MICHAEL ARJUN ALBA

[email protected] • +60166439294 • Kuala Lumpur, Malaysia

PROFESSIONAL SUMMARY

Dynamic L3 Support Specialist with over 15 years of experience driving operational excellence and resolving complex technical issues in fast-paced environments. Proven track record of improving system uptime by 20% and leading cross-functional teams to deliver high-impact solutions aligned with business goals. Adept at leveraging strong leadership, communication, and problem-solving skills to enhance customer satisfaction and streamline project management processes. Committed to applying deep technical expertise and strategic insight to support organizational growth and innovation.

WORK EXPERIENCE

L3 Support

07/2023 - Present

Accenture Solutions SDN BHD, Kuala Lumpur | UOB Malaysia , Kuala Lumpur

• Led optimization of Unix server scripts, enhancing server uptime and reducing errors through rigorous testing and validation processes

• Developed and implemented standardized scripting best practices, improving team efficiency and accelerating issue resolution

• Collaborated with senior leads to diagnose and resolve complex production issues, applying agile problem-solving techniques to improve incident response

• Facilitated cross-team knowledge sharing by translating complex technical concepts into clear communication, strengthening team collaboration and operational effectiveness

Technical Lead

11/2021 - 06/2023

Accenture Solutions SDN BHD, Kuala Lumpur | Telekom Malaysia – Project Horizon 5G , Kuala Lumpur

• Led the technical team as the designated lead, coordinating efforts to meet project milestones and deliverables on schedule

• Monitored project progress closely and enforced accountability, ensuring alignment with timelines and quality standards

• Mentored junior developers by sharing technical expertise and fostering skill development, strengthening overall team capability

• Facilitated agile processes as scrum master, optimizing productivity through effective sprint planning, progress tracking, and transparent reporting

• Delegated tasks strategically based on individual strengths, enhancing team efficiency and output quality

• Acted as a key liaison between clients and developers, resolving technical challenges promptly to maintain smooth project execution

• Provided regular, clear progress updates to stakeholders, maintaining alignment with organizational goals and highlighting team achievements

• Balanced leadership duties with hands-on development, contributing to module design and enhancement while managing project responsibilities

• Championed high code quality by enforcing best practices and conducting thorough code reviews throughout the development lifecycle

Development Lead

10/2020 - 10/2021

Accenture Solutions SDN BHD, Kuala Lumpur | TM One - OneView 2.0 , Kuala Lumpur

• Led the development of an innovative Project Management System that significantly improved project oversight efficiency, enabling Project Managers to streamline workflows and reduce oversight time by more than half

• Mentored and trained new team members on core project execution skills and software development standards, strengthening team capabilities and ensuring consistent delivery quality

• Monitored progress closely across client and internal development teams to ensure strict compliance with project requirements and timelines

• Acted as the primary liaison between client stakeholders and Accenture teams, proactively resolving issues and maintaining transparent communication to support project success

Java Developer

08/2019 - 09/2020

Accenture Solutions SDN BHD, Kuala Lumpur | WEBE - Data Management Portal , Kuala Lumpur

• Led the end-to-end development and successful launch of a web application that replaced the legacy system, improving platform stability and user experience

• Designed and implemented robust APIs to enhance integration capabilities, facilitating efficient data exchange with multiple external systems

• Mentored and guided both junior and senior developers on new frameworks and best practices, strengthening the team’s technical proficiency and collaboration

• Acted as a key liaison for clients by resolving backend data and service request challenges, ensuring smooth adoption and satisfaction with the new system

Lead Developer

10/2018 - 07/2019

Accenture Solutions SDN BHD, Kuala Lumpur | DOSM – Census Data Management , Kuala Lumpur

• Led the development of a web application to streamline census and post-census operations, improving portal efficiency and user experience

• Designed and implemented multiple RESTful APIs to enhance secure data access and facilitate seamless integration with government portals

• Mentored junior developers on software development best practices and agile methodologies, accelerating team productivity and ensuring timely project milestones

• Introduced and managed SOLR as a code quality management platform, strengthening source code maintainability and reducing technical debt

Senior Application Developer

06/2018 - 09/2018

Accenture Solutions SDN Bhd. Kuala Lumpur | DIGI Telecommunication – eComm AD , Kuala Lumpur

