Mohd Noor Baha Mohd Nasir Email & Phone Number

Malaysia

Puchong, Selangor, Malaysia

Quality Assurance Team Lead and Trainer· Acted as a key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally. · Supported the development of materials, aids, and curriculum to direct staff in procedures and operations. · Created requirements for milestones and monitored the completion of tasks for the QA team. · Oversaw all aspects of quality assurance, including establishing metrics, applying industry best practices, and developing new tools and processes. · Established new and improved QA processes by developing test processes, and test cases, and assigning and executing tests. · Updated training database to help resolve common issues.· Coached and motivated 5 person QA team to develop competencies. · Communicated directly with the QA team to resolve user-reported problems and questions. · Assured consistent quality of production by implementing and enforcing automated practice systems.· Established and tracked quality department goals and objectives. · Monitored staff organization and suggested improvements to daily functionality. · Implemented new quality assurance and customer service standards. · Applied coaching techniques and tools to support team members in improving performance. · Collected production samples regularly and performed detailed quality inspections. Recorded, analyzed, and distributed statistical information.· Assessed staff needs to develop effective training plans.· Tracked attendance and progress against goals for each participant. · Mentored new hires, resulting in stronger staff development and increased productivity. · Identified and proactively solved internal problems related to employee turnover by revamping training approaches. · Monitored participant workflow and behaviors throughout the training process. · Recruited and trained new members of the guest service team

Muar

· Managed on-site property inspections and worked to resolve issues. · Delivered a high level of service to all customers and effectively resolved issues. · Worked closely with homeowners to ascertain the specifics of the project. · Maintained and updated required materials needed for assigned jobs to sustain inventory. · Responsible in fiber optic (unifi) and cooper (streamyx, phone) cases based on the ticket given by TM · Managing damage/breakdown for TROS - Streamyx, drop wire problem, phone, and modem conversion, changing new phone and modem, cable problem.· Managing damage/breakdown for UA - Unifi, Drop Fiber problem, modem switching (router OUNU - Alcatel, Huawei) · Update progress, repair, and refurbish cabinet.· Train new candidates on the process, workflow, procedure, product, and installation.

Selangor, Malaysia

· Answered calls, emails, and live chats as a service desk analyst to assist customers with basic support, bug fixes, and configuration issues.· Identified system hardware, network infrastructure, and connectivity issues that prevented the execution of user-initiated tasks. · Diagnosed and resolved user system functionality issues to enable the completion of desired operations.· Used remote diagnostic tools to identify sources of certain customer issues. · Responsible for Microsoft Outlook, Exchange, Word, Excel, and Windows Troubleshooting Issues.· Answered and triaged requests for assistance to provide top-notch support.· Addressed user customer service concerns and decided when to escalate problems to specialist team members. · Engaged in user support interactions via telephone, chat, and email platforms. · Managed system-wide operating system and software deployments, as well as related software upgrade problems. · Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution. · Investigated and corrected problems with printers, copiers, and other peripheral devices. · Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution. · Answered multi-line phone system to respond to inquiries and transfer calls to the correct departments and personnel.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

· Handling reports and updates customers; through email updates,phone, and SMS; especially for VVIP customer · Dealing with technicians to resolve faulty Telecom parts until the endof the customer portion. · Performed incident escalation for those incidents that arebeyond l st level to the 2nd level team. · Assign tickets based on the coordinator's specialty.· Monitoring problematic sites closely.· Troubleshoot using TELNET software for CISCO and JUNIPER router. · Trainer of trainee for new staff. (shift staff)· Arranging Simulation/Run-test when customer request.· Develop quick Level l and 2 resolution processes for commonissues for fast restoration. · Ensure closure of tickets through follow-up with the supportengineers and close the ticket after the restoration resolved. (confirmation with customer needed) · Responsible for various products such as Lease line and backupline, IPVPN, IPVALUE, DEL, VSAT, LLN, SPEECH, and SCHOOL BROADBAND · Guiding technician in configuring various types of modems suchas HUAWEI, DUNK, INNACOMM · Responsible for IP address checking, TCP/IP, rerouting link,and troubleshooting. · Administered and prepared programs for IP addresses,developed network resources, and trained support personnel to provide Tier I support to end users. · Monitored servers and escalated emergency technical issuesbeyond the scope to maintain optimum up-time. · Performed troubleshooting for Juniper, Cisco, and packetanalysis. · Demonstrated strong analytical, troubleshooting, and problem-solving skills. · Monitored network capacity and performance, as well asdiagnosed and resolved complex network problems. · Contributed to the implementation and support of SNMP monitoringsoftware and other network monitoring tools. Managed, tracked and coordinated problem resolution and escalation processes.

Master’S Degree, E-Learning Technologies

Bachelor’S Degree, Virtual Reality