Ainul Zarol Azri Mat Dom

Senior Customer Service @ OKX

About

As a professional IT Technical Support and Senior Customer Service with over a year of experience in the role, I contribute to addressing customer complaints and feedback alongside product managers and marketing teams, ensuring prompt issue resolution and improved customer satisfaction. With a strong background in technical support and a focus on IT related software and hardware, cryptocurrency, foreign currency systems and sales. I bring expertise in troubleshooting and cross-functional collaboration. My mission is to foster seamless customer experiences while supporting commitment to innovation and excellence in the digital asset space.

Country

Malaysia

City

Federal Territory of Kuala Lumpur

Industry

Information Technology & Services

Skill

Foreign Currency, Databases, Cryptocurrency, Crypto, Cryptanalysis, Cryptocurrency Exchange Platforms, Customer Experience, Customer Service Training, KYC Verification, Foreign Exchange (FX) Trading, Customer Service, Software Troubleshooting, IT Hardware Support, Xerox Printers, Printer Support, Technical Assistance, Information Technology Infrastructure, Computer Information Systems, System Administration, Networking

Experience

Senior Customer Service

OKX

2024-2 - 2025-3 · 1 yr 2 mos

Federal Territory of Kuala Lumpur, Malaysia

● Performed blockchain transaction validation and compliance checks, ensuring adherence to internal and regulatory standards. ● Resolved transaction issues and security risks, reducing fraud exposure. ● Collaborated with Finance, Operations, and Team Leads to improve workflow efficiency and accuracy. ● Produced daily reports and transaction summaries, improving reporting efficiency and data visibility. ● Supported users with crypto platform guidance, improving customer experience.

Technical Support Specialist

FUJIFILM Business Innovation Singapore

2023-2 - 2024-2 · 1 yr 1 mo

Federal Territory of Kuala Lumpur, Malaysia

● Resolved printer and software issues via multi-channel support, maintaining high response quality. ● Managed device setup, configuration, and troubleshooting for daily user support. ● Maintained service logs and ticket records, improving tracking accuracy and reporting quality. ● Identified recurring issues and implemented fixes that reduced repeat incidents by 20%. ● Supported consumables and system requests with high accuracy and SLA compliance.

Global Test Center Support Analyst

Prometric

2021-3 - 2023-2 · 2 yrs

Federal Territory of Kuala Lumpur, Malaysia

● Provided remote technical support for global test centers, ensuring uninterrupted exam operations. ● Troubleshot network, VPN, and VOIP issues, improving system stability and uptime. ● Performed regular system fixes and remote troubleshooting, supporting live test environments. ● Maintained and monitored server and application performance for operational continuity. ● Identified recurring issues and reduced test disruption incidents by 25%.

Technical Support Analyst

DXC Technology

2018-10 - 2021-7 · 2 yrs 10 mos

Cyberjaya

● Delivered enterprise IT support for hardware, software, and system issues across global regions. ● Managed Active Directory, Windows Server, and Citrix environments, ensuring system stability. ● Handled ticket resolution and entitlement verification, improving service accuracy. ● Conducted user training sessions, improving end-user system understanding. ● Contributed to process improvements that reduced ticket backlog by 18%.