Nurul Ashnida Binti Nazlan

• Conducted comprehensive asset discovery to identify hardware and software assets within the organization via asset discovery.
• Ensured the accuracy and integrity of asset data in the Configuration Management Database (CMDB).
• Generated detailed reports on asset status, utilization, and lifecycle for management review.
• Identified and implemented improvements to ITAM processes to enhance efficiency.
• Prepared for internal and external audits by maintaining accurate asset records and documentation.
• Assisted in developing and enforcing ITAM policies and procedures.
• Conducted training sessions for employees on ITAM processes and tools.

Achievements:

• Enhanced all manual processes (around 6 processes) and embedded them into the flow for the service catalog via ServiceNow, resulting in streamlined operations, increased efficiency, and improved user experience.
• Involved end-to-end in the ServiceNow project, which aimed to implement new ITSM/ITAM tools using ServiceNow, ensuring a smooth transition, seamless integration, and successful deployment of the new system.
• Managed to complete the transition from manual Excel for asset inventory into ServiceNow, streamlining processes, enhancing data accuracy, and improving overall efficiency within the IT asset management system
• There are no audit findings related to IT assets, demonstrating our compliance and effectiveness in managing and maintaining accurate asset records.
• Streamlined internal processes with the development of comprehensive asset management procedures.

• Performed frontline customer service role in providing standard IT services to the Bank’s users, including management, tracking, resolution and reporting of IT incidents/problems and service requests
• Ensure service level agreements are adhered to and reviewed on a regular basis for service excellence
• Reviewed technology refresh or any upgrade plans to the existing IT service management infrastructure
• Conducted feasibility study on ITSM technology platforms, map them against business requirements and identify cost-effective, emerging ICT solutions that best meet the business intent
• Performed business requirements assessment and translate into technical specifications, handled procurement of ITSM solutions and managed all related budget
• Reviewed and ensure up-to-date all IT Asset inventory via centralized ITSM Solution and conduct regular inventory verification exercise
• Assessed, communicated and ensure prioritized mitigation of operational risk in relation to service management
• Improved user awareness and productivity through regular and continuous ICT technology updates and knowledge sharing by collaborating with internal stakeholders for timely implementation of end user ICT solutions
• Managed vendors effectively to ensure solutions and services are delivered on time and in accordance with the scope and service defined in the maintenance agreement
• Achievements: Reduced the backlog tickets to 70% by escalating all the tickets and requested resolver team to action on all backlog tickets immediately
• Received recognition from management
• Implemented new onboarding process which improved the duration process from 1-2 weeks to 5 days
• Introduced 3 strike-rules to following up with users towards ticket closure which reduced the backlog tickets

• Supervised, coordinated, and maintained on a daily basis, the levels of service agreed with and expected by the client (Service Level Agreement (SLA) or equivalent documents)
• The first Service Management contact point for the delivery organization for all the 'operational activities of the customer'
• Responsible for leadership and operational for the resources allocated to the clients
• Trained as the client’s focal for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintained and reinforced the quality of these operational contacts
• Owned the operational Service or Client documentation used within the delivery organization and provided updates
• Participated in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the DPE (Delivery Project Executive) in the service status meetings held with the client
• Raised requirements to the relevant delivery organization functions in order to improve efficiency
• Provided the DPE with reports on workload monitoring
• Participated in contractual client meetings upon the DPE's request
• Supported the DPE in the establishment of client satisfaction measurements with regard to due services
• Ensured the coherence of the backup and data recovery plan
• Achievements: Reduced the backlog tickets to 50% by escalating all the tickets and requested resolver team to action on all backlog tickets immediately
• Received recognition directly from the client (WPP), Service Delivery Manager (SDM) and Delivery Project Executive (DPE)
• Performed analysis to resolved all escalated tickets within 3 days and received recognition from the client (WPP), Service Delivery Manager (SDM) and Delivery Project Executive (DPE)
• Assisted clients on several critical issues which could have impacted business, and managed to ensure the issues are resolved, hence, the business was not impacted and ran smoothly
• Managed to be a focal for AUNZ Subregion and delegated work accordingly to the team members
• Developed the VBA programming in Microsoft Excel macro automation for the daily segregation files which reduced time consumed from 1 hour to 15-20 minutes
• Strong Communication skills facilitates high level of collaboration among co-workers and other teams

• Supervised, coordinated and maintained on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided
• The first Service Management contact point for the delivery organization for all the 'operational activities of the customer'
• Responsible for leadership and operational for the resources allocated to the clients
• Trained client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions which maintained and reinforced the quality of these operational contacts
• Owned the operational Service or Client documentation used within the delivery organization and provided the update
• Updated the hardware and software inventories in accordance with asset management processes
• Participated in service status meetings of the delivery organization, provided information and analysed related to the services delivered to the client and support the DPE in the service status meetings held with the client
• Raised requirements to the relevant delivery organization functions which improved efficiency
• Provided the DPE with reports on workload monitoring
• Participated in contractual client meetings upon the DPE's request
• Obtained the DPE's agreement to provide additional resources which may affect costs
• Supported the DPE in the establishment of client satisfaction measurements with regard to due services
• Ensured the coherence of the backup and data recovery plan
• Performed Data Mapping using Microsoft Access
• Achievements: Improved the SQL scripting in Microsoft Access which reduced the time to generate the report from 5 hours to 3 hours daily
• Performed analysis to each of the reports and provided which area need to be improved to increase the SLA percentage to 96% every month
• Enhanced reporting template for more comprehensive view for the client
• In return, client was very pleased and appreciated the enhancement

• Provided Business Analysis function within Sales Operations Delivery Business Operations
• Co-ordinated the compilation of business review packages, Rated and Shared reporting/analysis, general reporting and validated inputs for forecast cycle, analysed data and suggested improvement recommendations
• Trained lead in providing the following support to Business Operations Manager and Senior Business Analysts
• Facilitated elements of business unit management review processes and system and provided operational support for elements within a business unit, including revenue and profit performance analysis, account growth and erosion analysis, financial performance, gaps, key initiatives
• Achievements: Achieved 100% accuracy rate in producing the business review packages, and Rated and Shared reporting
• Managed coordinating meeting with 3+ corporate executive per day while performing reporting task

• Monitored a high number of Incoming queues for new hire/loaning asset to be dealt with
• Notified the cloning center to Assign new Thinkpad to the new hire on the day they sign in
• Managed the old and new assets to be in order and in place
• Make sure there are enough Thinkpad to be deploy and send the old Thinkpad to disposal
• Performed Data Mapping in daily task
• Achievements: Achieved 98% of accuracy rate in providing the assets on time for the new hire / loaning asset
• Managed to inform the cloning center to prepare the assets for the new hire/ loaning on time
• Achieved 98% of accuracy rate of the details of the machines such as serial number and the location in the cloning center

• Customized, managed and safeguard the end user software platforms
• Implemented and customized commercial Independent Software Vendor (ISV) packages such as CRM, ERP, Finance, Accounting, or vertical industry-specific packages
• Achievements: Completed the packaged within the SLA (3 days or above) successfully
• Managed to complete 2 tasks in a week time