Jacky Cheung Email & Phone Number

London, Gb

London, England, United Kingdom

London, United Kingdom

• Aided in building the culture and expertise of the Support team across the globe in a remote-first environment• Acted as the defacto mentor for many of my colleagues• Assisted in the betterment of the process of Support and the relationships between Support to the Engineering and Product functions• Monitored, triaged and handled requests that fell under all tiers of Support (1-4)• Was championed the main resource to ensure that tickets were properly triaged to the relevant engineering teams in Tier 3 and 4• Delivered utmost superb support and satisfaction by maintaining the resolution and response SLAs• Used observability tools such as Logz.IO and DataDog to debug and troubleshoot errors.• Developed and pushed a multitude of fixes to Snyk using node.JS ,TypeScript, Git and CircleCI• Was added to Engineering rotations to help assist ticketing requests that were dealt with in Tier 3 and Tier 4• Onboarded with a couple of engineering teams to do short springs of Software Development work where I was able to push multiple pull requests for Snyk's codebase• Worked with other functions of Snyk to ensure acquiring that deals were pushed to the other side by showing excellence and embracing the one-team culture

Basingstoke

• Implemented and customised a Quality Management System using JavaScript, jQuery, CSS, HTML, MSSQL• Provided code reviews for colleagues to ensure top quality code was being provided• Liasing and assisting with Enterprise clients on their requirements• Was a paid resource for consultancy of clients, ranging from SMB to Enterprise• Provided lots of critical feedback which led to process changes within the team• Mentored and onboarded multiple new joiners • Assisted with embedding and maintaining the company and team culture