Zamir Roslan

Experienced ERP Consultant specializing in user support and functional consulting for IFCA Accounting System, Lease365 and Property+ system. Proficient in guiding users across various departments to effectively utilize system features, troubleshoot issues, and optimize workflows based on business needs. - Provided functional support for IFCA Net, Lease365, and Property+ modules for 100+ users, enabling smooth operations across 10+ property clients and reducing ticket escalation by 30%. - Resolved 50+ monthly incidents across accounting system, preventing major business disruptions. - Ensure smooth operation of modules across Property Management, AP, AR, GL, Procurement, Fixed Assets Management and Audit Trail & Compliance by managing day-to-day support and enhancements. - Diagnosed system issues, coordinated with technical teams for resolution, and tested fixes to maintain system reliability and minimize downtime. - Compiled and analyzed monthly SLA reports to track KPIs, accelerate issue resolution times, and optimize support processes. Hands-on knowledge across multiple IFCA modules, including: Property Sales Management, Project Management, Procurement Management, Accounts Payable (AP), Account Receivables (AR), Cash Management, General Ledger & Financial Reporting, Rental & Residential Property Management, Audit Trail & Compliance

- Understands the technical side of module and the functional requirements. - Work with cross-functional project teams to include relevant module requirements in broader projects. - Analyze and act on request or incidents raised by the client for their ERP application and resolve it within the agreed SLA and with quality with guidance from senior team members. - Provide guidance to Level 1 support resources and serve as Level 2 support to the client and drive timely incident resolution consistent to SLA. - Perform in-depth production incident (simple to medium complexity) troubleshooting, resolve any production incident and monitor the fixes to ensure correct resolution. - Partake in any Continuous Improvement initiatives on top of existing workload to further improve current processes within the organization or Client.

- Using the help desk management tool, log and assign requests. - Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem. - Provide courteous and professional technical support to customers. - Work in a team to achieve the required KPI elements and SLA. - Troubleshoot hardware and software, technical, network issues and communicate with back-end team regarding the issues (i.e.: network interruption, reset passwords, router configuration and etc). - Monitor the management systems to identify problems and taking appropriate action to maintain and control the resolution of these problems.

- Designed, developed and enhanced web applications and microsites. - Collaborated with UI/UX designers to implement engaging digital features and improvements. - Maintained robust development processes using HTML, CSS, and JavaScript

- Assists Senior Programmer with creating invoices and billing materials in the Inventory Management System. - Responsible in bill format amendment for client’s bill (Invoice, Purchase Order, Cash Sales). - Perform coding and input data for creation of new bills format. - Reported directly to the Software Development Manager and working under Senior Programmer, and communicating with Support Team. - Programming skills/language: SQL, ColdFusion. - Software Development Invoice tools: MySQL (database), ColdFusion Report Builder, Inventory Management System.