Nurul Alya binti Abdul Rahman

IT Support and UC/AV Support expert with practical experience in assisting end-users, providing application support, troubleshooting hardware and software, managing network connectivity, and deploying enterprise meeting rooms. Skilled in Windows support, Zoom Rooms, installation and setup of AV/UC equipment, delivering remote support, handling incident management, and creating technical documentation. Demonstrated capability to offer on-site technical assistance, resolve technical problems, and aid customers in high-demand settings.

UC/AV Junior Support Technician at CONNECTB PLT (2026-07 – Present)

• Provide technical support and deployment for enterprise UC/AV meeting room solutions, including Zoom Rooms.
• Configure and deploy 5+ Zoom Rooms using Neat Pad and Logitech Tap.
• Install and troubleshoot Neat, AVer, Logitech, and Yamaha AV/UC equipment across customer environments.
• Provide on-site technical support across 10+ customer sites, including system setup, troubleshooting, testing, and commissioning of 5+ meeting rooms.
• Use Zoom Admin Portal to configure and support Zoom Room environments, including meeting room setup and audio system troubleshooting with Yamaha Voice Lift.
• Conduct customer training and system handover, and maintain accurate technical and configuration documentation.

Application Support Analyst I at Xilnex Holdings Sdn. Bhd. (2026-01 – 2026-04)

• Provided first-line application and system support to users, troubleshooting technical issues within SLA requirements.
• Communicated with users via phone, email, and internal platforms to diagnose issues and provide technical assistance.
• Managed support tickets and maintained accurate incident documentation.
• Investigated application and system issues before escalating complex incidents to relevant technical teams.
• Monitored escalated incidents and maintained knowledge base documentation to support timely resolution.

IT Support Protégé at Aexis Technologies Sdn. Bhd. – Hospital Sultanah Bahiyah, Kedah (2025-01 – 2025-12)

• Provided end-user technical support for hardware, software, network, and system-related issues in a healthcare environment.
• Assisted with system integration, network configuration, and audiovisual systems to support uninterrupted hospital operations.
• Installed, configured, and maintained IT systems, equipment, and peripherals.
• Provided remote desktop support and guided users through technical troubleshooting and issue resolution.
• Troubleshot LAN connectivity, cabling, routers, switches, and network-related issues.
• Performed preventive maintenance to improve system stability and reduce downtime.
• Escalated complex technical issues to senior technical teams when required.

Web Developer Intern at National Cyber Security Agency (NACSA), Malaysia (2024-03 – 2024-07)

• Enhanced and debugged the PRKM System, improving system functionality, performance, and database reliability.
• Assisted with system and database updates while coordinating with ICTSO teams and government agencies.

Bachelor of Computer Science (Honours) in Information Security & Assurance – Universiti Sains Islam Malaysia (USIM) (2024)

Module II – Kolej Matrikulasi Pulau Pinang (KMPP) (2020)