Continuous Improvement Specialist

• Sep 2022 - Present

Customer Service Officer

• May 2017 - Sep 2022

A/Test Analyst

• Oct 2020 - Jun 2022

A/Knowledge Coordinator

• Dec 2018 - Nov 2019

As a a Knowledge Coordinator I am responsible for the knowledge management processes. This involves ensuring knowledge is available to enable improved patient outcomes in line with the eHealth organisational vision.From translating technical work instructions, coaching and mentoring of staff, to identifying process and system improvements and promoting its sharing and use; I understand the value in leveraging what we all have...knowledge!“Leveraging knowledge in the organisation to enhance the customer experience.”

Customer Service Officer - Temporary Full-time

• Apr 2017 - May 2017

Service Desk Analyst

• Mar 2017 - Apr 2017

Delivery Driver/Storeperson

• Jun 2015 - Mar 2017

Delivery and Supply of plumbing equipment Delivery and Supply of plumbing equipment

Senior Service Centre Specialist

• Apr 2007 - Apr 2015

As a Senior Service Centre Analyst, providing 1st and 2nd level support, I work diligently to ensure tickets are actioned in accordance with SLA’s, providing high level customer satisfaction. This involved supporting a variety of customers both local and abroad, troubleshooting, diagnosis and resolution of customer requests/incidents, and escalation to Level 3 teams when required. My duties in this role include: • 1st and 2nd level support via phone & email • Usage of Remedy/RemedyForce to log and action support calls • Diagnosis and Troubleshooting of Software and Hardware issues – including Desktop Applications & Business Systems, Mobile devices, Network and Printer related issues • Queue Management – ensuring tickets are logged/actioned in accordance with Service Level Agreements • Liaise with internal teams and 3rd parties where required to assist in call resolution • Contribute regularly to in house knowledge base • Create & Review documentation • Use of Active Directory & Exchange for administration of user accounts (creation, deletion etc) • Participate in on-call roster, acting as an escalation point for Service Desk staff after business hours • Training and mentoring of new staff, and junior staff members • Met and exceeded FoF (Fixed on First) targets – resolution of incidents on first contact • Maintain 100% customer satisfaction for over 3 years • Consistently exceeded call closure targets Achievements and Highlights: - Employee of the month: March 2014 - Providing training, mentoring and assessment of over 18 staff members in Kuala Lumpur, which involved travel to the Ventyx Malaysia office.

Service Technician

• Apr 2003 - Mar 2007

As a Service Technician, I was responsible for repairing and building PC’s/laptops. Gaining a wide exposure to hardware and software allowed me to greatly assist in troubleshooting a diverse range of issues. In addition to this, new PC’s/Laptops were setup and configured according to customer specifications. My duties in this role included: • 1st and 2nd level Support via phone, email and face to face • High level of software, hardware and peripherals troubleshooting and diagnosis, involving confirmation and resolution of faults. Also setup of Hardware and Peripheral devices • Liaising with 3rd parties, suppliers and distributors regarding faults, providing regular feedback to customers • System building – large rollout of new computer systems, building 60+ per week • QA testing of all new computer systems, through to final dispatch to end user • Network setup and installation • Windows OS Installations and Repairs • Computer and Software tuition to end users • Creation of documentation