Jay Br Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Organise the various tasks of system development from planning, designing, integration and oversaw into production• Performed in-depth and detailed data analysis in troubleshooting and issue resolution, verifying data behaves appropriately in the system• Maintained and support multiple tier1 bank application and responsible on system change handling for project, enhancement and bug fixes• Identifies areas of risk and make recommendations on operational improvements, software defects for escalation• Determining testing scope, preparing test plan, writing test plans and test cases, taking part in peer reviews, participating in design session and code reviews• Managed and endorse application testing from System Integration Testing (SIT) to User Acceptance Testing (UAT) and deploy to Production• Ensure that the system functionality is fully tested within project timescales and to a high quality• Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation• Participated in all phases of system development life cycle, from requirements analysis through system implementation• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients• Capable On-standby mode and involved in disaster recovery• Closely monitored production systems to ensure consistently flawless performance• Document, process, manage and raised any defects identified throughout the software development life cycle• Participate in development and maintaining good working relationship with peers in product development, project management and user services• Work closely with Stakeholders, Project Manager, Business, Vendor and Other Related Department involve in project• Project lead for application implementation and go-live support• Cooperated effectively with vendors to facilitate installation, testing, upgrade, and migration of new software

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Singapore

• Worked cross-functionally within organization and external partners, integrators and vendors• Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions• Created relationships with key decision-makers and served as external technical spokesperson• Engaged in first-level support for customers requiring routine support and troubleshooting• Demonstrated proficiencies in configuring, repairing, testing, installing and maintaining software / hardware of Retail and F&B Point of Sales system• Migration, Implementation and Maintenance (From legacy system to new system)• Regular and systematic testing of POS software / hardware redundancy and failover• Application maintenance, including change and release management (planned and emergency application deployment, configuration and patching)• Definition, management, and leadership of projects to improve operational efficiency, system monitoring and automation of manual tasks• Identification and mitigation of risks to service delivery and proactive resolution of issues before they impact service levels• Incident and problem management, including root cause analysis and follow up• Coordination of all relevant parties during client facing outages• Provide first level support of Global Blue Software / Hardware all over Changi Airport Terminal• Coordinate between internal members and vendor for system maintenance, support issue and resolution• Perform advance troubleshooting for all hardware, software, application and network issues• Resolved customer complaints and concern with superb verbal and negotiations skills• Escalate and follow up with external vendors if necessary, ensuring case is resolved in a timely and orderly manner• Making recommendations for improving Company's IT systems

Singapore, Singapore

Singapore

• Provide In-House support of IT related issue, 1st level and 2nd level support of POS (Point of Sales) software and hardware to all the shop's all over Singapore• Provide project management and execution for IT and shop's development projects including software/hardware upgrades, new technology implementation, and IT aspects of new shop's construction and remodels• Provide professional, timely, efficient and effective technical expertise on IT support (Desktop, network, windows server and POS system)• Implement / support the IT operations infrastructure In-House• Perform system administration (primarily Windows, storage, network support) on system health-check, security patching, problem resolution, capacity planning, system performance tuning and system installation / configuration• Provide documentational procedure and training to all outlet Managers• Installation and configuration of CCTV cameras and DVR Servers• Build scalable, manageable, maintainable processes• Performed routine maintenance of POS, desktop system/Infrastructure• Manage and supervise entire POS inventory• Escalate and follow up with external vendors if necessary, ensuring case is resolved in a timely and orderly manner• Systems roll-out, installations and configuration• Work on other administrative and operational needs of the organization• Collaborated with vendors to locate replacement components and resolve advanced problems• Configured hardware, devices and software to set up work stations for employees• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks• Engaged end users and answered questions via email, phone, website live chat and in forums• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions

Philippines

• Responsible for Nationwide support mainly, Point of Sale software/hardware including network equipment, switches and network devices.• Support POS Software, hardware development cycle to include needs analysis, specifications, testing, troubleshooting and deployment.• Maintaining software applications, operating systems and regular maintenance.• Coordinate with users, project team members, project manager and developed strategic project management plans.• Train users and technical staff in the use of POS system and utilize all functions of System.• Supported and participated in user acceptance testing (UAT) and training activities.• Supported the transition of the solution from development to production.• Respond promptly to incident.• Evaluate, conduct root cause analysis and implement preventive measures.• Troubleshoot, diagnose, repair software and hardware.• Attended new store openings to assist employees/management with new POS system.• Performed onsite maintenance on point of sale equipment including scanners, receipts printers, cash register and credit cards terminals.• Planning and updating windows patches and ensure that latest patches are applied.• Maintain and updated documentation of IT systems.• Manage all IT related problem and provide first level troubleshooting and rectification in a timely manner.• Perform routine system backup.• Collected requirements from end-customers and business partners for product upgrades, added features and new product development.• Investigated and resolved customer complaints to foster satisfaction.• Conducted training and change management processes to improve operations.