SAshakirah adilah
@shakirahadilah
IT Support Engineer with 9 years' experience in technical troubleshooting and service desk operations.
MalaysiaWhat I'm looking for
I am an IT Support Engineer with nine years' experience delivering technical support across onsite and remote environments, focused on ensuring system reliability and strong user satisfaction.
I have worked in multinational, high-volume service desk roles handling incident logging, escalation to Level 2, SLA compliance, and first-call resolution using tools such as Citrix, Windows OS, Microsoft Office, and various remote-support platforms.
My background also includes on-site hardware, network and server support, aerial drone mapping and processing certifications, and a commitment to process improvement and clear communication to drive operational efficiency.
Experience
Work history, roles, and key accomplishments
Service Desk Engineer
ITCONNECTUS Pte Ltd (Lenovo PCCW)
May 2024 - Present (1 year 4 months)
First point of contact for customer technical issues, diagnosing and resolving incidents remotely while maintaining accurate logs and escalating complex cases to Level 2 to meet SLAs and improve workflow efficiency.
Service Desk Engineer
ITCAN Pte Ltd (NCS Group)
Dec 2023 - Apr 2024 (4 months)
Delivered first-level IT support for enterprise clients via phone and remote tools, achieving high first-call resolution and maintaining SLA compliance through timely escalations.
Customer Engineer
SOLSIS (M) Sdn. Bhd
Jul 2019 - Jul 2023 (4 years)
Provided on-site hardware, software, and network support as primary client liaison, resolving desktop, peripheral, and server issues and preparing detailed technical and project reports.
System Support Executive
ESNS MSC Sdn. Bhd
Jun 2015 - Jun 2019 (4 years)
Managed helpdesk operations for a hospital IT environment, monitored server and Citrix performance, conducted hardware servicing, and maintained daily system performance reports.
Education
Degrees, certifications, and relevant coursework
Politeknik Sultan Mizan Zainal Abidin
Diploma in Programming, Programming
2012 - 2014
Grade: 2.96
Completed a Diploma in Programming with a CGPA of 2.96, covering programming fundamentals and applied software development concepts.
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
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