Normila Idiani Idris
Kuala Lumpur,Wilayah Persekutuan
Summary
Results-driven IT professional with 20+ years of experience in IT Service Management, Asset & Digital Content Management, and Technical Support. Adept at leading teams, optimizing processes, and driving service excellence, ensuring efficiency, cost savings, and high customer satisfaction. Proven ability to develop and implement strategies that align IT services with business objectives. Strong stakeholder management skills, collaborating with cross-functional teams to enhance IT operations and service delivery. Passionate about mentoring teams, leading change initiatives, and fostering a culture of continuous improvement.
Overview
22
22
years of professional experience
Work History
Campaign Services Coordinator (Asset Management)
Adstream (now Extreme Reach)
09.2024 - Current
- Lead global digital asset management operations, ensuring seamless organization, retrieval, and distribution of assets for high-profile clients.
- Drive process optimization initiatives, increasing operational efficiency and reducing retrieval time by X%.
- Act as a key liaison between clients and internal teams, ensuring compliance with brand guidelines and improving service delivery.
- Mentor and train internal teams on best practices for asset management and quality control.
- Collaborate with Sales, Product, and Engineering teams to enhance service offerings, improving customer experience.
Technical Support Expert (Platform Team)
Adstream (now Extreme Reach)
08.2023 - 09.2024
- Managed Level 2 technical support operations, resolving X+ complex system issues per month related to platform integrations and digital asset management.
- Conducted root cause analysis, implementing proactive fixes that reduced recurring system issues by X%.
- Improved system stability and workflow automation, leading to an X% reduction in service downtime.
- Developed knowledge-sharing programs, enhancing junior staff technical expertise and response efficiency.
- Worked closely with DevOps and Agile teams to drive performance improvements and scalability initiatives.
Service Level Manager
Adstream (now Extreme Reach)
08.2021 - 07.2023
- Designed and implemented Service Level Agreements (SLAs), ensuring 100% compliance with contractual KPIs.
- Led a cross-functional team of X members, improving service response times by X% and reducing escalations.
- Spearheaded process automation, resulting in a 30% reduction in resolution times and increased customer satisfaction.
- Conducted monthly performance reviews with business stakeholders, aligning service strategies with organizational goals.
- Implemented a new ITSM system, streamlining ticketing, incident tracking, and reporting for better decision-making.
Technical Support Expert (Print & Premium Teams)
Adstream (now Extreme Reach)
08.2017 - 07.2021
- Managed print and digital asset workflows, optimizing production processes for X+ global clients.
- Led escalated support operations, improving issue resolution efficiency by X%.
- Developed and delivered client training programs, enhancing product adoption and reducing errors by X%.
Assistant Manager, IT Service Desk
Valyou Sdn Bhd
12.2016 - 08.2017
- Led a 50+ user IT service desk, ensuring rapid incident resolution and adherence to SLAs.
- Implemented workflow automation, reducing ticket backlog by X% and improving first-call resolution rates.
- Provided strategic recommendations to senior leadership, optimizing helpdesk efficiency and service quality.
Application Engineer (Project Manager)
IFC
02.2013 - 11.2016
- Led end-to-end IT integration projects, delivering solutions on time and within budget.
- Managed stakeholder expectations and cross-functional teams, ensuring seamless project execution.
Customer Engineer (Team Lead)
IBM
07.2003 - 01.2013
- Led hardware support teams, ensuring optimal system performance for enterprise clients.
- Developed training programs, improving staff technical capabilities and customer service delivery.
Skills And Expertise
Leadership & Management
✔ Team Leadership & Development – Managed and mentored diverse teams, fostering high performance.
✔ Strategic Planning & Execution – Aligning IT services with business goals for operational excellence.
✔ Stakeholder & Relationship Management – Engaging with executives, clients, and cross-functional teams.
✔ Change & Risk Management – Driving innovation while mitigating risks and ensuring seamless transitions.
IT Service & Operations
✔ Service Level Management (SLAs, ITIL Best Practices) – Ensuring compliance and continuous improvement.
✔ Incident & Problem Management – Troubleshooting, root cause analysis, and system optimization.
✔ Process Improvement & Automation – Implementing changes that drive efficiency and cost savings.
✔ Asset & Digital Content Management – Managing IT assets and digital workflows for maximum impact.
Technical Proficiency
✔ Enterprise IT Support & Infrastructure – Managing platforms, system integrations, and network operations.
✔ IT Helpdesk & Technical Support Leadership – Enhancing service delivery and issue resolution.
✔ Digital Asset Management & Workflow Optimization – Ensuring seamless content operations.
Certifications And Education
- Advanced Diploma in Information Technology – MARA
- Quality Management System ISO 9001:2008 – IBM
Honors & Awards
🏆 Adstar Award for Client Focus – Adstream (Extreme Reach) (2019)
Recognized for improving customer satisfaction, service efficiency, and proactive issue resolution.
🏆 Maintenance & Managed Services, Director Award – Mesiniaga Berhad (2009)
Awarded for exceptional service delivery, process optimization, and customer engagement.
Timeline
Campaign Services Coordinator (Asset Management)
Adstream (now Extreme Reach)
09.2024 - Current
Technical Support Expert (Platform Team)
Adstream (now Extreme Reach)
08.2023 - 09.2024
Service Level Manager
Adstream (now Extreme Reach)
08.2021 - 07.2023
Technical Support Expert (Print & Premium Teams)
Adstream (now Extreme Reach)
08.2017 - 07.2021
Assistant Manager, IT Service Desk
Valyou Sdn Bhd
12.2016 - 08.2017
Application Engineer (Project Manager)
IFC
02.2013 - 11.2016
Customer Engineer (Team Lead)
IBM
07.2003 - 01.2013
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