Experience

Marshall Cavendish Education

• Singapore
• Book and Periodical Publishing
• 100 - 200 Employee

• Customer Service Officer

  • Jun 2018 - Present

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelMonitor outstanding cases and work with all parties involved to ensure smooth closure of all cases.Record events and problems and their resolution in logsFollow-up and update customer status and informationProvide minimal Onsite Support within same locationEnsure all cases are accepted within the service level agreement Show less

• Customer Service Officer

  • Apr 2017 - Jun 2018

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelMonitor outstanding cases and work with all parties involved to ensure smooth closure of all cases.Record events and problems and their resolution in logsFollow-up and update customer status and informationProvide minimal Onsite Support within same locationEnsure all cases are accepted within the service level agreementBackup agent for the Student Learning Space(SLS)Create detailed, comprehensive and well-structured test plans and test casesEstimate, prioritize, plan and coordinate testing activitiesPerform thorough regression testing when bugs are resolvedDevelop and apply testing processes for new and existing products to meet client needsLiaise with internal teams (e.g. developers and product managers) to identify system requirementsMonitor debugging process resultsInvestigate the causes of non-conforming software and train users to implement solutionsTrack quality assurance metrics, like defect densities and open defect countsStay up-to-date with new testing tools and test strategies Show less



Marshall Cavendish Education

• Singapore
• Book and Periodical Publishing
• 100 - 200 Employee

• ICT Executive

  • Feb 2014 - Jul 2015

  Working in local school environment (stationed in school). Conduct IT-based customised training to students & staff. Provide software and partial technical assistance to both staff and students. Work closely with the Head of Department of IT (HOD/IT) in spearheading IT initiatives. Working in local school environment (stationed in school). Conduct IT-based customised training to students & staff. Provide software and partial technical assistance to both staff and students. Work closely with the Head of Department of IT (HOD/IT) in spearheading IT initiatives.



MC Online Pte Ltd

• Residential Trainer

  • Jul 2011 - Feb 2014

  Identify training needs for schools, conceptualize and develop pedagogical training materials (user manuals, lesson ideas etc). Field coaching in schools and able to interact well with teachers and students Design effective training programs Working in local school environment (stationed in school). Conduct IT-based customised training to students. Conduct IT-based customised training to institution staff. Provide software and partial technical assistance to both staff and students. Work closely with the Head of Department of IT (HOD/IT) in spearheading IT initiatives. Moderate travelling required. Promote and propagate best e-learning practices Show less