Rabi’atul-Adawiyyah Hasubullah
Technical Consultant
Kuala
Summary
To deliver reliable and associate myself with an organization that provides a challenging, dynamic environment and an opportunity to implement IT solution to increase efficiency and productivity.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
2025
2025
years of professional experience
13
13
years of post-secondary education
Work History
Telstra Malaysia Sdn Bhd
5 2019 - Current
- To assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra
- Improvement of customer service experience
- Increase in customer service levels, high performing team, timely resolution of customer complaints
- Meet customer SLA, reduce MTTR, increase NPS, reduction in customer escalations
- Day to day running incident management with consistency, improve customer advocacy, efficiency of the overall 24x7 shift operations
- Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
- Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
- Work within a defined set of relevant product / network procedures, standards and practices
- Deliver outcomes by implementing a course of action identified from a general range of solutions
- Assist in providing technical support in the investigation and rectification of complex incidents
- Regular updates to customers with good English and email communications to narrate the faults into simpler language
- Require to work shifts, 24x7 Operations
Network Engineer
Singtel (Global Enterprise International Malaysia Sdn Bhd)
10.2015 - 05.2019
- Answer SingTel IPVPN and MS support calls within the targeted Service Level
- Provide First Call Resolution (FCR) technical support to SingTel Enterprise customers via phone and email
- Log reported faults into ticketing system
- Provide helpdesk support for general services
- Provide 1.5 indepth level troubleshooting for IPVPN and MS Services
- Manage proactive monitoring service within the targeted Service Level
- Provide timely updates to customers on the status of outstanding issues within targeted Service Level
- Manage customer's fault enquiries and provide quality assistance
- Manage incident ticket queue within target defined
- Support team KPI to meet Time to Restore
- Manage coordination within inter-cross operational supports to ensure speedy fault resolution
- Provide escalation to relevant party on prolong outages
- Manage email within the targeted Service Level
- Review and improve operational processes to enable operations staff to operate effectively
Network Support Executives
Lifetech Net Sdn Bhd
01.2014 - 09.2015
- Proactive monitoring of customer WAN (Wide Area Network) 24 by 7 by 365, notifying customers proactively of WAN outages
- In the event of an outage, support personnel will liaise with all the relevant parties to ensure that the WAN outage is restored
- Ensuring customer subscribed Service Level Guarantee (SLG) is met
- Preparing reports for the customer
- The reporting requirement may vary from customer to customer (daily, weekly & monthly)
- Backup Network Health Check (Wireless/ISDN/ADSL)
Customer Support Executive
SCAN Associates Berhad (SCAN Managed Services Sdn Bhd)
07.2012 - 12.2013
- Manning and handling calls from customers
- Responsible to receive process and respond to customers inquiries in a professional and prompt manner
- Responsible to take incoming telephone enquiries or through emails, on problems or complaints from customers relating to range of specified products or services, with the objective resolving the customer's issue as quickly as possible
- Following up on the feedback, escalation within internal department and customers
- To record user information, verify and update in the helpdesk system
- To document problems - log all problems and inquiries in the helpdesk system
- To prioritize problems - assign the proper category in helpdesk systems
- Responsible for supporting IT users, reporting, following up on incident status and other customer service related activities
- To ensure that Service Level Agreements are met and standard process/procedures are followed
- To prepare reports of all problems logged and sign off documents
- To undertake and complete any other assignment that may be assigned by the management from time to time
ICT Coordinator(School Broadband Project)
Telekom Malaysia Berhad
02.2011 - 06.2012
- Respond, coordinate and resolve immediately service fault reported by customer and to ensure restoration process is implemented accordingly in order to achieve higher service availability and timely restoration time to retain and gaining customer’s trust in SchoolBroadband Service
- To coordinate and execute the severity escalation notification and problem solving in a timely manner for SchoolBroadband Service
- Monitor and track Change activities including new sites, upgrading, downgrading, relocation and termination exercises for the particular customer to ensure information is accurate and timely manner
- Coordinate and initiate mitigation plan and ad-hoc meetings with Customers and the Network Teams (or service providers) on issues pertaining to the network quality and service improvement activities that will give major impact to the Customer Service Availability
- To initiate, maintain and manage excellent relationship and rapport with customer and operation team for better cooperation, customer support services and team work by providing excellence communication skills in handling and managing customer complaints
ICT Coordinator(SchoolNet Project)
GITN Sdn. Bhd.