• Led cross-functional collaboration with the Application Management team to swiftly resolve production issues, ensuring uninterrupted client web application performance and enhancing overall system reliability

• Developed and implemented new promotional features within client applications, improving functionality and supporting marketing initiatives to drive user engagement

• Proactively monitored and investigated system anomalies during Business As Usual operations, enabling rapid issue identification and resolution to minimize client impact

Senior AM/AD

10/2017 - 05/2018

Accenture Solutions SDN Bhd. Kuala Lumpur | DIGI Telecommunication – CMS AD/AM , Kuala Lumpur

• Led collaboration with clients to design and implement new application features, enhancing solution capabilities and driving continuous improvement

• Developed and deployed customized Spring Batch processes to automate critical business workflows, significantly boosting operational efficiency and accuracy

• Optimized ETL performance by refining query structures, resulting in noticeable reductions in runtime and improved data processing speed

• Revamped and automated legacy ETLs, eliminating manual tasks for the AM team and enabling higher productivity and focus on strategic activities

• Maintained proactive communication with the AM team to quickly resolve production issues and ensure timely responses to client requests during BAU operations

• Delivered targeted training sessions to client teams, enhancing their understanding of system functionalities and empowering them to maximize platform utilization

Web Portal L2, L3 Developer

08/2016 - 09/2017

Accenture Solutions SDN Bhd. Kuala Lumpur | DIGI Telecommunication – Multi Channel Portal , Kuala Lumpur

• Led client success initiatives by delivering timely workarounds and collaborating cross-functionally to implement permanent solutions, significantly reducing service disruptions and enhancing client satisfaction

• Designed and developed innovative Spring Batch processes to automate manual tasks for the Account Management team, streamlining operations and improving process accuracy

• Conducted in-depth investigations of critical live issues to ensure rapid resolution, providing clear and prompt communication through email and messaging platforms

• Spearheaded the expansion of Multi-Channel Portal functionalities for client dealers, driving feature development and maintaining application stability to support ongoing business needs

Senior Software Engineer

11/2013 - 07/2016

Accenture INC. Cebu City, Philippines | MSDO – TSM , Cebu City, Philippines

• Led client collaboration sessions to accurately capture requirements and drive the successful implementation of the Asset Development Application, ensuring alignment with client expectations

• Championed quality assurance by conducting daily peer reviews with clients, rigorously refining Functional and Detailed Design documents to enhance clarity and project coherence

• Maintained high code quality standards through regular SonarQube scans, proactively identifying and addressing potential defects to uphold robust coding practices

• Developed and implemented automation solutions for regression testing, streamlining the testing workflow to improve efficiency and reliability

Mid-Level Java Developer

01/2011 - 10/2013

Utilibill | Utilibill

• Led the development and deployment of an email application that prompts clients to disconnect unused services, enhancing customer experience and supporting cost-saving initiatives

• Designed and implemented a new sales interface, including user flow and database schema, to facilitate upselling of additional services and improve sales process efficiency

• Resolved complex data discrepancies by debugging screens and analyzing stored procedures, ensuring accurate customer information and reliable system performance

• Developed reporting pages that summarize billing data, streamlining analysis for customers and improving billing transparency

• Collaborated directly with clients to trace and resolve live data issues, ensuring timely problem resolution and maintaining high customer satisfaction

Software Engineer

06/2008 - 07/2011

NEC Telecoms Software Philippines Inc. | INMS-NML

• Led the creation of detailed functional design documents that improved clarity and alignment among peers, team members, and clients throughout the project lifecycle

• Developed comprehensive design artifacts, including diagrams and use case models, to effectively communicate application functionality and support development efforts

• Translated design specifications into modular, maintainable code while ensuring adherence to project requirements

• Strengthened application reliability by designing and executing thorough unit tests and collaborating closely during system integration and user acceptance testing

• Coordinated with team members to establish a streamlined testing environment, enhancing collaboration and testing efficiency

• Managed version control for all project assets, maintaining codebase integrity and facilitating smooth team workflows

• Oversaw deployment processes as configuration manager, performing final quality checks and ensuring successful production releases with minimal issues