Work experience

• Technical Support Engineer

  Tungsten Automation

  2025.01-Current

  (a year)

  (1 year 3 months) Technical Support Engineer supporting enterprise customers in production environments, providing L2/L3 technical support for mission-critical automation and document processing platforms. Key responsibilities include: • Troubleshooting complex application, infrastructure, and integration issues across Windows Server, IIS, and SQL Server environments • Performing root cause analysis (RCA) and collaborating with engineering and product teams on escalated cases • Supporting authentication, access control, and configuration-related issues (SSO, permissions, service accounts) • Analyzing logs, system configurations, and customer environments to diagnose performance, stability, and data issues • Creating and maintaining internal knowledge base documentation and contributing to process improvements Currently expanding cloud infrastructure knowledge and applying operational troubleshooting principles to AWS environments as part of AWS Solutions Architect Associate (SAA-C03) preparation.
• Level 2 Application Support Engineer

  Ideagen

  2023.04-2024.10

  (2 years)

  3 years 2 months (1 year 7 months) As a Level 2 Support Engineer, I excel in providing advanced technical support and resolving complex issues to ensure optimal system performance and customer satisfaction. Building upon my experience as an Application Support Engineer, my updated responsibilities include: - Providing specialized technical support to customers, addressing escalated issues and complex troubleshooting scenarios with a high level of expertise and efficiency. - Collaborating closely with Level 1 support teams to provide guidance, knowledge transfer, and mentorship in handling escalated cases and improving overall support capabilities. - Utilizing advanced troubleshooting techniques and in-depth analysis to diagnose and resolve complex software issues, including system integration challenges, performance optimization, and advanced configuration scenarios. - Leading efforts to develop and implement proactive measures, such as automation scripts and monitoring tools, to identify and address potential issues before they impact customers. - Acting as a subject matter expert in specific areas of technology or product functionality, providing training and support to both internal teams and customers as needed. - Engaging directly with development teams to provide detailed analysis and insights on escalated defects or bugs, facilitating expedited resolution and effective communication with customers. - Continuously updating and expanding technical knowledge through self- directed learning, training programs, and collaboration with peers to stay abreast of emerging technologies and industry best practices. My transition to a Level 2 Support Engineer reflects my commitment to excellence, technical proficiency, and dedication to delivering exceptional support and solutions to our valued customers.
• Application Support Engineer

  Federal Territory

  2021.09-2023.04

  (2 years)

  (1 year 8 months) As an Application Support Engineer, I specialize in resolving customer issues and optimizing system performance. My day-to-day responsibilities include: - Providing prompt and effective support to customers via Zendesk, troubleshooting issues ranging from software functionality to compatibility and access permissions. - Methodically replicating customer-reported issues and experimenting with various variables such as software versions, operating systems, and configurations to pinpoint root causes and devise solutions. - Provide technical and end user support for technologies related to our products (SQL, .NET, IIS) - Investigating document file issues by analyzing file formats and configurations, collaborating with customers to gather necessary data for thorough troubleshooting. - Leveraging database queries to investigate and resolve access-related issues, ensuring seamless access to files and folders for customers. - Configuring and troubleshooting Single Sign-On (SSO) solutions, including setup, maintenance, and issue resolution to enhance user authentication and streamline access management. - Executing PowerShell scripts to manage user profiles, update passwords, and perform administrative tasks efficiently and securely. - Escalating identified defects or bugs to development teams using Jira, providing detailed reports and collaborating with developers to expedite resolution and minimize impact on customers. - Investigating issues related to email notifications by analyzing mail server logs and utilizing SendGrid to identify and resolve bounce or block issues, ensuring uninterrupted communication channels for customers. My proactive approach, technical expertise, and commitment to customer satisfaction enable me to deliver timely and effective solutions, contributing to the success and growth of the organization.
• Instrumentation and Control Engineer

  Ekova System Sdn Bhd

  2019.11-2021.09

  (2 years)

  (1 year 11 months) Develop Environment Monitoring System(EMS) for data centre industry

Educational experience

• Universiti Kuala Lumpur

  Mechatronics, Robotics, and Automation engineering

  2016.09-2019.10

  (3 years)

Certificates