Suaidah Mahzan
Application Support Specialist
Shah Alam
Summary
Highly skilled Engineer-Managed Services with expertise in various software such as Postman, Google Cloud Platform, Jenkins, Kibana, and MFTP Kiteworks to do investigations and troubleshooting on application issues faced by users and client in order to obtain findings for immediate resolve or provide advice for the best solution. Proven ability to handle two applications (Pulse & Pulse Back Office) at a time as L2; being the only person and team leader to handle PBO with minimal supervision by L3; to conduct Knowledge Transfer for new resources on current projects; and being an effective communicator by having to liaise with L3, Business Analyst, Backend, and Service Direct Managers. Seeking opportunities to contribute skills and drive results. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
L2 Application Support Specialist (Team Leader)
Axiata Digital Labs
03.2023 - Current
- Provided advanced troubleshooting and support for application issues, resolving most complex technical problems and ensuring minimal disruption to business operations
- Performed in-depth analysis of application logs, and user reports to diagnose and address application issues and system inefficiencies
- Coordinated with cross-functional teams, including developers, system administrators, L3, backend and business analysts, to implement and validate solutions and enhancements
- Managed incident and problem tickets using IT service management (ITSM) tools, ensuring accurate documentation and timely resolution
- Ensured compliance with service level agreements (SLAs) and maintained high standards of customer service and communication
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Trained and mentored L1 support staff and new resources, providing guidance and sharing best practices for issue resolution.
Support Specialist – Apps Testing and Monitoring
Mindgraph Solutions Sdn Bhd
02.2020 - 02.2023
- Conducted thorough testing of applications (IGW, Pulse, eStore, Life Hub, Celcom Life, Portal, Primecast) to ensure functionality and performance, identifying and escalate bugs and issues to L2 or backend
- Monitored application performance using various tools (Kibana, Nagios, DTE Monitoring Dashboard, Stackdriver, Dynatrace) providing real-time insights and alerts to ensure system stability and optimal user experience
- Coordinated with development teams to escalate critical issues and track resolution progress
- Provided detailed reports on testing outcomes and system performance to support decision-making and continuous improvement
- Engaged in proactive monitoring and health checks of applications to prevent potential issues and maintain optimal system performance
- Conduct a training for new resources from local or outsource.
Junior Data Scientist (Data Star Program)
The Center of Applied Data Science, Kuala Lumpur
07.2019 - 08.2019
- A practical fast-paced, hands-on training for participants to explore the interdisciplinary field of data science
- The course teaches participants how to think in a data scientist way, conduct or approximate experiments on business activity, analyse data rigorously, develop predictive models, and monitoring model outputs
- Automated repetitive tasks with Python scripts, increasing productivity within the team.
- Conducted statistical analyses to identify trends, relationships, and anomalies in large datasets.
- Assessed accuracy and effectiveness of new and existing data sources and data analysis techniques.
PSH E41
Department of Statistics Malaysia, Putrajaya
01.2019 - 06.2019
- Working on National Census Project 2020
- Assist director in design of questionnaires, prepare meeting minutes, assist in preparing enumerator training guidelines.
- Worked well in team setting, providing support and guidance.
- Adaptable and proficient in learning new concepts quickly and efficiently.
SL1M Trainee
Sime Darby Industrial Sdn Bhd, Puchong
07.2018 - 12.2018
- Assist senior executive in managing perpetual stock count, update report of worn core and sales order, update surplus return items from branches, generate purchase order, and assist general admin support.
- Learned new materials, processes, and programs quickly.
- Supported departmental tasks to increase understanding of industry processes.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
Bachelor Of Science (Hons.) Statistics - Statistics
UiTM Kota Bharu, Kelantan
Kota Bharu, 03 01.2015 - 04.2017
Diploma in Quantitative Sciences - Mathematics And Computer Science
UiTM Tapah, Perak & UiTM Lendu, Melaka
Melaka Tengah, 01 01.2012 - 04.2015
Skills
Software Knowledge: Daily usage of software
Postman
Google Cloud Platform
VM instance
Jenkins
Kibana
MFTP Kiteworks
Database Management: Competent in languages such as SQL to retrieve and update data
SQL Databases
Problem-Solving: Strong analytical skills to diagnose and resolve technical issues
Problem-solving abilities
Decision-Making
Application support
Incident Management
Communication Skills: Effective at explaining complex concepts to non-technical stakeholders
Customer Assistance
Compliance understanding
Languages
Malay
Native language
Malay
Proficient
C2
English
Advanced
C1
Additional Information
- Practice of The Year (Champion) - Axiata Digital Labs (2022)
- Project Team of The Year (1st Runner Up) - Axiata Digital Labs (2021)
References
Laila Hanim binti Mohd Khairuzin +60 19-510 7349
Application Support Specialist (Pulse Team Leader)
Employment availibility
Immediate after notice period of 3 months
Timeline
L2 Application Support Specialist (Team Leader)
Axiata Digital Labs
03.2023 - Current
Support Specialist – Apps Testing and Monitoring
Mindgraph Solutions Sdn Bhd
02.2020 - 02.2023
Junior Data Scientist (Data Star Program)
The Center of Applied Data Science, Kuala Lumpur
07.2019 - 08.2019
PSH E41
Department of Statistics Malaysia, Putrajaya
01.2019 - 06.2019
SL1M Trainee
Sime Darby Industrial Sdn Bhd, Puchong
07.2018 - 12.2018
Bachelor Of Science (Hons.) Statistics - Statistics
UiTM Kota Bharu, Kelantan
01.2015 - 04.2017
Diploma in Quantitative Sciences - Mathematics And Computer Science
UiTM Tapah, Perak & UiTM Lendu, Melaka
01.2012 - 04.2015
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