Ts. Subatra Veeriah Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Key Achievements- Service Rocket Values: Excelled in embracing values, spirit, and leadership, focusing on growth as a Senior Technical Support Engineer for Jira and Confluence Cloud.- Training & Onboarding: Trained and onboarded up to five engineers, transforming them into proficient technical content writers.- Video Creation: Collaborated with the Product Manager to produce six iterative explainer videos using Canva templates.- Content Strategy: Developed and managed a robust technical content strategy, leading the team to achieve Atlassian Certified Engineer status.Professional Experience- Content Management: Leveraged passion for knowledge management, managing team backlog, and collaborating on technical content creation.- Continuous Improvement: Drove continuous improvement of technical content strategy, focusing on user needs and enhancing content organization.- Collaboration: Led collaboration with Subject Matter Experts and stakeholders to establish writing and content standards.- Efficiency: Recommended process and tool enhancements, boosting efficiency and productivity across technical content lifecycles.Skills- UX & Documentation: Strategic UX and technical documentation writing, crafting a distinct brand voice and style guide.- Video Content Creation: Experienced in storyboarding, video editing, and voice integration using tools like Canva, Snagit, and Camtasia.- Design & Collaboration: Basic familiarity with Figma for design tasks and strong communication skills for collaboration.- Git Proficiency: Knowledgeable in essential Git commands, managing version control, and resolving merge conflicts efficiently.

Kuala Lumpur, Malaysia

Key Achievements- Mentorship & Onboarding: Successfully mentored and skilled up multiple support engineers, ensuring team focus on customer success.- Identity Platform: Key contributor to the implementation and growth of the Identity Platform on Atlassian Jira/Confluence Cloud since 2018.- Hiring: Played a pivotal role in hiring for both cultural and technical fit, enhancing team dynamics.Professional Experience- Service & Support: Provided top-tier service for Jira/Confluence Cloud, demonstrating passion for customer satisfaction.- Technical Proficiency: Skilled in triaging, root cause analysis, debugging, and troubleshooting across Atlassian products.- Customer Interaction: Led customer-facing calls, communicated progress, and de-escalated challenging situations.- Knowledge Sharing: Advocated for and created knowledge-base articles, leading by example.Responsibilities- Knowledge Articles: Industry-recognized expert in writing knowledge articles.- Mentorship: Ensured high team performance through case reviews and mentorship.- Customer Communication: Handled complex customer interactions and provided effective solutions.- Team Supervision: Supervised engineers, ensuring they are updated on the latest upgrades and releases.Skills- Innovation: Demonstrated ability to innovate new tools and processes.- Analytical Skills: Strong data analysis, critical thinking, and problem-solving skills.- Collaboration: Ability to work independently and collaboratively.- Technical Proficiency: Advanced proficiency in Linux, SQL, and Java application troubleshooting.

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

TIP APAC/EMEA Product Lead/Rep (Last)Also supporting ITNCM Formerly Tivoli Netcool Performance Manager for Wireless L2 Lead Key Achievements as Knowledge Enabler• Passionate about fostering self-assist communities, driving initiatives at IBM and with partners and customers globally.• Collaborated with cross-functional teams, including product managers and developers, to align content with business goals and enhance customer engagement.Staff Software Support Engineer at IBM, specializing in log analysis and high availability software, with a focus on TIP (Tivoli Integrated Portal), DASH (JazzSM Dashboard), and ITNCM (Tivoli Netcool Configuration Manager). I provided comprehensive support across log analysis, system automation, network performance management, and event management products. As a global Knowledge Champion (KC) representative, I collaborated to enhance IBM Tivoli product quality and transition to self-help solutions. I adeptly handled critical situations working closely with Incident managers as main PIC from support, ensuring swift resolution. With a strong technical background in Unix, Linux, and Windows environments, I troubleshooted applications and integrations, resolving issues related to databases, platforms, and network connectivity. My role included mentoring junior team members to foster their growth and development. Passionate about customer empowerment, I pursued a Masters in Knowledge Management at MMU.

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Senior System Analyst overseeing part of the Kenan billing system OSS online provisioning. Effectively used both Unix Scripting and Database SQL/PL-SQL skills to automate provisioning workflows. Partnered with vendors to create SMS-based monitoring for incidents. Previously was a System Analyst managing part of the BSCS billing system RIH, which handles rejected CDRs. My role involved leveraging Unix to drive efficiencies in system operations

Lecturer In Charge of Computer Information Systems (Certificate Level)

Master’S Degree, Knowledge Management With Multimedia, 3.96/4

We discovered both explicit and systematic management of vital knowledge and a thorough hands-on exposure to Knowledge Management.

Bachelor Computer & Communications Systems Engineering, Software Engineering

Exposure and Training Includes : o Software Engineering o Mobile Telephony o Computer Architecture o Communication Systems Theories o.