I am an information management specialist with a Bachelor’s degree from UUM and a Master’s from AAGBS UiTM, holding certifications in project management, IT service management, service desk management, and Windows enterprise support.I manage highly effective teams, aligning organizational resources with strategic goals. Since 2019, I have served as the Information Officer at the FICSA Secretariat, a federation of thirty staff unions and associations across the UN Common System. My prior roles at FICSA include Compensation Officer (2015-2016) and Treasurer (2017-2018), providing me with deep insights into both programmatic and administrative functions.From 2012 to 2019, I managed the WHO Global Service Desk (GSD), supporting over 150 WHO offices worldwide.Since 2011, I have been a staff representative and authored a thesis on factors influencing trade union membership.Key Accomplishments:Digital Transformation:- Supported WHO's ERP system since 2008, transforming administrative work from paper-based to an integrated system.- Led FICSA’s 2019 transition from paper-based processes to integrated IT solutions.Business Analysis & Systems Testing for HR Management:- Bridged business needs with ERP solutions during a three-month assignment at WHO HQ in Geneva (2009).- Simplified ERP solutions for HR managers and ensured solutions met business requirements.Operations Management:- Managed a team of 30 Service Desk Analysts supporting WHO's global IT needs and ERP usage (2012-2019).- Met reporting and information requests from internal and external auditorsProject Management:- Key team member for the global launch of ServiceNow, a cloud-based IT and business service management tool, managing user training and testing for the WHO AFRO region (2017).- Implemented high-impact, low-cost projects, such as Computer-Telephony Integration (CTI) to improve service efficiency.- Led the implementation of the Knowledge Management database in ServiceNow, enhancing problem resolution through keyword search and acting as Knowledge Manager (2017-2019).- Led GSD certification exercise - three-star award by Service Desk Institute (SDI) in 2019