Esther Chew

Experience

• 

  HCL AXON

  Jul 2007 - Sept 2010

  SAP Service Desk Analyst

  o Handle technical calls and emails for clients from Malaysia, UK, US, AUS and China by identifying the issues, creation of tickets and assigning it to the correct SAP function.o Created Service Delivery reports and daily reports for Manager to pass on to clients. o Monitored SLA on issue/ tickets raise to ensure consultants KPI are met. o Created documentation for report creation and processes.Accomplishments: Challenges: I successfully transition from Customer Service background to SAP Technical field.Action: Proactively volunteered to handle new task to acquire the knowledge.Study relevant materials.Go for technical trainings.Result: I was able to work independently in less than 6 months.Superior was pleased with my progress.Challenges: Promoted from Service Desk Analyst to Reporting Lead.Action: Assigned and prepared Monthly Reporting Task Roster.Lead and managed 15 reporting team members for the preparation of the monthly reports to clients.Ensured that all reports are accurate and delivered on time to clients.Result: Reports were 100% accurate and delivered on schedule.Superior and clients were pleased. Show less

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  BASF Asia-Pacific Service Centre Sdn. Bhd

  Oct 2010 - May 2015

  o Responsible as the Quality Assurance check point for all transports including enhancements, upgrades, changes and bug fixes in the SAP systems to ensure successful and good quality deliverables of import requests. Be the single point of contact for all transports.o Perform proactive system and import monitoring, performance analysis and changes to the productive systems. Check and coordinate in error analysis after each import to ensure that the same error does not appear again.o Perform weekly and monthly reviews and analysis of problem management data to highlight causes of frequent or high impact failures and perform preventative action.Accomplishments:Challenges: I successfully transition from functional module (BW/BI) to BASIS module.Action: Studied relevant materials. Proactively volunteered to handle new task to acquire the knowledge.Result: I was able to work independently in the BASIS module in less than 3 months.Superior was pleased with my progress.Challenges: Proactively created for my manager a procedure guide on access for new recruits.Action: Gathered all access information and compile in a structured and simplified form. (Step by step procedure). Presented the new guide to my manager for her acceptance.Result: (New Guide) step by step procedure gave clear instructions to user.Significantly reduced time taken for a new joiner to have complete access to all the systems. From 1 month to 2 weeks.Challenges: Proactively created an improved attendance roster for the team.Action: Updated the latest information such as public holidays, leaves, business trips, etc.Designed a new attendance roster with color coding to differentiate type of activities.Result: Clear indication of daily attendance/ activities which provided visibility, minimized errors and confusion. Work schedule is now easier to plan ahead. Superior was pleased. Show less o Provide 2nd level support on incidents, problems and analysis collected and escalated by the SAP Service Desk. Perform in depth analysis and testing to resolve the escalated cases.o Responsible to provide BW application trainings and info sharing sessions to Asia Pacific users quarterly. As for new reporting applications, pick up the knowledge and usage of the new application then create documentations and slides to train Service Desk, key users and users from the Asia Pacific Region.o Ensure the data qualities of the reports from the applications are correct and updated in a timely manner. Update and maintain business process for SAP functional and configuration documentation.Accomplishments:Challenges: Conducted several application trainings for all users and key users from the Asia Pacific Region.Action: Created power point training information for the applications.Sent out invitations and schedule the training sessions.Result: Users were able to understand and use the applications successfully.Positive feedback and compliments from superior and users from all over the Asia Pacific regions on the trainings conducted. Challenges: Reduced almost 80% of the repeated issues as well as the How To enquiries from users at the beginning of the month.Action: Talk to users to gather info on the discrepancies and analyzed the root cause of the missing data. Found that it was due to the system updates from various different countries. Created an email announcement to inform all Asia Pacific users to wait for 2 working days to allow the data from various systems to synchronize before doing data comparison.Result: Reduced almost 80% of the repeated issues as well as the How To enquiries from users at the beginning of the month.Challenges: Promoted from SAP Service Desk Analyst to SAP Analyst 2nd level support within a year.Action: Good performance recognition by superior and company.Result: Able to fit into new role. Show less o Provide 1st level support in module Business Warehouse (BW/BI) for all BASF internal users across Asia Pacific Region. Troubleshoot, analyzed, and provide resolution to incidents from various web reporting applications such as Web/ BEx Analyzer, Query Designer, COPA, PRISMA, CARAT, CORONA, etc.o Responsible to answer technical, How To and business inquiries via telephone calls and emails, provide technical problem solving and detailed information on reporting KPI. Ensure assigned tickets are resolved within the Service Level Agreement (SLA).o Responsible to update and refresh daily, weekly & monthly online reports to ensure that all data is up to date for the users across Asia Pacific.Accomplishments: Challenges: President of IS Sports Club for BASF Asia Pacific Service Centre Sdn. Bhd. Action: Planning and executing activities for whole IS department and company trip.Scheduled regular meetings with Department Director and several Senior Managers to proposed and discussed on the whole year activities.Negotiated for budget to run those activities.Managed and support 5 team members by letting each of them handle 1 or more projects. Result: All activities were successfully implemented.Activities were well within budget and managed to save more than 10% cost. Recognition from colleagues, superiors and also higher management for the activities held. This resulted in a good performance rating at the end of the year. Increased motivation of the whole IS Department.Challenges: Module Monitor for BW/ BI and BASIS Team.Action: Gathered feedback on the needs and issues from BW/ BI and BASIS team members.Raised these concerns in the Monthly Module Monitors meeting to brainstorm on ideas and solutions.Superior approved the solutions.Planned and implemented solutions.Result: Improved Team Work. Processes improved and simplified.Minimized errors, repeated issues and confusion.Superior was pleased. Show less

  • SAP Technical Analyst

    Oct 2013 - May 2015

  • SAP Analyst BW/ BI

    Oct 2011 - Sept 2013

  • SAP Service Desk Analyst BW

    Oct 2010 - Sept 2011