Experience

Sunway Medical Centre

• Malaysia
• Hospitals and Health Care
• 700 & Above Employee

• IT Support Specialist

  • May 2022 - Present

  IT Engineer(SEP22-Current) -Troubleshooting network operating system, software and hardware -Support remote users problem from other locations where necessary -Installation, configuration and assigning new and existing desktop and or notebooks to end users based on operation tickets -Performing after hour on-call work when necessary -Promoted efficiency among departments with prompt resolution of system issues. -Submitted service tickets for equipment maintenance requests. -Translated complex technical issues into digestible language for non-technical users. -Taking new users through the orientation process -Documented support interactions for future reference. Service Desk (MAY22-AUG22) -Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution. -Properly escalate unresolved queries to the next level of support -Resolved common user concerns by utilizing preset issue resolution scripts. -Engaged in user support interactions via telephone, chat and email platforms. -Ensure all helpdesk tickets are closed within SLA set -Prepare weekly activity reports and inform management of recurring problems -Followed up with clients to verify optimal customer satisfaction following support engagement and -problem resolution. Show less



Radiant Global ADC Sdn Bhd

• Malaysia
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Employee

  • Oct 2018 - Apr 2022

  IT Helpdesk L1 (JAN21-SEP22) -Managed inbound follow-up calls from higher level staff regarding their pending request and incident -Handled cases of request and incident logged by customer/staff via IT Portal (AEON Portal) -Performed POS software installation -Troubleshooted POS software (Settings, Screen Display, Clock, Network Connection ) and hardware issue (Printer, Scanner, Customer Display, Port for Cash Register) -Handled critical cases which requires urgent assistance (End of Day issue, Start of Day, Server Down) -Monitored network and server’s behaviour and reset server (if required) all outlets -Activated, deactivate account and reset password for an existing ID -Worked closely side by side with POS expert for better understanding and more efficient technical solution -Always make sure that all pending tickets in queue to be settle within SLA and KPI agreement Hardware Technician/ Repairer (JUL20-JAN21) -Repaired retail’s POS devices (printer, scanner, touchscreen monitor, customer display) -Fixed hardware and software for barcode printer -Delivered fixed hardware to client directly as per requested by client for better explanation on issue and how to maintain device IT Helpdesk (OCT18-JUL20) -Handled all inbound calls and emails to client general inquiries, request and incident issue related to company’s product and services -Created all calls reported request and incident using Online Ticket Reservation System (OTRS) -Provided on-call support and basic troubleshooting for critical cases related to hardware and software -Escalated unsolvable ticket with complete required details to higher level and relevant department -Maintained and updated client’s information in system database -Provided technical support to reset password for multiple account (Windows, Email, SAP Account) -Performed outbound calls to client for follow-up purpose. Show less