Summary

Work experience

• Technical Support Engineer

  BeyondTrust

  2022.08-Current

  (4 years)
• Technical Support Analyst

  BeyondTrust

  2020.08-2022.08

  (2 years)

  ● Manage an average of 30 support cases daily through ticket system ServiceNow; triage customer issues and process the cases according to SLA; collaborate with the APAC team achieved a SLA of 98% ● Engage with the initial response for support cases to provide a workaround, gather support logs, send knowledge base article and perform escalation for severe cases ● Perform administrative tasks (i) manage and troubleshoot support portal accounts (ii) verify support maintenance using Salesforce ● Provide direct support for product activation in online and air-gapped environment ● Analyse BeyondInsight product on Windows 2016 appliance, provide upgrade path for High Availability environment; assist customers for upgrade process ● Create and conduct product activation training to enhance team performance Show less
• AdSense Support Specialist

  Google

  2019.08-2020.07

  (a year)

  • Create and design Google AdSense Custom Search Ads for APAC region • Provide direct technical support for partners during the onboarding and implementation process • Provide a mature and effective point of knowledge for both the internal Google teams and external clients.
• Web Design Intern

  Richfield Technologies (s) Pte Ltd

  2018.01-2018.05

  (5 months)

  Project 1: Interface Design for Corporate Website • Designed and developed a website using WordPress, XAMPP, Adobe Photoshop, HTML and CSS • Collaborated with Information Technology Consultant to redesign the corporate website; enhanced corporate image and user experience upon various browsers testing. • Created E-commerce Section, performed product quality analysis; conducted market research and telemarketing of product to retailers Project 2: Launch a Recruitment Website • Acquired knowledge and experience when developing a website from scratch: (i) Purchased Domain and Images (ii) Choose Hosting Server (iii) Corporate Logo Design (iv) Interface Design • Developed website with using World Press, HTML, CSS and Adobe Photoshop • Enabled organization to recruit new employees upon system launch Show less
• Customer Service Assistant

  Uber Technologies Inc

  2016.05-2016.07

  (3 months)

  ● Handled incoming call / enquires about car rental at Call Centre Operation ● Attended to feedback from public and drivers about improving Uber services ● Assisted in data entry

Educational experience

• Nanyang Technological University

  Bachelor's degree, Information Engineering and Media

Languages