Suliana Binti Adzhar

Application Support Engineer – Hospital Information System (HIS)

• Provided Level 1 and Level 2 support for key hospital modules including the Operating Theatre Management System and Clinician Access Module.
• Supported the full Operating Theatre (OT) workflow, covering room bookings, OT staff scheduling, pre-operative checklists, intra-operative records, and recovery monitoring.
• Handled HIS-related issues assigned by the Site Supervisor or Helpdesk—gathered details, performed troubleshooting, dispatched technical support, escalated when necessary, and updated the Helpdesk with resolution status.
• Created and configured essential system functions for users such as booking finalization stages, access rights, and scheduling for surgeons, including their personal diaries.
• Managed user access and settings in the Clinician Access Module: configured note types, assigned practitioners, set access controls for high-risk/sensitive diagnoses, and other role-based permissions.
• Conducted e HIS system training for new staff and refresher sessions for existing staff, including orientation training for new doctors and comprehensive training on Business Continuity Services (BCS).
• Prepared manual BCS forms and procedures for Hospital Ampang during IT system downtime.
• Generated clinical data reports requested by doctors using MySQL scripts via Toad database tool.
• Delivered both remote and on-site troubleshooting, escalating unresolved issues to Level 2 support while maintaining clear communication with users and technical teams via phone and email.
• Diagnosed and resolved technical issues involving label/laser printers, driver installation (both on PCs and print servers), IP printer setup in DNS, and basic PC hardware diagnostics using POST beep codes.
• Investigated network connectivity issues, guided users in reconnecting physical cables, and verified IP connections via command-line tools (e.g., ping).
• Installed and reinstalled essential software including Java, Oracle, and Microsoft Office, especially in cases of software corruption.
• Maintained and supported the billing module: performed backups, configured billing services, set up pricing by class, managed billing print routing, and assisted with cash counter login/logout operations.

Application Support Engineer – Hospital Information System (HIS)

• Provided Level 1 and Level 2 support for key hospital modules including the Operating Theatre Management System and Clinician Access Module.
• Supported the full Operating Theatre (OT) workflow, covering room bookings, OT staff scheduling, pre-operative checklists, intra-operative records, and recovery monitoring.
• Handled HIS-related issues assigned by the Site Supervisor or Helpdesk—gathered details, performed troubleshooting, dispatched technical support, escalated when necessary, and updated the Helpdesk with resolution status.
• Created and configured essential system functions for users such as booking finalization stages, access rights, and scheduling for surgeons, including their personal diaries.
• Managed user access and settings in the Clinician Access Module: configured note types, assigned practitioners, set access controls for high-risk/sensitive diagnoses, and other role-based permissions.
• Conducted eHIS system training for new staff and refresher sessions for existing staff, including orientation training for new doctors and comprehensive training on Business Continuity Services (BCS).
• Prepared manual BCS forms and procedures for Hospital Ampang during IT system downtime.
• Generated clinical data reports requested by doctors using MySQL scripts via Toad database tool.
• Delivered both remote and on-site troubleshooting, escalating unresolved issues to Level 2 support while maintaining clear communication with users and technical teams via phone and email.
• Diagnosed and resolved technical issues involving label/laser printers, driver installation (both on PCs and print servers), IP printer setup in DNS, and basic PC hardware diagnostics using POST beep codes.
• Investigated network connectivity issues, guided users in reconnecting physical cables, and verified IP connections via command-line tools (e.g., ping).
• Installed and reinstalled essential software including Java, Oracle, and Microsoft Office, especially in cases of software corruption.
• Maintained and supported the billing module: performed backups, configured billing services, set up pricing by class, managed billing print routing, and assisted with cash counter login/logout operations.

IT Helpdesk & System Support – Hospital Ampang

• Attended and handled all incoming support calls from users, accurately logging requests in the FOOTPRINT ticketing system.
• Responded to user requests by remotely troubleshooting and maintaining systems using AWRC remote access software.
• Provided user support and guidance on the usage and maintenance of systems including Windows XP, Microsoft Office, Microsoft Outlook, eHIS, GE System, and CCIS System.
• Assisted users via phone or remote access in configuring Outlook email settings, internet proxy, and reinstalling corrupted applications such as Microsoft Office and web browsers.
• Managed user account support, including ID verification and password resets for systems such as CSSD, GE PACS, login PCs, and the eHIS system for both new users and password recovery.
• Prepared and submitted Business Continuity Plan (BCP) reports during night shifts (12:00 AM) and ensured secure storage of reports on external drives.
• Generated and submitted the Monthly Helpdesk Report using data from FOOTPRINT to the Project Manager.
• Created and maintained the CSE staff duty schedule, ensuring team consistency, discipline, and commitment to responsibilities.
• Monitored and reported monthly staff leave records to the Project Manager for attendance and HR tracking.
• Regularly attended meetings with the Project Manager (Isianpadu), IT Officers, and all CSE staff to align on support goals and system improvements.
• Ensured that all CSE department equipment (PCs, printers, etc.) functioned properly and were maintained in good working condition.
• Provided both remote and on-site troubleshooting support for PCs and laptops at Hospital Ampang.
• Logged and tracked technical issues across all hospital modules in FOOTPRINT, including Clinician Access, Operating Theatre (OT), PMS, Billing, Radiology, GE PACS, Laboratory, Pharmacy, and Dietitian systems.
• Performed technical troubleshooting for label and laser printers, including driver installation on both user PCs and print servers, IP printer configuration, and DNS setup.
• Diagnosed hardware issues using POST beep codes, and resolved network problems by guiding users to reconnect cables, test connectivity with ping commands, and verify IP status.
• Installed and reinstalled essential software such as Java, Oracle, and Microsoft Office, particularly for systems affected by software corruption.
• Replaced CMOS batteries in user PCs when hardware-related errors were detected.

