As a key member of the Professional Services Team in ANZ, I provided exceptional Level 3+ client support, building lasting relationships as a trusted advisor to premier customers. I troubleshot, diagnosed, and supported critical escalations on client sites, liaising with the engineering team to resolve product defects and provide workarounds.

I offered second- and third-line support to a complete suite of Qlik products in the APAC region and enterprise customers worldwide, using multiple modalities. I authored technical articles explaining software processes. I maintained the knowledge base, mentoring and coaching colleagues in Knowledge Centric Support (KCS). I also tested internal preview releases of Qlik products, and I supported the community portal, responding to technical queries, building and uploading sample solutions, and… Show more I offered second- and third-line support to a complete suite of Qlik products in the APAC region and enterprise customers worldwide, using multiple modalities. I authored technical articles explaining software processes. I maintained the knowledge base, mentoring and coaching colleagues in Knowledge Centric Support (KCS). I also tested internal preview releases of Qlik products, and I supported the community portal, responding to technical queries, building and uploading sample solutions, and contributing tools and whitepapers. Key Achievements:► Achieved 80%+ same-day resolutions on technical support cases as well as consistently excellent customer satisfaction reviews.► Selected to guide and support five-member outsourced Technical Support Team, enhancing case management standard; boosted customer satisfaction to more than 98% in three months. ► Mentored and managed team of 5 offshore Application Support Engineers, earning greater than 98% customer satisfaction scores and greater than 90% net promoter scores. Show less

Vizubi was acquired by Qlik on December 24th 2014.

I analysed and reviewed critical issues, providing second- and third-line support on a complete suite of Vizubi products to customers and partners, building Proof of Concept (PoC) projects to showcase different capabilities. I created customer-specific projects to assist the pre-sales group with closing deals and built new solutions for existing clients.

I designed, developed, and tested new and approved software and maintained and enhanced existing software applications. I administered and tracked post-deployment support to all in-house developed applications. I also planned, administered, and maintained backup and restoration procedures of business application databases. I performed the duties of the IT manager in his absence. Key Achievements:► Implemented data security initiatives and supported in-house application stakeholders and… Show more I designed, developed, and tested new and approved software and maintained and enhanced existing software applications. I administered and tracked post-deployment support to all in-house developed applications. I also planned, administered, and maintained backup and restoration procedures of business application databases. I performed the duties of the IT manager in his absence. Key Achievements:► Implemented data security initiatives and supported in-house application stakeholders and users through software enhancements, training, updates, and documentation. Show less

I created, implemented, and maintained various software applications to computerise a range of business tasks, within budget and deadlines. I provided end-user support of hardware, software, and networks to users in six locations. I also developed and maintained the company intranet. I trained and mentored support staff.► Troubleshot, administered, and supported Windows 2003 and 2008 Server and Novell Netware 6 on Dell and Compaq hardware at all levels.► Monitored security risk and… Show more I created, implemented, and maintained various software applications to computerise a range of business tasks, within budget and deadlines. I provided end-user support of hardware, software, and networks to users in six locations. I also developed and maintained the company intranet. I trained and mentored support staff.► Troubleshot, administered, and supported Windows 2003 and 2008 Server and Novell Netware 6 on Dell and Compaq hardware at all levels.► Monitored security risk and ensured effective operation of backup and Disaster Recovery plan. Show less