Strong System Support Capability delivered via:

• Being knowledgeable in defining scope of business area, identifying requirements, analysing and evaluating capabilities and inefficiencies of current business process and suggesting areas of improvement.
• Confer with users change request, performs impact analysis to be able to output the feasibility of request and translate the technical perspective into a language that business users can understand.
• Ability to resolve complex problems and issues regarding system functionality.
• Improving the software support documentation so as to make easy future troubleshooting and thus improve the turnaround time in incident resolution.
• Being analytical and contributing to database design skills.

Strong Project Support Capability delivered via:

• Provide support to business users and assist business units in translating business requirements into deliverables, which includes providing inputs of support activities and requirements to the Business Requirement Specifications.
• Contribute to the business specific tasks in the projects undertaken by the team from initialisation to post-implementation, which includes contributing effort estimates for production setup/configuration and participating in Operation-Readiness-Test (ORT)
• Track progress with efficiency and accuracy the project deliverables and proactive in identifying, escalating and managing issues to meet project deadlines.
• Vendor management process.

TECHNICAL EXPERIENCE:

• Programming Languages: Visual Basic 6.0 / .NET, ASP Classic/.NET, C#, SQL, Oracle, Crystal Report, Transact SQL (Table, View, Trigger, Functions, Stored Procedure, Cursor), Java, JQuery, Java / Unix / Windows / C:D Scripting, Microsoft Access, Macros, HTML/XML Language
• Network Protocols: LAN/WAN, TCP/IP, NAT, DHCP, DNS, IPSEC, SMTP, POP3
• Operating Systems: MAC OS, Windows Server, Unix
• Software Applications: IBM Rational Clearquest/Clearcase, IBM Websphere MQ, Connect Direct, BMC Control-M Desktop/Enterprise Manager, Microsoft IIS 6.0/7.0/7.5, DCOM Technology, TSM backup, Microsoft Visio (UML Concepts)/Smart Draw, Biztalk, Jenkins, Macromedia Flash MX, Microsoft Office (Microsoft Word, Excel, PowerPoint and Access, Visio), Open Office (Calc, Writer), Anti-virus (McAfee and Norton), Email Client (Outlook)
• Testing: UAT, Unit testing, System Integration testing.
• Business Applications: ERP (CRM and SAP Business One), Content Management System (Sharepoint), FTP/SFTP Application (Putty, FileZilla & WinSCP), Order Management System, Travel Payment Services, Ticketing System (SysAid Software, Mercury Test Director, JIRA Software, Service Desk and Tools, BMC Software).
• Others: SDLC, ITIL methodology, .NET Framework, Requirements Gathering & Documentation, Use Case Scenarios, Dataflow Diagrams, Business Process Models ( flow chart, functional flow, etc).