Siti Zulaika Ismail
IT Servicedesk Analyst
Cyberjaya,Selangor
Summary
• 12 years experiences IT service desk, IT support, IT procurement, Contract and Vendor management, Procure to pay activities & financial reporting and leading implementation of process improvements on invoices management process.
• Possess strong working knowledge on Microsoft Excel (Pivot Tables, V-Lookups, Macros), SAP ERP, ARIBA and Oracle.
Possess Technical knowledge on windows 10, MFA, AZURE, PINGID AUTHENTICATION,CLOUDPC,CITRIX, OFFICE 365, SERVICENOW, ACTIVE DIRECTORY, problem solving skills.
• Possess strong analytical skills in Business reporting & Financial reporting.
Overview
18
18
years of professional experience
2
2
Languages
Work History
IT ServiceDesk Analyst
ATOS
Cyberjaya
01.2024 - Current
- Act as first & second Level support for client - EY Earnts&Young. Currently handling 3 channels support Voice, Chat & Websubmit. Responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Process and Performance Analyst
DHL Information Services (Asia-Pacific) Sdn. Bhd (IT Centre)
09.2018 - 12.2018
- Focus on improving Contract Management and Purchasing Compliance KPIs for the Asia Pacific region, working with Sourcing Managers and key Divisional Colleagues.
Business Support analyst
DXC TECHNOLOGY (Formerly known Hewlett Packard Enterprise)
02.2011 - 03.2018
- Supporting SHELL ACCOUNT for customer request (SHELL) through GSAP System (Global SAP System used by SHELL)
- GSAP is an ERP system that is used for Shell financial activities.
Request Management Technical Leader
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
01.2009 - 01.2011
- Subject Matter Expert (SME) for Shell Canada Ltd focal Point (SCAN) and SITI Internal Request Desk (SIRD)(consist of 17 analyst in total)
- Responsible in the team’s overall performance while ensuring existing and new technical processes are ever greened according to ITIL standards.
Request Management Analyst
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
07.2007 - 12.2008
- To provide a coordination point for all incoming and escalation requests as well as IT administration within the scope of Request Management service level agreement and across all supported IT platforms and applications, encompassing network account security, application access and repository/records maintenance.
Helpdesk Support Coordinator
Electronic Data Systems (EDS)
01.2006 - 06.2007
- Raising service request for General Motors Staff/Clients/Vendors, in regards of any kind of technical issues
- Hardware, Software or server related issues.
Education
SPM - Economics
SEKOLAH MENENGAH SULTAN ABDUL AZIZ SHAH KAJANG
Kajang12.1999
Skills
Technical issues analysis
Windows 10
Microsoft Outlook
Technical Support
Complaint resolution
Customer service expert
User credential management
Software diagnosis
Desktop support
Account management
Issue troubleshooting
Technical documents comprehension
Ticket support system management
MFA
AZURE
SERVICENOW
Timeline
IT ServiceDesk Analyst
ATOS
01.2024 - Current
Process and Performance Analyst
DHL Information Services (Asia-Pacific) Sdn. Bhd (IT Centre)
09.2018 - 12.2018
Business Support analyst
DXC TECHNOLOGY (Formerly known Hewlett Packard Enterprise)
02.2011 - 03.2018
Request Management Technical Leader
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
01.2009 - 01.2011
Request Management Analyst
SHELL INFORMATION TECHNOLOGY INTERNATIONAL
07.2007 - 12.2008
Helpdesk Support Coordinator
Electronic Data Systems (EDS)
01.2006 - 06.2007
SPM - Economics
SEKOLAH MENENGAH SULTAN ABDUL AZIZ SHAH KAJANG