Jia Yee Cha

● Delivering AMS Level 2 Support: Acted as the primary point of contact for resolving SAP FICO S/4 HANA issues reported by clients, ticket categories including Account Payable, Account Receivable, General Ledger, Profit Center, Cost Center and others. Investigated and troubleshoot problems, and provided practical solutions to ensure smooth business operations. Maintained clear communication with clients throughout the resolution process. Resolved more than 200 SAP FICO issues. ● Executing Change Requests: Analyzed the client's requirements and implemented changes in SAP FICO modules. Configured the system, conducted thorough User Acceptance Testing, and ensured changes aligned with client needs while maintaining system integrity. Completed Functional Specifications to document all changes and provided knowledge transfer to end-users. ● Onboarding process and Communication Skills: Supported over 20 team members in the onboarding and kick-off process by liaising between clients and team members when entering a new project, ensuring seamless access to the client systems. For example, accessing the ticketing system, downloading essential applications, and guiding them to sign in to the SAP system. Furthermore, created clear and professional slide decks to guide team members through these processes, leading to a 30% reduction in the onboarding time. ● Performance Management skills: Experienced in assigning tickets to FICO team members based on daily ticket flow and individual expertise. Conducted KT and guided new team members by assigning simpler tickets and providing support. Additionally, achieved 97% average SLA compliance. ● Client relationship management: Built trust with clients by understanding requirements, monitoring progress and addressing concerns as a secondary point of contact; consistently recognized for reliability.

Reviewing the fraud cases daily and detecting these activities on the E-commerce transactions. It needs to be detailed in investigating and monitoring the fraud, in order to protect the company’s policy. Besides, communicate with the users’ inquiries on fraud measures and assist them if they required the appeal and escalation of the fraud cases. Moreover, to comprehend and process available data related to fraud. To prevent or assist in fraudulent projects, for instance, enhancing the methods of data analysis, and data compilation, and improving the overall process.