Experience

Confluence Contour Sdn Bhd

• Malaysia
• Human Resources
• 1 - 100 Employee

• Quality Assurance Lead

  • Nov 2019 - Present

• GIS Team Lead

  • Oct 2017 - Nov 2019

  [Group Performance] • Assume the overall responsibility for the performance of the technology group. • Ensure all the team members have the required skills and training. • Lead, mentor and develop each group member. • Optimize group size and ensure that Service Level Agreements are met. [Survey Reviews] • Follow Esri's standard operating procedures to evaluate surveys. • Send a weekly summary to the Site Manager. [Analyst(s) Management] • Personal queue management - optimal number of Incidents and performance. • Track performance of each Analyst. • Ensure Action Plan is adhered to in event of Service Level noncompliance. [Case Management and Documentation] • Review the Cases on a regular basis with the Analyst(s) to monitor progress. • Assist the Analyst(s) with the Cases from a technical perspective.• Perform escalation review; transfer review; monitor action items, etc. [Meetings] • Regular meetings with individual Analyst(s) to ensure performances and provide feedback. • Regular meetings with Site Manager to ensure performance metrics are achieved.

• GIS Analyst (German Speaking)

  • Jul 2014 - Sep 2017

  • Provide high-quality support to end user to solve technical problems quickly and effectively.• Provide support and technical issue of resolution via E-Mail, phone and other electronic medium.• Identify, understand, and recommend solutions for customer issues or questions using working knowledge of ArcGIS including ArcGIS Desktop, ArcGIS Pro, ArcGIS Online, and related ArcGIS Server products and technologies.• As the Subject Matter Expert, document technical issues through incident tracking involving authoring, technical editing, and publishing of Knowledge Base articles and various authoritative online content• Develop and create documentation used to partner with software development teams to trou-bleshoot issues and evaluate solutions• Interpret user issues to determine or recommend software changes to programmers/software engineers• May also work in other technical areas of software support as customer and business needs demand.