Haniz M Kasban Email & Phone Number

Singapore

Singapore

Skillfully facilitate communication between customers and development teams, ensuring prompt issue resolution and seamless collaboration.Consistently deliver high-quality service, contributing to a successful track record in supporting SEC K filings for Fortune 500 enterprises and approximately 4,000 accountants worldwide.Collaborate closely with customer support representatives to gain a deep understanding of customer needs and requirements. Leverage this insight to collaborate with software engineers in developing innovative back-end system components that consistently exceed customer expectations.Possess exceptional skills in incident management, problem-solving, and communication, underpinned by approximately 3-4 years of experience in Software Operations and Incident Escalation.Actively mentor team members, and Customer Support representatives in APAC supporting their professional development and fostering their skills in these critical areas..

Partnered with and supported customers with Onfido's products and services, including integration with APIs and SDKs.Investigated and debugged issues arising during the integration and utilization of Onfido's products and services.Validated areas of improvement for the product suite, documentation, internal processes, and tooling to ensure a seamless customer experience, stability, reliability, and availability of the product.

Ensured the reliability, availability, and accessibility of production and development systems for Ultimate Software's UltiPro Human Resource/Capital Management platform. Monitored production and development systems, identified and remediated issues, and performed trend analysis.Coordinated with Development and Engineering stakeholders for bug-related or technical issues and provided in-depth troubleshooting details through JIRA.Led Incident Management and Outage Communications, ensuring active engagement by escalation staff and timely updates to stakeholders, especially customers.

Provided comprehensive customer support via chat, email, and phone, specializing in LogicMonitor functionality and its various components.Ensured customer success by assisting with setup, troubleshooting, and the efficient monitoring and alerting of critical infrastructure components, including networks, systems, applications, and cloud resources.Achieved consistently high Customer Satisfaction (CSAT) scores, maintaining levels above 80 – 85%, ranking among the top three within the team.Collaborated closely with Development Engineers in the USA and China to resolve escalated product-related issues, contribute to product enhancements, resolve bugs, and educate customers on product features.Utilized Agile Delivery and Collaboration tools, such as Atlassian Confluence and JIRA, to streamline communication and enhance productivity.Actively sought, researched, and shared technical knowledge and expertise with professionals across the globe, including Network, System, Cloud Infrastructure Engineers, and Application Developers, to meet their unique infrastructure and application monitoring needs.

Technical Support for the Singapore and Bangkok Offices, and other Regional Offices, including Sydney, as part of the Asia Pacific IT TeamSupported the installation of IT/Network infrastructure for Gensler's inaugural studio in Singapore.Sourced and provisioned AV and computing hardware, software, and 3D printing equipment.Provided support and training for CAD, Building Information Modeling (BIM) and Rendering Software - Autodesk and RevitAdvisory role for the Workplace Consulting Team's IoT experiment and the Design Team's VR and Rendering Setup Project

Designed, managed, and administered network infrastructure for internal and external stakeholders.Commissioned and tested Routing & Switching Equipment, Firewalls, and network devices.Set up and supported end-user computing devices, networks, AV, Voice, and Video Conferencing Equipment.Implemented and administered Cisco Unified Communications, VOIP, and Telepresence Equipment.Attained Cisco Certifications: CCNA Routing and Switching, Cisco Video Network Specialist.Led project management related to information technology, including scheduling, planning, design, implementation, and testing.

Bachelor'S Degree

Associate'S Degree