Serena Md Nor Manokaran
System Engineer
Subang Jaya, Selangor
Summary
A hard-working, conscientious, motivated, organized, and dedicated IT Support Engineer and customer service officer. Always strive to achieve the highest standard possible, at any given task and in any situation. Willing to learn new knowledge, expertise and skills. Accustomed to working in a challenging and fast-paced environment, particularly when dealing with multiple tasks and priorities at the same time.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
System Engineer, Virtualization
Zen Computer Systems Sdn Bhd
CyberJaya, Selangor
12.2021 - Current
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Compiled, processed and analyzed test data and results to improve product quality.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Compiled data and generated graphs to interpret results and suggest key operational improvements.
- Checked for accuracy and functionality during implementation of new systems.
Remote Support Engineer
Icompucare Global Services Sdn. Bhd
Selangor
06.2018 - 11.2021
- Monitor and maintain the computer systems and networks of an organization
- Installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and application problems, either over the phone or in person
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with outside departments to implement system-wide improvements.
- Configured hardware, devices and software to set up work stations for employees.
- Contact: -Ms Rozilawati Hassan (HR Manager) +6016-2622412
Store Clerk cum Import and Export Assistance
Sunmat Industries Sdn Bhd
Johor
03.2016 - 06.2017
- Responsible for managing the company warehouse
- Arranging the delivery of goods
- Responsible for new staff training and supervision works
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained excellent attendance record, consistently arriving to work on time.
Admin and Account Assistant
Chuba Rasa Pt. Ltd
Twichenham
01.2015 - 01.2016
- Managing and recording all the documents of purchase order, delivery order and invoice
- Documented sales, customer interactions and concerns, and generated update reports for senior management.
- Used advanced software to prepare documents, reports and presentations.
- Validated and recorded invoices and resolved discrepancies with vendors.
- Maintained inventory of office supplies and placed orders.
- Input data into accounting system and maintained integrity of system information to alleviate potential breaches.
Education
Bachelor of Information Science (Hons - Resource Center Management
Universiti Teknologi MARA
Shah Alam, Selangor 03.2013 - 03.2016
Diploma - Information Management
Universiti Teknologi MARA
Segamat, Johor 06.2010 - 05.2013
Skills
Hardware Experienced
Virtualization
Disaster Recovery
Project Management
Troubleshooting
Data Center Migration
Firewalls, VPNs and security products
Switches and routers
Customer proposals
Technical Support
Hardware and software installation
Systems Analysis and Design
Additional Information
- ACHIEVEMENTS , Best Employee of the year (06/2019 - 07/2020) Dean Award (UiTM) (2013 - 2014) Appointed as Mentor in "Program Jom Belajar Kataloging" (2013) Awarded with Bronze stage in NILAM program (2009)
Accomplishments
- Awarded “Best Employee of the year” after first year.
- Resolve customer complaints via phone and email, consistently exceeding targets .
- Receive award and commendations from clients.
- Selected to be part of company's Happiness Committee.
Certification
CompTIA CySA+
Reading
One of my favorites is Ego is the Enemy by Ryan Holiday. The book talks about ambition, resilience and success. It’s a great read for anyone that aspires to develop and progress within their career, and I feel that most professionals should take some time to read it. I am also a big fan of Robert M. Drake, his book Black Butterfly, is a symbol of transformation and rebirth after death. In a word, amazing. In two word, read it. I'm truly not a poetry fan, but this is one mesmerizing book.
Old photographs
We take pictures with people
so they could remember us
and leave memories behind
so they don’t forget us.
And the difference
between the two are the same.
We leave these moments
in the air,
hoping that somewhere
someone will find them
and make sense of everything
we chose to ignore.”
Timeline
CompTIA CySA+
01-2022
System Engineer, Virtualization
Zen Computer Systems Sdn Bhd
12.2021 - Current
CompTIA PenTest+
12-2021
CompTIA CASP+
12-2021
Linux Administration (Supercharge your linux infrastructure)
09-2020
Windows Server 2019 (Zero to Hero Workshop)
09-2020
Remote Support Engineer
Icompucare Global Services Sdn. Bhd
06.2018 - 11.2021
Store Clerk cum Import and Export Assistance
Sunmat Industries Sdn Bhd
03.2016 - 06.2017
Admin and Account Assistant
Chuba Rasa Pt. Ltd
01.2015 - 01.2016
Bachelor of Information Science (Hons - Resource Center Management
Universiti Teknologi MARA
03.2013 - 03.2016
Diploma - Information Management
Universiti Teknologi MARA
06.2010 - 05.2013