Edwin Chan Email & Phone Number

Kenilworth, England, United Kingdom

Developed and optimized workflows for user management, off-boarding, VDI automation, and license management on the ServiceNow platform, improving processes such as long-term absence handling and role suspension. Enhanced form functionality for processes like PC admin rights requests and shop floor enrollment, ensuring a streamlined user experience and consistent data. Designed interactive tools, including a CMDB Explorer, to improve CI relationship visibility. Led incident and problem management fixes and optimized ticket management with automation and UI improvements. Collaborated with IT teams and vendors to deliver integrations with ServiceNow, Azure AD, and VDI using REST and SOAP APIs, maintaining seamless operations. Enhanced performance analytics by resolving data issues and creating incident management reports for better tracking and decision-making. Provided training and support to IT staff and end-users, fostering greater platform understanding and utilization.

Bristol, England, United Kingdom

Supported and enhanced ERP functionalities for HR, Finance, and Payroll services, serving a user base of 15,000. Oversaw system administration and maintenance, managing integrations with eProcurement and online payment systems to ensure smooth operations. Coordinated with senior system owners to plan and execute system patching and version upgrades, ensuring reliable and secure performance. Improved efficiency in monitoring, housekeeping, and patching tasks by implementing PowerShell scripts, and maintained comprehensive, up-to-date documentation to support system integrity and continuity.

Managed all aspects of the ServiceNow platform, providing expertise, support, and guidance to the Service Desk team for IT Service Management implementation aligned with ITIL standards. Designed and developed automated solutions on the Service Portal, boosting productivity for 30,000 university users. Collaborated with senior management, vendors, and ServiceNow support to test, troubleshoot, and document bugs, ensuring timely delivery that met business needs. Explored and implemented modules like Change, Problem, Knowledge, and Predictive Intelligence to enhance platform capabilities. Integrated ServiceNow with Microsoft Active Directory, Google Workspace, Zoom, and more, using IntegrationHub, REST API, and MID Server, reducing service lead times from days to seconds. Oversaw platform administration, including system upgrades and deployments, to maintain reliable and efficient operations.

Hong Kong Sar

Designed and developed mobile-friendly web applications on the Banner ERP platform to support student self-service functionalities. Collaborated closely with non-technical research teams to analyze student background and performance data, transforming complex statistical results into clear, accessible insights via ETL tasks and BI reports. Enhanced development efficiency by 20% by implementing the Bootstrap framework and creating reusable back-end web services. Significantly accelerated data warehouse setup by scripting processes that converted over 200 source tables into dimension and fact tables, reducing setup time by 50%.

Enhanced team productivity by 100% on support cases through the development of a Knowledge Base System to centralize technical information and troubleshooting guides. Improved code integrity and team collaboration by instituting a source code management system, eliminating prior manual management processes. Additionally, oversaw documentation for project plans, business and functional requirements, and UAT, enabling more efficient project lifecycle management and SDLC oversight. Provided crucial second-tier support on Oracle ERP modules, ensuring seamless operations for internal and external stakeholders.

Managed a team of 2-5 to deliver end-to-end SDLC on in-house IT projects for a user base exceeding 900. Conceptualized, designed, and implemented ASP.NET web applications to automate previously manual processes, significantly boosting efficiency. Collaborated with cross-functional teams, vendors, and APAC regional colleagues to gather requirements, test, troubleshoot, and enhance Oracle ERP modules, including Supply-Chain, Field Services, Accounts Receivable, and General Ledger. Authored comprehensive documentation and ensured project compliance with JSOX and ISO27001 standards, consistently delivering on time.

Led the customization of a newly launched enterprise ERP system, developing tailored user interfaces and generating operational and business intelligence reports for regional offices across Asia and Europe. Collaborated with the DBA to establish a replicated database dedicated to reporting, successfully reducing the load on the operational database by over 80%. Additionally, designed a deployment protocol and implemented a version control system to ensure stability during regular system upgrades, minimizing conflicts with custom programs and enhancing reliability for end-users.

Provided critical second-tier support for Oracle ERP’s supply-chain modules, troubleshooting and resolving issues to maintain smooth operations. Coordinated application enhancements and testing with international colleagues, contributing to cross-functional projects and system improvements. Leveraged expertise in SSIS and MS SQL Server to analyze and optimize workflows, supporting a more efficient and integrated system environment.

Actively engaged in full-cycle software development using ASP.NET, MS SQL Server, and Oracle Forms and Reports to support in-house systems. Contributed to system design, coding, and testing, ensuring solutions aligned with business objectives and optimized for cost-efficiency. Collaborated closely with internal customers to gather requirements, propose IT solutions, and deliver enhancements that improved user experience and system functionality.

Gained hands-on experience with the Software Development Lifecycle (SDLC) through system enhancements, testing, and bug fixing for various ASP.NET applications. Developed strong analytical skills by identifying issues, implementing fixes, and validating solutions to ensure system stability and performance.

Master Of Science

Bachelor Of Engineering