Muhammad Khairul Azhar Bin Samsuri

I’m Khairul and I was a Deskside Support Engineer for 2 years under Kyndryl. By joining, I was exposed to first-level troubleshooting mainly on desktop-related and Domain-network issues. By desktop related issues, Microsoft Office Application issue and upgrading of software applications. Doing so for the past year, I would like to be exposed more than the above in enhancing myself in IT world industry when given the opportunity.

DS Engineer with Kyndryl

• Addressing user tickets regarding hardware, software and networking.

• Walk customers through installing applications and computer peripherals.

• Conduct remote troubleshooting for familiar cases in resolutions

• Customize desktop applications to meet user needs for them to access easier on a daily basis.

• Ask targeted questions to diagnose problems for a better understanding of the problems and resolving the issue.

• Direct unresolved issues to the next level of support to ensure the issue is being resolved by application teams.

• Guide users with simple, step-by-step instructions in test alternative pathways until application support resolved the issue.

• Record technical issues and solutions in logs for future reference of follow-up actions taken.

• Follow up with clients to ensure their systems are functional bydoing daily walk-around for any issue before daily operations

• Report customer feedback and potential product requests to better enhance of daily operations.

• Help create technical documentation and manuals, to guide newcomers for onboarding process and users.

Diploma in Aeronautical & Aerospace Technology in Nanyang Polytechnic