KRISTINA ANN

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business.

Roles:

• Help customers to solve technical issues (Tier 1 & 2) for customers, both external as well as internal related to Bar Code Symbologies and Imaging technology by providing coverage of Technical Support (Hotline, mail, live-chat, and web support).
• Provide pre- and post-sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
• Reduced downtime for clients through effective troubleshooting, reproducing and problem-solving skills.
• Streamlined processes by creating comprehensive documentation (KB) of technical procedures / articles / videos for future reference.
• Create, track and monitor SFDC records for all incoming support requests. Keep SFDC system updated with current information on the support case, related activities and resolution.
• Kept up-to-date with industry trends and developments, ensuring optimal knowledge base for supporting clients'' needs effectively.
• Managing PSS product inventory, maintenance, and upkeep for the KL office.
• Trained new partners on Technical Support AND RMA SOP when onboarding.
• Collaborated with cross-functional teams Engineering, Quality, Sales Application, Channel Sales, Order Management and Service team across APACI & GLOBAL to identify and resolve complex technical challenges for EWR | PCR | Quality | Service | DOA | OBF | Sales lead
• Leading KCS Youtube project for PSS APACI region
• Led Salesforce Migration (SFDC) for PSS APACI region - 2023
• Leading TechGPT UAT, QA & Deployment for PSS APACI
• Created 20 Youtube videos for PSS APACI / GLOBAL related to knowledge article
• Trained MY, PH, SG partners on Technical Support Portal Utilization
• Serve as the primary point of contact for all technical support issues across the PSS APACI region.

AVANSER Pty Ltd is an Australian based company who were the first to bring advanced call tracking to the APAC region. Since then we’ve successfully expanded operations into New Zealand, Malaysia, and Singapore with many integrated services with Google. AVANSER offers call tracking and analytics tools that give greater transparency into any business’ sales and marketing activities.

Roles:

• Setting up new clients, provisioning accounts and access, prioritizing, resolving technical issue, routing setup/amendments and scheduling all incoming new clients and existing.
• Partner with cross functional teams such as sales operations, support, finance and developer to ensure customer accounts are provisioned according to contract terms
• Provide product consultation for customer enterprise associates to improvise the client's product setup and preference.
• In depth use of website developer tools, CSS, HTML, SQL, Google Analytics & Ads to set up APAC level client's marketing portfolio.
• Front line for network problems, working with and learning from the network experts.
• Setup integrated services with Microsoft Teams & Zoiper.
• Major team player and priority contact for urgent technical issues

Macro Kiosk Berhad is Asia’s leading digital technology company with a strong global presence. They are at the forefront of delivering Digitalisation Platform as-a-Service (DPaaS) via innovative digital solutions to businesses and individuals to help them engage with customers in the digital economy.

Roles:

• SME for bulk messages system for major co-operate sectors - ASTRO, AIRAsia, Maybank, CIMB, GRAB, etc
• Responsible for researching, replicating, performing root cause analysis, SQL database query & providing feedback for product issues reported by the field professionals & customers.
• Monitoring and troubleshoot server, network and application performance and perform - Level I/II
• Perform migration, configuration & integration with Global Client 7x24.
• Supported remote access using VPN, RDP & VNC.
• In depth knowledge of Service Desk Plus ticketing system.
• Weekly knowledge sharing in post-mortem and publish KB articles.
• Provide proactive suggestion to improvise technical process & procedures
• In charged to analyse, comprehend and prepare Incident Report for critical system downtime
• Mentored and trained new beginners.