ANAS BIN ZAINUDDIN
Technical Support Officer
Putrajaya
Summary
Bringing 17 years of expertise in technical support, I have consistently excelled in handling live chat, email, inbound and outbound calls, and managing ticketing incidents. My career has been dedicated to supporting companies focused on technical support and customer relations. I specialize in application and technical support, with a strong enthusiasm for delivering exceptional customer service. My role extends beyond day-to-day operations as I actively participate in top management meetings, providing insights and reporting directly to the head of the department. I am committed to improving user experiences and contributing to strategic decisions that drive customer satisfaction and business success.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Deputy Head of Technical Department
ISCADA NET SDN BHD
10.2016 - Current
- Technical Support Leadership: Oversaw the provision of technical support for 10000 customer nationwide, ensuring high-quality service and customer satisfaction.
- Ticketing System Administration: Utilized Freshdesk as the ticketing system to manage and track intra-department support requests, optimizing workflow and resolution times.
- Contractor Coordination: Managed relationships with contractors, ensuring alignment with company standards and timely execution of maintenance and service tasks.
- Team Management: Led a team of nearly 40 staff members across four units: Deployment, Helpdesk, Monitoring, and Operations. Provided guidance, support, and performance management to ensure team effectiveness.
- Strategic Meetings: Regularly participated in top management meetings, contributing to strategic discussions and reporting on departmental performance and initiatives.
System Support Management
S5 SYSTEM SDN BHD
11.2014 - 09.2016
- Training & Assistance: Provided comprehensive training and support to immigration officers at embassies, airports, and border control points, ensuring they were proficient in using the Entry/Exit System.
- Technical Support: Assisted with technical issues related to the Entry/Exit System, troubleshooting and resolving problems promptly to minimize disruptions in operations.
- SLA Adherence: Ensured all technical issues were addressed and resolved within the agreed Service Level Agreements (SLA), maintaining a high standard of service delivery.
- System Optimization: Collaborated with IT teams to enhance system functionality based on user feedback, improving overall efficiency and user satisfaction.
- Documentation & Reporting: Maintained detailed records of training sessions, support activities, and issue resolutions, providing regular reports to management.
System Engineer Junior
The New Straits Times Press
07.2009 - 10.2014
- Support for 2,000 Staff: Provided technical support to a large user base of 2,000 staff, handling a wide range of issues across desktop, network, and infrastructure systems.
- Ticket & Call Management: Efficiently received and managed support tickets and calls from users, prioritizing and resolving issues in a timely manner to minimize downtime.
- Desktop Support: Assisted users with desktop-related issues, including hardware, software, and operating system troubleshooting, ensuring smooth daily operations.
- Network & Infrastructure Support: Maintained and troubleshooted network and infrastructure components, ensuring reliable connectivity and performance within a publication and printing complex.
- Specialized Software Support: Provided expert support for complex software systems used in publication and printing, resolving technical issues and optimizing software performance.
Application Support Officer
Multimedia Glory Sdn. Bhd.
06.2007 - 08.2009
- Training & Assistance: Provided comprehensive training and support to immigration officers at embassies, airports, and border control points, ensuring they were proficient in using the Entry/Exit System.
- Technical Support: Assisted with technical issues related to the Entry/Exit System, troubleshooting and resolving problems promptly to minimize disruptions in operations.
- SLA Adherence: Ensured all technical issues were addressed and resolved within the agreed Service Level Agreements (SLA), maintaining a high standard of service delivery.
- System Optimization: Collaborated with IT teams to enhance system functionality based on user feedback, improving overall efficiency and user satisfaction.
- Documentation & Reporting: Maintained detailed records of training sessions, support activities, and issue resolutions, providing regular reports to management.
Education
Certificate in Information Technology
Politeknik Kota Kuala Terangganu
Kuala Terengganu, Terengganu, Malaysia 03.2002 - 03.2004
Diploma in Information Technology
Politeknik Sultan Ibrahim
Pasir Gudang, Johor, Malaysia 07.2006 - 07.2007
Skills
Customer service
Organizational skills
Communication skills
Leadership
Administrative experience
Team Management
Languages
Malay
Native language
English
Intermediate
B1
Reference
Reference
Aisamuddin Bin Mohd Ghazali
General Manager
iScada Net Sdn. Bhd
013-3191909
Abdul Hadi Bin Sukaimi
Head of Technical Department
iScada Net Sdn. Bhd
012-7527242
Software
Zendesk
Deltapath
Timeline
Deputy Head of Technical Department
ISCADA NET SDN BHD
10.2016 - Current
System Support Management
S5 SYSTEM SDN BHD
11.2014 - 09.2016
System Engineer Junior
The New Straits Times Press
07.2009 - 10.2014
Application Support Officer
Multimedia Glory Sdn. Bhd.
06.2007 - 08.2009
Diploma in Information Technology
Politeknik Sultan Ibrahim
07.2006 - 07.2007
Certificate in Information Technology
Politeknik Kota Kuala Terangganu
03.2002 - 03.2004
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