Work experience

• Managed Services Engineer

  Zoom Communication Inc.

  2024.10-Current

  (2 years)

  Served as the POC for ZVA while supporting Zoom Contact Center, Zoom Phone, and Zoom Rooms, ensuring incident resolution within SLA targets. Optimized chatbot conversational design by refining intents, consolidating duplicate flows, and improving training phrases to reduce misclassification and enhance user experience. Monitored production environments to detect anomalies and support proactive issue prevention. Reviewed ZVA performance indicators such as intent accuracy, Self-Service Rate (SSR), and knowledge base match results to support bot optimization efforts. Investigated chatbot conversation issues by analyzing intent matching, conversation flows, and knowledge base responses. Collaborated with engineering teams to diagnose and resolve complex system issues. Performed integration and configuration troubleshooting, including reviewing API responses, logs, and system settings, and escalating complex issues to engineering teams. Analyzed knowledge base usage and query match results to identify potential content gaps and improve response coverage. Managed incidents and service requests, including MACD (Move, Add, Change, Delete) operations, following ITIL-aligned service management processes. Collaborated with Engineering and Product teams to reproduce complex issues, validate fixes, and deploy configuration updates. Supported enterprise integrations involving CRM systems, telephony routing, SSO, and APIs, ensuring smooth operation across Zoom ecosystem products. Communicated incident updates and mitigation plans to stakeholders and provided post- incident summaries.
• Manufacturing System Software Development Engineer

  Intel Microelectronics (M) Sdn Bhd

  2022.04-2024.09

  (2 years)

  Formery known as Automation Engineer System Integrator in ATM ATM Production Flow (transactions, SECS/GEM communication , data flow etc.) Autonomous Operation(AO) Script Development SPOC in version release project ASRS dependencies integration support Familiar with CCB process and ServiceNow ticketing system
• Information Technology Intern

  Malaysia Life Reinsurance Group Berhad (MLRe)

  2021.01-2021.04

  (4 months)

  Migrated data from manual storage systems to SQL Server databases.

Projects

• Intel Internal Project

  2025.10-2025.12

  (3 months)

Educational experience

• University Malaya

  Master in Data Science

  2025.10-Current

  (10 months)
• University Malaysia of Computer science and engineering

  Bachelor of Computer Engineering with Honours， Computer Engineering

  2017.04-2022.03

  (5 years)

Languages

Certificates