SITI ZULAIKHA MOHD NAEIM
IT TECHNICAL SUPPORT
Cyberjaya, Selangor
Summary
Astute IT Support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
10
10
years of post-secondary education
Work History
IT Service Desk Analyst
Hitachi Sunway Data Centre Services Sdn. Bhd.
- Assist in defining service level agreements (SLAs) related to IT services with the business and that escalation processes are in place, advice technically on escalations
- To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
- Provide initial response to user request by email or on other approved communication
- Perform troubleshoot over the phone, email or approved media
- Perform remote troubleshoot using remote desktop access tool
- Contact users informing them of request progress and escalations
- Escalate to appropriate department or authorized personnel required to resolve the user request or incident
- Manage user accounts using applications running on Windows/Linux to create/reset ID/password, migrate accounts, web page, DNS
- Assist in any other ad-hoc task assigned by superior or management
- Provide end user support End User Support (Remote / Email / Call)
- Troubleshooting: Win10, Application software, printers, Outlook email, inquiries & IT consultation)
- Manage Office365 for end user (Email, Policies, Rules, AD management, SharePoint, Teams, Consultation, MFA, Administering & Configurations)
Technical Support Engineer
HKBN JOS SDN BHD
- Setup and configure PC, notebook, and printer
- Reimage and recover data PC and notebook
- Solve user problem by phone or travel to customer side
- Onsite support for IT desktop hardware and software
- Maintain computer peripheral devices like printers and resolve associated problems
- Installing and upgrading operating systems and computer software
- Troubleshooting hardware and software issues
- Troubleshooting networking and connection issues
- Troubleshoots end user issues and provides documented solutions
- Responding in a timely manner to service issues and requests
- Provide supports to end user operating systems (Win10), first level enterprise business application and miscellaneous software applications.
Network Trainee
CTC GLOBAL SDN BHD
- Perform diagnostic and preventive maintenance on network device on site such as backup the configuration and physical cleaning
- Responsible to do documentation which is preventive maintenance report for different type of devices such as Cisco switch, core switch, distribution switch, ASA Firewall, wireless LAN controller (WLC), router and F5 load balancer
- Assist senior engineer to site for a migration activity: Install switches in network rack in server room
- Perform cable management (tracing and tagging cables)
- Configured and troubleshoot Cisco switches
- Perform IOS upgrade router firmware at customer site (remote)
- Perform IOS upgrade stack switch
- Work in team to develop Preventive Maintenance Application
- Responsible to monitor bandwidth usage using Cisco Meraki and monthly bandwidth report
- Able to preventative and corrective maintenance works as schedule in the Preventive Maintenance Program
IT Trainee
University Kuala Lumpur
- Computer assembling and maintenance
- Setup PCs
- Investigating and diagnosing and solving computer hardware and software
- Assist on implementation of project in full scale, compiling required information
- Perform UAT Script Community portal documentation.
Education
Bachelor of Engineering Technology in Networking System -
University Kuala Lumpur
08.2012 - 05.2015
Bachelor of Engineering Technology in Networking System - undefined
University Kuala Lumpur
08.2016 - 05.2019
Sijil Pelajaran Malaysia - undefined
Sekolah Menengah Kebangsaan Permas Jaya 2
01.2007 - 05.2011
Skills
Printerundefined
Training
- Microsoft Azure
- Certified Network Engineer for IPv6 (CNE6 Silver)
- Certified ITIL v4
Reference
Nurul Afiqah binti Zulkefli
Team Lead Service Desk Analyst
Cloud, Security & Infrastructure Services (CSI)
HITACHI SUNWAY INFORMATION SYSTEMS SDN BHD
MY01, 7118 Jalan Teknologi 1 (Jalan Impact),
63000 Cyberjaya, Selangor Darul Ehsan,
Malaysia.
Tel: +6017 338 2580
Muhammad bin Yahya
Assistant Manager Operation Data Center
Cloud, Security & Infrastructure Services (CSI)
HITACHI SUNWAY INFORMATION SYSTEMS SDN BHD
MY01, 7118 Jalan Teknologi 1 (Jalan Impact),
63000 Cyberjaya, Selangor Darul Ehsan,
Malaysia.
Tel: +6012 437 8760
Timeline
Bachelor of Engineering Technology in Networking System - undefined
University Kuala Lumpur
08.2016 - 05.2019
Bachelor of Engineering Technology in Networking System -
University Kuala Lumpur
08.2012 - 05.2015
Sijil Pelajaran Malaysia - undefined
Sekolah Menengah Kebangsaan Permas Jaya 2
01.2007 - 05.2011
IT Service Desk Analyst
Hitachi Sunway Data Centre Services Sdn. Bhd.
Technical Support Engineer
HKBN JOS SDN BHD
Network Trainee
CTC GLOBAL SDN BHD
IT Trainee
University Kuala Lumpur
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