Dedicated Helpdesk Support currently providing technical support in a 400+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Expertise:

• Technical Troubleshooting
• End User Training
• Virus Detection, Removal & Prevention
• IT Infrastructure & Performance Tuning

Technical Summary

Certifications:

• CompTIA Security+ Certified.ce

Networking:

• LANs / WANs

Hardware:

• desktops, laptops, printers, scanners, projectors

Applications:

• Anydesk, Symantec Backup, FreshDesk

Professional Experience

NSSIT Solution Sdn Bhd, Kuala Lumpur | Helpdesk Support, Sep/2022 to Present

Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Lodge ticket for every issue reported and maintaining SLA.

• Provided level 1 support for 400+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.
  

• Closed 95% of trouble tickets on the first call without escalation.

• Resolving complex issues including system crashes, network slowdowns, connectivity problems.

• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Training

Datakraf Solution Sdn Bhd, Kuala Lumpur | IT Support, Jan - Jul 2021

Took role as IT Support trainee, Provides technical support to Petronas users on 1st level issues such as software, hardware, security, and network file drive. This support level are carried out to ensure user can continue working at home in professional environment.

Education

UniKL MIIT, Kuala Lumpur | Bachelor Of Computer Engineering Technology (Networking Systems) With Honors

Courses: Network Design, Network Security, Network Interconnection, Network Operating System, Advance Routing, Multilayer Switching, Network System Management, Network Troubleshooting.