IT Support & Technical Helpdesk

• Responded to and handled all incoming user support calls, accurately logging issues into the FOOTPRINT ticketing system.
• Provided remote support to troubleshoot and maintain user systems using AWRC remote access software.
• Diagnosed and resolved technical issues related to printers, CPUs, monitors, PCs, and other hardware. Escalated unresolved cases to the technical team with detailed reports via FOOTPRINT.
• Guided users in the effective use and maintenance of IT systems including Windows XP, Microsoft Office, Microsoft Outlook, eHIS system, and GE system.
• Logged and tracked user issues in FOOTPRINT across various HIS modules such as Clinician Access, Operating Theatre (OT), Patient Management System (PMS), Billing, Radiology, GE PACS, Lab, Pharmacy, and Dietitian.
• Handled printer setup and maintenance, including configuring label and laser printers, installing drivers on user PCs and print servers, creating IP printers in server DNS, and diagnosing hardware issues via PC beep codes.
• Assisted users in identifying and resolving network connectivity issues by guiding them to reconnect cables, and using tools like IP ping tests to verify connectivity.
• Installed and reinstalled software such as Java, Oracle, and Microsoft Office in systems with corrupted or outdated installations.
• Performed CMOS battery replacements on user PCs to resolve boot or hardware-related issues.

Project Experience & Professional Development

• Developed courseware materials for an Online Examination System Project, covering system functionality, user interaction, and instructional content.
• Utilized various development tools and technologies including Apache Tomcat, NetBeans, Eclipse, Macromedia Dreamweaver, HTML, Servlets, and MySQL for database management.
• Delivered project presentations to demonstrate system design, implementation process, and user engagement strategies.
• Successfully attended the Dale Carnegie Training Program, focused on leadership, communication, and interpersonal effectiveness.
• Sat for the Sun Certified Web Component Developer (SCWCD) examination to strengthen proficiency in Java-based web application development.

Technical Skills & Certification

• Acquired strong foundational knowledge in Java and J2EE technologies through structured training and hands-on practice.
• Gained experience using industry-standard tools such as Apache Tomcat, Macromedia Dreamweaver, HTML, Servlets, NetBeans, and Eclipse for web application development.
• Developed and managed MySQL databases for backend integration in web-based systems.
• Delivered technical presentations as part of project evaluations and system demonstrations.
• Attended and completed the Sun Certified Java Programmer (SCJP) program to validate core Java programming competencies.

IT Support – Remote Assistance for Singapore-Based Users

• Attended to and managed all incoming technical support calls from Singapore-based users, ensuring each request was accurately logged in the support ticketing system.
• Provided guidance and troubleshooting support to users on the operation and maintenance of computer systems, including Windows Vista, Windows 98, Windows XP, Windows NT, Microsoft Office, and Microsoft Outlook.
• Assisted users in establishing internet connections via both wired and wireless networks.
• Guided users on configuring proxy settings, applying forced DNS, and setting up email clients such as Microsoft Outlook and Outlook Express.
• Installed and uninstalled modem drivers to resolve connectivity issues.
• Generated technical reports for user cases using the ICON system and provided remote desktop support through CITRIX.

IT Support & Server Maintenance

• Responded to and managed all incoming support calls from users, ensuring accurate logging of each request into the IT ticketing system.
• Attended to user support requests involving the maintenance and performance of computer systems.
• Provided end-user guidance on the operation and maintenance of various systems, including Windows Vista, Windows 98, Windows XP, Windows NT, Microsoft Office, Microsoft Outlook, PowerChart, MagicView, and Spacelab.
• Performed regular server backups for critical applications such as Oracle, Outlook, Cerner, CareMaster, and Oral Surgery to ensure data security and system continuity.
• Conducted scheduled monitoring, maintenance, and server recycling twice daily for core systems including PeopleSoft Billing, Oracle, Cerner, and CareMaster, ensuring optimal server performance and uptime.

Database Development & Final Year Project

• Revamped and updated the existing IT Department database to improve data structure, functionality, and overall system performance.
• Successfully designed and developed a new database system tailored to departmental needs, including user access, data storage, and reporting features.
• Built a complete system solution and generated structured reports as part of the final year academic project, demonstrating end-to-end project execution from development to documentation.