Ken Lee How

Technical Support: Provide expertise in off-grid systems, assisting colleagues with technical inquiries and issues faced during their interaction with customers. Data Analytics: Conducted data analysis on customers' daily energy usage to identify discrepancies in system performance against the overall system design and share insights with the team and clients for feedback. Case Management: Manage escalated cases requiring immediate attention or beyond service engineer knowledge, utilizing Salesforce and JIRA for tracking and resolution. Team Interaction: Lead weekly meetings with Level 1 and Level 2 teams to provide updates, feedback, and quizzes to enhance technical knowledge and performance. Training and Development: Develop comprehensive training frameworks, incorporating diverse learning methods to effectively onboard and upskill new team members. Process Improvement: Identify issues in case escalations, analyze interactions, and implement action plans for improvement. Product Testing and Preparation: Conduct product testing to replicate customer issues, escalate to regional engineers as needed, and prepare the team with knowledge for new product launches. Documentation: Create detailed technical guides and FAQs, ensuring clear communication and information retention across the team. Collaboration: Established and managed collaborative partnerships with battery manufacturers to integrate and optimize SMA's battery inverters for off-grid system Applications Engineering: Provide pre-sales technical advisory and system application support for off-grid and energy storage solutions. Leverage field service experience to validate system design, mitigate installation risks, and optimise solution architecture prior to deployment Commissioning & Product Deployment: Participated in the commissioning of the first Sunny Island X installation in Australia. Acted as the Australian technical representative, facilitating communication between HQ and local stakeholders

- Providing after-sales service relating to SMA inverters and other SMA products; analyses troubleshoots and repairs SMA inverters via email, telephone and when required site visits - Taking in level 1 escalations for further troubleshooting and escalation to level 3 support when required - Admin work relating to logistics, warranty claims and service sales - PV and battery inverter for residential and commercial on-grid systems - Knowledge in communication products, SMA accessories, and third party accessories that are sold by SMA for use with the inverters - Knowledge of relevant standards to solar PV installations

Self-learn entry level web developer Created the website mainframe and styling using Sublime Text 2 from scratch with no previous knowledge or experience Testing the website for bugs and debugging and troubleshooting them Conceptualised, planned and executed original designs for a wide range of website properties such as colours, font pairing, and element positioning Defined new approaches to complex design problems in terms of functionality of the website Using godaddy.com for site hosting and database storage monitoring Conducted usability testing and post-development evaluations to measure user experience success

Taking receipt of Service Desk support requests and logging them, either for resolution within the Enterprise Toolset or for escalation to other more specialised second level support teams Follow-up cases with the resolver group and Optus retail staff members Reporting on issues and trends such as internet outages or application errors to the highest level support team 65% First Call Resolution (FCR) with 4 minutes average handling time Liaise with internal and external Solver groups to satisfy end user queries Actively contribute content to the Knowledge Base Coordination of facilities tasks depending on the severity of the issue Active Directory, Exchange, MS office, printer diversion, general PC troubleshooting Resolving cases in within SLA

Reception cover; taking inbound calls regarding general inquiries and forwarding calls to the appropriate team Providing the first point of contact for all customers via CRM platforms such as Intercom and Salesforce Reporting on issues and trends such as in-app bugs (iOS and Android), and server backlog to developers Engaging customers with the installation of the service and using appropriate troubleshooting steps to diagnose setup issues Achieved 86% activation rate for UK customers in terms of installing and using Cammy service while minimizing churn rates among new customers within 30-day money back guarantee period Assisted the on boarding role to provide training materials and tech tips to enhance customer experience

Assisted team in preparing bill of quantities for tendering and quotations for clients and sales department Assisted draftsperson to update Single Line Diagram (SLD) using AutoCAD and brief calculations on the transformer's kVA ratings Preparing an AGV proposal for Panasonic Electronics for their new warehouse Inspecting the health, safety, and security of workers on site according to safety standards Organize and supervise sufficient materials and human resources on site Cutting project cost by 25% by selecting the optimum wiring cables in JJLapp catalogue for the price per performance comparison Involved in the installation of high-speed optic fibre systems in factory control panels for Perodua Malaysia Comparing the number of equipment in the Light Railway Transit's SLD with the scope of supply in the printed documentation