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Network Power<100 people
Roles
💰100%
Investor & VC
✨100%
Business Owner
👍100%
Sales & BizDev
Geos
🇪🇸100%
Spain
Work Background
NCS GroupOperation Support Executive & Desktop Support Engineer
Sep. 2023• Developed and implemented internal operational strategies, policies, and procedures, increasing the efficiency of end-user computer support services for Singapore’s whole-of-government agencies by 20%. • Coordinated with cross-functional teams to optimize resource allocation and streamline the laptop deployment process, delivering 100% of devices within SLA timelines, ensuring smooth operations. • Monitored key performance indicators (KPIs) related to laptop deployment, achieving a 15% reduction in deployment cycle time by identifying and addressing bottlenecks in the process. • Managed stakeholder relationships with IT teams, HR departments, and new joiners, ensuring a 95% satisfaction rate during the onboarding and deployment process. • Implemented operational policies and procedures to uphold compliance standards, reducing non-compliance risks by 10% and aligning with organizational objectives. • Stayed updated on industry best practices, introducing process improvements that enhanced efficiency and maintained the organization’s competitive edge in the IT support landscape. • Responded to 100+ monthly service requests from staff, resolving issues related to hardware, software, and connectivity with an average resolution time of 4 hours. • Maintained accurate inventory of IT assets, achieving 99% asset tracking accuracy and reducing lost or unaccounted-for equipment by 10%. • Diagnosed and troubleshot recurring desktop and network issues, leading to a 20% decrease in incident recurrence through root cause analysis and long-term solutions.
PS MaryamCo-Founder
Jul. 2021 - Aug. 2023• 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 in customer acquisition. • Optimized ad performance by analyzing metrics and adjusting campaigns, improving return on ad spend (ROAS) by 25%. • Expanded brand visibility and engagement through digital marketing strategies, achieving a 40% increase in website traffic and 20% growth in sales.
FLEXIROAMHead of Customer Support & IT
Apr. 2019 - Jun. 2021• Developed customer service strategies, achieving consistent 4-star ratings across major platforms (iOS, Google Play, TrustPilot). • Ensured 95% SLA compliance for key accounts, maintaining service quality over 24 months. • Streamlined IT workflows, improving on-time delivery rates by 25%. • Reduced product-related complaints by 10% through customer feedback integration. • Spearheaded the preparation and review of 20+ SOWs for service delivery with a 95% on-time delivery rate. • Facilitated cross-departmental collaboration in finalizing SOWs, leading to a 10% reduction in revisions during the contract phase. • Identified potential risks within SOWs, contributing to a 20% decrease in project delays and 10% reduction in budget overruns.
FlexiroamCustomer Support & IT Coordinator
Apr. 2015 - Mar. 2019• Facilitated the hiring, training, and KPI settings for customer support team members, resulting 80% from total agents consistently achieving and exceeding key performance indicators (KPIs). • Spearheaded restructuring the framework and design rules for case categories and workflow; 30% increased in CSAT. • Developed and implemented the strategy to enhance self-service options for customers; achieved a 20% enhancement in SLA performance by launching the Knowledge Base and Chatbot. • Mentored and trained a team of network technicians, resulting in improved performance and increased knowledge within the department; the team demonstrated enhanced knowledge and expertise, as evidenced by a 20% decrease in average handling time. • Successfully oversaw the consolidation of products; from VOIP services to mobile data services, while retaining 80% of assigned accounts and rated 80% in CSAT during the transition period. • Collaborated with product development teams to incorporate customer feedback and preferences, resulting in a 10% decrease in product-related customer complaints. • Streamlined the fulfillment process for B2C & B2B; Improved the order cycle and the on-time delivery rate by 25%. • Implemented a comprehensive re-structuring of the company's IT policies, ensuring alignment with industry best practices, enhancing security measures, and promoting efficient use of technology resources; improved policy compliance by 25%. • Successfully sourced and acquired essential IT resources and services, optimizing operational efficiency and reducing costs by 10% while ensuring seamless support for business operations. • Effectively ensured network reliability and adherence to service level agreements (SLAs) by proactively monitoring and resolving issues, resulting in consistently high uptime performance; leading to a 10% reduction in recurring network issues and minimizing downtime.
FLEXIROAM System Support Analyst & IT Specialist
Apr. 2012 - Mar. 2015• Primary contact for a diverse customer base (B2B/B2C), achieving a 95% customer satisfaction rating, strengthening relationships, and increasing loyalty by 20%. Maintained SLA compliance for 3 years. • Prepared comprehensive troubleshooting documents and guides based on thorough research and analysis, resulting in a 20% reduction in average resolution time for technical issues. • Collaborated closely with software developers, project managers, and other stakeholders to ensure the product met business requirements and user needs. Consistently proposed at least 1 process improvement per quarter based on analytical insights. • Successfully managed and maintained critical technology infrastructure, including the telephone system (PABX), network infrastructure, and software and hardware assets, ensuring IT service SLA compliance for 3 years. Implemented a network monitoring system, achieving a 30% reduction in network downtime and improved network performance. • Developed and implemented a comprehensive IT disaster recovery plan, reducing recovery time by 40% in simulated scenarios to ensure uninterrupted business operations. • Set up and configured virtual meetings using platforms like Zoom, Microsoft Teams, and Google Meet, successfully resolving 95% of technical issues in real-time, minimizing downtime and disruptions. • Conducted regular maintenance and troubleshooting of CCTV systems, achieving 99% uptime and optimal functionality. • Utilized advanced tools and software to monitor GSM network performance, maintaining a 98% uptime across all services. Conducted detailed analysis on GSM network performance data, leading to a 20% improvement in overall network efficiency. • Coordinated with alternative service providers in 100% of cases where primary services failed, ensuring no service interruptions within budget constraints.
Global Touch Resources Sdn BhdOperation Analyst
May. 2011 - Apr. 2012• 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. • Conducted detailed analysis of operational processes, providing actionable insights that resulted in measurable performance improvements. • Supported cross-functional teams in executing strategic initiatives, ensuring timely project completion and meeting 100% of project deadlines.
CIMBCustomer Service Officer
Nov. 2008 - Apr. 2011• Provided prompt and effective assistance to customers who have questions or concerns about their credit card accounts, current account, housing loans and fixed deposit within SLA. • Promoted to special team within 3 months; with higher access rights • Met the KPI every month for 2 consecutive years.
GITN Sdn BerhadTechnical Assistant
Feb. 2007 - Oct. 2008• Point of contact for clients to ensure that their network is protected against online threats and to address any issues they encounter while using the network. • Met and exceeded the targeted number of devices with Endpoint Protection before the deadline for the assigned region, achieving a 100% completion rate. Additionally, provided valuable support to another region, ensuring successful completion of the installation phase. • Contributed to the successful implementation of internet bonding solutions for multiple clients, resulting in an average increase of 40% in internet speed and improved network reliability. • Assisted the Project Manager with the day-to-day operation such as scheduling, reporting and mileage claims.
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