Siti Munirah Shahar
Summary
I believe long terms goals are achieved when we break them into smaller achievable goals. My short-term goal is to get a job in an organization that is progressive and performance driven. I wish to join a competent team wherein I can add value to projects and in turn, take home learning as well. My long-term plan is to secure a challenging position as a helpdesk engineer in the organization and deliver my best. I am also positive that I’m able to work well in a team environment due to my friendly personality and be able to work hand in hand for the team, if given the chance. Lastly, I’m capable of maintaining calm cool composure even when navigating challenging situations and frustrating clients.
Overview
17
17
years of professional experience
Work History
Helpdesk Support
Hitachi Systems Network Technologies Pte. Ltd
06.2023 - Current
- Single point of contact for end user to log incident and service request via email and hotline
- Co-ordinate with different support team to ensure issue resolved with proper resolution recorded
- Follow SOP and Policy defined
- Provide incident management for all in-scope assets.
- Service Ownership – SPOC for all tickets and provisioning
- Responsible for all EUC Remote tickets resolution. Use remote diagnoses and resolution where appropriate
- Responsible for Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
- SLA compliance and Reporting.
- Implementing best practices to reduce time and increase efficiency.
- Incident ownership, monitoring, tracking and communication with all parties.
- Escalate incidents according to agreed SLA.
- Incident closure & Vendor Coordination.
- Develop and maintain Service Desk metrics and reports.
- Focus on First Call resolution to ensure early closure of tickets
Service Desk Operator, Field Technical Spt Cons I
DXC Technology
07.2018 - 06.2023
- Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers.
- To contribute on customer service delivery in accordance with set SLA
- Log all issue and timely create close cases and to escalate to proper support groups if there is a P1/P2 incident.
- To escalate other issues to the various levels and functional groups which is not within the scope of service desks.
- Assisting to do initial diagnostic, categorization, set priority, dispatch job
- Use JIRA/ServiceNow as incident management ticketing medium & assigned issues properly to correct support team/group.
- Ensures 3rd Party Cases, L2 cases and others are followed up with.
- Ensures cases are not missed in Helpdesk mailbox and reminds engineers to attend to any open cases.
- QC the tickets that had been done by the onsite engineers.
- Ensures DL list and others are updated on time.
- Contribute and Submit knowledge base.
- Assisting manager to produce a healthcheck report for the client to review on previous day’s reports and summary
Customer Experience Specialist
Delta Airlines
09.2016 - 05.2018
- Attend to customers’ enquiries in airlines regarding pets, kennels, schedule changes, etc.
- Make outgoing calls to inform passengers on schedule changes or irregular operations.
- Handling and reissuing of new tickets
- Guiding passengers on the call if they have any difficulties purchasing or have a new ticket
Specialist, Service Desk
NCS Pte Ltd
01.2015 - 09.2016
- Provide 1st level of support for customers inquiries & request with regards to IT issues via calls, email, & instant messaging platforms
- Manage user accounts, passwords & permissions
- Check and repair application problem
- Install/Uninstall software in house application use by the end-users
- Resolved issues with regards to Desktop/Network Printers/Scanners
- Attend different MS Outlook issues
- Send updates & Inform user about his/her raised issues as well as the ticket/incident number
- Use REMEDY as incident management ticketing medium & assigned issues properly to correct support team/group
- To use Active Directory as medium to perform different request & queries from customers (account lock-out, password reset, user account management, distribution list)
- To contribute on customer service delivery in accordance with set SLA
- To escalate other issues to the various levels and functional groups which is not within the scope of service desk
- Log all issue in Incident management system and analyzed for a solution or escalate to proper support groups.
Technical Customer Service Officer (Global Helpdesk)
SingTel Telecommunications
04.2012 - 01.2015
- First level troubleshooting and managing customer with first call resolution, before escalating case to backend engineer.
- Liaising with the Field Technician onsite for troubleshooting and assist to provide technical details relating to the cases
- Assisting in provisioning/fault reporting of satellite services via telephone and email
- Assisting in arranging for a Field Technician to attend onsite for MIO TV services when a customer reports on MIO TV issues
- Guiding customers on how to use mass SMS(Bizlive) and assisting them on formatting the contacts and messages.
- Processing and data entering of daily orders in system.
- Apart from faulty lines, customer may also be requesting for activation or top-up of SIM Card, which will proceed to complete the request and reply the customer via email.
Fulfilment Officer
Appco Pte Ltd
01.2011 - 04.2012
- Processing and data entering of daily orders in system.
- Performing simple admin duties like filing and scanning of forms.
- Performs service calls to customers and answering customer’s product enquiries
- Processing of the Sales executive’s payrolls.
- Responsible for collating statistics which will be used for company’s benefit.
- Assigned to other ad-hoc jobs that needed manpower.
- To provide administrative support for front-desk personnel.
Customer Service Consultant
Starhub Limited
08.2010 - 12.2010
- Receiving of calls on complaints on mobile services
- Assist on Level 1 troubleshooting
- Assist on enquiries on price plans and specifications on mobile phones
- Processing and data entering of daily orders in system.
Sales Executive
Gain City
03.2010 - 08.2010
- Sells company’s goods
- Performs service calls to customers and answering customer’s product enquiries
- Representing company at exhibitions,events.
- Assigned to other ad-hoc jobs that needed manpower.
- Challenging any objections with a view to get customer to buy
- Liaising with suppliers to check the progress of existing orders
- Checking the quantities of goods on display/instock
- Reviewing personal sales performance,aiming to meet/exceed target
IT Helpdesk (School Internship)
Mailfax Industries
09.2009 - 12.2009
- First Level Troubleshooting of routers/modems
- Provide support via phone calls for technical issues
- Assigned to other ad-hoc jobs that needed manpower.
- Processing and data entering of daily orders in system.
Education
Higher Nitec - Information Technology
ITE College Central
Singapore04-2010
GCE N & O Levels -
East View Secondary School
Singapore10-2007
Skills
- ITIL
- Proficient in speaking and writing English and Malay
- Microsoft Word, Outlook, Excel and PowerPoint
- Macromedia Dreamweaver
- Adobe Photoshop
- Java system
- Programming
- Internal Telco System such as FRMS, Pegasus, FMS, Nortel, Remedy, Axis, Delta Term
- JIRA, ServiceNow,PC Visor,Ivanti
Timeline
Helpdesk Support
Hitachi Systems Network Technologies Pte. Ltd
06.2023 - Current
Service Desk Operator, Field Technical Spt Cons I
DXC Technology
07.2018 - 06.2023
Customer Experience Specialist
Delta Airlines
09.2016 - 05.2018
Specialist, Service Desk
NCS Pte Ltd
01.2015 - 09.2016
Technical Customer Service Officer (Global Helpdesk)
SingTel Telecommunications
04.2012 - 01.2015
Fulfilment Officer
Appco Pte Ltd
01.2011 - 04.2012
Customer Service Consultant
Starhub Limited
08.2010 - 12.2010
Sales Executive
Gain City
03.2010 - 08.2010
IT Helpdesk (School Internship)
Mailfax Industries
09.2009 - 12.2009
Higher Nitec - Information Technology
ITE College Central
GCE N & O Levels -
East View Secondary School