W M Khairulredzuan W Mohd Najuri
Application Support Specialist
Summary
Highly communicative Application Support Specialist with a background developing new features and enhancements. Talented performer with over 10 years of monitoring the functions of system and services. Considered a team player with exemplary multitasking skills. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Application Support Specialist
DHL Information Services (Asia-Pacific) Sdn. Bhd.
Cyberjaya
2009.01 - 2020.12
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Provided updated patches for operating systems and system configuration to improve efficiency 90%.
- Configured hardware, devices and software to set up work stations for employees.(Kronos Terminal)
- Patched software and installed new versions to eliminate security problems and protect data.
- Interacted with clients to resolve issues and answer software-related questions.
- Used Global ServiceNow to track, maintain and update trouble tickets.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
Application Management Analyst
Dell Asia Pacific Sdn Bhd
Cyberjaya
2007.05 - 2008.12
- Perform diagnosis of incidents and manage users communications to bring to immediate availability during systems downtime.
- Work closely with other IT teams on permanent resolutions.
- Make sure all the automated process when through successfully and all the appropriate server are up and running (Windows & Linux Server).
- Perform quality and diligent escalations for unresolved issues to Level 3 supports, developers or shared services IT personnel.
- Ensure at least 90% of the Trouble-Tickets meet respective Service Level Agreement (SLA) by issue severity.
- Work closely with the business user in order to understand the manufactory workflow and the possible impact.
Application Support Engineer
Xcellink Pte Ltd
Cyberjaya
2007.05 - 2008.12
- Worked closely with other team members in such tasks as troubleshooting and debugging.
- Resolved system test and validation problems to provide normal program functioning.
- Delivered support training to help customers learn key features of applications.
- Addressed technical issues and guided end users through resolution.
- Monitor systems process/ application environment/ Database and to take appropriate actions where necessary.
- Define cases priority and escalation to 3rd level support if neccessarry.
Education
Diploma - Computer Science
University Technology of Malaysia
Skudai, Johor Malaysia 1998.06 - 2001.03
Skills
Application support
Accomplishments
- On The Spot Award May 2008 | Outstanding Performance and lasting contribution to gAMS DBI EMEA KL Support Team (Dell)
- CE Group Award May 2008 | Outstanding Performance and lasting contribution to KL EMEA Team (Dell)
- CE Group Award August 2008 | Outstanding Performance and lasting contribution to KL EMEA Team (Dell)
Timeline
Application Support Specialist
DHL Information Services (Asia-Pacific) Sdn. Bhd.
2009.01 - 2020.12
Application Management Analyst
Dell Asia Pacific Sdn Bhd
2007.05 - 2008.12
Application Support Engineer
Xcellink Pte Ltd
2007.05 - 2008.12
Diploma - Computer Science
University Technology of Malaysia
1998.06 - 2001.03
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