Chik Seong Leong

Global Support Analyst at Cheetah Digital
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Contact Information
us****@****om
(386) 825-5501
Location
Cyberjaya, Selangor, Malaysia, MY
Languages
  • English Professional working proficiency
  • Chinese Native or bilingual proficiency
  • Malay Professional working proficiency
Skills

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Credentials

  • ITIL Foundation Certificate in IT Service Management
    AXELOS Global Best Practice
    Jun, 2017
    - Nov, 2024
  • CCENT
    Cisco
    Jan, 2016
    - Nov, 2024
  • CCNA
    Cisco
    Mar, 2016
    - Nov, 2024

Experience

  • Cheetah Digital
    • United States
    • Software Development
    • 300 - 400 Employee
    • Global Support Analyst
      • Mar 2021 - Present

      1. Provide technical support to clients (English and Mandarin) across the globe who use multiple application platforms to distribute customize and personalize email, customize SMS, SFTP file transfer, customize web page templates, mobile application, form registration and etc2. Work with multiple teams and vendors to solve the network, system or reporting issues to ensure a better client experience.3. Troubleshoot application issues with multiple tools such as check the error log from Splunk, database data via SQL Query, and others.4. Look into the encoding, meta tag, HTML/CSS code, XML, and email header to address any possible issues.5. Ensure all mailings/campaigns are deployed smoothly and successfully by checking the settings, configuration, schedules, filters criteria, and etc.6. Record all the steps and procedures taken into the tickets and fulfill the SLA and QA criteria.7. Replicate bugs and defects and capture any useful logs which may help to fix the bugs.8. Use Linux command to check domain delegation, SSL, DNS status, and error logs.

    • Global Support Associate
      • Feb 2018 - Feb 2021

      1. Provide technical support to clients (English and Mandarin) across the globe who use multiple application platforms to distribute customize and personalize email, customize SMS, SFTP file transfer, customize web page templates, mobile application, form registration and etc2. Work with multiple teams and vendors to solve the network, system or reporting issues to ensure a better client experience.3. Troubleshoot application issues with multiple tools such as check the error log from Splunk, database data via SQL Query, and others.4. Look into the encoding, meta tag, HTML/CSS code, XML, and email header to address any possible issues.5. Ensure all mailings/campaigns are deployed smoothly and successfully by checking the settings, configuration, schedules, filters criteria, and etc.6. Record all the steps and procedures taken into the tickets and fulfill the SLA and QA criteria.7. Replicate bugs and defects and capture any useful logs which may help to fix the bugs.

  • DXC Technology
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Technical Solution Rep V
      • Apr 2017 - Jan 2018

      1. Troubleshoot Network Connection issues including LAN, WAN, wireless connection and etc.- Use command prompt to verify connection between servers, computers and machines- Trace connection between Routers and local POS machines- Verify the firewall status and connection between internet vendors modem2. Provide technical support to multiple machines including Computers, printers and POS machines- Troubleshoot Microsoft Office related software from installation, version upgrade, repair, add-ins and etc.- Install a network or wireless printer including maintenance, connection, and others.- Remote to machines to assist user to solve technical issues3. Provide technical support to IOS related products (iPOD Touch, iPhone and iPAD)- Install Apps/Airwatch, setups and other settings- Troubleshoot wireless connection by enrolling certificates remotely4. Ensure information is received with SQL commands to acquire/reload information from database.- Verify daily sales information is well received via database5. Log the tickets accordingly to record users’ issues and other related information.

  • Hewlett Packard Enterprise
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Technical Solution Rep V
      • Apr 2016 - Apr 2017

      1. Troubleshoot Network Connection issues including LAN, WAN, wireless connection and etc.- Use command prompt to verify connection between servers, computers and machines- Trace connection between Routers and local POS machines- Verify the firewall status and connection between internet vendors modem2. Provide technical support to multiple machines including Computers, printers and POS machines- Troubleshoot Microsoft Office related software from installation, version upgrade, repair, add-ins and etc.- Install a network or wireless printer including maintenance, connection, and others.- Remote to machines to assist user to solve technical issues3. Provide technical support to IOS related products (iPOD Touch, iPhone and iPAD)- Install Apps/Airwatch, setups and other settings- Troubleshoot wireless connection by enrolling certificates remotely4. Ensure information is received with SQL commands to acquire/reload information from database.- Verify daily sales information is well received via database5. Log the tickets accordingly to record users’ issues and other related information.

  • Emerio
    • Singapore
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Technical Helpdesk Associate
      • Oct 2013 - Dec 2015

      1. Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly.2. Provide technical support on operational or maintenance of a personal computers/Applications/ other products/ peripherals using documented procedures and available tools.3. Use appropriate troubleshooting techniques by using the relevant FAQ‘s and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises.4. Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level in order to resolve the issue to the customer's complete satisfaction.5. Remain up-to- date of the project in scope and also on current industry standard process and technologies. 6. Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management.

  • Mid-Vale Advisory
    • Software Development Engineer
      • Mar 2013 - Jun 2013

      - Participated in developing a web based project with PHP and Ajax- Ensure data is recorded and bug testing

Education

  • RMIT University
    Bachelor of Information Technology, System Administration
    2010 - 2012
  • Taylor's University
    South Australian Matriculation
    2009 - 2009

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