Karen Liu Email & Phone Number

I supported operations of the entire platform while developing a successful global Tier 1 Support department from inception to production. This included: creating all operational procedures, negotiating escalation protocols, training a team, negotiating the budget for the department, evaluating, and configuring the Support Desk software, managing the project. Eventually, my team evolved to cover Tier 1 and Tier 2 Technical Support where I managed a small team in operational support.

I managed a team of 5-6 Support Engineers to support the operations of the SaaS platform. I trained 10+ engineers and trained them in deep-diving into technical issues using logs, message queues, complex SQL queries, and making API calls. I directed support engineers in numerous incidents to make sure they had a plan for handling emergency issues.

Calgary, Alberta, Canada

I conducted analysis on several business issues found while operating 2 different versions of the SaaS platform. I supported operations on both platforms and performed emergency corrections to stop and correct numerous incidents, which would have caused outages.

Calgary, Canada Area

I was the primary support engineer on large strategic accounts. I worked in a cross-functional team and acted as the technical account manager as well as support engineer. I trained and mentored junior members of the Support team to help them resolve issues in an efficient manner.

Calgary, Canada Area

I was the primary support engineer on large strategic accounts. I worked in a cross-functional team to ensure the success of my clients and assisted them in utilizing the platform. I trained and mentored junior members of the Support team to ensure customer issues were resolved efficiently.

Calgary, Canada Area

I performed deep-dive analysis on technical issues and resolved many issues before they were raised as bugs. I provided workarounds as appropriate, and assisted in upgrades and implementations projects, including some custom coding for professional services.

Calgary, Canada Area

I supported the accounting and payroll teams in integrating writing specifications to integrate new software into the company portfolio, and helped troubleshoot their operations for these applications.

Calgary, Canada Area

I supported end-of-day and accounting operations at the Calgary Co-op headquarters. I conducted forensic accounting tasks and did deep-dives into how the point-of-sale systems reported sales. I worked closely with the software vendors to troubleshoot and correct these issues.

Montreal, Canada Area

I wrote user and training documentation, as well as release notes. I conducted training sessions for new clients, and was responsible for product customization. I created the UAT-ing program documented and coordinated UATs with all clients before a product upgrade.

Conducted data collection to estimate the successfulness of a newly developed voice applicationAutomated tasks to transcribe and analyse logs for calls made to the voice applicationAnalysed call recordings and logs to locate bugs and find improvements to user experiencesUpdated an automated testing tool for the a specific voice applicationDesigned and implemented a new, more extensible testing tool for all voice applicationsWorked with Java profilers in order to monitor the CPU usage of the voice application while in use

Developed applications for testing of a new frameworkReported issues and bugs within the framework and assisted in debugging problemsCreated a web-based user interface for accessing a script that pulled information from a DLL, and conducted research into optimizing the script to run more efficientlyDocumented research findings for internal use and solutions to the problems that were encountered

Migrated web servers to newer machines that hosted the company's legacy web applications Responsible for troubleshooting issues relating to the company portal and Remedy Action Request System (ARS) Trained fellow co-op students and Syncrude employees in using ARS, ARS administration and portal community maintenance

Developed web applications to be used on the company portal using ASP.NET, C#, and AJAXSupported ARS and the company portal by troubleshooting issues and assisting users Improved efficiency of administrative tasks by writing Excel macros

Bachelor Of Software Engineering, Honours With Co-Op, Software Engineering; Information Systems Management

Independent Student, French