Haikal Bakhtiar
Data Analyst · System Tester · SLM Specialist · Travel Planner
Computer Science graduate with hands-on experience in IT Service Management, operational reporting, data analytics, and multi-country travel planning.
About
I'm a Computer Science graduate based in Kuala Lumpur with hands-on experience in Data Analytics, System Testing, and Service Level Management within structured ITSM environments. I specialize in translating contracts and operational processes into measurable KPIs, validated dashboards, and risk-controlled releases — ensuring accuracy, compliance, and data-driven decision-making.
Beyond corporate operations, I manage small business revenue tracking and booking data, strengthening my discipline in transaction validation, reporting accuracy, and margin analysis. I also bring real-world coordination experience as a freelance tour guide across 20 countries, combining logistics planning, stakeholder management, and operational execution.
💡 I work best where data, process, and accountability intersect — turning complexity into structured, measurable outcomes.
Data Analytics
5 end-to-end case studies covering service desk, fraud, retail, operations, and profitability analysis.
System Testing
Functional testing, regression, UAT coordination, and defect lifecycle management across IT projects.
Structured test cases for functional and regression testing across end-to-end business workflows.
Full defect lifecycle in JIRA — logging, tracking, prioritising, and resolution sign-off.
Working directly with business stakeholders to run and document user acceptance testing.
Pass/fail summaries, coverage metrics, and go-live risk assessments for management.
Service Level Management
SLA definition, breach monitoring, root cause analysis, and compliance reporting in ServiceNow environments.
Defined SLA targets by priority tier (P1–P4) aligned to business and contractual requirements.
Daily and weekly breach tracking reports — identifying teams and categories exceeding thresholds.
RCA on SLA breaches to surface systemic issues — volume spikes, capacity gaps, category patterns.
ITSM platform configuration, SLA rule setup, and compliance dashboard management.
Freelance Tour Guide & Planner
20 countries. Personalised itineraries. Adventure, culture, and off-the-beaten-path experiences across Asia, Europe, Central Asia, and beyond.
Contact
Available for data analytics projects, system testing roles, SLM consulting, and freelance tour planning. Based in Kuala Lumpur — willing to relocate.