Responsibilities- Lead offshore team to adherence to the agreed services as in DocuSign Service Description.- Coaching offshore team by provided training and up to date technical support documentation.- Guided offshore team to identify and keep responsibility for solving technical issues in coordination with support personnel of service providers (incident and problem management)- Mentoring offshore team for any escalation / potential escalation and ensure proper support and communication is provided.- Participate on an ongoing basis in the operational service processes with service provider to improve delivery of service.- Trainer for First Level Support as and when needed.Key Achievements• Achieved zero escalation target for individual and team since DocuSign service Go Live.• Achieved cost saving by successfully requested KPI Exemption for potential penalty ticket.• Successfully corrected by deactivating KPI measurement in ServiceFlow system that was not agreed to be measured in the contract.• Achieved of improvement on increase FCR (First Call Resolution) by created approximately 35 DocuSign Knowledge Based and conducted training for First Level Support.• Successfully completed DocuSign Service Description within time and shared with BASF as part of service transition.• Accountable for simplification of the process by adding an upload function to the DocuSign application.Project (BASF)DocuSign Administrator to support Global DocuSign•Activities support based on IMACs and Incidents created by Service Desk using CA Service Desk Manager application. Activities include login failure, missing template, wrong routing of envelope, missing envelope or document, granted sender permission, granted template admin permission, add, remove & modify user into groups and create group.•Created and planned Change Request using CA Service Desk Manager application and implement the change as scheduled. Activities includes new templates created.

ResponsibilitiesSubject Matter Expert (SME) that is the first point of contact for outlook, espeedbuy and Docusign application. Trainer for new hires to help be on production as fast as possible. Personal Mentor assigned to new hires for 2 weeks to help them apply the training knowledge.Shift Lead for weekend support that managed 8-7 analysts to ensure the SLA is met.Key Achievements• Reduced call waiting time from 3 minutes to 0 by providing coaching to Helpdesk agent on Internal Call Transfer handling exercise.• Reduced customer introduction script from 2 minutes to 1 minute by improving call handling process. • Simplified new hire training session from 3 hours to 2 hours by eliminated obsolete training slides from 60 to 20 slides.• Saved time searching in Procedures Articles Database by retiring 18 absolute procedure articles out of 110 for Messaging, Lotus Notes and Espeedbuy.ProjectInternal Call Transfer• Responsible to provide personal coaching to Helpdesk analyst to ensure this project successful. Developed series of online questions to new hires to measure their understanding.Customer Information Tool (CIT)• Lead a project to reduce call handling time (AHT). Guided helpdesk analysts globally to update customer information in Identity Manager Tool that link with CIT. CS Awareness Series Initiatives• Facilitated to growth helpdesk knowledge by responsible to invite representatives from other EMIT function have a sharing session during KL Helpdesk monthly meeting.

- Subject Matter Expert (SME) that is the first point of contact for 10 Microsoft Audit Collection System (MACS) Reports.- Personal mentor assigned to new hires for 2 weeks to help them apply the training knowledge.- Focal contact GSM team if other unit function needs an Audit Trail Reports for investigation.- Monitored shared mailbox and take immediate actions for any inquiries from other EMIT functions.- Responsible to monitor and escalate MACS Reports Outage entry in SharePoint to Report Administrator. Other Assigned Responsibility- Ergonomic contact for 13 GSM analysts. Performed office ergonomic assessment and conducted Ergonomic training.Key Achievements● Reduced observation email send from GSM to 20% in a year by led to conduct training for other EMIT function unit regarding Global Security Monitoring (GSM ) roles and responsibilities. • Saved time by ceased and reduced to review MACS reports.• Simplified the process of keeping MACS reports for 22 sites in one SharePoint.• Successfully completed Office Ergonomic Evaluation (OEE) for 13 GSM analysts after restacking from 11th to 10th floor without any safety issue occurred.ProjectTask Force (Audit preparation)• Lead project to ensure activities performed by Access Admin were reviewed by GSM. Identified control issue where North America Access Admin activities were not review by GSM. Responsible to follow up with support team. As a result, the report was responsible under support team. MACS Reports Improvement• Lead project to focus on valuable MACS reports by reduced and ceased low value reports. As a result, maintained current human resources despite new reports.

● Provided Systems/Network Support in a 12 hour shift basis that runs 24x7 ● As the initial point of contact for resolution of server-related issues on a worldwide scale.● Monitored and troubleshooting server specifically print server remotely via Remote Assistance or Terminal Services remote administration. Tools might include Device Manager, the Hardware Troubleshooting Wizard, and appropriate Control Panel items.● Configured and managed access to shared folders.● Provide resolution for incidents, escalate when necessary● Regular updates of call status and progress● Log and analyze problem in achieving SLA objective, make necessary changes and recommendation.● Isolate and help to resolve problem● Implement problem resolution after received approval from higher level● Familiar with SOR Toolbox System and Active Directory.

Project : Smart SchoolRole : Data AnalystPosition Descriptions : - Conducted a survey for Smart School Project around Asia.- Key-in, analyzing and maintaining all the data for school in Malaysia.