NABILATUL FIKRIAH BINTI HAMDAN
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
Work History
IT Service Desk Engineer
Great Eastern Life Assurance
2022.11 - Current
- Serve as the first point of contact for seeking technical assistance, remote connection software and email.
- Determine the best solution based on the issue and details.
- Reduced downtime for end-users by providing timely resolution of technical issues and proactive maintenance.
- Coordinated software deployments while minimizing disruption to end-users during the process.
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
- Record events and problems and their resolution in internal ticketing system.
Field Service Engineer
GETRONICS (S) PTE. LTD SINGAPORE
2021.10 - 2022.10
- Supporting user accounts based on assigned client profiles such as Thermofisher, Honeywell, Master Builder Solution etc
- Perform hardware break fix and troubleshooting on laptops/desktops/workstations of an Industry-leading brand
- Provide first level troubleshooting includes onsite and remote support, job scope and hardware incident escalation
- Perform part replacements on site at customer premises on an assigned area determined by the Planner
- Accept and close tickets independently using mobile apps designed for field service
- Return parts in an orderly and timely fashion
- Working on deployment of machines for clients.
Desktop Support Engineer
NCS PTE. LTD. SINGAPORE
2020.01 - 2021.10
- Involves in the deployment of SSOE2 (School standard operating Environment) machines for Schools and MOE Institutions
- Performs tasks such as Cloning and Configuration of Windows 10 Operating System
- Install, upgrade, support and troubleshoot of Windows OS, desktop applications, hardware and peripherals
- Monitor, update and installation of system security & patches; software and antivirus such as TrendMicro
- Performs Deletion & Sanitization of Hard Disk
- Trains and coach end users on new configured machines usage
- Decommissioning of IT assets, stock takes and filing records of IT school assets
- Provide first level troubleshooting, job scope and hardware incident escalation for the following list of equipment: SSOE Server, SSOE Network Attached Storage, SSOE Router, SSOE Core & Edge Switches, SSOE Uninterruptable Power Supplies, SSOE Wireless Access Points, SSOE Desktops, and IPad, SSOE Mobile Carts
- Printers, scanners, classroom management systems, optical mark readers, barcode readers, digital cameras, digital video cameras, projectors and AVA system.
Helpdesk Analyst
GETRONICS SOLUTION SDN BHD
2018.10 - 2019.12
- Supporting client’s (Baker Hughes) employees in worldwide range
- Help Desk operates 24x7x365
- Handling call, e-mail & web chat for all things routed through the Help Desk
- Perform 1st level troubleshooting with or without remoting tools on desktop and basic systems/network issues
- Escalate requests/issues to the appropriate resolver group according to SLA (Service Level Agreement)
- Ensure customer service is timely, professional and accurate, following any defined policies and procedures
- Communicate known problems and fixes and submitting knowledge solutions to team members
- Liaise with managers and staff members to address end user issue.
Project Engineer
2R CONTROL AUTOMATION SDN BHD
2016.05 - 2018.09
- Mainly in Energy management Consultation, Automation and Lightning Surge Protection
- Automation and Energy management
- Monitoring work progress within client timelines and practicing after sales procedures
- Perform troubleshooting and supporting on client’s site without remoting tools on desktop and basic systems/network issues
- Structure, planning and design according to client plan
- Escalate requests/issues to the appropriate vendor resolver group
- Ensure customer service is timely, professional and accurate, following any defined policies and procedures
- Communicate known problems and fixes and submitting knowledge solutions to team members
- Discuss and liaise with managers and vendors on clients issues
- Assisting and hands on the projects installation for the few list of projects.
Education
Bachelor of Engineering (Hons.) - Mechanical Engineering
UNIVERSITI TENAGA NASIONAL (UNITEN)
12.2015
Matriculation - Physical Sciences Program
Kolej Matrikulasi Pulau Pinang (KMPP)
12.2011
Skills
- Ticketing System
- Remote Support
- VPN Configuration
- Wireless Networking
- Microsoft Office
- Application Maintenance support levels.
- Windows OS 7 , Windows OS 8, Windows 10
- Basic trouble shooting the Laptops/PC.
- Installation of Third party software / Antivirus
- Formatting/installing/Restoring/Repairing/Recovery of Windows Operating System.
- Configuring Microsoft Outlook / Drivers.
- File Management
- Internet basics
- Testing basics
Availability
1 Month Notice
Areas Of Interest
Field Engineering, Technical services, Installer, Operation, Consultancy, Management
Personal Information
- Age: 32
- Gender: Female
- Nationality: Malaysian
- Marital Status: Married
- Visa Status: Work Pass Holder
References
- PHILIP WEE LIK SEONG,
Service Delivery Manager, Getronics (S) Pte Ltd,
(65) 9023 6891, phillip.wee@getronics.com,
351 Braddell Rd, #03-04, Singapore 579713
- RAY LIM,
Recruitment Consultant, Alphaeus Pte Ltd,
(65) 8318 8840, ray@alphaeus.com.sg,
8 Eu Tong Sen Street, #19-98/99, the Central, Singapore, 059818
- PAUL MICHAEL SAMY,
HR/IT Supervisor, Getronics Solutions Sdn Bhd,
(60) 16 373 3500, paul.michael@getronics.com,
207, Menara Tan & Tan, Jalan Tun Razak, Kuala Lumpur, Federal Territory of Kuala Lumpur, 50400
Timeline
IT Service Desk Engineer
Great Eastern Life Assurance
2022.11 - Current
Field Service Engineer
GETRONICS (S) PTE. LTD SINGAPORE
2021.10 - 2022.10
Desktop Support Engineer
NCS PTE. LTD. SINGAPORE
2020.01 - 2021.10
Helpdesk Analyst
GETRONICS SOLUTION SDN BHD
2018.10 - 2019.12
Project Engineer
2R CONTROL AUTOMATION SDN BHD
2016.05 - 2018.09
Bachelor of Engineering (Hons.) - Mechanical Engineering
UNIVERSITI TENAGA NASIONAL (UNITEN)
Matriculation - Physical Sciences Program
Kolej Matrikulasi Pulau Pinang (KMPP)
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