Wendee Lim Email & Phone Number

Australia

• Lead the team of Technical Support Officers & System Administrator in Wollongong to be the first point of contact between BAE Systems Australia and AGO (Australian GeoSpatial-Intelligence Organisation) • Setting and enforcing a high level of service standards in accordance to contractual obligations • Provides KPI reports to the management to ensure contractual obligations are met. • Participate in various meetings to facilitate and share information on any support issues • Manage the team’s workload and schedules to ensure there is total coverage amongst the team. • Identify any issues on the current processes and ineffectiveness and provide proposals of improvements • Troubleshoot and provide information to enable resolution on incidents and support requests and promptly allocate unresolved calls as appropriate. • Receive and handle requests for support, following agreed procedures and within Service Level Agreement guidelines. • Escalate any complicated issues to the Project Engineering Manager

Wollongong, Australia

Responsibilities: Maintain the quality of Oasis' data by programming enhancements/changes and performing detailed testing activitiesMeeting project deadlines and business SLAInvestigate errors and issues and provide error correction solutionProvide technical assistance and subject matter expertise on business and functional requirementsPerform database administration and maintenanceCoordinate the major batch runs for the Operations DivisionProvide various Operational management reporting via complex SQL queries and stored proceduresAchievements2 nominations for Oasis Gems awards for outstanding performanceMeeting of SLA on reporting and error corrections 98% of the time, with less than 2% of rework.Reconciliation of Oasis' distribution and investment processes for members' compensation worth more than $3 million, thus preventing the breach of APRA's regulationRewriting of scripts to eliminate or reduce manual processing.

Responsibilities: Performed data mapping functions to migrate the data from the legacy system to the new systemDesign of logical data models based upon well-defined business requirementsAnalyse, design, develop & implement databasePerform database administration and maintenanceProvide support to the several business units.Provide data integrity checks/review/correction Adapt existing structure to new business requirementAchievementsFully operational within 2 daysManage to meet the tasks deadline by about a week before the scheduled deadlineCommendation by the conversion team members for being able to understand the business requirements and able to meet the tasks deadline

Responsibilities: Working collaboratively with other units within the department/company to uphold an excellent service level at all times, being the first point-of-contact to the customersProvide verbal (telephone) /written (email/fax) first level support for internal/external users and engineers on hardware and software problems, which include Windows Operating Systems and Microsoft applicationsMaintain & service Desktops PCs, Printers, Laptops and Networks and software licencesAssist in installation of hardware, software and internal network Acknowledge all service request/customer enquiries with a reference number or an email reply promptly within 15 minutesPrepare quotations to customer where the service/product is deemed billableNote all critical situations and follow-up closely until it is resolved Provide a weekly report to the engineer's reporting manager on the outstanding service jobs to facilitate response time commitment to the customerEscalate any customer dissatisfaction/concerns for supervisory/management actionEscalate all customer feedback to facilitate recognition, correction and improvementAchievements:Obtained Informal staff award for outstanding customer service Trained & provided on-going support to new recruits that were fully operational within a weekEnhanced sales opportunity by doing research on new clients & interacting with the clients.Resolved 95% of customers' & engineers' enquiries monthlyAchieved an YTD 90% Response Time Target

Responsibilities:Develop and maintain parts of the UniShop + IT websiteWeb site contents updating Photos and graphics editingConduct customer service survey and interviewAchievements:Commendation by the team leader for the ability to learn new things quickly & maintaining a high quality work and ability to meet tight deadlinesWork with team member to update the contents of the website & job is done one week ahead of scheduleGained experience in working with various web authoring software and with people in various culture

Bs, Computer Science

Certificate, Computing & Information Technology