Nor Munira

Log analysis • Collect the log from various sources, including server, application, network devices and security tools. • Reading and interpreting the logs from Alibaba Cloud and analyse the log to identify performance issue, error and security threat. Database • Responsible in assisting developer for SQL query to retrieve, manipulate and manage the data stored in database. • Work closely with DBA to do data patch for data correction, improve the functionalities and enhancing the performance. Alarm monitoring • Responsible in monitoring overall Touch N go ewallet services and application by using RMS monitoring tools and dashboard. • Quickly identify the root cause and the potential issues through the alarm triggered by analyzing the logs. • Analyse the severity and the potential impact of the alarm. • Document the alarm in detail for the future reference as a part of contingency plan. Alarm configuration • Responsible in configuring the alarm according to the needs of the ewallet services. • Collaborate with cross functional teams to understand the requirement and the key performance metric to configure the alarm. Ticketing • In charge of DuitNow Transactions related ticket (DNQR and DNTF) • Work closely with FI to investigate the status of the transaction whenever user raise concern. • Responsible in double charges, card binding, reload and double charges and Cross border transactions, ALIPAY. • Responsible in handling merchant cases whenever they did not receive the settlement amount. Fraud case management • Managed and resolved tickets related to DuitNow transactions, with a focus on identifying and addressing potential fraud. • Conducted detailed log analysis to identify suspicious activities and trace. • Most common cases involve document forgery, account takeover, chargeback fraud, transaction fraud, phishing scams, fake merchant fraud.

Account Supported: S&P Global (2017-2018) WSP Global Inc (2019-2023) Ferring Pharmaceuticals (current) Responsibility: • Assisting client via phone, email or chat to diagnose technical error or system problem. • Involved in incident and request ticket management via ServiceNow. • Use a ticketing system to log, track, and prioritize support requests. • Work on shift rotational basis 24/7. • Diagnosed and troubleshoot problems related to computer systems, applications, and networks. • Assist with the installation, configuration, and maintenance of hardware and software. • Work closely with other IT professionals to resolve complex issues. • Identify and escalate issues that require specialized knowledge or higher-level support. • Manage backlog tickets. • Assist in the deployment of software updates, patches, and security fixes. • Employing SCCM for software installation and configuration purposes. • Establishing and configuring PC equipment to fulfil stakeholders' specifications. • Offering assistance for BitLocker, Active Directory, and LAPS UI support. • Aiding in Microsoft Azure tasks, including the implementation of Multi-Factor Authentication (MFA) • Configuration of various networks, encompassing Wi-Fi, LAN, and VPN setups. • Providing support for Microsoft Office 365, covering applications such as MS Teams, MS Outlook, MS Word, MS Excel, and OneDrive. • Proficient in addressing P1 tickets • Administration of stakeholder accounts, involving actions like disabling, enabling, locking, unlocking, and password resets. • Adding/removing the security groups in Active Directory. • Aiding in 1st level support for SAP, including tasks such as unlocking accounts and resetting passwords. • Adding or removing stakeholder to/from the Distribution list and Shared mailbox. • Facilitates in SharePoint, Antivirus and Firewall support. • Applying basic programming languages, including SQL, PHP, and JAVA, as needed. • Responsible in backup and restore server and files

• Responding to queries via chat, emails and call. • Providing technical support to client. • Diagnosed and solving hardware and software fault. • Supporting SAP Application in password reset • Supporting Shell application. • Supporting Microsoft Office product especially Microsoft Outlook, One drive, Microsoft Word, and Microsoft Excel. • Track and route incident and request ticket to a proper resolution. • Installing and configuring computer hardware, software, system, printers and scanner

• It’s an initiative designed to identify talent and cultivate their skills. • A leadership program

• Gain exposure to system administration task, such as user account management and system monitoring. • Learn about networking concept and assist in configuring network devices. • Gain hands on experience with routers, switchers and other networking equipment. • Assist in maintaining and configuring computer system. • Learn about security measure and assist in implementing best practices. • Assist in database administration tasks such as data entry, maintaining and querying. • Create and update documentation for IT Processes and procedures. • Seek mentorship from experienced IT Professional.

• Assist customer with enquiries, product information and order processing. • Process sales order, ensuring accuracy and timeliness. • Coordinate with other department to fulfill customer order. • Maintain accurate records of sales activities, customer interactions and transactions. • Prepare and update sales report. • Monitor and manage inventory to ensure product availability.

• Provide product information to customers and address queries. • Provide excellent customer service to enhance the overall customer experience. • Perform general administrative tasks, such as filing, data entry, and maintaining records. • Collaborate with team members to meet sales targets and objectives. • Maintain accurate records of sales activities, customer interactions, and transactions.