Zaffry Thalif

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Support Operations Lead

Timing Solutions

May 2025 - Current (1 year 2 months)

• Provided customer support via calls and emails using Zendesk, resolving user queries within SLAs. • Identified, tested, and reported bugs from user feedback and internal testing to the development team. • Created and managed Jira tickets for bugs, improvements, tasks, and new feature requests, ensuring follow through until production release. • Tested web and mobile applications in both staging and live environments before and after releases. • Developed and maintained support documentation, including step-by-step guides and knowledge base articles. • Revamped existing support content to ensure accuracy, clarity, and relevance. • Created support summaries on my own including troubleshooting guides, email templates, and macros for both cus

Support Engineer

DTiQ

Feb 2024 - May 2025 (1 year 4 months)

• Troubleshooting and resolving issues escalated from Service Desk, ensuring resolution within agreed SLAs. • Primary contact for all inbound calls, chats, and emails from clients specifically assigned to me. • Providing technical support for hardware, software, and network issues, collaborating with L2 & L3engineers for advanced solutions. • Performing regular system maintenance, including updates, patches, and backups, while proactively monitoring system performance. • Communicating with clients to gather issue details, providing timely updates, and ensuring high levels of customer satisfaction. • Creating and maintaining detailed documentation of issues, resolutions, and system changes, contributing to a comprehensive knowledge base. • T

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Junior Analyst - Service Desk

HCLTech - FedEx

Jan 2022 - Feb 2024 (2 years 2 months)

• Resolving and documenting end user technical issues through remote desktop support regarding hardware, software and networking within agreed SLA of ticket volume and time. • Execute systematic troubleshooting methodologies to resolve IT issues • Asking targeted questions to identify the issue • Escalate complex technical issues to 2nd and 3rd level IT support staff based on the type of the issue

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Analyst - Backup

HCLTech - FedEx

Jan 2022 - Feb 2024 (2 years 2 months)

• Monitored and resolved backup failures across multiple operating systems, including VMware servers, ensuring data integrity and reliability. • Executed backup and restore operations, performed cluster validations, and maintained detailed reports to achieve daily backup success. • Configured and optimized backup policies for vCenters, aligning strategies with organizational goals and improving efficiency. • Troubleshot critical and routine backup failures, adhering to SLAs/OLAs to ensure seamless 24x7 service continuity. • Managed and resolved customer incidents via ServiceNow, delivering prompt solutions and maintaining high satisfaction levels. • Monitored and addressed weekend and nightly backup jobs, proactively rerunning failures to e

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