PROFILE_DATA
PROFESSIONAL SUMMARY
Results-oriented Customer Success & Support Leader with nearly 9 years of progressive experience in client-facing operations, technical support, and team supervision. Proven track record in B2B technology sectors, specializing in driving customer retention, optimizing service workflows, and empowering SME clients through digital solutions. Experienced in managing cross-functional teams, overseeing SLAs, and implementing data-driven process improvements. Currently pursuing a Bachelor of Computer Science to further enhance technical capabilities in data and software environments. Eager to leverage leadership expertise to build and scale Customer Success functions.
FRONTEND_DEV
BACKEND_OPS
SERVER_ENV
SYSTEM_LOGS
Service Success Specialist (Tech Ops)
Shinjiru Technology Sdn Bhd
:: Hosting Infrastructure: Managing full lifecycle web hosting for 50+ B2B clients, optimizing cPanel configs and bandwidth.
:: Critical Troubleshooting: Diagnosing CMS errors (WSOD, 500 Errors, DB Connection) via error log analysis.
:: Security Hardening: Implementing SSL/TLS, WAF rules, and malware scanning to prevent SQL injection attacks.
:: DNS Operations: Executing complex DNS zone modifications (A, MX, TXT records) for seamless migration.
Full-Stack Management System
UiTM Semester Project
:: Architecture: Developed a complete Management System using vanilla PHP and MySQL to demonstrate core backend logic.
:: Database Logic: Engineered a normalized relational schema (3NF) to handle complex user and inventory data.
:: Security: Integrated password hashing and input validation to secure against vulnerabilities.
Team Leader (Operations)
YTL Communications
:: Supervised a high-performance technical support node, ensuring SLA compliance.
:: Analyzed telemetry data to optimize shift scheduling and resource allocation.