Muhammad Naim Farhan Mahamud Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Handling calls and replying to emails pertaining to Prudential Application technical issues. - Ticket logging with description of issue reported, details enquired during probing and troubleshooting steps done during call.- Provide explanation on latest news, campaign on Agency Circular.- Provide feedback on common issues and on how to improve call duration to reduce Call Average Handling Time.- Assist on knowledge sharing with new hire on how to handle calls with proper etiquette and within company regulations.- Attend training and knowledge sharing sessions to better improve service quality.-

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Contracted with Getronics Solution (M) Sdn. Bhd.- Responsible for handling calls and emails from RHB Bank Staff account (Client) in Malaysia and Singapore.- Perform 1st level Technical support and troubleshooting as per guidelines provided by RHB support. - Maintaining good SLA practice and follow up with support/client on each case. - Document all the probing and troubleshooting steps. In case issue persist, escalate the ticket to respective support team for further action.- For high severity case, do a follow up with the Person In Charge every 30 minutes and informed VIP and VVIP user via Email/SMS on the latest status of the case.- Up to date with any update/changes with RHB policy. - Remain professional and level headed while retaining empathy when handling/communicating with user.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Responsible for handling calls related to technical issue of M365 application, SAP and others application/portals supported by PCC.• Follow the basic script of greeting, probing and closing during handling calls.• Provide an ICT service desk Level 1 troubleshooting, before proceeding to escalate to Level 2 Service desk in case required. • Provide credible information entitle to Petronas user according to the work ethic and SLA.• In case of sensitive information, further verified user base on the verification questions in the probing script provided by PCC before informing user.• Up to date to any changes/update in the system to smoothen the workflow of helping user resolving their issue/request.• Attend training meeting to enhance and recap all L1 troubleshooting for enhancing work performance.• Usage of good communication skill to ease the understanding of user regardless of ages.

Johor, Malaysia

The intern was divided into two-phase, the first was with the Field Support Service Team (FST) at Wisma TNB JB for 1 and a half months, while the second phase was following the Telecommunication team of the ICT department.Accomplishments:• Fix common technical issues that been reported by workers in Wisma TNB JB • Handles problems such as unable to detect the printer, cannot connect to the internet and setting up video conference equipment for meetings. • Went to PMU to prepare channel according to client need.• Handles case related to network breakdown• Regular check up on PMU and PPU.

Johor, Malaysia

Responsible to assemble window frame, installing ceiling, painting steelwork and cutting glass for window.

Putra Jaya, Malaysia

Responsible to take orders from customers, promoting and ushering customers into the restaurant.

Computer And Communication Engineering, Electrical, Electronics And Communications Engineering

A Level