Kelly Cheng

▪ Take ownership of incident resolution with a professional and customer-focused attitude. ▪ Manage escalated incidents by participating in bridge calls and engaging internal escalation resources. ▪ Respond to and resolve specific application-related errors. ▪ Troubleshoot automated system problems and issues encountered by users related to populating data fields and generating reports. ▪ Investigate problems, determine solutions, and document business processes for complex system issues in an efficient and timely manner. ▪ Execute database queries to validate field and table data using SQL or similar tools such as Toad and SQL Developer ▪ Close tickets promptly after incident resolutions ▪ Maintain accurate records of activities using office tools and incident management software ▪ Write detailed knowledge articles for escalated incidents to assist colleagues in future troubleshooting efforts. ▪ Assist Global Helpdesk Coordinators in answering and logging incidents in the CRM on an as-needed basis.

Technical Application Specialist

-Respond to client calls in a professional manner, providing appropriate solutions and advice -Troubleshoots automated system problems and issues encountered by users relating to populating data fields and data reporting. Reviews all Help Tickets related to ERP support team and resolves issues - Investigates problems, determines and documents business solutions for complex system problems in an effective, timely manner - Responds to questions about ERP and Legacy software integrations - Reviews, revises, recommends, and documents new business processes, procedures, and set ups - Participates in Change Request process to approve, document, test and certify all changes to the ERP system - Executes database queries to validate field and table data using SQL or similar tools - Defines and creates test plans, test scripts, and test procedures based on requirements - Coordinates testing and verifies data integrity, documents and analyses test results recommending corrective action if required Certified in Supply Chain Management with Credit

- Take Lead in new business/system implementation for HRMS - Provide training/coaching to new hires - Conduct Project Workshops and ongoing project management for assigned implementations - Provide training/coaching to new hires and customers - Assisting team lead to communicate with customers in a timely and professional manner including management and escalation of client issues as appropriate - Diagnose and troubleshoot problems via telephone in terms of organisation applications - Responsible to support by handling incoming telephone enquiries or through emails, on problems or complaints from customers relating to a range of specified modules or services, with the objective resolving the customer’s issue as quickly as possible. - Displays excellent communication skills and be able to deal with customers from different backgrounds. - Troubleshooting within system application scopes - Following up on the feedback, escalation within internal department and customers. - To develop and update project management documentation - Managing customers issues, ensure that issues are escalated to correct workgroup/resolver

- Assist in producing and coordination a sound corporate strategic plan - Take Lead in new business/system implementation and technology enhancements of systems - Manage the quality of communications to stakeholders ensuring that business requirements relevant, concise and timely - Communicate and interact on a regular basis with the Project Manager and development team during stages of the project - Prepare Business Requirement Document to manage, analyse and convert business requirements into functional specification - Develop use case from requirements and created UML Diagrams such as use case diagrams, activity diagram and sequence diagram - Ensure that progress on project is continually assessed, making appropriate interventions, directing and facilitating resolution activity - Prepare project progress reports and status reports and submitted to the management on an ongoing basis - Assist with require data analysis, interpretation, correction and document presentation for various assignments - Assist in designing test plans, test scenarios and test cases for UAT - Coordinate training activities - Provide training and support to customers onsite, through mail and phone - Identify training needs, prepare training plans and makes recommendations for on-going improvements - Report Design and troubleshooting automated system problems and issues encountered by users - Root cause analysis and trend analysis of proactive and reactive problem management for IT & system incidents

Courses taken : Computer Programming, Object Oriented Programming, Data Structure and Algorithm, Web Services, Algorithm Analysis, Compiler Design, Software Engineering Fundamentals.