Lai Man Wei

• Managed group of IT local support analyst across 22 applications
• Maintained up-to-date knowledge of industry trends, ensuring support team remained well-versed in best practices
• Maintained SLA support procedures, timeframes and scope of responsibilities
• Promotes First Level Resolution to increase satisfactory for user in First Level Support
• Managed specialist team to provide technical assistance and customer service
• Managed support resources using Power BI to have better visualization and forecasting

Key Project:

• AI project which utilize machine learning algorithms and pass incident records to predict future incidents

Experience:

• Planed, analyzed, designed, developed and implement solution for Petronas application
• Conducted bug fixing by using SQL database scripting and C# programming language
• Researched and identified solutions to technical problems
• Improved team efficiency by implementing Agile methodologies and optimizing workflow processes
• Performed data cleaning and created data architectural diagram in SQL Server Management Studio
• Improved customer satisfaction rates through proactive communication of project updates and addressing concerns promptly
• Streamlined communication channels between technical teams and key stakeholders, ensuring alignment on project goals and expectations
• Conducted User Acceptance Test, Train the Trainer and User Training

Achievement:

• Received Focus Recognition from business for customer focus and delivery excellent

Key Project:

• Auditing and reporting system

Experience:

• Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations
• Established strong working relationships with colleagues, fostering collaborative environment that enhanced IT support delivery and efficiency
• Improved response times by creating knowledge base of common issues and resolutions accessible to all support staff
• Monitored systems in operation and quickly troubleshot errors.
• Compliances to company SLAs by using tracking software

Achievement:

• Received Focus Recognition from user on prompt action in support