Name: SHATIMA TUKIMAN
NRIC: 880120-06-5270
Date of Birth: January 20th, 1988
Nationality: Malaysia
Sex: Female
Marital Status: Single
Mailing Address: C16-03A, Centrestage, Section 13, 46200 Petaling Jaya, Selangor, Malaysia.
Phone: +60-19-689-8411 (Mobile)
Email:
Current Position: Japanese Speaker GIS Support Analyst at Esri Malaysia Sdn. Bhd.
Years of Experience: 4 years
Career Objective
I am currently looking to expand my skills and knowledge in not only in theIT engineering field, but also in the Management field.I am looking forward to experience a new environment so that I am open for a more challenging opportunity.
Employment/ Work Experience
- Emerio (Malaysia) Sdn. Bhd.
Japanese Speaking IT Analyst (May 2011 – September 2012)
Monitoring alarms and provides support for customer’s access line, leased line, IP-SEC in APAC, US and EU regions for Arcstar network, Arcnet and GIN.
I have worked as a Local Customer Front for EU and US region, and at the same time, troubleshooting the network outage (Tier 1 & Tier 2 technical support).
I have also liaised with the carriers i.e. TM, Fiberail, TCL, Indosat etc., customers and vendors in each of APAC countries to bring up the circuits.
Service Management Executive (also called as Service Manager) (October 2012 – September 2014)
My primary role is to manage customer’s global network i.e. IP-VPN, leased line, IP-SEC, CISCO hardware, servers, network incident reporting and also act as the direct and primary escalation point for clients.
Also, I am preparing a monthly report for the clients such as Service Quality Report, and a more detailed report for a large scale outage such as Incident Report. From the report, I will analyze the Root Cause for each outage and comes out with an improvement plan if needed.
If there is an improvement plan needed, I will work on this plan together with the Improvement Plan team and local carrier support to improve the service for better network performance. This is to ensure that client will satisfy and happy with the service.
Furthermore, I will also coordinate a monthly meeting with the customer either face-to-face or through a tele-conference. During this meeting, I will better analyze on client’s concern about the network performance.
Also, I am updating the Service Manual Guide (Maintenance Guide) and giving training to the new and senior front team members based on the Service Manual Guide. From this training, it can help the team to refresh their memories and better understand the rules and procedures when troubleshooting the network outage.
At the moment, I am currently managing 3 big clients under my portfolio i.e. International Bank, local Oil and Gas Company, and Electronic company.
- Esri Malaysia Sdn. Bhd.
Japanese Speaking GIS Support Analyst (October 2014 – Current)
Provide support on ESRI GIS software product to the customer and ESRI distributor companies.
Working as the Customer Front for EU and APAC region, and at the same time, troubleshooting the issue related to the software.
Educational Background
2009 – 2011Degree in Information and Telecommunication Engineering
Tokai University, Nishino, Numazu City, Shizuoka Prefecture, Japan
2006 – 2009Diploma in Electrical and Electronic Engineering
Industrial University of Selangor (UNISEL), Shah Alam, Selangor, Malaysia
2004- 2005Malaysian Educational Certificate (SPM) “O - Level”
MRSM Tun Ghaffar Baba, Jasin, Melaka, Malaysia
Certification
ITIL (2013)
TOEFL (2011)
Japanese Language Proficiency Test - Level 2 (2009)
TOEIC (2008)
Japanese Language Proficiency Test - Level 3 (2007)
Interest and Skills
HobbiesYoga, jogging, travelling, cooking, make up
Languages Skills (Speaking and Writing)Malay (Native), English (Advanced), Japanese (Advanced)
ComputingGood working knowledge of Microsoft Office software, C Programming, UNIX, knowledge in using Microsoft Windows OS, Mac OS, CISCO
References
Name: Sasha Rahman
Position: Service Delivery Manager
Company: Emerio (Malaysia) Sdn. Bhd.
Email:
Name: Arba’ainJaffar,
Position: Lecturer
Company: Japanese Associate Degree Program (MARA)
Phone: +60-3-5522-340