Overview
Work History
Education
Skills
Certification
Reference
Timeline
Hi, I’m

Siti Nor Asyikin MOHD SHARIFUDIN

Senior Helpdesk Analyst
Bukit Beruntung,Selangor
Siti Nor Asyikin MOHD SHARIFUDIN

Overview

17
years of professional experience
16
years of post-secondary education
3
Certifications

Work History

World Health Organization, WHO
Cyberjaya, 10

Senior Helpdesk Analyst
11.2022 - Current

Job overview

  • • Perform Quality Assurance (QA) checks and perform regular examination of Service Desk Analysts (GSD) performance.
  • • Record down all QA monitoring details and sharing them with the GSD agents for quality and training purposes in areas identified as gaps.
  • • Customer satisfaction surveys are responded in a timely manner, constantly identifying and implementing methods to improve the survey results.
  • • Providing Quality Assurance training via training delivery methods such as classroom, one-to-one, through MS Teams and in-house training sessions as required.
  • • Assist in ensuring new hires are trained in both Business and IT areas, accounts and all other required access are prepared accordingly within 1-2 week of joining date.
  • • Organizing in-house training for the GSD staff with regards to Business and IT modules based on the needs analysis above.
  • • Become Subject Matter Expert (SME) for one or more IT/GSM/Fulfilment, and act as second level support for WHO staff as well as other GSD analysts.
  • • Participate in meetings with Business and Technical meetings when required.
  • • Create/update/maintain Knowledgebase articles
  • • Create/update/maintain training materials and end to end process, slides and assessment. Conduct tests to identify knowledge gaps within GSD with QA.
  • • Participate in new projects to conduct UAT, creation of process flow, SOP and other documentation.

World Health Organization

Service Desk Analyst
2 2016 - 10.2022

Job overview

  • Reporting to the Global Service Desk (GSD) IT Team Lead. The incumbent is the first point of contact and main resource in WHO in providing first and second level user support and coaching on both ICT and IT Global Application issues, and to work tactfully with both professional and general service staff to balance situation of conflicting priorities as well as to ensure that
    guidelines/policies are followed.

    • Ticketing system used: Siebel, Service Now.
    • Communication Used: CISCO Deskphone, CISCO Jabber

IT related support area:-

Outlook issue, Office365, ActiveSync, Network Printer Issue, CISCO deskphone issue, SCCM, Active Directory (e.g: password reset, Account creation process, shared drive access/restore/faulty), MS Office Issue, MS Sharepoint
GSM related support area: HR Module, Finance Module, Procurement Module, Travel Module etc..

Maxis Telecommunication Sdn Bhd

Executive of Maxis Center
08.2013 - 10.2015

Job overview

• To drive operational excellence by creating a conducive customer journey that leads to speedy and effective resolutions for customers and promoting self-serve

• Ensure seamless operations in terms of cash, inventory, • floor and in-store merchandising management, device warranty, device troubleshooting, sales and marketing

• To manage in-store customer experience by creating conducive customer journey, understanding crowd pattern, and executing smart scheduling for staff

• Enforce quality and compliance to standard policies and procedures

Maxis Telecommunication Sdn Bhd

Mobile Data Specialist
09.2012 - 08.2013

Job overview

  • Apart from attending to customer via different contact channels , will also focus on providing assistance by troubleshooting and resolving complex technical issues on mobile devices such as iPhone, Android Phones, iPad, Blackberry,
  • Wireless Broadband, ADSL, FTTH, IPTV, Email setup, Windows, Mac OS and many other upcoming mobile devices and gadgets
  • Articipating on mobile data and broadband product testing and simulation prior commercial launch
  • The incumbent will be also required to attend to customers to resolve issues on-site
  • Test, Diagnose and Simulate device and application service problems with the aim of resolving the problem and documenting solutions for future front line or training reference (knowledge management)

Hewlett Packard Global Center

Incidents Lifecycle Coordinator
05.2011 - 09.2012

Job overview

  • Ensures the status, progress, and history of the service request/incident is up to date and correct for incidents that are not escalated
  • Provides inputs to review team(s) as "Overall service seekers in day-to-day operations"
  • Invokes the appropriate support to move an incident through the process to ensure that the escalation of the ticket is done in a timely manner
  • As the authority to identify an owner for a service request or incident when required (e.g Bounces)
  • Maintains focus on quality, Customer experience and the SLA objectives
  • ILC's also ensures that customer communication and internal communication good practices are followed

Hewlett Packard Global Center

Technical Solution Representative
05.2009 - 05.2011

Job overview

  • Handling inbound calls and emails for corporate users, Chevron Texaco oil for North America region. Provide any technical solution for any technical inquiry such as VPN connection issue, BlackBerry issue, application issue such as MS Outlook, MS Office, network printer issue, shared folder issue, internet connection issue, remote desktop troubleshooting, liase with upper level support team for any severity 1 issue.

