Experience

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  Tzr technology sdn. bhd.

  Jun 2000 - Oct 2003

  Senior system programmer & technical leader
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  Oracle

  Oct 2003 - Nov 2004

  Marketing executive
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  Microlink systems sdn. bhd.

  Oct 2004 - Jul 2006

  Senior analyst programmer
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  Dell

  Jul 2006 - Sept 2014

  • Application Support & Incident Management: Provided top-priority (Class 1) application support, monitored trouble ticket queues, and coordinated with IT and business teams to resolve issues within service levels.• System Maintenance & Process Improvement: Maintained and supported Dell Sales Production Systems, executed standard policies, and developed or improved existing processes for greater efficiency and performance.• Technical Documentation & Reporting: Documented alternative process solutions, maintained system documentation, and produced weekly progress reports to ensure transparency and continuous improvement. Show less • Team Leadership & Coaching: Provided feedback and coaching to enhance service quality, ensured compliance with metrics and procedures, and effectively communicated policies and guidelines.• Incident Management & Escalations: Handled escalations from team members and clients, owned critical incidents, drove resolutions, and identified recurring issues to recommend solutions proactively.• Performance Monitoring & Reporting: Oversaw incident traffic, managed pending OOSLA cases, conducted quality assurance, and generated service performance reports to maintain operational efficiency. Show less

  • Application Support Analyst II

    Jul 2006 - Sept 2014

  • Asia Pacific & Japan GO Production Support - Team Lead

    Jul 2006 - Sept 2014
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  Amway it services sdn bhd

  Sept 2014 - Dec 2015

  It business analyst

  • Software Analysis & Testing: Evaluated software components to determine testing strategies, designed and executed test plans, and debugged applications at the source level for optimal functionality.• Business & IT Liaison: Bridged business users and IT teams, facilitating clear communication during validation and testing to align business requirements with technical solutions effectively.• Cross-Functional Support: Collaborated with multiple business disciplines and cross-functional clients, provided insights and feedback for software improvements, and ensured seamless business integration. Show less

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  The attic

  Jan 2016 - Aug 2019

  Freelancer

  • Arduino & IoT Development: Designed, programmed, and analyzed Arduino-based IoT systems, integrating sensors, microcontrollers, and communication protocols to develop innovative solutions.• IT Tutoring & Training: Delivered comprehensive IT lessons, offering hands-on guidance in programming, hardware troubleshooting, and software applications to support learners of all levels effectively.• E-Commerce Customer Support: Handled customer inquiries, processed orders, and resolved issues, ensuring a seamless online shopping experience through effective communication and problem-solving skills.• Technical & Content Writing: Crafted clear, engaging website content, technical documentation, and instructional guides, translating complex concepts into user-friendly materials with precision and clarity. Show less

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  Agmo studio sdn bhd

  Nov 2019 - Jan 2020

  Quality assurance

  • Software Quality Assurance Activities: Participated in comprehensive testing processes to ensure software applications' functionality, performance, and reliability while adhering to established QA standards.• Security Validation Using OWASP Guidelines: Evaluated mobile application security using OWASP guidelines within an Agile lifecycle, identified vulnerabilities, and ensured robust protection against potential threats.• Risk Identification & Documentation: Identified and documented security risks associated with web and mobile applications, providing detailed analyses to inform development teams and stakeholders.• Vulnerability Assessment & Reporting: Conducted vulnerability assessments for mobile applications, analyzed findings, and compiled comprehensive Security Risk Assessment Reports to guide remediation efforts effectively. Show less

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  Dell

  Feb 2020 - Oct 2024

  Advisor it service operation, senior software engineer - it

  • Major Incident Management: Led primary support for critical and high-priority incidents, ensuring timely resolution within SLA and collaborating with development and engineering teams for escalations.• Problem Management & Root Cause Analysis: Drove problem management initiatives by diagnosing root causes, implementing preventive measures, and coordinating across multiple support teams to enhance system stability.• Technical Documentation & Knowledge Sharing: Documented resolution activities accurately, created and updated knowledge base articles, and contributed to a global knowledge-sharing database for future reference.• IT Compliance & Service Account Management: Coordinated service account password rotations, ensured compliance with SLA timelines, and managed access and erasure tasks related to Data Subject Rights.• Application Support & Deployment: Supported application and project deployments, managed product quality with IT partners, and assisted in month-end and quarter-end financial closure activities. Show less