Kun Pan Yong

• Worked as perm staff in UOB Bank.
• Investigate production issues, respond based on the production incident TRO (target resolution objective), and uphold FCR (first call resolution).
• Manage and respond to users' queries in a timely manner, and correlate patterns indicative of wider issues or defects.
• Timely execute start-of-day, end-of-day, and intraday proactive checks for applications.
• Manage incidents, task SOPs, and conduct regular recertification for continued sanity and validity.
• Analyze and conduct service reviews across application groups, adding critical value to shift-left and demand management.
• Contribute to documenting SOPs through regular communication across platforms.
• Monitor the network and systems to identify performance issues and reduce downtime.
• Manage alarms, tickets, and coordinate with field operations.
• Worked closely with the developer to maintain an up-to-date SOP in the knowledge base.

Software:

• Splunk
• Oracle MySQL
• UNIX/Linux
• Geneos Dashboard
• BMC Remedy ITSM
• IBM AS400
• Atlassian Confluence

• Worked as a vendor for CIMB Bank Malaysia.
• Used bank ETL development tools for bank statement consolidation.
• Contributed to the preparation of Functional Specification Documents (FSD) and the development of User Testing (UT) test cases.
• Provided support during User Acceptance Testing (UAT), and production deployment activities.
• Investigated and troubleshot production issues to ensure system stability and performance.
• Prepared and delivered release packages for defect resolution and deployment.

Software:

• Spectrum Dataflow Designer.
• Microsoft System Center Orchestrator.

• Worked as a vendor for Shell.
• Managed and monitored installed systems for highest level of availability.
• Maintained a high level of Shell scripts to increase system efficiency and work automation.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.

Software:

• Oracle MySQL
• UNIX/Linux