Janice Tan
Senior Executive Quality Assurance at KLC International Institute- Claim this Profile
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Bio
Credentials
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Preparing for the Google Cloud Professional Cloud Architect Exam
CourseraApr, 2021- Oct, 2024 -
Managing Security in Google Cloud Platform
CourseraMar, 2021- Oct, 2024 -
Mitigating Security Vulnerabilities on Google Cloud Platform
CourseraMar, 2021- Oct, 2024 -
Networking in Google Cloud: Hybrid Connectivity and Network Management
CourseraMar, 2021- Oct, 2024 -
Reliable Google Cloud Infrastructure: Design and Process
CourseraMar, 2021- Oct, 2024 -
Security Best Practices in Google Cloud
CourseraMar, 2021- Oct, 2024 -
Data Science: Crafting Data Science Problem Statements
GnowbeJan, 2021- Oct, 2024 -
Elastic Google Cloud Infrastructure: Scaling and Automation
CourseraJan, 2021- Oct, 2024 -
Essential Google Cloud Infrastructure: Core Services
CourseraJan, 2021- Oct, 2024 -
Essential Google Cloud Infrastructure: Foundation
CourseraDec, 2020- Oct, 2024 -
Google Cloud Platform Fundamentals: Core Infrastructure
CourseraDec, 2020- Oct, 2024 -
Google Cloud Product Fundamentals
CourseraDec, 2020- Oct, 2024 -
Business Transformation with Google Cloud
CourseraNov, 2020- Oct, 2024
Experience
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KLC International Institute
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Education Administration Programs
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1 - 100 Employee
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Senior Executive Quality Assurance
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Aug 2022 - Present
• Support KLCII digital transformation effort implementing new module “Sales module” in Academic Information Management System (AIMS). • Schedule and perform regular internal checks to ensure that works follow processes and all SOPs adhere to the stringent “7 Criterions” requirement of EduTrust certification. Closed-loop correction to train staffs on non-conformance to processes. • Compared GD 4 with GD3 and identified key changes for QA sharing with staffs. Project manage transition from GD3 to GD4. • Work closely with external QA consultant to perform tasks such as dissemination of notification on updates to internal staffs, audit checks on works done by external QA consultant, regular reviews on all SOPs with process owners to ensure all processes, forms and templates are the latest and correct version available. • Review current manual work flow in any department that is tedious, time-consuming and error-prone. identify issue and recommend digital solution, provide requirement, design flowchart and work with IT to implement the application using Yeeflow. Perform UAT and fine-tuned the application, creates user’s guide using power-point and run through with the user(s). Implemented Contract Management System and enhancement of Facilities Helpdesk. Work in progress on Student Counselling System, Feedback System and Pre-Course Counselling. • Coordinates grant and ad-hoc audit request from regulatory board (SSG) and work with relevant team(s) to compile the required documents and liaise till closure. • Created QA Playbook and AIMS Playbook using Microsoft OneNote to document design methodology, flowchart, issue faced. Show less
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Advisor, Project/Program Management
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Dec 2016 - Jun 2019
• Supported Global Sales Organization on overall Sales enablement within Dell.• Performed governance role by reviewing and approving users on tools access request and audit access.• Managed users access right • Collaborate with global cross-functional teams to drive process improvements.• Run day-to-day SQL scripts for data extraction from Teradata, exported to MS Excel for comparison and timely captured of any mismatch in Epicenter, ensuring data accuracy in all Sales reporting for Sales in both EMEA and APJ regions. • Managed Logistics project scope. Show less
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Advisor/Project Manager - Customer Reporting Solutions
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Aug 2010 - Dec 2016
• Handled end-to-end reporting issues escalated by users in Amer and APJ regions. • Assisted to resolve issues that do not required developers’ effort. By filtering out genuine incidents for developers had greatly reduced their times spent on sustaining roles and improving internal/external customers experience. • Improved process to include “issue trending and root cause” analysis, problem solving to reduce case volume.• As Subject Matter Expert (SME) for all quality reports for APJ Sales to be used in Business Quality Reviews with customers.• Led automate project for Customer quality reporting for APJ regions and sustaining work for reporting issues• Documented sustaining process flow using MS Visio. Show less
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Customer Quality Manager
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Feb 2005 - Aug 2010
• Managed end-to-end customers' escalations. Performed data deep dived to analyze failure trending using MS Excel, determined emerging quality issue or known quality issue, arranged for batch dispatches by engaging global cross-functional teams.• Led APJ CQM team on daily call to drive metric goals, Tell Dell, NPS, move issues, exchange of solutions and trending on emerging issues seen.• Supported own team on data analysis and trend charts preparation for Customer Quality Review (CQR)/Quality Business Review (QBR) with Sales using MS Power-point.• Managed Quality tool by auditing data accuracy and reviewed cases. Conducted hardware sharing sessions for key customer’s IT team to minimize user's induced failure or perception issue. Show less
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Field Quality Engineer
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Nov 2003 - Nov 2004
• One year contract to aid Technical Support call center agents by on-site visits to key customers. Assisted in troubleshooting and providing detailed on-site reports to the agents, helping them to understand customer’s concern and resolving problem. • Conducted hardware sharing sessions with key customer’s IT teams. • Coordinated with Dell outsourced vendors for on-site support for hardware repairs and captured faulty hardware with quality issue. • This initiative was a great success to build Dell’s brand and achieving excellence customer’s experience. Show less
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Fuji Xerox Singapore
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South East, Singapore
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System Network Administrator
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Apr 1996 - Jun 2002
• NT Network and system administration • Formulate policies and procedures for system/network security. • Managed MS Exchange servers and users’ accounts. • Evaluate software/hardware and recommend suitable ones for use. • Provided users support on Windows OS, LAN inaccessible, MS applications, PC setup and fault trouble-shoot, Macintosh connection and email. • Planned server upgrade and new version migration. • Performed servers’ backup and archival of completed projects for site destruction recovery. • Maintained and updated HTML web pages for about 2 years. • Maintenance of network infrastructure. Show less
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Leica Instruments
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Singapore
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MIS Assistant II
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Jun 1994 - Apr 1996
• Assist Senior Network Engineer in network trouble-shooting, system maintenance & backup as well as end-users support. • Assist System Analyst in MRP Programming. • Perform MIS administrative duties for MIS manager. • Assist Senior Network Engineer in network trouble-shooting, system maintenance & backup as well as end-users support. • Assist System Analyst in MRP Programming. • Perform MIS administrative duties for MIS manager.
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Education
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Nanyang Technological University
Bachelor of Engineering - BE, Electrical & Electronics Engineering (Telecom Major)
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