Douglas Choo Email and Phone Number

Oversee the ongoing Player support and relations experience from both Team and Players' perspective.Analyze and help improve Customer Service Tools, continually evolving Player Support processes to reduce Players' pain points, overall ticket reduction and First response resolution.Help our Developers identify and fix potential support issues before new releases go Live.Propose improvements and new features to enhance our Players' journey; focusing on Onboarding, Communication and overall Support.

- Project Management (e.g. Requirements Gathering, Functional Specs, Mockups, UI Design, Technical Briefs)- EdTech & Courseware development Consultation (Philippines)- Support LMS knowledge transfer (enablement) to counterparts in the Philippines- EdTech Evaluations for Acquisition/Adoption/Investment

- e-Learning Content Development- SCORM - Technology Research & Development- Project / Team Management (11 Staff mixture of Designers, Developers, Helpdesk)- Mobile Development- Web Development- Planning Technology Roadmap- Digital Assessments on Mobile Platforms

Head Special Projects (2005 - 2007)Customer Service Manager (2004 - 2005)DEVELOPMENT RELATED:• Develop supporting modules for Flash Courseware Content.• Develop supporting modules for Schools (e.g. Room Booking Systems).• Manage external vendors for Outsourced projects (e.g. School CMSes).• Gather requirements from schools and parents, plan and propose new LMS module designs integrating the Test and Lesson Builders.• Upgraded the Trainer Booking Facility to allow the Sales Team and Training Team to coordinate their booking and timings better (Flash, JS, MS Access, ASP.NET).• Created a basic CRM to allow the Sales Team to manage and track their accounts in a more systematic manner (Flash, JS, MS Access, ASP.NET).• Manage the Content Development team, Courseware development schedules and timelines.• Setup Company's first Video Production Department• Oversee Video Production Team for Education Video ContentTRAINING RELATED:• Conduct Training for the LEAD LMS in schools.• Conduct Assembly Talks on Internet Safety.• Conduct Internet Safety Talks for Parents.• Plan and Conduct Flash AS2 trainings for the Content Team.• Manage Industrial Attachment students for Flash Development.CUSTOMER SERVICE RELATED:• Handle Customer Technical Calls.• House Calls to Customer Homes for Fact finding.MAJOR DEVELOPMENT PROJECTS:i) Dancing Multiplierii) K-Raider (Knowledge Raider)iii) MyWorlds

Trainer (2002 - 2003)TRAINING RELATED:• Develop training plans and processes for new trainers.• Conduct training in schools to teach the MoreAtOnce LMS. • Train new trainers to handle their job scope and manage deployments.• Conduct occasional Sales Demos for the LMSDEVELOPMENT RELATED:• Develop processes and databases for systematic tracking of training schedules, trainer allocations and school requirements in Flash + JS + JSP + MS SQL.• Tend to customer technical issues (Help Desk systems and software support)• Gather user requirements/problems from various schools and recommend / discuss feasible system changes.• Document and create platform user manuals in Web format.• Manage School LMS Accounts• Write E-Learning content for various subjects.• Develop Flash based activities to complement subject material.• Video Editing (Splicing and transitions) for web-streaming content.[MoreAtOnce integrated into Learning Edvantage in 2004]

TRAINING RELATED:• Create lesson plans from scratch and conduct IT lessons for students in Yu Hua Secondary Macromedia Flash, Microsoft Office, GIMP, Microsoft Frontpage and Dreamweaver (14 Classes from Sec 1 to Sec 2)• School and assist in the development of any IT-based projects.• Training small groups of students in Java programming and Web Design (for competition purposes).• Conduct Internet Awareness course of Parents to educate them about the pros and cons of the Internet.• Conduct Ad hoc training for teachers as well as assist them in day to day IT problems.DEVELOPMENT RELATED:• General Knowledge Quiz Games (Flash + Director)• Conceptualize and restructure the school Intranet pages• Assist in Video Editing and Design projects• Evaluate software and cost efficiency for use in CCAs and competitions.

Customer Service Engineer (1999-2000)CUSTOMER SERVICE RELATED:• Supervise small team of Engineers running fault calls for a major bank in Singapore as well as the company's other clients.• Successfully planned and supervised the installation and configuration of 600+ desktop PCs in the bank's various departments within timeline.• Monitor any outstanding technical issues• Liaise with customers from Projects (find requirements, settle disputes, recommend solutions/alternatives)• Hardware/ Software Sales ( Planning, Procurement and Implementation)• Research feasibility of new products/ technologies for sales (given limited budget constraints) and provide recommendations.DEVELOPMENT RELATED:• Develop simple Databases (in Access and Visual Basic) to improve company's HR administration and research new methods of improving company's processes.TRAINING RELATED:• Provide necessary training for new Engineers to handle hardware fault calls.