Khairil Irfan Shahrom
Dengkil,10
Summary
As support professional, brings wealth of managerial experience to efficiently handle customer inquiries and technical issues. Known for fostering team collaboration and consistently delivering outstanding results. Reliable and adaptable, with skills in conflict resolution and team building.
Overview
3
3
years of professional experience
Work History
Support Manager
Standard Chartered Global Business Services
10.2023 - Current
- Managed approximately 20 complexes technical incidents on PEGA applications
- Monitored proactively the system health and performance from ITRS dashboard
- Collaborated with cross-functional teams to identify and resolve complex technical application issues through Azure DevOps (ADO)
- Managed PEGA applications deployments through ADO pipeline
- Performed weekly hygiene maintenance of the applications
- Responsible on providing end users data requests by using Bash Scripting
- Managed daily operations to ensure smooth functioning of the support department
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures
- Collaborated with other teams to identify and resolve customer issues quickly and professionally
- Analyzed customer service data to identify trends, identify solutions and improve customer experience
Bodyshop - Pega Developer and Analyst
Tenaga Nasional Berhad
10.2022 - 09.2023
- Collaborated with Business Analyst, Project Leads and IT team to resolve issues and ensure solutions are viable and consistent to end users
- Responsible in executing back-end process of Procurement Cycle Digitalization (PCD) under PEGA Platform, Supply Chain Management System (SCMS), SAP Logon and Oracle SQL Developer for Sourcing Module and Material Management Module
- Monitored and resolved incident tickets under ICT-CORES-ESONS-BPM team for Sourcing Module and Material Management Module before meeting the SLAs on MYSSC Portal
- Conducted regular reviews of systems and generating reports on efficiencies and improvement areas to Business Area
- Prioritized business requirements and communicating plans with stakeholders for review and approval
- Supported as Level 2 for Procurement Cycle Digitalization (PCD) such as monitoring health, gather statistics, execute configurations and troubleshoot reported errors and alarms
- Coordinated with internal and external stakeholders to establish project scope, change requests, system goals, and requirements for Procurement Cycle Digitalization (PCD)
- Implemented best practices for scalability, supportability, ease of maintenance, and system performance
- Responsible to review and providing the sign off of the User Acceptance Testing (UAT) for Sourcing Module
Protégé - Information and Communication Technology
Tenaga Nasional Berhad
12.2021 - 10.2022
- Analyzed data mapping of reviewer and approver for Sourcing Request under PEGA Platform
- Responsible in providing PCD access for Sourcing Business users and Material Management users under PEGA Platform
- Managed approximately 20 sourcing incident issues on PEGA.
- Assisted user complaints, provide appropriate solutions and alternatives within the time limit by analyzing the issues from PEGA Platform of PCD
- Accountable for uploading Tender Data Tab of Service Requests provided by Procurement & Supply Chain team
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
- Responsible to review the User Acceptance Testing (UAT) for Sourcing Module
Education
Bachelor of Electronic - Computer & Information Engineering
International Islamic University Malaysia
Gombak10.2021
Foundation - Information & Communication Technology
International Islamic University Malaysia
Petaling Jaya07.2017
Skills
- PEGA - Experienced
- Python - Skillful
- C/C - Skillful
- Java Programming - Beginner
- HTML & CSS - Skillful
- React Native - Beginner
- JavaScript - Beginner
- MATLAB - Experienced
- SQL - Experienced
- SAP Logon - Skillful
- Bash - Skillful
- Technical support expertise
- Teamwork and collaboration
- Problem resolution
LANGUAGES
Malay - Native speaker
English - Highly proficient
Timeline
Support Manager
Standard Chartered Global Business Services
10.2023 - Current
Bodyshop - Pega Developer and Analyst
Tenaga Nasional Berhad
10.2022 - 09.2023
Protégé - Information and Communication Technology
Tenaga Nasional Berhad
12.2021 - 10.2022
Bachelor of Electronic - Computer & Information Engineering
International Islamic University Malaysia
Foundation - Information & Communication Technology
International Islamic University Malaysia
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