RAUDZATUL ADAWIAH
Specialist, Service Desk
Kuala Lumpur
Summary
With over 12 years of experience in IT, I have honed my skills in software development, system support engineering, customer case management, and software testing. I have been deeply involved in the System Development Lifecycle (SDLC), managing and resolving customer complaints related to billing, products, and services. My expertise lies in providing detailed analytical solutions, demonstrating strong problem-solving abilities, and collaborating effectively within teams. Highly adaptable to change, I thrive in dynamic environments and consistently aim to deliver optimal results.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Specialist, Service Desk, BSO
U Mobile Sdn Bhd
12.2016 - Current
- Proactively analyze and diagnose issues, identifying problem areas, and escalating to the appropriate support levels and vendors within established Service Level Agreements (SLA).
- Collaborate with internal teams and vendors to devise solutions, implement process improvements, and ensure smooth maintenance of daily operations.
- Provide regular feedback and detailed activity reports to immediate supervisors, ensuring transparency and continuous improvement.
- Promote knowledge sharing and continuous learning, staying updated on new services, product campaigns, and promotions.
- Actively contribute to the successful implementation and enhancement of new systems.
- Drive improvements in customer satisfaction through proactive problem resolution and efficient complaint management.
- Streamlined customer service processes, reducing response times and improving service delivery.
- Generate comprehensive reports highlighting findings, insights, and actionable recommendations.
- Conduct regular operational reviews to identify improvement opportunities and optimize overall efficiency.
- Enhance the customer experience by delivering exceptional service and troubleshooting issues effectively and promptly..
Senior Test Engineer
U Mobile Sdn Bhd
05.2015 - 12.2016
- Reviewed requirements, specifications, and technical design documents to provide timely and meaningful feedback.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Maintained the quality of the products by performing sanity and regression test periodically.
- Conducted regression testing, analyzed results, and submitted observations to development team.
- Worked closely with project teams and business users to ensure the products development are in good quality
- Identified critical bugs and worked closely with developers to ensure timely resolution, resulting in a more stable product.
- Managed User Acceptance Test for business users.
- Participated in post-release reviews to analyze lessons learned from completed projects, driving process improvements for future endeavors.
- Participated in available trainings to improve software knowledge.
Quality Engineer
Exact ADC Sdn Bhd
12.2013 - 04.2015
- Involved in development of ERP solutions by maintaining and controlling good software quality
- Planned, designed and executed manual test cases and automation test during product development.
- Designed, executed and maintained automated test scripts for in-project deployment.
- Optimized testing processes for greater efficiency by automating repetitive tasks using scripting languages.
- Practiced agile and scrum software development methodologies.
Application Test Engineer
Exchanging Malaysia Sdn Bhd
10.2012 - 12.2013
- Involved in new projects, enhancements, change request, trouble ticket's for telecommunication products and services.
- Planned, designed and developed test cases and test data.
- Executed test, performed automated system integration testing and sanity testing after new development
- Logged and report bugs in bug management tools and report system failure to project development team.
- Planned and conducted UAT with business users
- Compiled test summary result and prepared test summary report.
- Worked closely with developers to reproduce reported issues, enabling faster resolution times for critical defects.
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
Test Engineer
U Mobile Sdn Bhd
04.2010 - 10.2012
- Reviewed, evaluated, and identified requirements for testability.
- Planned, designed and developed test cases and test data.
- Set up test environment using unix sh script.
- Logged and reported bugs and failure in bugs management database
- Conducted UAT with business users
- Tracked test reports and failures determined by root cause data trends.
- Streamlined bug reporting processes for faster resolution times and better communication between departments.
Education
Bachelor Degree - ELECTRONICS AND COMPUTER ENGINEERING (TELECOMMUNICATIONS)
Universiti Teknikal Malaysia Melaka (UTeM)
Melaka, Malaysia 01.2005 - 01.2009
Skills
Problem-Solving
undefinedMiscellaneous - Availability
2 month notice
Certification
ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Timeline
Specialist, Service Desk, BSO
U Mobile Sdn Bhd
12.2016 - Current
Senior Test Engineer
U Mobile Sdn Bhd
05.2015 - 12.2016
Quality Engineer
Exact ADC Sdn Bhd
12.2013 - 04.2015
Application Test Engineer
Exchanging Malaysia Sdn Bhd
10.2012 - 12.2013
Test Engineer
U Mobile Sdn Bhd
04.2010 - 10.2012
Bachelor Degree - ELECTRONICS AND COMPUTER ENGINEERING (TELECOMMUNICATIONS)
Universiti Teknikal Malaysia Melaka (UTeM)
01.2005 - 01.2009
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