Nurul Hasanah Pohan Email & Phone Number

Kajang, Selangor, Malaysia

*supporting Novartis Pharma AG*1. Supporting level 2 troubleshoot for various type of models including MTR on Android (Cisco, Poly, Neat), MTR on Windows (Lenovo, Microsoft Surface Hubs) and legacy devices (Cisco, Poly)2. Managing all devices through Microsoft Teams Rooms Pro Management, Teams Admin Centre, Intune Admin Center and Cisco Webex Control Hub.3. Supporting onboarding of Digital Signage player through Appspace and BrightSign.

Bukit Jalil

*supporting Standard Chartered Bank*1. Responsible for planning, organizing, and evaluating IT operations, ensuring internal service level agreements (SLAs) are prioritized and met according to compliance standard.2. Perform risk and issue management, leading the escalation and resolution of issues where required.3. Demonstrate creative thinking in proposing solutions whether technical issues in Level 1, 2, and 3 or non-technical related.4. Prepare the monthly service report to be presented to the client.5. Develop and maintaining user guides, documentation and knowledge base for support operations.6. Ensure that each teammate meets their Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).7. Manage staff by recruiting, training, coaching, communicating job expectations, appraising performance, assessing individual strengths and weaknesses, and assisting in building talent development roadmaps.8. Identify opportunities for improvement and propose solutions to enhance user experience and refine system functionality.9. Manage and resolve any issues that may arise including HR related matters by serving as the liaison between management and the team to ensure effective communication and alignment.

Bukit Jalil

*supporting Standard Chartered Bank*1. Prepare a monthly report on Incident, Problem, Change Management and Video Conferences booking.2. Develop and maintain documentation, guides and forms for customers/colleague daily operations.3. Handle assigned Incident Management Tier 1 and 2 cases through the Service Now ticketing system promptly by conducting first line troubleshooting with the local site support or AV providers and vendors. This includes issues with live conferences, video equipment, site provisioning and VC infrastructure (Poly RMX, DMA, RPRM, RPD, Poly and Cisco Video Endpoints, Media Suite, Cyviz)4. Handle assigned Change Management which includes change and maintenance in video endpoints and infrastructure.5. Test, certify, and onboard new video conferencing endpoints.6. Perform a global inventory of all physical VC assets, infrastructure and proactively manage the inventory to maintain service levels.7. Organize the daily managed calls and events activities of the Video Operators, ensuring tasks are distributed evenly and completed on time.8. Configure and launch video conference sessions on various video conferencing infrastructure systems (Cisco MSE 8510, Poly RMX) by providing VVIP support, Live Assist, Meet & Greet services until meeting end.9. Manage the entire audio-video event lifecycle including request, requirement gathering, proposal, resource planning, expectation setting, communication, operation run-books, live monitoring, feedback gathering and collaborate with cross-functional teams, including in-country AV support, external AV vendors, managed AV provider and customer stakeholders to oversee all aspects of event delivery.

Kelana Jaya

1. Design, develop, deploy and maintain system applications to meet business requirements.2. Use Project Management methodologies to plan system development, including information gathering, project design summary and high-level timeline (Gantt Chart).3. Develop the application servers from Work, Communication, Preview, Web and Indexing server.4. Customize the application to meet the needs of each customer user.5. Plan and conduct customer training sessions, including creating presentations, technical reports, training materials and documentations guides for end-users and IT personnel.6. Provide post-implementation and ongoing support, including troubleshooting complex issues.7. Collaborate with the customer’s IT team and software developers to resolve infrastructure related problems such as server and database issues.

Cyberjaya

1. Configure and launch video conference sessions using various video conferencing infrastructure systems (Cisco MSE 8510, TelePresence Management Suite) at the scheduled time.2. Provide support for assigned video conferences throughout the entire session by providing Live Assist, Meet & Greet and Dedicated Engineer services.3. Create incident tickets in Service Now for any reported video conferencing issues.4. Troubleshoot first-line issues during video conferences with the customer's local site support and escalate to relevant teams as necessary.5. Accurately and concisely update video conference details post-conference in a centralized database.6. Manage and provide support for complex, high profile multimedia conferencing events.7. Act as a backup for the Video Customer Service team during peak hours, responding to customer queries or requests via email (Zendesk) and phone calls.

Cyberjaya

1. As Tier 1 service support, monitor LAN/WAN, TCP/IP Network and regional/global networks for APAC, America and Europe regions, diagnose and troubleshoot issues related to QoS, packet drop and latency for all provided services.2. Collaborate with Level 2 engineers, vendors and suppliers to resolve Level 2 network problems.3. Work closely with vendors and onsite technicians to identify and resolve network incidents.4. Proactively monitor and manage all network communication equipment, including routers, switches, modems, and UPS.5. Perform WAN bandwidth analysis using performance tools such as Info vista.6. Log and manage all customer queries via telephone and email.7. Coordinate with Carrier’s Change Management to minimize business impact on customers during schedule maintenance.

Cyberjaya

Projects:1. Suruhanjaya Koperasi Malaysia (SKM) Enforcement System.- Generate reports using Crystal Report 2008 and GridView.- Automatically generate a Word Document after key in data for the document.- Creating bilingual screen for each page.- Tools: Microsoft Visual Studio & SQL Server Management Studio- Language: VB.net2. CyberSecurities Malaysia Trustmark- To display a list of supports or complaints, category and remarks by filter it using date, category and status.- To ensure that the edit, delete and add function is functional.- Tools: NetBeans IDE & MySQL Workbench- Language: Java

Cyberjaya

To support and assist IT Team in:1. Analyzing and defining existing business processes.2. Analyzing function specs for completeness & testability.3. Analyzing test output, identifying discrepancies and clearly documenting defects.4. Analysis & design, coding, testing and documentation of software products.

Bachelor

Matriculation

High School