Muhammad Faiz Bin Saharani

• Manage and support Oysta devices for elderly and vulnerable users, ensuring reliable connectivity with SOS contact centre.
• Configure devices and user accounts in the Intellicare platform; process contract cancellations/terminations.
• Handle P1/P2 incidents, coordinate with Hosting/P&E teams, and document resolutions.
• Act as primary contact for device technical issues, including installations and signal refresh.
• Maintain and update Salesforce Knowledge Base to improve support efficiency.
• Supported other products such as Access Care Planning, Mosaic, and CM Provider.

Key Achievements:

• Contributed to faster incident resolution through effective cross-team collaboration.
• Enhanced device reliability, supporting emergency response readiness for end-users.

• Implemented Active Directory and Azure in client ID creation processes
• Resolve complex service, product, technical, and customer relation challenges
• Administer remote support concerning server, software, network drives, and Windows complications
• Contributed to team project and meetings emphasizing case management and KPI
• Examine issue priorities and work alongside designated team to implement solution
• Collaborate with Level 1 agents to ensure elevated customer satisfaction
• Collaborating with customers to promote comfort in performing daily functions

• Assisted in troubleshooting technical issues that affected website performance, collaborating with IT support teams when necessary.
• Coordinated with IT support to troubleshoot technical issues, minimizing downtime in the office.
• Coordinated IT support services for the office, addressing technical issues promptly while minimizing downtime for employees.
• Improved IT support efficiency, creating detailed documentation for common issues and solutions.

• Assist in administrative work under project management team
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Analyzed problems and worked with teams to develop solutions.
• Self-motivated, with a strong sense of personal responsibility.