Technical
Investigate deeply
API responses, SQL, logs, system behavior, integrations, monitoring tools, and environment-level troubleshooting.
Professional Profile
Partner
Own the escalation
Translate partner impact into actionable technical context and coordinate resolution across Product, Engineering, Integration, and Operations.
Quality
Validate the fix
Reproduce defects, test releases and hotfixes, document findings, and verify outcomes before closing the loop.
Background includes long-term OTA and travel technology operations, enterprise SaaS support, incident and escalation management, and customer-facing problem solving.
Professional Experience
Coso Sdn. Bhd. (Connecting Software)
QA Analyst & Technical Support
Jun 2026 — Present
- Provide QA and technical support for enterprise synchronization and integration products across customer and test environments.
- Reproduce defects, review logs and system behavior, document technical findings, and coordinate with developers through investigation and validation.
- Perform functional and regression testing for releases and hotfixes, validating acceptance criteria and reporting reproducible defects.
- Troubleshoot environments involving Microsoft Exchange, Microsoft Graph, EWS, SQL Server, IIS, RabbitMQ, and Azure-hosted Windows systems.
- Support database and service-level investigation using SQL Server tools, application logs, service configuration, and environment health checks.
Expedia Group
Technical Solutions Analyst
Aug 2018 — Apr 2026
- Investigated and resolved complex production and integration issues across API-driven travel platforms and partner connectivity systems.
- Managed high-priority partner escalations and coordinated resolution across Product, Engineering, Integration, and Operations teams.
- Performed root cause analysis using SQL queries, logs, monitoring tools, API responses, and system behavior analysis.
- Analyzed booking lifecycle, inventory, rates, availability, connectivity flows, and data mismatches affecting partners and travelers.
- Monitored production environments using Kibana, Datadog, Splunk, and Querybook to support incident investigation and platform stability.
Earlier Experience · Customer Operations & Recruitment (2012–2018)
U Mobile Sdn. Bhd.
Handled service, billing, account, and troubleshooting inquiries while documenting cases and coordinating escalations requiring additional technical or operational support.
RHB Banking Group
Managed end-to-end recruitment activities and partnered with hiring managers on workforce requirements, candidate pipelines, interview coordination, and onboarding.
CXL Group
Supported client hiring requirements through candidate sourcing, screening, interview coordination, pipeline management, and stakeholder updates.
YTL Communications Sdn. Bhd.
Supported service, account, billing, and connectivity concerns with troubleshooting, case documentation, escalation, and follow-through to resolution.
VADS Berhad
Provided frontline support in a high-volume environment, documented customer interactions accurately, and escalated cases requiring specialist investigation.
Selected Technical Projects
Eir Support / Technical Workspace · Personal Project
Designed a web-based support operations workspace for task tracking, case-focused troubleshooting notes, knowledge workflows, and AI-assisted operational support.
Support Operations
Workflow Design
Troubleshooting
Veiryn · AI Support Assistant · Personal Project
Built an AI-assisted support prototype combining OpenAI API integration with contextual conversations, task suggestions, controlled memory, and support-oriented workflow logic.
OpenAI API
AI Workflows
Web Application
Respond.io API Integration Prototype · Personal Project
Explored Respond.io APIs, authentication, messaging workflows, and web application integration as a hands-on study of customer communication platform architecture.
REST API
Authentication
Messaging
Eir Ragnarok Online · Game Systems Engineering · Personal Project
Developed and customized gameplay systems, NPC scripts, automation, event systems, anti-bot features, database configuration, and server-side logic while applying iterative testing and troubleshooting.
Game Systems
NPC Scripting
Automation
Testing
Server Logic