SCICOM (MSC) BHD

Executive – Technical Support
01.2008 - 01.2009

Job overview

Take the role in handling inbound calls to provide technical support for SingTel Broadband, MioTV, MioVoice and Fiber to the Home (FTTH) customers such as modem setup (Wired/Wireless connection), account activation (Temporary suspended account), email setup (client/web based email; i.e, Mac Mail, MS Outlook, Window Mail etc), troubleshooting of any internet issues (i.e; unable to connect, unable to surf, slow surfing, modem cannot sync, password reset etc..), Unable to view channel, Video/Audio Quality, Unable to purchase channel, Voice quality, Intermittent drop call, liaise with 2nd level department for on site visit and provide consultancy for any related enquiry.

Atos Origin Services (M) Bhd

Service Desk IT Analyst
01.2007 - 09.2007

Job overview

Handling inbound and outbound calls and emails to provide support to customer on IT technical part such as:-

  • Computer troubleshooting
  • Internet connection troubleshooting
  • Reset password using Active Directory and SAP Application
  • Remote assistance through Citrix Neighborhood Program, Stepping Stone
  • Create a ticket using USD system, make follow-ups to customer and IS Support Team
  • Provide consultancy for any related inquiry.

Education

Universiti Industri Selangor (UNISEL)
Selangor

Bachelor of Science from Information Technology
07.2003 - 11.2006

University Overview

  • Bachelor Science of Information Technology
  • Majoring: Industrial Engineering
  • CGPA: 2.96

Kolej Inpens
Selangor

Diploma from Information Technology
10.2001 - 05.2002

University Overview

• Diploma in Information Technology
• CGPA: 2.83

Kolej Inpens
Selangor

Certificate from Information Technology
05.2000 - 09.2001

University Overview

• Certificate in Information Technology
• CGPA: 2.00

Sekolah Menengah Kebangsaan Bandar Baru Bangi
Selangor

SPM And PMR
01.1995 - 12.1999

University Overview

Sijil Pelajaran Malaysia - SPM

  • Grade 2
  • Aggregate: 33


Penilaian Menengah Rendah - PMR

  • 1A, 2B, 5C


Sek. Ren. Keb. Jln. 6, Bandar Baru Bangi
Selangor

UPSR
01.1989 - 12.1994

University Overview

UPSR

  • 2A, 1B, 1C

Skills

Open Office

Certification

ITIL V4

Reference

WORLD HEALTH ORGANIZATION

Supervisor: Monica Kong

Email: kongm@who.int

Mobile: +6012-3821018


MAXIS TELECOMMUNICATION SDN. BHD

Head of Operation: Siti Aminah Binti Ismail
Contact No. : +6012 283 3000


HEWLETT PACKARD GLOBAL CENTER
Supervisor : Sujendran A/L Palusamy
Contact No. : +6012 5511 145

Timeline

Senior Helpdesk Analyst

World Health Organization, WHO
11.2022 - Current

Executive of Maxis Center

Maxis Telecommunication Sdn Bhd
08.2013 - 10.2015

Mobile Data Specialist

Maxis Telecommunication Sdn Bhd
09.2012 - 08.2013

Incidents Lifecycle Coordinator

Hewlett Packard Global Center
05.2011 - 09.2012

Technical Solution Representative

Hewlett Packard Global Center
05.2009 - 05.2011

Executive – Technical Support

SCICOM (MSC) BHD
01.2008 - 01.2009

Service Desk IT Analyst

Atos Origin Services (M) Bhd
01.2007 - 09.2007

Universiti Industri Selangor (UNISEL)

Bachelor of Science from Information Technology
07.2003 - 11.2006

Kolej Inpens

Diploma from Information Technology
10.2001 - 05.2002

Kolej Inpens

Certificate from Information Technology
05.2000 - 09.2001

Sekolah Menengah Kebangsaan Bandar Baru Bangi

SPM And PMR
01.1995 - 12.1999

Sek. Ren. Keb. Jln. 6, Bandar Baru Bangi

UPSR
01.1989 - 12.1994

Service Desk Analyst

World Health Organization
2 2016 - 10.2022
Siti Nor Asyikin MOHD SHARIFUDINSenior Helpdesk Analyst