IT Support Specialist / Team Lead

I am an accomplished IT Support Specialist with over 14 years of distinguished experience at HCL Technologies Sdn Bhd, delivering enterprise-level SAP and infrastructure support within a global service environment. Throughout my career, I have specialized in SAP Functional Support, particularly in Materials Management (MM), Finance and Controlling (FICO), and Basis at Level 1 support. I have a strong foundation in IT Service Management, handling incidents, requests, and problem resolution efficiently.

As a team lead, I have successfully nurtured and led a high-performing technical team for 8 years, focusing on leadership, mentoring, and performance development. I am passionate about driving automation initiatives and have championed the use of Microsoft Power Automate to reduce manual intervention and repetitive tasks by over 30%, significantly improving operational efficiency.

I have developed executive-level Power BI dashboards to visualize incident trends, service metrics, and productivity analytics, enabling management to make informed decisions based on real-time data. My expertise extends to overseeing end-to-end IT support operations under ITIL best practices, ensuring service operations and governance are maintained at the highest standards.

My educational background includes a Bachelor's Degree in Business Administration with a focus on Finance from UiTM Segamat, Johor, and a Diploma in Accountancy from UiTM Machang, Kelantan. I am also a certified SAP Application Associate in Materials Management, which complements my practical experience in SAP support.

I am committed to continuous improvement and leveraging technology to optimize IT service delivery. My key achievements include reducing manual service tasks by 30% through automation workflows and building Power BI dashboards that are actively used by management for operational decision-making. I am eager to bring my expertise, leadership skills, and passion for IT service excellence to new challenges and opportunities.