Fiona G.

Experience

• 

  Universitas Pelita Harapan

  Jan 2009 - May 2012

  Lecturer of Information Systems Department

  Promoted to Lecturer in early 2012 after joining as Assistant Lecturer.- Conducted undergraduate courses with an average class size of 40 students encompassing subjects including Knowledge Management and Basic Multimedia. - Facilitated laboratory and tutorial sessions to groups of 40 students across a range of subjects, including Introduction to Information Systems, E-Commerce, Visual Basic Programming Language, Web Design and Programming, Accounting, Universal Database DB2, Lotus Notes Domino, Object-oriented Systems Development, Database Systems, and more.- Authored a paper published in a scientific journal and presented findings at two national conferences.- Developed dozens of learning materials and schemes of work.- Maintained meticulous records to monitor student progress, achievement, and attendance.- Contributed to the design, administration, and assessment of exams and other evaluations.- Provided academic guidance and consultation to students, fostering a supportive learning environment.- Participated in various administrative tasks, including aiding to the successful 2009 reaccreditation of the faculty by the National Accreditation Board for Higher Education.- Organised an average of 2 campus and Faculty of Computer Science events annually, including IT competitions and government-funded training workshops, such as the Programming Logic and Web Design competition in 2010.- Designed and implemented a web-based application using PHP, MySQL, XHTML, CSS, JavaScript, and AJAX.- Managed e-learning activities across multiple classes via the Moodle platform. Show less

• 

  Accenture

  Jun 2012 - Jun 2015

  Application Technical Support Specialist

  Assigned to Telekom Malaysia’s STORM project (~200 members) to develop, support, and maintain Oracle Siebel 8.1.1.3 CRM app. Siebel CRM serves as the frontend of Oracle’s end-to-end solution stack for order capture, fulfilment, and service assurance/delivery.- Resolved over 60 app defects annually and addressed an average of 5 ad hoc issues daily.- Supported multiple environments such as DEV, SIT, UAT, Pre-PROD, and Production, including on-call support and facilitating overnight deployment activities.- Provided impact assessments, advised and executed recovery procedures to minimise disruptions by swiftly restoring applications to BAU status.- Acted as the sole gatekeeper to oversee version control and code deployments across all operational environments, including creating release notes and raising deployment requests, mitigating conflicts between development and operations teams. This involved bi-weekly Production deliveries, averaging 24 major releases annually.- Allocated tasks to team members and kept track of the progress to ensure timely delivery.- Delivered customisations/CRs worth thousands of man-days to enhance the functionalities of the existing solution, from requirement gathering to developing enhancement design and implementation. This included creating functional documentations.- Mentored other team members and the client's internal app development and support team.- Demonstrated initiative by automating top-management reports and data purging for performance improvement by creating and maintaining bespoke Java app, shell scripts and PL/SQL.- Worked with other teams supporting back-end apps within the integrated stack to address non-Siebel issues.- Liaised with relevant parties such as Oracle Expert Services, business users, and project stakeholders as required.- Assisted the broader team as needed in miscellaneous tasks such as code and release review, devising test scenarios, or unit and integrated application testing. Show less

• 

  BAE Systems Digital Intelligence

  Jul 2015 - Jul 2023

  Delivered high-quality support to diverse global customers for NetReveal solutions in Regulatory Compliance and Counter Fraud for banking (AML, CDD/KYC, WLM/Sanctions and PEP screening) and insurance clients (GI).- Demonstrated initiative such as by developing a bespoke Java app for issue troubleshooting and creating globally-used release notes templates.- Troubleshoot and resolve technical issues reported by customers on their on-premise app deployments, ensuring minimal disruption to BAU operations.- Created configuration fixes tailored to customer requirements, optimising software performance. This included the delivery of the fixes such as the creation of release notes and test scenarios for QA.- Proactively learned and applied any tech skills as needed for task completion such as JSON, Python, Regex, and DevTools.- Tracked tickets in the issue tracking system, maintaining clear communication with customers on issue progress to manage expectations and ensure timely issue resolution to meet SLAs.- Coordinated with overlapping project teams and clients to manage and deliver releases efficiently.- Created and maintained test environments for efficient problem replication and solution testing.- Proactively identify high-risk customer issues and report to management.- Engaged with major financial clients, taking ownership of issues and escalations. Regularly attended and actively participated in customer calls.- Collaborated with cross-functional teams to resolve complex issues.- Worked with project teams for transitions to customer support, aiming for thorough communication and knowledge transfer.- Provided feedback on product improvements and contributed ideas for improving internal processes and enhancing customer experience.- Contributed to the knowledge base/FAQ and documents to facilitate knowledge sharing.- Mentored team members to enhance their technical and NetReveal proficiency.- Provided support during public holidays and weekends. Show less

  • Application Support Lead

    Jul 2022 - Jul 2023

  • Senior Applications Support Engineer

    Apr 2017 - Jul 2022

  • Applications Support Engineer

    Jul 2015 - Apr 2017
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  SymphonyAI

  Jul 2023 - now

  Application Support Lead