Technical Support Manager

• May 2023 - Present

Deputy Director - Merchant Support

• Mar 2022 - May 2023

Responsibilities • Manage Merchant Support team, both technical and operation support to ensure all merchants receives world class support services • Serve as contact point 24/7 for any payment incidents and communicate incident to impacted merchants in a very timely manner. Ready to jump into any incidents when necessary • Ensure support coverage during mega campaign (8.8, 11.11, 12.12, Lazada birthday) • Coordinate internally to ensure incidents and problems are escalated to the right team/person and follow up progress to ensure merchant receives update on each progress in a timely manner • Provide proactive support by monitoring alerts from the Network Operation Team (Noc) if the team see any suspicious problem therefore problem is fixed before Merchant notices it • Troubleshooting by simulating the problem, reading log files, searching previous tickets • Escalate repetitive problems or problem with larger impact to the development team. Ensure impacts are well communicated therefore the problems are handle and fixed based on priority • Learn new features/new troubleshooting techniques and provide training to the team • Provide weekly usage reports to key merchants • Lead a team of 13 staffs. Lead by Example. Address discipline issues • Improve internal process. Research technologies to solve problem. Build automation tool to reduce repetitive manual tasks. • Initiate and maintain internal knowledge-based system Show less

Support and Implementation Manager

• Oct 2020 - Feb 2022

Responsibilities • Lead account management and technical/non-technical support for customers in Agriculture business though Skype/WhatsApp/Call/Email • Monitor Jira tickets and compile reports • Log defects and enhancement requests in Jira and ensure all the issues are well prioritized • Communicate with developers in around the world and ensure they understand the issues and provide appropriate solution • Conduct software testing (Functional test, smoke test and regression test) each release (both web release and Android mobile release) and feedback GO or NO-GO to production environment • Provide both external and internal training • Record training VDO and compile training slide • Contribute articles in the Confluence knowledge-based system • Compile weekly reports (Mapping report, Purchase Report, Usage Report) for the clients • Take ownership on Jasper Report development • Set up demo for sale person Show less

Application Support Manager

• Feb 2020 - Sep 2020

Responsibilities • Manage a team of 8 support agents (5 in Thailand, 2 in Indonesia and 1 in Philippines) to ensure o Highest user satisfaction by providing prompt response and accurate Rootcause analysis o Strong relationship within the team and product management team o Good relationship with the business and Warehouse operation o Support coverage during Lazada and Shopee Campaign o New features and bug fixes are communicated to support team each release • Provide troubleshooting and automated tool to drive improvement in application support • Improve support process to drive improvement that reflects application Scorecard • Coordinate with management team for frequent issues and define mitigation plan • Plan and forecast staff utilization • Act as escalation point for escalated issues • Set-up and curate a strong ticket-assignment process to team members • Compile monthly management report and discuss with Chief Product Officer for incident trend and area of improvement • Recruiting staffs • Evaluate staffs Ongoing Projects • Method of Working document • User’s operation manual • Centralized Knowledge based system • Support automation • Agent dashboard in Jira Show less

Presales Consultant

• Aug 2019 - Jan 2020

Responsibilities • Develop prototypes to present client’s solutions. Focus solutions are o e-KYC with Face Recognition and Liveness detection o Digital Mobile Banking o Digital Insurance • Co-ordinate with sales team and carry on proposed solution meeting • Interview clients to understand scopes and requirements • Work with partners to create packed solutions • Co-ordinate with development to get a cost estimation • Conduct demo session to client’s key decision makers • Write Commercial and Technical Proposal • Take BA role for the project at LH Bank • Take PM role for Novotel on-Demand Laundry project Major achievements • Write 116 pages technical proposal with all screenshots of proposed solution for Krungsri opportunity. Be one of the two final shortlists out of 8 vendors (award will be announced in January 2020) • Volunteer to take BA role on project at LH bank. Fixed 8 Functional specifications with minimum supervision. • Lead On-Demand laundry project at Novotel and project is still on schedule Show less

Technical Support Manager

• Sep 2018 - Mar 2019

Responsibilities • Ownership of a back-office system for Casino business • Provide in-house support and on-standby support on 24/7 basis • Support Migration to Microsoft’s Azure cloud infrastructure • Gather business requirements and write requirement specification • Suggest solution by preparing and evaluating alternative workflow • Create Stories, defects and task in Jira and manage Sprint and release • Manage developer in Philippines and Ukraine and ensure scope of each Sprint are feasible to achieve so that the release can be deployed on time • Lead system Testing: Smoke test, automated volume test (using Katalon Studio), functional test, and regression test • Be a point of contact and lead incident management • Provide Technical support and troubleshooting • Create management reports using Tableau Desktop Major achievements • Successfully go live the back-office system that has not been working well for a year • Setup and manage release process which was never been setup before • Increase uptime by 40% and reduce downtime by 1 minute • Successfully migrate the system to Microsoft Azure as part of testing team Show less

Manager - Advisory services

• Apr 2015 - Nov 2015

Responsibilities • Review response to RFP documentation and make sure there is no mistake and flaws in the wording. Ensure that all wordings are based on facts and no assumption without supporting facts. • Review proposal documents both word document and Power Point presentation. Ensure that all documents comply to EY writing guideline and styles • Review work products such as audit working paper. Ensure that all documents comply to EY writing guideline and styles • Create and maintain engagement documentation based on EY standard template • Participate in internal projects such as internal training Major achievements • Lead COBIT 5 training for internal team and interns Show less

