Experience

• 

  Holocentric

  • Australia
  • Software Development
  • 1 - 100 Employee

  • Customer Success Manager

    • Aug 2021 - Present

  • Acting QA Manager

    • Mar 2021 - Jul 2021

  • Support Analyst

    • Sep 2018 - Mar 2021

• 

  Fuji Xerox Australia

  • Australia
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Shift Leader

    • Sep 2017 - Sep 2018

    - Provide operational assistance to the Team Manager.- Processes and workflows of the team are documented, reviewed and updated regularly.- Assist Support Engineers with operational queries and escalate to the Team Manager as required.- Manage customer complaints in a timely manner.- Deliver end of month reports to the Team Manager

  • Technical Support Engineer

    • Dec 2012 - Sep 2017

    - Provide remote technical support to customer via email, telephone, remote software and other appropriate means for Fuji Xerox devices- Taking ownership of cases and managing them to resolve customer issues effectively and productively in line with Service Level Agreement.- Analyse and investigate issues to provide more accurate information and solution to customers within Service Level Agreement.- Consult with other teams for resolution of software and printer related issues.- Document new solutions and distribute to the team for knowledge sharing.

• 

  Sydney Adventist Hospital

  • Sydney, Australia

  • I.S. Project Assistant

    • Mar 2012 - Jun 2012
    • Sydney, Australia

    - Part of a 12 Credit Point subject at the University of Sydney- Communicated with different hospital staff to gather information for prototype design of an automated Clinical Handover System for the Oncology Ward using tools such as Innovative Clinical Information Management System (iCIMS)- Project was completed using the incremental iterative System Development Life Cycle model

• 

  True Corporation

  • Bangkok, Thailand

  • System Analyst

    • Jul 2008 - Jun 2011
    • Bangkok, Thailand

    - Supported web-based CRM application for retail shops and dealers to manage customers and mobile activation.- Analysed and troubleshoot system errors of the application under my responsibilities.- Supported a system responsible for managing existing and new dealers of the company nationwide.- Performed manual testing when Change Control and Management team has released system updates.- Worked in complex projects that require participation between IT and Marketing Team.- Solved user and system problems within Service Level Agreement.- Queried data and provide reports for user problem tracking.- Created a service catalogue and user manual for IT Helpdesk for efficient basic problem investigation