Zulhilmi Ahmad Afif

Developed and implemented internal operational strategies, increasing the efficiency of end-user computer support services by 20%. Coordinated with cross-functional teams to optimize resource allocation and streamline laptop deployment, delivering 100% of devices within SLA timelines. Maintained accurate inventory of IT assets, achieving 99% asset tracking accuracy.

Established a procurement and delivery service, successfully serving over 3500 clients and achieving 95% positive customer feedback. Supervised logistics and coordinated schedules for a team of part-time staff, fulfilling 100% of customer orders within the promised timeframe. Developed and executed targeted ad campaigns across Facebook, Shopee, and Google Ads platforms, resulting in a 30% increase

Developed customer service strategies, achieving consistent 4-star ratings across major platforms and ensuring 95% SLA compliance for key accounts. Streamlined IT workflows, improving on-time delivery rates by 25%, and reduced product-related complaints by 10% through customer feedback integration. Spearheaded the preparation and review of over 20 SOWs with a 95% on-time delivery rate.

Spearheaded Freshservice/Freshdesk implementations, aligning ITSM strategy with business goals, resulting in a 30–50% improvement in resolution time and 25% increase in SLA compliance. Directed automation strategy, deploying orchestrations and webhooks that eliminated manual workflows and reclaimed 20+ hours/month across the Customer Support team. Developed and implemented the strategy to enhance

Served as primary contact for a diverse customer base, achieving a 95% customer satisfaction rating and maintaining SLA compliance for 3 years. Successfully managed and maintained critical technology infrastructure, including the telephone system (PABX) and network infrastructure, ensuring IT service SLA compliance. Developed and implemented a comprehensive IT disaster recovery plan, reducing reco

Actively assisted operations teams in identifying inefficiencies and implementing streamlined procedures, achieving a 15% improvement in operational efficiency and reducing costs by 10%. Contributed to process improvement efforts that enhanced productivity by 20%, optimizing workflow across multiple departments. Supported cross-functional teams in executing strategic initiatives, ensuring timely p

Provided prompt and effective assistance to customers regarding their credit card accounts, current accounts, housing loans, and fixed deposits. Promoted to a special team within 3 months with higher access rights. Consistently met monthly KPIs for two consecutive years.

Served as the point of contact for clients to ensure network protection against online threats and address network issues. Met and exceeded the targeted number of devices with Endpoint Protection before the deadline for the assigned region, achieving a 100% completion rate. Contributed to the successful implementation of internet bonding solutions for schools, resulting in an average increase of 4

Completed an Advanced Diploma focusing on Computer Science and Information Technology. Gained foundational knowledge in IT principles and practices relevant to the field.