Application Support Engineer with 5+ years of experience in business analysis, infrastructure, and L2 support. Known for reducing SLA breaches by up to 80%, improving resolution speed, and enhancing user satisfaction. Skilled in SQL, Azure DevOps, and stakeholder collaboration. Seeking new opportunities to drive technical excellence and deliver user-focused solutions
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– Provided Level 2 support for a visitor tracking system(MEET/ACE) to manage entry of visitors/contractors/staff into PETRONAS premises all over Malaysia.
– Provided support for daily operations as part of the DevOps team to resolve technical issues.
– Ranked as top performer for closing SLA-compliant tickets and reduced breach rates by 80% monthly.
– Analyzed user feedback and worked with development team to enhance system functionality which saw a reduction of support tickets by 20% each quarter.
– Created and proactively provided user-guides to users to reduce confusion and support requests.
– Used SQL to query databases and retrieve in/out timestamps of visitors and personnel, helping to resolve access card processing cases efficiently.
– Conducted trainings on-site for staff and security personnel to ensure confident system usage.
– Supported MEET system rollouts nationwide ensuring proper movement tracking of personnel.
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