Enterprise Support Analyst

• Mar 2022 - Present

Global Customer Advocate

• Jun 2014 - Jun 2022

• Provide exceptional customer service and support.• Answer in-bound telephone calls, emails and tickets submitted directly by customers into the support queue.• Provide help and assistance on general usage and basic technical questions, advising customers on the best way to use Invenias and solve application usage questions over the telephone and via remote support software (LogMeIn/ GoToAssist).• Become an application specialist, with a thorough understanding of the Invenias products and services• Logging, managing and working through support tickets in Zendesk/ Salesforce.• Deliver a high level of customer service and respond to support tickets within agreed SLA’s • Perform basic diagnosis of problems and resolve or escalate as necessary. • Evaluate a problem objectively and creatively using a variety of approaches and making sound recommendations to the customer. • Take ownership of problems and be proactive in the resolution of support cases with the aim of minimizing the average response time for support tickets.• Provide customers with status information and regular updates on the progress of open cases. • Escalate support tickets as necessary within Service Levels.• Arrange and facilitate third line support with development where problems cannot be resolved.• Present and clearly explain any work undertaken back to the customer. • Collect information from clients and colleagues, using effective listening and probing skills to ensure the best decisions are made. • Identify when more information or management input is required and escalate accordingly. • Continually work to improve customer satisfaction. • Contribute towards building a support knowledge base of common problems and FAQ’s Show less

Technical Support Analyst

• Jan 2021 - Present

SAP MM Consultant

• Jan 2011 - Jun 2014

Project: Multiple Clients: Carigali-PTTEPI Operating Company Sdn Bhd Danone Information Services- Asia Pacific Sdn Bhd IOI Oleochemical Industries Berhad Malaysian Airlines Holding Berhad TUAS Power Ltd Role: MM Support Team Duration: Jan 2014 – June 2014 Project: DKSH Corporate Shared Services Center Role: MM Support (On-site) Duration: Jul 2013 – Dec 2013 Project: Multiple Clients: Carigali-PTTEPI Operating Company Sdn Bhd Danone Information Services- Asia Pacific Sdn Bhd Hitachi Electronic Products Malaysia Intec Systems (Asia) Sdn. Bhd Northern Steel Centre Sdn Bhd Malaysia Airlines Holding Berhad FELDA Malaysia Role: MM & PP Support Team Duration: Nov 2012 - Jul 2013 Project: Malaysia Airlines Holding Berhad (MAS) Role: MM Support (Procurement & Master Data Maintenance) Duration: June 2012 - Oct 2012 Project: GSK (UK) SAP ERP Project (Wave II) Role: SAP Training Developer Duration: January 2012 – May 2012 Project: Malaysia Airlines Holding Berhad (MAS) Role: SAP Training Developer (PTP/MM) Duration: July 2011 – January 2012 Project: GlaxoSmithKline (UK) SAP ERP Project (Wave I) Role: SAP Training Developer Duration: April 2011 – June 2011 Show less

Knowledge Management Lead

• Oct 2008 - Nov 2010

- Document new Service Desk processes & client’s information and tasks in concise and understandable manner.- Coordinate with Reporting and Quality Assurance teams in documenting new Service Desk processes and tasks.- Manage all documents in Service Desk Procedure Guide folder and Knowledge Share portal to ensure only current versions of procedure guides are portrayed and all information are up to date.- Train and coach Service Desk staffs on processes and tasks which have been transitioned. - Developed processes to gather information and knowledge for new client transitioned into support. - Managed quarterly reviews of all knowledge stored in documentation and knowledge base to ensure all informations are most recent. - Manage a team comprises of 3 people and distribute tasks among team.- Developed monthly tests to determine level of knowledge absorption within team on new processes deployed. - Manage incident tickets from start to end for all priority tickets ensuring SLA’s are met.- Update client helpdesk applications with inputs from consultants.- Generate reports on daily, weekly and monthly basis on Morse managed tickets.- Conduct QA on reports generated.- Ensure data integrity in systems managed by Morse.- Serve as 1st point of contact for client support function.- Focal point for communications and broadcasts related to support.- Ensure smooth handover of outstanding tasks between shifts.- Manage level 1 support for SAP such as reset password, create new user, adding roles and manage PO’s and organization structure request. (S&A & MM)- EDI monitoring Show less

Service Desk Analyst

• Oct 2007 - Oct 2008

- Manage incident tickets from start to end for all priority tickets ensuring SLA’s are met.- Update client helpdesk applications with inputs from consultants.- Generate reports on daily, weekly and monthly basis on Morse managed tickets.- Conduct QA on reports generated.- Ensure data integrity in systems managed by Morse.- Serve as 1st point of contact for client support function.- Focal point for communications and broadcasts related to support.- Ensure smooth handover of outstanding tasks between shifts.- Manage level 1 support for SAP such as reset password and create new user. Show less

Incident Management Analyst

• Mar 2007 - Oct 2007

- Report incidents through the incident management system.- Review on hold tickets on the Remedy system on daily basis and prompts relevant parties for action. - Update customers on progress. - Seeks confirmation on resolved incident tickets.- Based on ageing report, escalate calls to the appropriate resolver group for further action, update users accordingly. - Work with appropriate resolver group on resolution and provides timely update to end market.- Ensures that all actions are correctly logged in the SODA system.- Follows through on tickets pending user confirmation.- Provide quality services to end markets while maintaining professionalism during all contacts.- Research on wrong escalation and on hold tickets and forward to correct resolver group.- Follow through on P1 and P2 cases and updates all relevant parties.- To be involved in conference calls for P1 issues to get a better view of the progress of cases. Show less

Global Service Desk Analyst

• May 2006 - Feb 2007

- Provides 1st level support for IT related problems and escalates out of scope incidents to 2nd level support. - To support 30 service lines by means of resolving and logging incidents.- Respond to customer’s phone call and e-mail requests.- To receive, interpret incident and report within 15 minutes.- To perform appropriate level of test and troubleshooting before escalating to 2nd level support. - To correctly diagnose the incident and assign priority.- To perform appropriate level of analysis by interpreting the tracet result and IP net stats data prior to escalation.- Log service ticket into the SODA Incident Management System (Remedy System).- Strive to resolve L1 incidents within agreed SLA.- Escalate L2 incidents to the appropriate support group.- Provide regular and timely updates on resolution to the customer. Show less