Balan Dorai
@balandorai
IT Helpdesk and Customer Service professional at Alibaba Cloud who supported customers across ECS, databases, APIs, and other cloud products.
MalaysiaWhat I'm looking for
At Alibaba Cloud, I supported customers with product and architecture questions, including issues involving ECS, EIP, containers, databases, email, APIs, middleware, and big data. I followed up on tickets, escalated issues to the right support channels, and provided updates through resolution.
Across IT support and service roles, I’ve troubleshot Windows servers and end-user hardware and software, and handled customer queries through calls and email. I’ve also trained junior colleagues at Alibaba Cloud and hold a CompTIA Security+ certification.
Experience
Work history, roles, and key accomplishments
Independent Operational Consulting
Freelance
Jan 2025 - Present (1 year 9 months)
Provide property insights to public via social media and assist on prospects inquiries to promote property for sales.
Attend to client issues on Alibaba Cloud products, solutions, and architectures. Provide support for payment, verification, and KYC issues, and follow up on tickets to drive resolution.
Attend to user issues on hardware, software, and IT matters for Dell products. Perform troubleshooting, case logging, and dispatch parts for service.
Desk Side Engineer
Levi
Oct 2008 - Feb 2021 (12 years 4 months)
Attend to user issues on hardware, software, and IT matters. Assist with ordering, imaging, and troubleshooting POS systems and corporate IT requests.
Attend to customer queries, issues, and complaints via email and call. Assist hotel properties, suppliers, and B2B partners with payment and accommodation issues.
Perform server troubleshooting for Windows platforms including 2003, 2008, and 2012. Investigate server outages, application issues, and assist with DR tests and changes.
Active monitoring of events and servers, incident management to meet SLAs, and escalation of issues. Provide daily and hourly reports on service risks and tickets.
Project Coordinator
Rentwise Malaysia
May 2010 - Jan 2011 (8 months)
Perform checks on leased units and license status, handle complaints, and coordinate transportation and deployment of units. Track assets and update inventory.
IT Analyst
HP Shell Support
Apr 2009 - Apr 2010 (1 year)
Troubleshoot end user machines, desktops, and laptops remotely for applications, access, networks, VPN, and hardware/software issues. Escalate tickets to second level.
IT Support Engineer
Macrology
Mar 2007 - Jul 2008 (1 year 4 months)
Provide on-site support for various customers including DiGi, Maxis, BASF Chemicals, and Deutsche Bank. Handle user profile creation, asset management, and network expansion projects.
Education
Degrees, certifications, and relevant coursework
SEGi College Subang
Bachelor of Computer Studies, Business IT
2009 - 2013
Grade: Second class lower
Bachelor of Computer Studies in Business IT, awarded with second class lower honours.
University of Sunderland
Bachelor of Computer Studies, Business IT
2009 - 2013
Grade: Second class lower
Bachelor of Computer Studies in Business IT, awarded with second class lower honours.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
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