Muhammad Aiman Faiz Abd Kahar
Kuala Lumpur,Kuala Lumpur
Summary
Proven Application Support Specialist with a track record of enhancing system performance and customer satisfaction at DHL IT Services. Skilled in SQL Proficiency and Problem-Solving, I have significantly reduced downtime and improved support services. Expert in Agile Methodology, I excel in technical troubleshooting and delivering solutions that meet business needs. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Application Support Specialist
DHL IT Services
04.2022 - Current
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Ensured seamless application updates by coordinating with developers during release cycles, minimizing user impact.
- Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
- Enhanced application functionality by diagnosing and resolving software issues.
- Mentored junior team members, contributing to their professional growth and overall team success.
- Interacted with clients to resolve issues and answer software-related questions.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases. (MongoDB & Oracle SQL)
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Used Global Service Network (GSN) to track, maintain and update trouble tickets.
Technical Consultant
BAE Systems Applied Intelligence
12.2018 - 03.2022
- Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
- Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
- Collaborated with cross-functional teams to complete complex projects on time and within budget constraints, meeting or exceeding project requirements.
- Assessed business requirements to create focused solutions.
- Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Offered input for complex documents to support client-ready final versions.
Dell ANZ Technical Support Representative
Convergys
10.2018 - 11.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Intern
Petronas
02.2018 - 08.2018
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Collaborated with senior management on new initiatives to build confidence.
Education
Bachelor of Computer Science And Networking - Computer/Information Technology Administration And
University of Malaya
Kuala Lumpur, Malaysia2018
Skills
- Customer Assistance
- Problem Resolution
- Customer Support
- System monitoring
- Application support
- Technical Support
- ITIL Processes
- Configuration Management
- Testing activities
- Ticket management
- Defect Identification
- Problem-Solving
- Time Management
- MongoDB Queries
- Attention to Detail
- Support Services
- Written Communication
- Analytical Thinking
- Technical Troubleshooting
- Technical issues analysis
- Database monitoring
- Database Management
- Linux Operating System
- Running backups
- SQL Proficiency
- Agile Methodology
- Root Cause Analysis
Languages
Malay
Native language
English
Advanced
C1
Timeline
Application Support Specialist
DHL IT Services
04.2022 - Current
Technical Consultant
BAE Systems Applied Intelligence
12.2018 - 03.2022
Dell ANZ Technical Support Representative
Convergys
10.2018 - 11.2018
Intern
Petronas
02.2018 - 08.2018
Bachelor of Computer Science And Networking - Computer/Information Technology Administration And
University of Malaya
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