Izzad Zuhair Ismail
About Izzad Zuhair Ismail
Izzad Zuhair Ismail is an L2 Support Engineer currently working at Ideagen in Malaysia, where he has been employed since 2022. He has a background in engineering and support roles, with experience in mentoring, troubleshooting, and utilizing various technical tools.
Work at Ideagen Plc
Izzad Zuhair Ismail currently serves as an L2 Support Engineer at Ideagen, a position he has held since 2022. In this role, he is responsible for resolving complex technical issues and providing support to clients. His work involves collaboration with various teams, including Account Managers, Technical Services, and Developers, to ensure customer satisfaction and effective problem resolution. Prior to this role, he worked as a Software Configuration Engineer at Ideagen from 2021 to 2022.
Previous Experience in Technical Support
Before joining Ideagen, Izzad gained experience in technical support roles at several organizations. He worked as a Health Planner at Coway Corp. for seven months in 2019, where he focused on health-related solutions. Additionally, he served as a Simulator Support Engineer at CAE for two months in Hong Kong and for six years in Sepang, Malaysia. His role involved troubleshooting and resolving simulator-related issues. He also worked at GENENTECH SYSTEM SDN BHD as an Electrical and Automation Engineer for five months in 2021.
Education and Expertise
Izzad holds a Bachelor's Degree in Aircraft Engineering Technology in Aviation Electronics from Universiti Kuala Lumpur, which he completed from 2011 to 2015. He also studied Foundation in Science and Technology at Kolej MARA Kuala Nerang from 2010 to 2011. His high school education includes a focus on Electrical, Electronics, and Communications Engineering at SM Teknik Kulim from 2008 to 2009. Izzad is currently self-learning for the AWS Associates certificate exam to further enhance his technical skills.
Mentorship and Team Collaboration
In his current role, Izzad actively mentors L1 support engineers, helping them to improve their knowledge and understanding of technical processes. He utilizes tools such as Jira, Zendesk, and Salesforce for tracking and ticketing systems, ensuring efficient management of customer issues. His collaborative approach involves working closely with various stakeholders, including CloudOps engineers and Consultants, to deliver effective solutions.
Technical Skills and Tools
Izzad possesses strong technical skills in troubleshooting complex issues, utilizing tools such as AWS DynamoDB, Event Viewer Logs, and SOAPUi for API testing. His experience spans various technical environments, allowing him to address a wide range of customer concerns effectively. His proficiency in these tools supports his work in providing high-quality technical support.