Cloud Arc
Selangor
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
Work History
Technical Support Engineer
FUJIFILM Business Innovation Malaysia Sdn Bhd
09.2015 - Current
- Company Overview: Industry: Computer / Information Technology (Hardware)
- Provide exceptional customer service and first-call resolution for Fujifilm customers, handling general inquiries, consumable orders, and service support requests
- Configure and troubleshoot MFD network setups and provide client diagnostics
- Serve as first point of contact while maintaining a professional image for CSC and Fujifilm
- Deliver remote support for MFD and printer issues using ScreenMeet, LogMeIn & TeamViewer
- Use knowledge bases to quickly diagnose and resolve hardware/software issues, maximizing device uptime and minimizing escalations to specialists
- Classify incoming requests accurately and follow proper logging procedures using system resources
- Process customer orders for consumables and supplies efficiently
- Follow Fujifilm policies, procedures, and code of conduct in all daily activities
- Maintain quality standards while considering environmental impact per company policies
- Handle live chat support for customers in Malaysia and Singapore
- Provide additional IT support for SME customers as needed
- Industry: Computer / Information Technology (Hardware)
Technical Support Specialist
Hewlett-Packard Multimedia Sdn Bhd
01.2011 - 07.2015
- Company Overview: Industry: Call Center / IT-Enabled Services / BPO
- Handle incoming telephone calls (50%) and emails (50%) providing IT support for hardware, software, and general technical inquiries
- Provide first-level support using LogMeIn remote session tool to assist users with operating system, hardware, and software issues
- Use BMC Remedy ITSM ticketing system to track and escalate unresolved issues to second-level support
- Assist with iPhone and BlackBerry device activation using MDM Airwatch and BlackBerry Enterprise System
- Maintain daily to-do list to track and resolve all user requests
- Support two Asia Pacific accounts: Chevron Corporation (Singapore, Philippines, China, Indonesia, Thailand, Hong Kong, Malaysia, and Korea) and Symantec (Singapore and China)
- Industry: Call Center / IT-Enabled Services / BPO
Customer Service Executive
Alliance Bank
09.2008 - 12.2010
- Company Overview: Industry: Banking / Financial Services
- Handle incoming calls from the Commercial Banking Hotline for product inquiries, complaints, and feedback about commercial and SME banking services
- Forward complaints and business leads to relevant departments for follow-up
- Make outbound calls including: Welcome calls to new SME customers after loan approval, Exit interviews with SME customers, Business Platinum Card cross-selling to SME customers, Marketing campaign calls as needed
- Prepare and submit daily and weekly reports on schedule
- Industry: Banking / Financial Services
Customer Service Representative
Symphony Group of Companies
09.2007 - 07.2008
- Company Overview: Industry: Call Center / IT-Enabled Services / BPO
- Handle incoming phone calls from customers in Malaysia, Singapore, and Hong Kong regarding banking insurance products
- Address customer complaints about insurance policy cancellations and implement retention strategies to prevent future cancellations
- Document feedback and promptly escalate serious concerns or urgent issues to management
- Industry: Call Center / IT-Enabled Services / BPO
Customer Service Representative
VADS BERHAD
09.2006 - 08.2007
- Company Overview: Industry: Call Center / IT-Enabled Services / BPO
- Answering incoming calls from Malaysian customers regarding problems, dissatisfaction and product enquiries regarding TM streamyx internet service
- Customer is given assistance with first-level troubleshooting before the issue is escalated to the appropriate team for further inspection
- Document daily issues reported and promptly follow up to ensure customer satisfaction
- Industry: Call Center / IT-Enabled Services / BPO
Telemarketing
Genting Resort berhad
02.2006 - 08.2006
- Company Overview: Industry: Entertainment / Media
- Handle incoming calls from Genting customers regarding product inquiries, complaints, and feedback about the Genting Casino Programme
- Conduct customer phone surveys to gather feedback on service quality and marketing initiatives, while promoting the Genting Casino Programme
- Industry: Entertainment / Media
Recruiter
Tele-temps Asia Pacific Sdn Bhd
07.2005 - 01.2006
- Company Overview: Industry: Human Resources Management / Consulting
- Conduct phone calls to prospective candidates to schedule further interviews with the recruitment agency regarding their job applications
- Interacting with potential employers in search of a candidate who can fulfil their criteria
- Industry: Human Resources Management / Consulting
Computer technician
Easycom Sdn Bhd
02.2003 - 11.2004
- Company Overview: Industry: Computer / Information Technology (Hardware)
- Diagnosing and troubleshooting hardware, software, and network issues
- Install and configure operating systems, software applications, and drivers on various OS (Win 98, ME, 2000 & XP) & ensure that software is updated and compatible with the hardware components, and troubleshoot software-related issues
- Perform maintenance and repair tasks on computer hardware components such as desktops, laptops, servers, printers, and peripherals
- This includes upgrading hardware, replacing faulty parts, and ensuring proper functioning of the equipment
- Assist in setting up and maintaining computer networks, including local area networks (LANs) & configure network devices, troubleshoot network connectivity issue, and ensure data security and integrity
- Industry: Computer / Information Technology (Hardware)
Education
CompTIA A - IT
Trainocate
01.2023
Networking Essentials - Networking Basic
Cisco Network Academy
01.2021
Professional Certificate in Business Studies/Administration/Management - Business Administration
Systematic College
01.2005
Primary/Secondary School/SPM/"O" Level in Others - Sains Stream
S.M.Confucian Secondary School
01.2002
Skills
- Intermediate OS (Windows XP, 7, 8, 10, 11 & MAC OS)
- Remedy Ticketing System
- ITSM services
- Printer & Scanner Troubleshooting
- Customer Service Foundations
- Office (Word, Excel, Power Point, Outlook)
- Networking Essentials (Cisco)
- Basic ITIL
- Microsoft Azure AI Fundamentals
- Microsoft 365 Fundamentals
- Proficient in CompTIA A Standards
- Incident management
- Problem-solving
Additional Information
MYR 5,600, Fully Remote, Hybrid, Kuala Lumpur, Selangor, www.linkedin.com/in/cloudarc
Languages
Mandarin (Primary)
English
Bahasa Malaysia
Personal Information
- Location Preference: Fully Remote
- Location Preference: Hybrid
- Location Preference: Kuala Lumpur
- Location Preference: Selangor
- Age: 40
- Expected Salary: MYR 5,600
- Gender: Male
- Nationality: Malaysia
Timeline
Technical Support Engineer
FUJIFILM Business Innovation Malaysia Sdn Bhd
09.2015 - Current
Technical Support Specialist
Hewlett-Packard Multimedia Sdn Bhd
01.2011 - 07.2015
Customer Service Executive
Alliance Bank
09.2008 - 12.2010
Customer Service Representative
Symphony Group of Companies
09.2007 - 07.2008
Customer Service Representative
VADS BERHAD
09.2006 - 08.2007
Telemarketing
Genting Resort berhad
02.2006 - 08.2006
Recruiter
Tele-temps Asia Pacific Sdn Bhd
07.2005 - 01.2006
Computer technician
Easycom Sdn Bhd
02.2003 - 11.2004
Networking Essentials - Networking Basic
Cisco Network Academy
Professional Certificate in Business Studies/Administration/Management - Business Administration
Systematic College
Primary/Secondary School/SPM/"O" Level in Others - Sains Stream
S.M.Confucian Secondary School
CompTIA A - IT
Trainocate
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