Experience

Blackbaud - Asia Pacific

• Australia
• Software Development
• 1 - 100 Employee

• CRM Technical Consultant

  • Jun 2015 - Present

  • Have performed constituent data migration for Non-profit organisations and Higher Education sector • Works closely with the customer to formulate data migration plan. Develop validation test plans, provide feedback and carry out data conversion that is of the highest quality, delivered on time and within budget • Prepares accurate and timely documentation for functional consultants and business analysts so that the data is tested and customer data properly converted into the intended functional areas within the application; Provides training to ensure key client stakeholders fully understand how the data conversion process works. • Reviews and analyses customer data. Uses gathered information in building programs and solutions to ensure functional and business requirements are met. Translate data in staged technical format and can be read by Blackbaud CRM’s conversion engine. • Installation, configuration and maintenance of Blackbaud’s suite of products on Windows Server as well cloud technology products found in Azure. Management of internal and customer databases through SQL Server; Creation of custom reports in SQL reporting services; Building of customisations using .Net Framework through Visual Studio and Azure DevOps (Repos, Pipelines) • Continuous customer care, issues resolution and case management during project implementation and post-Go Live. Provision of managed services and adhering to maintenance contracts and service level agreements. Show less



Allscripts

• United States
• Software Development
• 700 & Above Employee

• Application Support Analyst

  • May 2013 - Mar 2015

  • Provided daily support, analysis, troubleshooting and problem tracking of issues found within the electronic health record system. • Installation of Allscripts’ line of products such as Gateway, Sunrise Clinical Manager. Setting up of portal applications such as Clinician Portal and Patient Portal. Installation of web services, application pools and setup of xml configuration files. • Track and document inbound support requests to ensure proper notation of customer problems and issues through Salesforce. • Document solutions via support guides or Knowledge articles to train lower level support on how to properly address customer or product concerns. • Communicate with Product Development on key improvements to the current design of the electronic health record system as well as help identify possible problems with design to cater for client’s feedback. Show less



Kilimanjaro Consulting

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Solutions Team

  • Sep 2012 - Mar 2013

  •• Handling of support calls, allocation to consultants and escalation matters for client managers and establishing the completion of support cases within agreed timeframe ensuring optimum client satisfaction. • Create, modify and customise reports through MYOB Clarity. • Query and lookup data through SQL via SQL Management studio. Provide views, triggers and stored procedures as deemed necessary. • Setup and configuration of database backups via SQL or 3rd party software. • Documentation of procedures and processes for clients and also be used internally for future references. Show less



Professional Advantage

• Australia
• IT Services and IT Consulting
• 100 - 200 Employee

• Support Consultant

  • May 2008 - Sep 2012

  • Analyze critical support requirements within ERP business solution, MS Dynamics GP (Financials and Distribution modules). • Installation and configuration of Dynamics GP as well as new creation of new company databases. Mapping of client requirements so as to adopt to the functions that are inherent in the software. • Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems. • Identify and document Change Requests to drive system enhancement. Apply and test any hot-fixes within the system; documentation of testing processes. Note deficiencies among different processes and potential opportunities for the clients. • Installation and management of database (SQL Server). Setup and configure backup plans. Troubleshoot data related issues within SQL. • Designs and customizes reports in accordance to customer requirements. • Coordinates with Development team/Technical team regarding product upgrades and customization. • Performs on-site assistance for very urgent customer issues and queries. Show less