Nurul Assyqeen Borhan
Sr Assoc Tech Support
Seri Kembangan
Summary
Accomplished Senior Technical Support Associate with a 13-year track record in delivering top-tier support in network infrastructure and managed services. Demonstrated leadership as a Team Lead for 2 years, overseeing operations for Managed Internet Services (MIS) and Router, Switch, and Load Balancer (RSLB) systems. Recognized for optimizing service reliability, mentoring teams, and ensuring seamless connectivity in large-scale environments. CCNA Certified
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Team Lead – Service Experience Specialist
AT&T Worldwide Network Services
01.2023 - 06.2025
- Oversaw service experience across customer support channels, ensuring positive engagement and technical excellence.
- Implemented service improvement initiatives that boosted customer satisfaction scores.
- Liaised with cross-functional teams to resolve high-impact incidents and enhance service reliability.
- Led performance reviews and training programs to elevate service delivery standards.
Senior Associate – Technical Support
AT&T Worldwide Network Services
06.2013 - 06.2025
- Delivered high-level technical support for enterprise clients across regional networks.
- Managed MIS infrastructure and RSLB configurations, supporting reliable connectivity and service uptime.
- Created technical documentation and troubleshooting guides to enhance internal knowledge sharing.
- Collaborated across teams to uphold service SLAs and drive customer satisfaction.
Staff Associate – Technical Support
AT&T Worldwide Network Services
10.2011 - 05.2013
- Supported day-to-day technical operations across network services and client infrastructure.
- Handled initial diagnostics, ticket triaging, and service requests for Managed Internet Services (MIS).
- Assisted senior engineers in configuring and documenting RSLB (Router, Switch, Load Balancer) setups.
- Gained foundational experience in IT support, networking protocols, and customer service delivery.
Education
Bachelor of Science (Hons) - Data Communication & Networking
University Technology MARA (UiTM)
01.2008 - 01.2011
Skills
- Managed Internet Services (MIS)
- Router, Switch & Load Balancer Configuration (RSLB)
- Network Infrastructure Support
- Incident Management & Resolution
- SLA Compliance & Monitoring
- Team Leadership & Coaching
- Technical Documentation
- Escalation Management
- Monitoring performance metrics
Certification
Cisco Certified Network Associate (CCNA)
References
Haizrul Izwan Khalid haizrul@gmail.com
AT&T Worldwide Network Services
+6017-236 0559
Azril Zul Mukhshar azrilzm@gmail.com
AT&T Worldwide Network Services
+6013-341 5443
Timeline
Team Lead – Service Experience Specialist
AT&T Worldwide Network Services
01.2023 - 06.2025
Senior Associate – Technical Support
AT&T Worldwide Network Services
06.2013 - 06.2025
Staff Associate – Technical Support
AT&T Worldwide Network Services
10.2011 - 05.2013
Bachelor of Science (Hons) - Data Communication & Networking
University Technology MARA (UiTM)
01.2008 - 01.2011
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