alif csnajmi

I’m a detail-oriented Support Specialist and Administrative Associate with a Diploma in Computer Science and hands-on internship experience across technical support, quality assurance, and administrative coordination. I communicate clearly with end users, document accurately, and resolve issues systematically with minimal supervision.

In a hybrid support and quality assurance trainee role at a university faculty, I delivered Tier-1 technical support to 30+ faculty members using ticketing and direct channels, achieving a 90% first-contact resolution rate. I handled hardware and Google Workspace issues, escalated when needed, and kept administrative record-keeping organized and up to date.

I also strengthened software quality through manual testing—writing structured test cases, performing regression testing for internal web systems, and logging bug reports with reproduction steps and severity ratings. Alongside testing, I maintained spreadsheet-based IT inventory records with 98% accuracy and produced self-service troubleshooting documentation that reduced recurring support tickets by about 25%.