Siti Hajar

Creative Technical Support Representative who is eager to find 
novel and productive solutions for customer issues. Adapts to unique
complaints and queries with thorough research and expert critical
thinking skills. Committed to problem resolution and customer
satisfaction. Detail-oriented, organized and meticulous in employee.
Works at fast pace to meet tight deadlines. Enthusiastic team player
ready to contribute to company success.

- Perform daily user ID administration tasks across five ticket queues: Password reset, Production Support, Deletion, Modification, and ID Creation.
- Receive, verify, validate, and release Privileged IDs according to release procedures, maintaining and updating the privileged ID and Service ID database.
- Conduct quarterly privileged ID reviews and half-yearly all ID reviews, ensuring data accuracy and consistency, and follow up with Business Units on the reviews.
- Manage ID provisioning during project cut-over, migration, deployment, and Disaster Recovery (DR), with 24/7 standby duty for troubleshooting during these events.
- Update existing ID management documentation and create new documentation as necessary.
- Assist the team lead in monitoring and task segregation during their absence, and coach team members in solving complex provisioning issues.
- Collaborate with the team lead on new system/project transitions and troubleshooting user-raised issues, working with other teams as needed.
- Monitor and ensure work and ticket quality from each team member to minimize human errors.
- Participate in auditing processes and provide necessary information to IT Governance.
- Prioritize and handle incident tickets based on their priority, record and classify received incidents, assign unresolved incidents to appropriate Tier Support Groups, and keep users informed about their incidents' status at agreed intervals.

B.SC. IN INFO. STUDIES (HONS)
(INFORMATION SYSTEM : Information System Management)
Universiti Teknologi Mara (UITM) - Shah Alam, Selangor