Copilot
Sarah Shiphrah
Senior Service Desk - Networking
Cyberjaya
Summary
Dynamic Senior Service Desk Analyst at ATOS IT Services, adept at reducing ticket resolution time and enhancing first-call resolution rates. Proven expertise in incident management and remote technical support, coupled with strong communication skills. Committed to continuous improvement and optimizing service desk performance through effective problem analysis and ITIL-based process enhancements.
Professional with substantial experience in IT support, equipped to excel in senior-level role. Demonstrates strong analytical and problem-solving skills, adept at troubleshooting and resolving complex technical issues. Consistently collaborates with team members to enhance service delivery and adapt to evolving needs, ensuring reliable and efficient support. Known for excellent communication, technical expertise, and results-focused approach.
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
ATOS IT Services And Solutions
03.2024 - Current
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Optimized service desk performance by analyzing metrics and identifying areas for improvement.
- Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
- Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
SAP Consultant
Baker Hughes GE
01.2023 - 02.2024
- Developed client-specific documentation, enabling efficient use of SAP applications and functionalities.
- Enhanced system performance with regular system monitoring, troubleshooting, and optimization tasks.
- Supported continuous improvement efforts by regularly updating knowledge on relevant SAP modules and industry trends.
- Solved functional and technical obstacles and worked closely with project team from different streams.
- Multitasked and managed multiple deliverables and projects concurrently and facilitated use of SAP for enterprise resource planning.
- Increased client satisfaction by effectively implementing SAP solutions tailored to their business needs.
- Conducted research and analysis to determine current and future SAP trends.
- Contributed to new business development initiatives by showcasing expertise in SAP consulting during client presentations and sales meetings.
- Ensured data accuracy and integrity by creating comprehensive data validation procedures and protocols.
Quality Assurance Analyst
TDCX
04.2019 - 11.2022
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Enhanced product compliance with industry standards by diligently verifying adherence to regulatory requirements.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
Customer Service Representative
Starhub - Singapore
01.2018 - 02.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Certified Lecturer - Arts
Innovative University
Petaling Jaya, Selangor, Malaysia 04.2001 -
BBA - Psychology
Unitar International University
Kelana Jaya 04.2001 -
Skills
Software installation
Remote technical support
Ticketing system proficiency
Technical support expertise
SLA compliance
Incident management
Network monitoring
Bug detection
Network troubleshooting
Additional Information
Reference : Team Leader (Dharmanash)
Contact Number: 0147227959
Operation Manager ( Yogesh)
Contact Number: 0146690139
Software
Microsoft 365
Adobe Acrobat Pro
Active Directory
Certification
ITIL
Timeline
Senior Service Desk Analyst
ATOS IT Services And Solutions
03.2024 - Current
ITIL
05-2023
SAP Consultant
Baker Hughes GE
01.2023 - 02.2024
Quality Assurance Analyst
TDCX
04.2019 - 11.2022
Customer Service Representative
Starhub - Singapore
01.2018 - 02.2019
Certified Lecturer - Arts
Innovative University
04.2001 -
BBA - Psychology
Unitar International University
04.2001 -