Project: Pharmaceutical IndustryI am a dedicated and detail-oriented Learning Request Management Specialist with a strong background in IT Service Management (ITSM). My expertise lies in overseeing the entire lifecycle of service requests, ensuring efficient handling and fulfillment of the request management process. With a passion for optimizing service delivery and enhancing user satisfaction, I have a proven track record of successfully managing and resolving a diverse range of service requests within complex organizational environments.• Oversee and manage the end-to-end request management process, ensuring timely and effective handling of service requests.• Collaborate with various IT and business teams to fulfill service requests and improve service delivery.• Ensure that all service requests are accurately logged into the service management tool.• Fulfill requests according to standard operating procedures.• Track and monitor the progress of service requests.• First point of contact for users submitting service requests.• Handle the initial assessment, categorization, and prioritization of requests.• Communicate with clients to provide status updates and resolve queries.• Ensure compliance with organizational policies and maintain accurate audit trail for all requests.

Project: Smart Payment Solutions and Services Company• Perform administrative activities in the Learning Management System (Success Factors) and provide all learning process support to users nationwide.• Provide a monthly report to highlight an overview of LMS usage and activities such as number of new course enrollments, completion rate, any technical issues or challenges encountered with the LMS Platform or ticketing system (JIRA).• Followed up with users to verify optimal customer satisfaction following support engagement and problem resolution.• Provided learning inquiries, technical issues, and administrative tasks for users via JIRA.• Create an Items, classes, Program, surveys, and mark completion status for users.• Documented support interaction for future reference.• Created a support documentation that enables user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.• Create and maintain a Standard Operating Procedure (SOP) and Standardized Work Instructions (SWI).• Proficient in Microsoft Office suite specifically Microsoft Excel and widely used Pivot Table, VLOOKUP, and Formula feature to provide a monthly report.

Project: Pharmaceutical CompanyDedicated professional with a proven track record of creating, implementing, and managing comprehensive learning and development programs within pharmaceutical sector.• Skilled in administering LMS (SAP SuccessFactors) platform to facilitate training delivery, track learner progress, and generate reports for regulatory audits and performance evaluations.• Experienced in training coordination, including scheduling, logistics management, and resource allocation to ensure smooth execution of learning programs.• Strong attention to detail and data-driven approach to analyze training metrics and assess program effectiveness.• Provide reliable and quick customer support to multinational users related to learning activities, including inquiry resolution, request management and troubleshooting technical issues via emails, ticketing platforms (ServiceNow) and phone calls.• Monitor and process Priority 1 tickets that need to be completed in less than 2 hours to maintain agreed SLA’s.• Delivering 100% accuracy mainly in data entry and processing.• Create, modify, and deactivate courses, curriculum, classes, Instructors profile, and more.• Working in 24/7 shift rotation and experienced assisting users nationwide.• Proficient in daily use of Microsoft Excel, Word, Outlook, and PowerPoint for effective task management, data analysis, email communication, and presentation creation.

SAP MM support by handle day-to-day support remotely / email /phone call. Involve in project leasing PO number (simulation system),Zentory for POC data, Enhancement of SAP ECC6 and SRM7 for Prince Court Medical Centre (PCMC) Summary: Help clients in defining their needs and direct them to the corresponding modules and functionalities.• Conceptualise functional analyses and the modeling of business processes in relation to project targets.• Liaise with client for project development and provide training.

Project: Wood Texture Detection with Conjugate Gradient Neural Network AlgorithmConduct literature reviews , collect and analyze dataPrepare, maintain, and update website materials

Test silicone products, raw materials, and developmental samplesDocument and report resultsOperate and maintain testing equipment