Muhd Asyraf Kamsani

A resilient individual and enthusiastic team player, I aspire to work in an organization that offers me opportunities to upgrade myself and in search of new experiences. I believe that with my skills, experiences and determination, it will make me a strong member of the team.

Responsible for triaging & responding to, investigating, and resolution of customer support tickets within SLAs

• Responsible for troubleshooting customer queries using SQL
• Effectively document investigative steps and analysis to escalate technical issues to the Development team (Tier 3).
• Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
• Provide prompt, professional, and accurate communication with customers, vendors, and colleagues - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.
• Interface with colleagues to ensure completeness and relevance to customer requirements.
• Prioritize and manage multiple open tickets at one time. • Share valuable knowledge with Support colleagues.
• Provide input towards general process improvement.
• Investigate any identified issues with the implementation and then proactively drive resolution.
• Maintain up-to-date product knowledge and awareness of new features.

• Diploma in Film Media Studies
• Higher Nitec in Information Technology