Summary
Overview
Work History
Education
Skills
Websites
Certification
References
CONTACT
Languages
Timeline
Generic
NUR FARAHIYAH BINTI ZAINAL AZIZAN

NUR FARAHIYAH BINTI ZAINAL AZIZAN

SHAH ALAM

Summary

Dynamic Service Desk Engineer with over eight years at Hitachi Sunway Data Centre Services, excelling in incident management and user account administration. Proven expertise in Active Directory and a strong commitment to customer service, consistently resolving complex technical issues and enhancing user satisfaction through effective problem-solving strategies.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Desk Engineer

M1 Digital Labs. Sdn Bhd
11.2024 - Current
  • User Support: Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
  • Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
  • Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
  • Customer Service: Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
  • Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
  • Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
  • Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
  • Hardware and Software Setup: Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
  • Password Reset: Assist users with password resets and account unlocks in accordance with security policies.
  • Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.
  • Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.
  • Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.
  • Application Support: Ability to identify and isolate issues, as well as gather information.
  • Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
  • Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.
  • Able to work with minimal supervision.
  • Email Maintenance Communication: Draft and disseminate email broadcasts regarding maintenance activities, ensuring prior approval from the management team.

Service Desk Analyst

Hitachi Sunway Data Centre Services Sdn Bhd
01.2013 - 07.2021
  • Over eight years of experience as a Service Desk Analyst at Hitachi Sunway Data Centre Services SDN.BHD with a proven track record in incident management and service request handling.
  • Proficient in utilizing ticketing systems like TSRM and Remedy, ensuring accurate incident classification and resolution tracking.
  • Adept at providing remote support to internal departments and external customers, specializing in troubleshooting Windows, Microsoft Office, and various software applications.
  • Skilled in user account management using Microsoft Office 365 and Active Directory, including mailbox administration and mobile device management.
  • Capable of handling SharePoint requests, granting user permissions, and resolving minor issues related to SharePoint and OneDrive.
  • Experienced in troubleshooting and configuring Microsoft applications, including MS Office Suite and Outlook.
  • Knowledgeable in antivirus maintenance, including remote updates of Bitdefender Antivirus on customer laptops.
  • Proficient in performing DNS changes for both internal departments and external customers.
  • Highly organized with a strong commitment to documenting and tracking incidents through ticketing systems.
  • Proactive in addressing high-priority incidents related to servers, networks, and more, ensuring timely updates to customers.
  • Successfully resolved complex technical issues for end-users through in-depth troubleshooting and research.
  • Escalated a critical issue to the next level of support when initial troubleshooting efforts failed to resolve the problem, ensuring adherence to SLAs and minimizing downtime.
  • Collaborated with the Network Engineering team to expedite resolution and communicate progress updates to the customer, ensuring a high level of customer satisfaction.
  • Ensure that users' identities are verified before granting access to sensitive systems or data.
  • Promptly report any suspicious activities or security incidents to the appropriate teams or authorities.
  • Encourage strong password practices and assist users with password resets to prevent unauthorized access.
  • Handling of onboarding and offboarding new hires for Private company and Government sector as well for internal new hired staff
  • Email Maintenance Communication: Draft and disseminate email broadcasts regarding maintenance activities, ensuring prior approval from the management team.

Junior Web Admin

Directd Retail & Wholesales Sdn Bhd
07.2012 - 11.2012
  • Dedicated and Customer-Centric Sales Professional
  • Results-oriented sales professional with a strong background in selling mobile phones and accessories, both in physical retail settings and through online channels. Adept at understanding customer needs, promoting products effectively, and resolving technical issues.
  • Successfully marketed and sold mobile phones and accessories to walk-in and online customers, consistently exceeding sales targets.
  • Managed the online presence of products by uploading phone templates on mudah.com and lelong.my, enhancing the company's digital footprint and reach.
  • Proactively engaged with customers through calls and messaging to promote new phone models and ensure a personalized shopping experience.
  • Demonstrated technical acumen by providing troubleshooting support for phone application issues, resolving complex problems efficiently.
  • Contributed to customer satisfaction by updating software and optimizing phone performance, removing unnecessary applications.

Technical Support Internship

Jabatan Pendidikan Kuala Terengganu
01.2012 - 04.2012
  • Diligent and Tech-Savvy Technical Support Intern
  • During my internship at Jabatan Pendidikan Kuala Terengganu, I gained valuable experience in providing technical support and maintaining computer systems. My responsibilities included:
  • Responding promptly to IT requests from internal staff, ensuring their technical issues were addressed efficiently.
  • Conducting minor repairs on PCs and laptops, resolving hardware issues to minimize downtime.
  • Assisting technicians with PC maintenance tasks, following their guidance to ensure optimal system performance.
  • Installing and uninstalling software on staff PCs and laptops, maintaining up-to-date software libraries.
  • Updating drivers and performing Windows updates on staff PCs and laptops to enhance security and functionality.

Internship

Computer Systems Adviser (M) SDN.BHD
01.2006 - 05.2006
  • Executed scheduled PC maintenance procedures in strict adherence to company guidelines, ensuring optimal system performance.
  • Delivered exceptional technical support and troubleshooting assistance for a wide range of hardware devices, including PCs, laptops, and printers.
  • Demonstrated commitment to customer satisfaction by promptly addressing and resolving technical issues on-site, ensuring minimal disruption to operations.

Education

Diploma - Information Technology

College Polytechmara Batu Pahat
Johor
01.2012

Certificate - Information Technology

Politeknik Kota
Kuala Terengganu
01.2007

Skills

  • Citrix StoreFront
  • Documentation management
  • Domain name system
  • Microsoft 365 suite
  • Active Directory administration
  • Exchange server management
  • Windows and Linux server management
  • User account management
  • Virtualization technologies
  • Cybersecurity practices
  • Technical proficiency
  • Customer service expertise
  • Problem solving strategies
  • Time management skills
  • Team collaboration

Certification

  • ITIL (Information Technology Infrastructure Library) April 2014
  • Cybersecurity Threat Management Masterclass
  • Cybersecurity Masterclass Jobs and Skills.

References

  • Azlan, Bin Ahmad, IT Engineer, azlana@hitachi-sunway-is.com, +6013-367 7527, Colleague
  • Soung, Pei Chien, Team Lead NOC, peichien.soung@asiapac.com.sg, +6013-367 7527, Colleague

CONTACT

  • PHONE: 6019-8457367
  • LINKEDIN: https://www.linkedin.com/in/nur-farahiyah-zainal-azizan/
  • EMAIL: nurfarah@outlook.my

Languages

Malay
First Language
English
Proficient (C2)
C2

Timeline

Service Desk Engineer

M1 Digital Labs. Sdn Bhd
11.2024 - Current

Service Desk Analyst

Hitachi Sunway Data Centre Services Sdn Bhd
01.2013 - 07.2021

Junior Web Admin

Directd Retail & Wholesales Sdn Bhd
07.2012 - 11.2012

Technical Support Internship

Jabatan Pendidikan Kuala Terengganu
01.2012 - 04.2012

Internship

Computer Systems Adviser (M) SDN.BHD
01.2006 - 05.2006

Diploma - Information Technology

College Polytechmara Batu Pahat

Certificate - Information Technology

Politeknik Kota

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