Wardah Nabilah Wahidin
Summary
Dynamic IT professional with over 7 years of experience in server analysis and support, specializing in Windows and Linux server administration within the enterprise technology sector. Expertise includes system monitoring, incident management, and cross-functional troubleshooting across diverse international environments. Proven track record of optimizing server performance and minimizing downtime through proactive analysis and efficient incident resolution demonstrates a commitment to operational excellence. Prepared to contribute to enhanced service reliability and availability in 24/7 production environments on a global scale.
Overview
8
8
years of professional experience
Work History
Client Server Specialist
Commerz Global Service Solutions
05.2025 - Current
- Server & Application Monitoring: Monitor servers, applications, databases, and storage systems using Tivoli and standard monitoring tools to ensure high availability, security, and stability in a 24/7 production environment.
- Incident Detection & Resolution: Detect, analyze, and resolve IT faults promptly, documenting all incidents in accordance with company standards and SLA requirements.
- Incident, Problem & Change Management: Utilize ServiceNOW for managing incidents, problems, requests, and changes, ensuring accurate tracking and timely resolution.
- Fault Escalation: Escalate unresolved issues to on-call services or escalation managers following established protocols to maintain SLA compliance.
- Linux & Windows Server Troubleshooting: Use basic Unix commands (ping, df -k) and Windows commands (ping, ipconfig) to verify server health and address alerts such as service failures, high CPU usage, or unreachable servers.
- End-User Technical Support: Provide client-server related technical support to end users, ensuring security and data privacy compliance.
- Change Implementation: Execute changes in line with ITIL best practices to minimize disruption and maintain system integrity.
- SOP & Documentation: Maintain and update Standard Operating Procedures (SOPs) and training manuals to enhance operational consistency and team knowledge.
- Cross-Functional Collaboration: Work closely with multiple teams and stakeholders to improve incident response, communication, and operational efficiency.
Senior Analyst, IT Technical Services
Dell Technologies
03.2022 - 05.2025
- Technical Support Delivery: Provided IT support via video calls, email, and chat, resolving client-server incidents and end-user requests efficiently while consistently meeting SLA targets and enhancing customer satisfaction.
- Server Operations: Administered and maintained Windows and Linux servers in 24/7 production environments, ensuring optimal performance, availability, and fast recovery from incidents.
- System Monitoring: Performed daily system health checks using monitoring tools such as Zabbix, ServiceNOW, and Tivoli to proactively detect anomalies and address them before critical impact.
- Change Management: Executed planned system changes in line with ITIL best practices, with detailed documentation and coordination to minimize operational disruption.
- Incident Escalation: Coordinated escalations with cross-functional teams to manage faults efficiently, improving response times and maintaining SLA compliance during critical situations.
- Stakeholder Communication: Alerted internal teams on system health issues to promote rapid response and collaborative problem-solving for smoother incident resolution.
- Process Improvement: Streamlined change implementation documentation process, reducing approval cycle time by 35% and enhancing traceability for audits and incident reviews.
Server Technical Analyst
Dell Technologies
04.2018 - 03.2022
- Monitoring System Deployment: Implemented Zabbix across Windows and Linux environments, enabling real-time monitoring of CPU, memory, disk, and network for proactive issue resolution.
- Cross-Functional Collaboration: Worked closely with sysadmins, DBAs, and network teams to resolve critical alerts quickly, reducing unplanned downtime and ensuring system stability.
- Performance Analysis: Interpreted system dashboards and reports to detect usage trends, helping improve server performance and optimize resource consumption across multiple environments.
- Tech Evaluation: Researched and evaluated emerging monitoring tools and techniques to continuously improve alert accuracy and reduce noise in complex infrastructure setups.
- Process Improvement Achievement: Redesigned alert correlation logic in Zabbix, reducing redundant alerts by 50% and enabling faster incident triage across distributed support teams.
Technical Service Desk Support
DXC Technology (HPE)
05.2017 - 07.2017
- End-User Support: Delivered first-line technical support for hardware, software, and network issues, maintaining a 95% first-call resolution rate for faster issue recovery.
- Ticket Management: Managed service requests through ServiceNOW, accurately logging and prioritizing tickets to ensure efficient queue handling and resolution tracking.
- Collaboration & Escalation: Coordinated with second-level support and infrastructure teams to escalate critical incidents, minimizing business disruption and restoring services quickly.
- Customer Communication: Communicated clearly with end-users to understand issues and guide troubleshooting, building trust and improving overall support experience.
- Process Improvement Achievement: Created a quick-reference troubleshooting guide that reduced average call handling time by 20% and improved new hire onboarding efficiency.
Education
Bachelor of Computer Science (Hons) - System & Networking
Universiti Tenaga Nasional (UNITEN)
Putrajaya01.2017
Foundation in Computer Science - undefined
Universiti Tenaga Nasional (UNITEN)
Putrajaya01.2013
Skills
- Proficient in managing Windows Server and Oracle Linux environments
- Skilled in using ServiceNOW and Dynatrace for system oversight
- Automation & Scheduling: UC4
- Virtualization Platforms: VMware vSphere, ESXi, vCenter Server
- Cloud Platforms: Basic knowledge of AWS and Microsoft Azure
- ITSM & Ticketing Systems: ServiceNOW
- Remote Support Tools: Microsoft Teams, Zoom, Remote Desktop, TeamViewer
- Productivity Tools: Microsoft Office Suite (Word, Excel, PowerPoint), Outlook, Teams, Office 365
- Scripting (Basic): Bash, PowerShell
- Proficient in Linux and Windows command-line interfaces
References
- Christine Lim, Former Director/Direct Line Manager, 012-4391928, Dell Technologies
- Amir Mohamad, Former Shift Lead, 016-6837791, Dell Technologies
CORE EXPERTISE
- Windows & Linux Server Administration
- IT Infrastructure Support
- System Monitoring (Zabbix, ServiceNOW)
- Incident & Problem Management
- Root Cause Analysis (RCA)
- Virtualization (VMware vSphere, ESXi)
- Performance Tuning & Optimization
- Change Management (CHG Execution)
- Cross-Functional Team Collaboration
- Technical Escalation Handling
Timeline
Client Server Specialist
Commerz Global Service Solutions
05.2025 - Current
Senior Analyst, IT Technical Services
Dell Technologies
03.2022 - 05.2025
Server Technical Analyst
Dell Technologies
04.2018 - 03.2022
Technical Service Desk Support
DXC Technology (HPE)
05.2017 - 07.2017
Foundation in Computer Science - undefined
Universiti Tenaga Nasional (UNITEN)
Bachelor of Computer Science (Hons) - System & Networking
Universiti Tenaga Nasional (UNITEN)