Open to opportunities

Tan Hsaw Jiun

@tanhsawjiun

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Adaptable technical support professional with strong troubleshooting skills.

Malaysia

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in technology.

I am an adaptable technical support professional with a proven track record in customer service, technical troubleshooting, and network operations. My experience has allowed me to maintain a 97% customer satisfaction rate through efficient issue resolution and real-time troubleshooting across various platforms. I am multilingual in Mandarin, English, and Malay, which enhances my ability to collaborate and problem-solve in fast-paced environments.

Currently, I am pursuing a Bachelor’s degree in Computer Science with a focus on Cyber Security at Taylor's University. My academic journey has been marked by solid performance, as evidenced by my Dean's List recognition. I have honed my skills in Zendesk, Jira, network configuration, firewall management, and cybersecurity monitoring, which I applied during my internships and work experiences. I thrive on continuous improvement and am eager to contribute my skills to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

DAS Umbrella

Jan 2024 - Present (1 year 6 months)

Delivered Tier 1 customer support across Australia, Malaysia, and the UK, handling 100+ daily customer inquiries via phone, email, live chat, and PR channels, while maintaining high customer satisfaction through efficient issue resolution. Collaborated with Operations Head, Business Strategists, and technical teams to resolve service issues, optimize workflows, and enhance system performance using

Zendesk CRM Data Tracking Customer Support Workflow Optimization

Intern - Network Engineer

Hitachi Sunway Data Centre Services

Sep 2022 - Present (2 years 10 months)

Assisted senior network engineers in deploying and configuring Access Points (APs) across enterprise environments, ensuring optimal network performance and coverage. Supported Managed Service Provider (MSP) operations by monitoring security alerts, assisting in incident response, and escalating threats according to cybersecurity protocols.

Incident Response Network Security

Partner Service Executive

Foodpanda

Sep 2020 - Present (4 years 10 months)

Delivered vendor support for Taiwan restaurant partners, handling 40–50 live chats per shift with a 97% Vendor Satisfaction rate by resolving order, system, and platform issues. Coordinated with vendors, customers, and internal teams to resolve 100+ monthly complex service issues, consistently meeting >95% SLA compliance in a fast-paced environment.

Live Chat SLA Problem Solving Customer Service Platform Operations

Education

Degrees, certifications, and relevant coursework

Taylor's University

Bachelor's degree, Computer Science, Cyber Security

2023 -

Grade: 3.24 CGPA (Current)

Currently pursuing a Bachelor's degree in Computer Science with a specialization in Cybersecurity. Maintaining a strong academic standing with a current CGPA of 3.24, demonstrating a continuous improvement mindset.

Sunway College

Diploma, Information Technology

2019 - 2023

Grade: 3.33 CGPA

Completed a Diploma in Information Technology, acquiring foundational knowledge in various IT concepts and applications. Achieved a CGPA of 3.33, reflecting strong academic performance in the program.