About
Seasoned Technical Support Manager with extensive experience overseeing Helpdesk operations and leading cross-functional support teams. Proven track record in delivering exceptional service, streamlining operational processes, and driving continuous improvement in fast-paced, enterprise-level environments. Adept at incident management, team development, and fostering collaboration across departments to ensure high-quality outcomes and client satisfaction.
Experience
May 2026 – Present
Technical Support & Incident Manager
XR Extreme Reach
- Led and managed Kuala Lumpur-based Technical Support team, overseeing performance, professional development, and operational excellence.
- Recruited, onboarded, trained, and mentored new team members through continuous coaching and knowledge-sharing initiatives.
- Managed daily support operations, ensuring adherence to SLAs, quality standards, and customer satisfaction targets.
- Acted as the escalation point for complex customer and technical issues, driving timely resolution and customer advocacy.
- Collaborated with Regional and Global Support Managers to align processes, coordinate support coverage, and implement best practices.
- Drove operational improvements through automation, process optimization, and efficiency initiatives to reduce cost per ticket.
- Monitored and communicated operational health, support performance metrics, and key service insights to stakeholders.
- Served as Incident Owner for major technical incidents, coordinating cross-functional teams including DevOps, Cloud Operations, and Engineering.
- Managed incidents end-to-end, ensuring clear ownership, effective communication, and timely resolution across teams.
- Led Root Cause Analysis (RCA) activities and ensured corrective and preventative actions were documented and implemented.
- Identified recurring issues and translated incident learnings into process improvements and increased operational readiness.
- Managed and maintained scalable knowledge base documentation, including SOPs, runbooks, FAQs, and operational guides.
- Partnered with Support, Engineering, and Operations teams to ensure documentation and processes reflected real operational workflows.
- Maintained high standards of accountability, transparency, and customer impact awareness throughout support and incident management activities.
Sep 2023 – May 2026
Technical Support Manager
XR Extreme Reach
- Led a team of 20 technical support agents providing enterprise-level IT support to global clients, ensuring timely issue resolution and high customer satisfaction.
- Oversaw daily operations, incident management, and escalation handling while maintaining SLA compliance and operational efficiency.
- Mentored, trained, and coached team members to improve technical expertise, communication skills, and overall performance.
- Developed and maintained technical documentation, standard operating procedures (SOPs), and internal knowledge bases to streamline support processes.
- Collaborated with cross-functional teams (Engineering, Product, and QA) to identify recurring issues, enhance system reliability, and improve service delivery.
- Drove ad-hoc initiatives and process improvement projects aligned with the team strategic vision, promoting continuous improvement and operational excellence.
May 2022 – Sep 2023
Broadcast System Engineer
MSA Focus International Ltd
- Designed, supported, and performed quality assurance for enterprise broadcast management software, ensuring optimal system performance and client satisfaction.
- Collaborated closely with clients and internal teams to manage projects from requirement gathering through implementation, including documentation, UAT planning, and test case validation.
- Acted as a key liaison between development and end users by managing customer feedback, addressing technical issues, and coordinating bug resolution.
- Delivered tailored training and consulting sessions to clients, enabling efficient adoption and effective utilization of company software solutions.
Dec 2021 – Apr 2022
System Support Administrator
Hytech Consulting Management Sdn Bhd
- Provided technical and administrative support for trading platforms including MetaTrader 4, MetaTrader 5, PrimeXM, and OneZero.
- Monitored system performance, performed routine maintenance, and troubleshot technical issues to ensure platform stability and uptime.
- Managed client onboarding processes by configuring platform access, setting up accounts, and ensuring smooth transition into production environments.
- Conducted risk analysis to identify potential operational or trading-related issues and maintain compliance standards.
Education
Bachelor of Degree (Hons), Computer Science
Coventry University · 2004 · Second Lower Class
Skills
Support & Operations
Incident Management
Technical Support
SLA Management
Escalation Management
Root Cause Analysis
Process Optimization
Knowledge Base Management
Project & People
Team Leadership
Technical Project Management
Cross-functional Collaboration
Training & Mentoring
Stakeholder Communication
Operational Excellence
Technical
Broadcast Systems
Enterprise Software Support
Automation
Quality Assurance
UAT Planning
AI & Continuous Learning
Anthropic Claude
AI Fluency
Prompt Engineering
Agentic AI