Janelle Ang
Vancouver,Canada
Summary
Highly accomplished Application Support Consultant with 12+ years of experience, which includes 4 years in Senior role, specializing in SaaS environments,including LMS (Learning Management System) and ERP (Enterprise Resource Planning), and full-stack application lifecycle support.
Proven track record of exceeding defined SLAs, maintaining 90% compliance with resolution deadlines, while managing high-visibility, complex issues for Premium Support customers (serving up to 5.8 million users).
Dedicated to exceptional service, evidenced by a 100% Customer Satisfaction Rating and consistent, proactive client communication.
Technical diagnostic expert proficient in complex SQL queries, Java debugging, and full-stack web languages (XML, HTML, CSS, JavaScript).
Adept at building strong customer relationships, serving as a technical expert and mentor, and contributing to knowledge base/process improvements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Support Consultant
Learning Technologies Group
09.2021 - 10.2025
- Led Tier 2/Senior-level support for information system services and full-stack SaaS products, acting as a technical expert and champion of support services for high-consequence clients.
- Managed and drove multiple complex, high-visibility issues concurrently for Premium Support customers, supporting a user base of up to 5.8 million.
- Consistently exceeded defined SLAs, maintaining a 90% compliance rate with resolution deadlines, and achieved a 100% Customer Satisfaction Rating (CSAT) through proactive client engagement.
- Served as a technical expert and mentor to Associate Support Consultants, contributing to process improvements, and authoring knowledge base articles and training materials to improve user self-service.
- Collaborated closely with product engineers and other internal departments to expedite high-visibility escalations and drive solutions for complex, full-stack application issues.
- Expert in deep technical diagnostics, utilizing complex SQL queries (multi-table joins) to investigate root causes, and applying technical skills in Java, XML, HTML, and CSS to debug and modify code.
- Leveraged a strong foundation in web technologies, including APIs, HTTP, and JSON, to efficiently diagnose system integration issues across full-stack applications.
IT Support Specialist
Concert Properties Ltd.
08.2019 - 09.2021
- Provided user support for issues related to key ERP systems, like Yardi Voyager modules (Commercial, Residential, and Job Costing), and MS Dynamics 365 (Procurement and Payables).
- Contributed to a key system initiative by assisting with the integration between VTS and Yardi Voyager.
- Aided the IS Support team with troubleshooting and executing complex back-end data queries.
- Assisted with system updates, including change management procedures, and detailed functionality testing.
- Designed and maintained critical reports using SSRS and Crystal Reports, including those for internal metrics and client invoicing, and provided users with solutions for operational, ad-hoc data report requests.
- Acted as a primary liaison with application vendors (Yardi and MSD365) to expedite, and ensure the timely resolution of complex issues.
Project Analyst
Immigrant Services Society of BC
07.2018 - 08.2019
- Managed the full lifecycle of multiple finance and IT projects, including requirements gathering, data analysis, planning, and post-implementation support.
- Developed and led comprehensive staff training sessions on new systems and software, including Office 365, SharePoint, and specific payment requisition systems.
- Researched and analyzed new IT systems for process and operational integration, providing advice on improvement strategies, policies, and procedures.
Application Support Analyst
NetDimensions
07.2014 - 04.2018
- Delivered foundational Tier 1 and Tier 2 application support for a portfolio of information systems and SaaS products, with a primary focus on the Learning Management System (LMS).
- Consistently recognized as one of the highest-performing case solvers, efficiently resolving a large volume of issues for the global client base.
- Collaborated with cross-functional teams to troubleshoot system errors, ensuring minimal disruption to operations.
- Supported a large international client base remotely, ensuring equitable queue management using industry-standard tools like Zendesk, JIRA, and Salesforce.
- Applied technical skills in web languages and basic database querying to efficiently resolve user-reported system issues.
- Contributed to the development of internal documentation to support continuous process improvements.
IT Specialist
IBM
11.2011 - 06.2014
- Participated in an Agile solutions delivery team focused on the Universal Customer Acquisition System for a major bank.
- Installed and configured IBM products, including IBM WebSphere Application Server, used for testing and deployment environments.
- Constructed detailed test cases, performed rigorous testing, and documented outcomes for software built using IBM ILOG JRules prior to production deployment.
Education
Associate of Science - Software Development
British Columbia Institute of Technology
Vancouver, BC01.2021
Bachelor of Science - Information and Communications Technology Management
De La Salle University
Philippines06.2011
Skills
- SQL queries
- Java programming
- XML/ HTML/ CSS/ JavaScript
- API integration
- Knowledge base authoring
- Process improvement
- Data reporting
- Agile methodologies
- Training and mentoring
- ITIL framework
Certification
- IBM Websphere Application Server Network Deployment (v7.0 Core Administration)- 2012
- DB2 Family Fundamentals – 2012
- IBM Websphere ILOG JRules (v7.0 Application Development)- 2013
- IBM SOA Fundamentals [2008] – 2013
- PeopleFluent Learning - LMS Administrator
Timeline
Senior Support Consultant
Learning Technologies Group
09.2021 - 10.2025
IT Support Specialist
Concert Properties Ltd.
08.2019 - 09.2021
Project Analyst
Immigrant Services Society of BC
07.2018 - 08.2019
Application Support Analyst
NetDimensions
07.2014 - 04.2018
IT Specialist
IBM
11.2011 - 06.2014
Bachelor of Science - Information and Communications Technology Management
De La Salle University
Associate of Science - Software Development
British Columbia Institute of Technology