03.2010 - 02.2011
- Manage Schoolnet line and maintaining Local Area Network in school
- Ensure that internet connection(schoolnet) in school in good condition
- Doing Preventive Maintenance on Schoolnet Service for nearing school
- EG
- Net Troubleshooting involved Frame Relay and VPN technologies using AT-AR745 and Cisco 2600 router
- EG
- Net New Installation for agency under MAMPU using AT-AR745 router
- Firewall troubleshooting on certain EG
- Net site and experiencing on CyberGuard SG580 Firewall
- Schoolnet service troubleshooting involves ADSL and IPVPN Bonding Technologies
- Updating data regarding EG
- Net site on Circuit Order Tracking System
- Updating progress for ticket service on Service Desk
- Help and guide school to use ICT in P&P
- Managing ICT equipment contributed by the GSB and helps school manages the existing infrastructure schools
- In-house training to school staffs effectively use ICT facilities as well as promoting its use in P&P activities
- As consultants and officials of ICT resources in School and keep abreast of current IT
- Provide reports and information on school activities during the period of development program
- Enhance the ICT culture in Schools
- Running the program ICT programs for the community with the concern with JPN and the Schools
- Auditors/ manage the Schoolnet service for schools nearby
- Solve the Schoolnet Problem (First Level) and notify to parties concerned
- Prepare a report on the Schoolnet services and problem for nearby schools
- Make regular visits and build rapport with nearby schools
Service Assurance Trainee
DagangNet Technologies Sdn Bhd
07.2009 - 02.2010
- E Manifest troubleshooting service between customer and Royal Malaysia Custom agency
- Monitor tracking on Financial Service Payment Gateway Service
Education
SK -
Rompin
01.1992 - 01.1998
SMA - undefined
Rompin
01.1999 - 01.2001
SMK - undefined
Rompin
01.2002 - 01.2003
Kolej Matrikulasi - undefined
Negeri Sembilan
01.2004 - 01.2005
Universiti Teknikal Malaysia Melaka - Computer Science
Universiti Teknikal Malaysia Melaka
01.2005 - 01.2008
Skills
Cisco Career Certification
Icnumber
860205465048
References
- Mr Daniel Yee Yat Mun, Global Enterprise International Malaysia Sdn Bhd, Unit TA-16-1, Level 16, Tower A, Plaza 33, No.1, Jalan Kemajuan, Petaling Jaya, Selangor, 46200, +60122005522
- Mr. Aiman Hafizul Abdullah, Telstra Global Malaysia Sdn Bhd, Suite 23.01 Menara IGB, Mid Valley City, Lingkaran Syed Putra, Kuala Lumpur, Kuala Lumpur, 59200, 011-26190656
Personal Information
- Age: 38
- Ethnicity: Malay
- Date of Birth: 02/05/86
- Gender: Female
- Marital Status: Single
- Religion: Muslim
Timeline
Network Engineer
Singtel (Global Enterprise International Malaysia Sdn Bhd)
10.2015 - 05.2019
Network Support Executives
Lifetech Net Sdn Bhd
01.2014 - 09.2015
Customer Support Executive
SCAN Associates Berhad (SCAN Managed Services Sdn Bhd)
07.2012 - 12.2013
ICT Coordinator(School Broadband Project)
Telekom Malaysia Berhad
02.2011 - 06.2012
ICT Coordinator(SchoolNet Project)
GITN Sdn. Bhd.
03.2010 - 02.2011
Service Assurance Trainee
DagangNet Technologies Sdn Bhd
07.2009 - 02.2010
Universiti Teknikal Malaysia Melaka - Computer Science
Universiti Teknikal Malaysia Melaka
01.2005 - 01.2008
Kolej Matrikulasi - undefined
Negeri Sembilan
01.2004 - 01.2005
SMK - undefined
Rompin
01.2002 - 01.2003
SMA - undefined
Rompin
01.1999 - 01.2001
SK -
Rompin
01.1992 - 01.1998
Telstra Malaysia Sdn Bhd
5 2019 - Current
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