Shakim Wahid
Petaling Jaya
Summary
Results-driven Senior Support Engineer with over 5 years of experience at e2open, specializing in automating repetitive workflows using Power Automate (Cloud/Desktop), Python, and PowerShell to enhance efficiency in global B2B support operations. Demonstrated expertise in triaging and resolving complex technical incidents while developing AI-assisted automation solutions that save internal teams 10-30 hours per week. Microsoft Azure Certified (Administrator & Security Engineer) with a solid foundation in cloud operations, scripting, and cross-functional collaboration. Eager to leverage automation skills in RPA Engineering, DevOps, or Cloud Operations roles, with a strong background in assisting users with diverse computer systems, mobile devices, and peripheral equipment issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
e2open
10.2024 - Current
- Designed and deployed an end-to-end automated reporting solution using Power Automate Cloud (scheduling), Power Automate Desktop (UI interaction), and Python (data parsing), reducing manual report generation from 1–8 hours to
- Engineered workaround strategies for non-automation-friendly UIs, enabling reliable extraction and transformation of 100+ transaction records with error validation — saving an estimated 10–30 hours/week for the support team.
- Leverage AI-assisted development (Copilot, ChatGPT, Google Gemini, Qwen, etc) to accelerate script creation, debugging, and documentation for internal automation tasks.
- Global 24x7 technical support for enterprise SaaS platform, serving B2B customers across APAC, EMEA, and Americas.
- Automation & Process Innovation
- Technical Support & Incident Management
- Operational Excellence
Global Support Engineer
e2open
05.2020 - 09.2024
- Triage and resolve 5–10+ customer tickets/day (up to 100+ including Zabbix alerts) via phone, chat, and web, maintaining 98% Tier-2 Resolution (T2R) and CSAT scores ranging 60–100% with focus on complex escalations.
- Collaborate with Cloud Operations, Product Development, and Customer Success teams globally to drive root cause analysis (RCA) and permanent fixes for critical incidents.
- Analyze server logs (Linux/Windows), extract diagnostic data, and document solutions in knowledge base to improve team efficiency and first-contact resolution.
- Global 24x7 technical support for enterprise SaaS platform, serving B2B customers across APAC, EMEA, and Americas.
- Automation & Process Innovation
- Technical Support & Incident Management
- Operational Excellence
Subject Matter Expert
DXC Technology
03.2018 - 05.2020
- Delivered Tier-1/2 support for enterprise clients; mentored new hires on SOPs and troubleshooting frameworks.
- Advocated and contributed to automation initiatives that reduced FTE requirements for repetitive tasks.
- Analyzed project data to identify trends, streamline workflows, and improve knowledge base accuracy.
- Generated monthly billing reports and managed client escalations with empathy and precision.
Service Desk Analyst
DXC Technology
07.2017 - 05.2020
- Delivered Tier-1/2 support for enterprise clients; mentored new hires on SOPs and troubleshooting frameworks.
- Advocated and contributed to automation initiatives that reduced FTE requirements for repetitive tasks.
- Analyzed project data to identify trends, streamline workflows, and improve knowledge base accuracy.
- Generated monthly billing reports and managed client escalations with empathy and precision.
Intern Front End Developer
Reliable Business Technologies, Sdn. Bhd
02.2017 - 06.2017
- Developed responsive HTML/CSS layouts from Pencil mockups; integrated Angular 2 components in Agile environment.
- Collaborated with senior developers to meet project deadlines and optimize UI performance.
Education
Bachelor of Engineering (B.Eng.) - Computer Engineering
Universiti Kuala Lumpur (UniKL)
01-2018
Diploma - Computer Engineering Technologies
Politeknik Tuanku Sultanah Bahiyah
01-2013
Skills
- Automation & Scripting: Power Automate (Cloud/Desktop), Python (pandas, data parsing), PowerShell Scripting, RPA Development, AI Prompt Engineering (Copilot, ChatGPT, Gemini, Qwen)
- Cloud & Infrastructure: Microsoft Azure (IaaS/PaaS), Linux/CLI, SSH, WinSCP, PuTTY, RDP, Remote Troubleshooting, Azure Security & Administration, Cloud Monitoring & Alerting
- Support & Tools: Salesforce, Jira, ServiceNow, Zabbix, Site24x7, Teams, MS Office (Advanced Excel), Log Analysis, Ticket Triage, Customer Success Collaboration
- Methodologies: ITIL v3 Foundation, Process Documentation, Root Cause Analysis (RCA), AI-Assisted Development, Incremental Process Improvement
- Customer support
- Infrastructure monitoring
- Application support
- Incident resolution
- Debugging
- Technical support
- Troubleshooting skills
- Ticketing systems
- Troubleshooting and Diagnostics
Certification
- Microsoft Certified: Azure Administrator Associate (AZ-104) — Recently Renewed
- Microsoft Certified: Azure Security Engineer Associate (AZ-500) — Active, Renewal Planned
- Microsoft Certified: Azure Solutions Architect Expert (AZ-304) — Active, Renewal Planned
- ITIL v3 Foundation
- Certificate of Registration of Engineering Technologist (Malaysia)
- Network Security and Operation Administration — Stylus Asia (2023)
- Planning renewal: AZ-500, AZ-304 (Azure Solutions Architect Expert path)
Languages
Fluent in English, Malay, Mandarin and Hokkien (conversational)
Additional Information
- Work Preference: Remote or hybrid roles;
- Continuous Learning.
Timeline
Senior Support Engineer
e2open
10.2024 - Current
Global Support Engineer
e2open
05.2020 - 09.2024
Subject Matter Expert
DXC Technology
03.2018 - 05.2020
Service Desk Analyst
DXC Technology
07.2017 - 05.2020
Intern Front End Developer
Reliable Business Technologies, Sdn. Bhd
02.2017 - 06.2017
Diploma - Computer Engineering Technologies
Politeknik Tuanku Sultanah Bahiyah
Bachelor of Engineering (B.Eng.) - Computer Engineering
Universiti Kuala Lumpur (UniKL)