Khairunnas Bin Nasaruddin
Petaling Jaya
Summary
IT professional with strong foundation in providing exceptional technical support. Proven ability to manage and resolve variety of IT-related issues efficiently. Known for reliable team collaboration and adaptability to dynamic environments. Skills include troubleshooting, customer service, and technical knowledge.
Overview
19
19
years of professional experience
Work History
IT Service Desk Analyst
ATOS IT Services And Solutions
02.2024 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Managed high levels of call flow and responded to technical support needs.
Network Specialist
Maxis Sdn Bhd
06.2019 - Current
- Network/Phone troubleshooting
- Support for Back End task
- Handling PIC task for Email and special cases
- Proactively support the team by doing overtimes whenever needed
- 90-100% attendance and punctuality
Technical Support
Teledirect Asia
03.2018 - 01.2019
- Company Overview: Axiata KL Sentral
- Support Singapore customer for Samsung project
- IT/Android mobile and home appliances technical support (HA specialist)
- Received compliments letter from customer
- Handling Back End Task for Special Incidents
- Axiata KL Sentral
Customer Service Specialist
Vads BPO
07.2017 - 03.2018
- Company Overview: TTDI Damansara
- Support US customer for Ultra Mobile project
- Handling billing queries and Mobile network configuration
- No MC and excellent attendance
- Support Team lead to handle new staff
- TTDI Damansara
Technical Support
Teledirect Asia
06.2016 - 07.2017
- Company Overview: Axiata KL Sentral
- Support Singapore customer for Samsung project
- IT/Android mobile and home appliances technical support
- Received compliments letter from customer
- Handling Back End Task for Special Incidents (Note 7 issue)
- Awarded with Perfect Attendance Award for No MC for 6 months
- Axiata KL Sentral
Customer Service Rep
Digi Telenor Bhd
11.2015 - 05.2016
- Company Overview: Shah Alam
- Handled approximately 120 calls a day
- Assist billing inquiries, basic phones troubleshooting and network issues
- Performed cross-selling products such as latest cellphone promo and plans
- 100% attendance and punctuality monthly
- Proactively support the team by doing overtimes whenever needed
- Shah Alam
Customer Service Rep
Mobile One Ltd
08.2011 - 05.2013
- Company Overview: Vads TTDI
- Handle inquiries, complaints on billing, payment extension, device troubleshooting
- Professionally and calmly assisted different types of customers' issues
- Awarded a HEALTHY STAFF AWARD of The Months (No MC for 3 months & 6 months)
- Vads TTDI
Junior Supervisor
Wani Saloon & Spa
09.2009 - 06.2011
- Company Overview: Klang
- Handled stocks availability and restock products
- Treating male's customers for facial and spa treatment
- Maintaining customer satisfaction and making plan future promotion and forecast sales
- Klang
Receptionist
Residence Desa Lagoon
08.2005 - 07.2006
- Company Overview: Port Dickson
- Check-in guests, manage cash flow, update room status
- Arrange transportation service for in-house guests
- Port Dickson
Education
Degree - Information Technology (Major Mobile Computing)
Open University Sri Rampai
11.2024
Diploma - Hospitality Management and Tourism
Management & Science University
01.2009
SPM -
Sekolah Menengah Agama
Batang Padang, Perak01.2005
Skills
- Public Speaking
- CRM
- APPROPOSS
- PROXY
- DNA
- ZENDESK
- MICROSOFT APPLICATION
- AZURE
Languages
English
Bahasa Malaysia
Interpersonaltraits
- Fast learner, willing to learn and pick up new skills
- Passionate, committed, independent and people person
- Hardworking and team player
- Able to work under pressure
Awards
- Healthy Staff of the Month, Teledirect Asia
- Healthy Staff of the Month, Mobile One
- Healthy Staff of the Month, Unknown
Others
RM4500, Notice 1 month, Mr Taqy, Supervisor, Maxis, +60126905287, Ms Fazuin, Supervisor, Maxis, +60172040466, Khairuddin, Brother, 0123020051
Timeline
IT Service Desk Analyst
ATOS IT Services And Solutions
02.2024 - Current
Network Specialist
Maxis Sdn Bhd
06.2019 - Current
Technical Support
Teledirect Asia
03.2018 - 01.2019
Customer Service Specialist
Vads BPO
07.2017 - 03.2018
Technical Support
Teledirect Asia
06.2016 - 07.2017
Customer Service Rep
Digi Telenor Bhd
11.2015 - 05.2016
Customer Service Rep
Mobile One Ltd
08.2011 - 05.2013
Junior Supervisor
Wani Saloon & Spa
09.2009 - 06.2011
Receptionist
Residence Desa Lagoon
08.2005 - 07.2006
Diploma - Hospitality Management and Tourism
Management & Science University
SPM -
Sekolah Menengah Agama
Degree - Information Technology (Major Mobile Computing)
Open University Sri Rampai
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