheaded APAC-wide migration of Domain Lion Live (BCC Enterprise) with coordinated stakeholder testing and communication.
• Vendor Optimization: Strengthened partnerships with international software vendors, improving SLA compliance and reducing system downtime.

JOB RESPONSIBILITIES:

• Manage APAC shared services model for business applications, ensuring SLA compliance and operational continuity.
• Led system upgrades, user onboarding, and master data management (clients, products, campaigns, suppliers).
• Collaborated with external vendors to resolve software bugs and deliver functional enhancements.
• Partnered with business stakeholders to define system requirements and manage changes across regional teams.
• Ensured full audit compliance in application access and administration processes.
• Supported implementation and communication of patches and upgrades across countries.

• Applications Managed: Total Hospital Information System (FiSicien, eTHIS, Posting, CBS-Customer Billing System, Journal Entry), eSCIS Products (DMS, LMS, etc.) and AMLA (Anti Money Laundering System)
• Specializations: First Level Support (Incident, Problem, and Change Management), IT Service Delivery and Resource Planning Management
• Key Clients: Private: Pantai-Parkway Group Hospitals (10 sites), UMSC Public: Putrajaya Hospital, National Cancer Institute, Hospital Sultanah Nur Zahirah, Putrajaya Clinic Corporate: SIRIM, BMMB
• Team Management: Lead a 59-member IT team across four key locations, including HQ (16), HSNZ (23), PJH (10), and NCI (10), ensuring consistent performance and service delivery.

KEY ACHIEVEMENTS

• Established Software Support Department (2012), introducing standardized processes for incidents, problem, and change management across multiple hospital software systems.
• Cleared 1,687 legacy support issues in the first year, restoring service efficiency and increasing client satisfaction.
• Resolved 3,300+ customer cases over two years (2013–2014), maintaining >95% SLA compliance.
• Designed full support methodology, including release management and team roles, improving quality and accountability.
• Developed strategic roadmap and KPIs for the department, driving operational maturity and continuous improvement.

JOB RESPONSIBILITIES:

• Incident & First-Level Support: Led a dedicated support team to resolve application issues (setup, workflow, bugs), ensuring RCA and SLA-aligned resolutions.
• Bug Fixes & Change Requests: Directed validation and deployment of fixes and CRs, ensuring smooth, risk-managed updates across hospital systems.
• Team & Resource Management: Supervised 59 support personnel; managed recruitment, training, scheduling, and performance development.
• Client Engagement & SLA Compliance: Maintained strong client relationships and ensured SLA targets were met or exceeded for private and public clients.
• Cross-Team Collaboration: Partnered with development teams to address root causes, deliver system enhancements, and reduce recurring issues.
• Go-Live & Implementation Support: Orchestrated onsite support teams during system implementations, ensuring seamless transitions and end-user readiness.
• Tender & Proposal Support: Provided technical input for Operation & Maintenance (O&M) tenders, contributing to successful bids and contract renewals.

• Applications Managed: Total Hospital Information System (Patient Management, Ordering&Result Reporting, Medical Record, Bed Management, Patient Billing/Cashiering, Consultant Fees, AR, AP, Cash Management, System and Security Setup)
• Specializations: Provides support (incident, problem and change management), Project Management, IT Service Management, IT Service Delivery
• Key Clients: KPJ Healthcare Berhad Group Hospitals)- Approximately 6000 end users, Klinik An Nur and KPJ Subsidiaries Company.

KEY ACHIEVEMENTS

• Awarded Best IT Group of the Year (2002) for outstanding performance and project delivery.
• Successfully deployed Total Hospital Information System (HITS) across 15 hospitals within timeline, ensuring cross-department integration.
• Led implementation of Nursing Standardization Codes, contributing to significant revenue growth.
• Integrated PM Care & Medijaring insurance billing, automating payments and reducing manual processing.
• Implemented E-Cheque Supplier Payment with HSBC, transitioning finance to a paperless system.

JOB RESPONSIBILITIES:

• Provided expert Level 3 support, troubleshooting complex issues, ensuring 100% resolution, and training end users.
• Managed bug fixes, system enhancements, and smooth deployment through rigorous testing and validation.
• Delivered end-user training and optimized workflows to improve system adoption and efficiency.
• Reported weekly to CIO and escalated critical issues to senior management for timely resolution.
• Led support teams, defined project scopes, assigned tasks, tracked progress, and ensured SLA compliance.
• Oversaw HIS system setup, testing, user training, and go-live support across multiple hospitals.
• Collaborated with subsidiaries to gather business requirements and align technical solutions.
• Monitored system performance to maintain operational stability and prevent disruptions.
• Coordinated cross-functional teams, vendors, and users to align project delivery with business needs.
• Supported enterprise-wide HIS initiatives across 20+ hospitals to standardize IT services.
• Maintained project documentation, resource plans, and managed concurrent projects on time and budget.
• Analyzed user feedback to initiate change requests, enhancing system functionality and satisfaction.