Business Application Support Manager

• Apr 2014 - Apr 2015

Shipco Transport offer global freight and air freight services. Bangkok Development Center (BRC) develop application for the enterprise. The application is a rich GUI Java based web application that replace existing text based system. Technologies: Java, MySQL, Windows Responsibilities • Manage a team of 10 people – 8 in Bangkok/2 in Mumbai which provide 24/5 application support • Ensure that the team provide service on a timely manner and provide accurate information. Randomly check the quality of the support service • Plan resources and strategy in order to provide support when we have an unusual monster release • Design and drive standard support processes mainly o Define priority criteria based on severity and impact o Define ticket statuses: first response provided, root cause analysis, and positive closure o Define SLA so that staff provide services in a timely manner o Define KPI: first response time, root cause analysis time, pending tickets and ticket closed per day • Design report and dashboard to monitor performance of the team • Address discipline / behavior issue within the team • Define team’s and individual’s objectives for end of year performance review • Be a local point of contact or urgent issues • Work closely with developers and QAs to ensure bug fixes and new features meet the needs • Set up Jira project to be used as service desk ticket system • Research new technology that will improve service desk’s performance • Bring new troubleshooting tool to ease with support work Major achievements • Change the culture of the team, bringing them out of comfort zone but remaining relax workplace • Only team where the performance consistently achieves the target • Bring the service desk to industry standard based on ITIL v3 framework Show less

Senior Support Manager

• Oct 2013 - Jan 2014

PrimeXM offers low latency ordering and pricing engine to multiple liquidity providers and white label solution for FX markets. PrimeXM also offers a value added Web based GUI available for users to configure the settings by themselves at any time without the needs to request PrimeXM to configure on their behalves. Technologies: Java, MySQL, FIX protocol, MetaTrader 4, PHP, Windows Server, Windows Responsibilities: • Setup Thailand office and recruit new employees • Transfer product knowledge and train new employees • Ensure collaboration between Cyprus office and new Bangkok office • Ensure the workload is balanced among the resources • Design support process to support Asia time zone Show less

Senior support consultant/Group Leader

• Jun 2009 - Aug 2013

Thomson Reuters is the world leading market information provider. Thomson Reuters offer enterprise solution to deliver from exchanges, analysts, and editorials to the screen of the users. Thomson Reuters Eikon is Thomson Reuter’s strategic desktop product that generates most of the revenue for the Enterprise. Thomson Reuters Eikon is under desktop domain – Thomson Reuters Desktop.Technologies: Java, JavaScript, LDAP, native Win32 C++, .NET Framework, web service, Windbg, Fiddler, HTTP Analyzer, MSI installation Group leader:• Manage deployment and view explorer team of five people, lead by examples, and give directions for the team to work effectively and efficiency• Monitor performance of the team on the weekly basis• On the monthly basis, analyze Key Performance Indicators (KPI) and compile monthly reports for the management as well as forecast trends of incoming support tickets• Schedule meetings as needed• Balance workloads among the team members• Set objectives and do performance appraisal• Address discipline / behavior issue within the team as well as advice the team if they need to be aware of legal concerns• Ensure collaboration between different support groups as well as developer / QA groups• Organize and manage all trainings both internally and externally 3rd level support:• Engage in rollout projects for Focus Group Accounts (FGA)• Work closely with product managers to ensure that the new requirements meet the customer’s expectation• Log and monitor defects and enhancement request in Jira and work closely with developers and QAs to make sure that the customer’s issue is clear• Use various troubleshooting techniques to analyze Root Cause Analysis• Participate in Alpha, Beta and Customer Preview testing program• Provides training both in-class and remote trainings• Be a dispatcher on a daily basis - monitor support ticket queue and dispatch tickets to support engineer• Be a mentor for junior members and new joiners Show less

2nd level Support Consultant

• Aug 2005 - Jun 2009

Thomson Reuters Enterprise platform domain provides complete market data hub and market data distributing server for realtime and historical data as a solution for an organization. Technologies: C/C++, Red Hat Linux, Sun Solaris, Windows servers, Visual Studio, gcc, PurifyResponsibilities:• Provide 2nd level support for Reuters Foundation API (RFA)• Provide coaching, training, and presentation of Thomson Reuters Market Data for Realtime products• Analyze Key Performance Indicators (KPI), summarize the result, and present the team's performance to the department• Contribute FAQ and knowledge to Customer Answer Zone• Debug the application into C++ source code level• Develop small applications to simulate the client's scenarios• Reviewing and redefining Method of Working (MoW) based on ITIL Framework• Engage with E-leaning project in order to reduce a number of classrooms for new joiners Show less

Application Developer

• May 2003 - Aug 2005

• Design and Develop Pocket PC Inventory Project/.NET application to be used in feed mill • Working closing with team members both junior and senior level to integrate modules and helping with functional and technical testing • Provide on-site Training and support to feed mill users • Deploy the software on productions on site to various feed mill locations Major achievements • Deploy the software on productions on site to various feed mill locations • Successfully deployed Pocket PC inventory solution to major feed mills o SWT feed mill (Bangna) o Bangkok Produced feed mill (Sarauri) o CP feed mill (Nakorn Ratchasima) Show less

Contractor

• Dec 2002 - Apr 2003

• Work for AIS CCARE project in the team of Billing Capability development (backend system) • Coding small to middle size module in ANSI C/C++ and embedded SQL (to query Oracle database) under UNIX environment • Generate, compile and call stored procedures to select, insert and update various tables There at Accenture, I was assigned to develop a few small modules using C/C++ programming language. The whole product is for AIS C-CARE projects. For you background, AIS is one of the telecommunication tycoon in Thailand. At Accenture, I could see how they work in real software industries. I could see professional product design and could learn to be professional in career at the first time after graduation. Show less