Business Analyst

• Jan 2016 - Present

Senior Application Support Analyst

• 1999 - 2015

• Develop documentations on IT process and procedures for Asia Pacific region • Establish test scenarios and conduct user acceptance testing • Review and analyse IS&S issues for Asia Pacific region. Evaluate and propose solutions/ training to avoid future occurrence • Primary interface between Business and Asia Pacific IT for Freight Management Customer Solutions escalations • Work closely with Customers and internal functional teams for the identification of issues/gaps in current solutions, inclusive of process and system • Develop and maintain monthly Customer Solution performance metrics, and devise counter measures • Foster on-going client relationships with Business and Customers • Identify and report any quality or compliance concerns and take immediate corrective action as required • Establish a network of Super Users in the Asia Pacific region and train them to ensure they can perform their role effectively • Assess training needs and organize small group or regional training/dialogue session • Perform system audit on a regular basis to ensure system is utilized to its fullest in the intended way • Provide on-going advice to Asia Pacific countries Super Users on system/operation related matters • Review and provide recommendation to maintain and improve the system • Troubleshoot and provide AS400 technical support • Develop technical documentations on AS400 • AS400 audit (Sarbanes-Oxley standards) • Develop and implement diaster recovery strategies and plans for AS400 • Responsible for the overall planning, design, configuration and management of AS400 • Leads a team of helpdesk engineers to troubleshoot on 1st and 2nd level technical issues related to IT systems, namely iSeries, Active Directory, Exchange 2000, Windows Servers and Veritas Backup • Writing and formulating Standards of Procedures (SOP) • Perform Windows and Data Center audit Show less