Experience

PETRONAS Digital Sdn Bhd

• Malaysia
• Information Technology & Services
• 700 & Above Employee

• Executive Service Desk Operations

  • Apr 2022 - Present

  Responsible to serve a quality customer service desk support via telephone, email and self-service to PETRONAS users to resolve ICT related requests, issues and enquiries. Provide first level of troubleshooting and to perform First Contact Resolution (FCR) whenever applicable. Responsible to escalate tickets to Level 2 Support or Subject Matter Experts (SME) for further assistance and troubleshooting. Responsible to serve a quality customer service desk support via telephone, email and self-service to PETRONAS users to resolve ICT related requests, issues and enquiries. Provide first level of troubleshooting and to perform First Contact Resolution (FCR) whenever applicable. Responsible to escalate tickets to Level 2 Support or Subject Matter Experts (SME) for further assistance and troubleshooting.



Nestlé

• Switzerland
• Food and Beverage Services
• 700 & Above Employee

• Service Desk Analyst

  • Jan 2022 - Mar 2022

  The focal point of contact within Nestlé users to attend any enquiries or issues raised via phone call, email, IM/chats and ticketing system (Service Now). Responsible to attend tickets and escalate any unsolved ticket to level 2, level 3 or subject matter experts for further troubleshooting. Analyze the trend of tickets in daily, weekly and monthly tickets for reporting purposes. The focal point of contact within Nestlé users to attend any enquiries or issues raised via phone call, email, IM/chats and ticketing system (Service Now). Responsible to attend tickets and escalate any unsolved ticket to level 2, level 3 or subject matter experts for further troubleshooting. Analyze the trend of tickets in daily, weekly and monthly tickets for reporting purposes.



Mesiniaga Berhad

• Malaysia
• IT Services and IT Consulting
• 500 - 600 Employee

• Information Technology Service Desk

  • Jan 2019 - Jan 2022

  Attached as Service Desk under UEM Sunrise (service desk outsourcing service) for two years, involved in the project from the transition period to day-to-day operation. Understood and documented the whole process of the operation. Trained and assisted other service desk staffs of the entire UEM Sunrise operation, standby schedule, flow process and etc. Attached as Service Desk under UEM Sunrise (service desk outsourcing service) for two years, involved in the project from the transition period to day-to-day operation. Understood and documented the whole process of the operation. Trained and assisted other service desk staffs of the entire UEM Sunrise operation, standby schedule, flow process and etc.



UEM Edgenta Berhad

• Malaysia
• Civil Engineering
• 700 & Above Employee

• Trainee

  • Aug 2018 - Jan 2019

  Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responsible for providing technical assistance and support related to computer systems, hardware, or software.



Maybank Investment Banking Group

• Malaysia
• Financial Services
• 700 & Above Employee

• IT Support

  • Mar 2018 - Jul 2018

  Attached under IT Support team to provide first-level of IT technical support and assist end users on troubleshoot PC, Network Configuration, perform Backup and Recovery, Installation and Upgrades of software and hardware on daily basis. Attached under IT Support team to provide first-level of IT technical support and assist end users on troubleshoot PC, Network Configuration, perform Backup and Recovery, Installation and Upgrades of software and hardware on daily basis.



PETRONAS

• Malaysia
• Oil and Gas
• 700 & Above Employee

• Intern

  • Jun 2017 - Nov 2017

  Responsible to track, monitor and gather data over twenty-seven business across PETRONAS using SAP to produce weekly and monthly reports which to be delivered to the top management and organization. Responsible to track, monitor and gather data over twenty-seven business across PETRONAS using SAP to produce weekly and monthly reports which to be delivered to the top management and organization.