HIRMAWATI BT. SYAMSUL BAKRI

Atos Malaysia | Global Continuous Improvement Specialist (2021–Present)

• Conducted analysis for ISD SLAs/KPIs to assess performance and identify areas for improvement.
• Collaborate with Knowledge Management and customer teams to analyze and improve existing processes.
• Establish and promote best practices, conducting tests to ensure employee understanding and process effectiveness.
• Monitor post-implementation progress to ensure sustained improvements and business continuity.
• Prepared reports for data visualizations to present performance metrics and impacts.
• Supported innovation through local projects, piloting new solutions, and staying updated with industry changes.

Atos Malaysia | Global CSAT Specialist (2017–2021)

• Conducted customer satisfaction surveys and monitored feedback across ITSD, OSS, and SRM services.
• Prepared trend reports to identify opportunities for process enhancements.
• Led Root Cause Analysis (RCA) for client issues, developing and implementing improvement plans.

Atos Malaysia | Quality Analyst (2015–2017)

• Led quality assurance initiatives as the primary point of contact, overseeing KPI performance across all service desk accounts.
• Prepared management reports and conducted trend analyses to identify areas for improvement.
• Facilitated coaching sessions and training on quality standards, ISO awareness, and complaint management.

Atos Malaysia | Service Desk Analyst (2011–2015)

• Managed over 20 client accounts, serving as the primary IT services contact.
• Coordinated and implemented change requests, ensuring adherence to schedules and minimizing service disruptions.
• Communicated change schedules, service outages, and maintenance plans to clients.

• Supported the Technical Landscape Service (TLS) team, focusing on specialized services for Shell's Upstream, Project & Technology, and Downstream Business units.
• Managed service requests and incidents related to PCAD, VWS, XP64/VISTA64, and C4C, ensuring issues were resolved within agreed KPIs.
• Collaborated with cross-functional teams to deliver efficient IT support and maintain service quality.

• Provided 2nd level technical support for Streamy broadband customers, addressing issues such as connection failures and modem malfunctions.
• Assisted customers with troubleshooting and guided them through basic technical solutions.
• Documented customer interactions and escalated unresolved issues to the second-level support team.

• Collaborated with engineers in the Product Engineering Development Department to design and develop metal stamping, pipe cutting, and welding components.
• Supported the development and testing of prototypes to ensure product quality and functionality.
• Contributed to process improvements and cost reduction initiatives within the production department.