Amelia Yap Email & Phone Number

Canada

Vancouver, British Columbia, Canada

Focused work on supporting our larger strategic accounts

In addition to previous responsibilities: - Advocated for Customer Success through feature request prioritization, roadmap participation, bug mitigation and user engagement sessions- Guided customers through decisions in scalability, disaster recovery, high availability, cloud migrations, upgrades & best practices to mitigate risk- Assisted customers on successful Tableau Server migrations to Google Cloud, Microsoft Azure & AWS- Held new product feature demos to encourage adoption & helped customers build a centre of excellence - Mentored new hires and assisted with efficient ramp-up training

Job title change due to Salesforce-Tableau acquisition

- Built & maintained strong relationships with key customers as Technical Trusted Advisor for portfolio of 6-10 Major Enterprise Accounts- Provided insights & recommendations for customers’ Tableau Server Prod environments through presenting bi-annual deployment reviews using custom Tableau dashboards- Applied ongoing comprehensive troubleshooting and debugging to proactively avoid technical support cases for a faster resolution- Built and maintained strong cross-functional working relationships with Sales, Engineering, and Product Management- Identified revenue opportunities, partnering with account team to recommend paid services, licenses, training, and additional Tableau products to meet current needs and future growth

In addition to previous responsibilities:- Hosted Knowledge Transfer sessions to the team on HANA database core architecture and workflows - Completely reworked team's new hire training plan for HANA Support, including new training scenarios and structure leading to improved ramp-up times and deeper product understanding - Hiring Lead for intern hiring, ensured that high bar for interviews was set and helped to organize and train new interviewers- Mentored 7 interns, guiding them through incident solving and was a key resource

Vancouver, British Columbia, Canada

- Resolved customer issues related to HANA database high availability, disaster recovery, authentication, query optimization, performance, backup/restore, networking and installation/upgrades- Worked with enterprise customers’ HANA implementations deployed on Premise, SAP HANA Cloud, Amazon AWS and Microsoft Azure- Created and updated customer facing HANA Knowledge Base Articles- Ensured SLAs were met while consistently achieving high CSAT scores

- Explained fundamental computational thinking concepts to 130 students in introductory Computer Science course- Assisted professors and facilitated weekly labs to support students, developing methods to ensure students understood key ideas- Held weekly office hours to work with students individually

Vancouver, Canada Area

- Implemented test automation scripts in Selenium-Python- Functionally tested customer-facing energy-related utility software- Participated in iteration planning, testing, and release deployment activities

Vancouver, Canada Area

- Reviewed functional and design specifications to ensure full understanding of deliverables- Isolated, replicated, reported bugs and verified fixes- Used JIRA to organize and create tickets for specific tasks- Prepared and presented new features for products in Product Demos

Vancouver, Canada Area

- Performed root cause analysis and provided solutions in complex environments for SAP Data Services and Information Steward.- Diagnosed, researched, and resolved known errors by means of SAP documentation and/or troubleshooting with customers- Properly documented communications and actions for customer issues in our CRM system- Shared and documented knowledge through creation of WIKIs and Knowledge Base articles- Collaborated with internal and external parties to clarify customer requirements