Mixed Martial Arts
Raymond
Aircraft Maintenance Engineer / Technical Support Specialist
Petaling Jaya,Selangor
Summary
You will find me to well organised, team-oriented and outstanding when it comes to solving problems which needs analytical skills. I can describe myself to be a natural leader and would love to engage myself into any challenges with all that I have. I’m eager to learn new skills and enjoy discovering the true potential in me.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Help Desk Support Specialist L2S ( Ernst & Young )
Atos Global IT Solutions And Services
Cyberjaya , Selangor
01.2024 - 03.2024
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
Help Desk Support Specialist L1.5 ( Kaspersky )
Concentrix
Cyberjaya , Selangor
09.2023 - 01.2024
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
Customer Support Specialist ( Scoot Airlines )
TDCX
Kuala Lumpur , Wilayah Persekutuan
08.2022 - 07.2023
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained and managed customer files and databases.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
Fulfilment Team & Web Support ( American Airlines)
IGT Solutions
Subang Jaya, Selangor
12.2021 - 07.2022
- Enhanced user experience with thorough testing and debugging of web applications.
- Followed up on resolved cases proactively, confirming client satisfaction levels remained high post-resolution efforts were completed successfully.
- Participated actively in team meetings, sharing insights on best practices for improving web support functions consistently.
- Managed incident tickets effectively, prioritizing urgent issues and ensuring prompt resolution times.
- Maintained updated knowledge of industry trends, contributing to the continuous improvement of web support services.
- Conducted root cause analysis on recurring issues, implementing long-term solutions to prevent future occurrences.
- Provided exceptional customer service through empathetic listening, problem-solving abilities, and effective communication techniques.
- Contributed to the development of internal tools designed to improve overall efficiency within the web support team.
Person in Charge
SELANGKAH ( Vaccination )
Kuala Lumpur , Wilayah Persekutuan
06.2021 - 12.2021
- Streamlined daily operations by developing and implementing new policies, procedures, and systems to increase efficiency.
- Developed strong relationships with clients by understanding their needs and delivering customized solutions accordingly.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Improved overall team performance by implementing efficient management strategies and providing clear guidance.
Plant Engineer & Supervisor
JR Engineering
Rasa, Selangor
02.2020 - 05.2020
- Streamlined workflow processes through effective communication with team members at all levels of the organisation.
- Implemented energy-saving measures, resulting in reduced operational costs without compromising productivity.
- Provided technical support to the production team, troubleshooting issues and offering swift resolutions.
- Conducted regular safety audits, ensuring a safe working environment for all personnel.
- Ensured regulatory compliance by staying up-to-date with industry guidelines and integrating them into plant operations as needed.
- Served as point of contact during plant emergencies, overseeing disaster recovery and expediting restoration efforts.
- Complied with applicable mechanical and electrical regulatory standards for glove plant operation.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organise workflows.
Help Desk Support Specialist L1 (Shell)
Diebold Nixdorf
Kuala Lumpur , Wilayah Persekutuan
03.2019 - 11.2019
- Provided remote support for a wide range of technologies, ensuring consistent service quality across all platforms.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Supervisor
Burrito Bar
Brisbane, Queensland
01.2018 - 08.2018
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Education
Advanced Diploma In Aircraft Engineering ( TB1 ) - Aircraft Engineering
Aviation Australia
Brisbane, Queensland 01.2017 - 11 2018
Sijil Pelajaran Malaysia ( SPM ) - High School
SMK Sultan Abdul Samad
Petaling Jaya 10.2014 - 12 2015
Skills
Salesforce
Personal Information
- Nationality: Malaysian
- Driving License: Class D
Interests
Football
Extreme Outdoor Activities
Timeline
Help Desk Support Specialist L2S ( Ernst & Young )
Atos Global IT Solutions And Services
01.2024 - 03.2024
Help Desk Support Specialist L1.5 ( Kaspersky )
Concentrix
09.2023 - 01.2024
Customer Support Specialist ( Scoot Airlines )
TDCX
08.2022 - 07.2023
Fulfilment Team & Web Support ( American Airlines)
IGT Solutions
12.2021 - 07.2022
Person in Charge
SELANGKAH ( Vaccination )
06.2021 - 12.2021
Plant Engineer & Supervisor
JR Engineering
02.2020 - 05.2020
Help Desk Support Specialist L1 (Shell)
Diebold Nixdorf
03.2019 - 11.2019
Supervisor
Burrito Bar
01.2018 - 08.2018
Advanced Diploma In Aircraft Engineering ( TB1 ) - Aircraft Engineering
Aviation Australia
01.2017 - 11 2018
Sijil Pelajaran Malaysia ( SPM ) - High School
SMK Sultan Abdul Samad
10.2014 - 12 2015
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