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
Citrix
Refund Processing
ServiceNow ( Snow )
Microsoft Troubleshooting
Technical Support
Microsoft applications
Ticketing Systems Knowledge
Network Security Management
Phishing Awareness Training
Multi-Factor Authentication
Web Application Security
Wireless Network Security
Mobile Device Security
IOS / Android
Incident Management
Remote Technical Support
Mac systems
LAN/WAN
Technical Documentation
Network diagnostics
Aircraft Maintenance
Parts inspection
Hydraulic System Maintenance
Aircraft Systems Knowledge
Application support
Network Troubleshooting
Online Chat Support
System Configuration
Complaint Handling
User Support
Email Etiquette
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