Application Support Engineer (Cloud)

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Email Address

[email protected]

Phone Number

+60 10 468 8915

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About me

Experience working as Level 2.5 Application Support Engineer supporting Alliance Lite2 and Alliance Cloud to ensure system availability for financial institutions. Skilled in performing in-depth technical analysis by using Oasis Kibana and ServiceNow Support Commands to resolve complex incidents to reduce uninterrupted system availability during emergency failovers.

Work Experience

August 6, 2024 —> Present

October 2, 2023 → February 19, 2024

Application Support Engineer

• Delivered prompt, effective technical support to resolve customer inquiries and issues through multiple channels including Salesforce Lightning (web support), Cisco Jabber (phone support), and Webex (remote support).
• Performed detail technical analysis and troubleshooting for cloud products and Web Access Services, including Alliance Lite2, SwiftNet Online Operations Manager, and Central RMA Portal, utilizing advanced tools such as Oasis Kibana, and Test Lab (Vanilla Laptop).
• Triaged cases for Cloud products and Web Access Services on a rotational basis to resolve issues before pushing or escalating to the appropriate queue that requires complex troubleshooting. This minimized case backlog by 40% and ensured efficient case handling, allowing complex troubleshooting to be handled by specialized teams.
• Executed critical procedures for Alliance Lifeline activation and deactivation within defined SLAs to ensure uninterrupted business continuity during system migrations or emergency situations. This enabled financial institutions to maintain seamless payment processing and message delivery, safeguarding operational reliability.
• Troubleshooted Alliance Remote Gateway connectivity issues by analyzing event logs generated by institution and ensured secure and reliable communication between institutions' host systems and Alliance Connect VPN Box, improving system availability and reducing connectivity downtime by 20%
• Collaborated with the internal IT team to execute Alliance Lite2 customization requests to modify messaging queues, configure routing rules, and add AutoClient sub-folders during the ADW period based on the business needs of most financial institutions ensuring seamless transaction processing.
• Provided On-Call Standby assistance during weekends and public holidays on a rotational basis, to resolve high-priority and blocking incidents and minimizing institutions’ impact on the Production Instance by 15%.
• Published comprehensive Knowledge-Centered Service (KCS) articles associated with Salesforce Lightning that empowered institutions to self-solve related issues, reducing case backlogs by 40% and creating over 30 high impact KCS articles that reduced recurring incidents by 20%.
• Obtained Alliance Lite2 Associate Certification and KCS Contributor Certification, demonstrating advanced technical proficiency and commitment to knowledge sharing within the team.

Application Support Analyst Intern

Lynas Malaysia Sdn Bhd

• Triaged user issues and ensured efficient resolution and escalation to Level 2 and Level 3 support teams when necessary for coordinating optimal resolution and user satisfaction in a collaborative environment.
• Engaged as Level 1 Support for Laboratory Information Management System (LIMS), facilitating seamless user experiences by efficiently managing tasks like user access permissions and server management, contributing to a notable increase in company productivity.
• Developed a user-friendly Travel Request Form via Microsoft PowerApps, and Power Automate significantly boosted client satisfaction and accelerated business productivity by 20%.
• Collaborated with internal stakeholders in project planning, coordination, and execution, ensuring alignment with business objectives and project goals by communicating with technical teams to manage project deliverables.
• Collaborated closely with cross-functional teams to define project requirements, establish strategic priorities, and project budgeting that align with project goals, fostering effective team communication.
• Monitored the back-end cloud infrastructure and services, even in the absence of complaints to escalate issues promptly to ensure timely resolution and minimal downtime.

August 9, 2021 → October 15, 2021

Network Engineer Apprentice

Nexpert Academy Sdn Bhd

• Configured a network project via routing protocol to improve the feature of IP addresses and impacted in increased project productivity by 20%.
• Conducted various simulation of Cisco Architecture Design to propose resolutions which increased teamwork performance.
• Initiated data confidentiality for users to prevent data breach of compromised accounts and systems within the organization.

Education