NUR HAFIZAH BT ASMAN
Technical Support Level 2
Sungai Penchala, Jalan Damansara ,Kuala Lumpur
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Technical Support position. Ready to help team achieve company goals.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Seasoned Technical Support Executive skillfully leads troubleshooting and issue resolution. Over 10 years proficiently guiding IT problem fixes, outlining assessment standards, and promoting training initiatives. Skillfully directs critical maintenance services to streamline technology operations. Detailed assistance to escalate and address deployment miscalculations.
Overview
13
13
years of professional experience
Work History
Technical Support Executive
Fujifilm Business Innovation Sdn.Bhd.
10.2020 - Current
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Tracked KPIs and created continuous improvement plans.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Continuously updated personal knowledge of industry trends and advancements in order to provide accurate information to clients.
- Analyzed and developed service goals for in-bound call center.
- Implemented proactive monitoring solutions to identify potential issues before they escalated into larger problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
Customer Service Executive (XOS)
Fujifilm Business Innovation Sdn. Bhd.
07.2016 - 10.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
IT Support Analyst
Menara ExxonMobil Malaysia
10.2012 - 06.2016
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Representative
Telekom Malaysia
10.2011 - 10.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
Diploma In Information Technology - Information Technology
10.2011
- Member of Gabungan Pelajar Melayu Semenanjung (GPMS)
- CGPA: 3.3
Certificate In Information Technology - Information Technology
04.2009
- Awarded - Best Student for Certificate course in Information Technology
- CGPA: 3.5
Skills
Training and mentoring
Nric
900522-14-5308
Timeline
Technical Support Executive - Fujifilm Business Innovation Sdn.Bhd.
10.2020 - Current
Customer Service Executive (XOS) - Fujifilm Business Innovation Sdn. Bhd.
07.2016 - 10.2020
IT Support Analyst - Menara ExxonMobil Malaysia
10.2012 - 06.2016
Customer Service Representative - Telekom Malaysia
10.2011 - 10.2012
International Islamic University - Diploma In Information Technology, Information Technology
International Islamic University - Certificate In Information Technology, Information Technology
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