Simon Yun

Technical Support and Issue Resolution:

-Delivered white-glove technical support, maintaining a 90%+ resolution rate for incidents and issues, involving SaaS platforms, Applications, API integrations, and system performance.

-Acted as an escalation point for Tier 1 and Tier 2 teams for support cases through various channels, including email, phone, and ticketing systems, ensuring smooth prioritization and escalation when needed.

-Built strong client relationships by providing regular updates, following up on unresolved issues, and maintaining open communication to foster trust and confidence

-Developed and maintained system enhancements, performing configuration changes and upgrades in ITSM software, web portals, and ETL pipelines, Data Import using JavaScript, SQL, GCP, Kubernetesand remote server environments.

-Performed User Acceptance Testing (UAT) to ensure a seamless user experience and compliance with Service Level Agreements (SLAs).

Troubleshooting and Problem-Solving:

-Responded to user inquiries, investigated and analyzed problems, developed solutions and action plans, and liaised with users and other technical support staff to resolve issues.

-Expert in diagnosing and troubleshooting software bugs, system malfunctions and Batch jobs by analyzing ETL, Tomcat/GCP logs, Kubernetes, SQL queries, and scenario replication to identify root causesand escalate issues as necessary.

-Participated in case triage discussions, sharing insights and strategies with peers to address recurring challenges and improve team-wide troubleshooting.

Stakeholder Collaboration and Communication:

-Partnered with Product and Engineering, escalating unresolved issues with detailed logs, debugging information, and actionable recommendations to expedite resolution.

-Collaborated with cross-functional teams to assess system upgrades and enhancements, ensuring successful implementations with minimal disruption.

-Participated in various meetings with business and project teams ensuring a clear understanding of business requirements and needs to set appropriate technical solutions to Product/Application

Process Improvement and Documentation:

-Identified recurring problems and contributed to process improvements by sharing actionable feedback with the team, streamlining workflows, and enhancing overall efficiency by 25%.

-Authored and maintained user-friendly knowledge articles, FAQs, and troubleshooting guides, helping customers and team members find quick solutions to common issues.

-Documented step-by-step troubleshooting performed during support cases, ensuring comprehensive case histories and enabling future issue resolution.

-Delivered technical training and best practices to users and partners, enabling them to operate and maintain the system efficiently.

Database Management:

-Wrote and executed complex SQL queries in Oracle databases for BMC custom and out-of-the-box forms.

-Provided extracts of CMDB, User profiles, Incident, Change and problem reports

-Troubleshooted and modified existing ETL pipelines using SQL, JavaScript and regex as per client's request

• Designed and developed custom websites using React.js, CSS, and HTML, meeting unique client needs for functionality and user experience
• Ensured robust performance by testing, troubleshooting, and integrating APIs for seamless front-end and back-end interactions
• Delivered post-launch support to address user-reported issues effectively

• Collaborated on front-end projects in React.js, contributing to a modern and responsive user interface
• Maintained thorough technical documentation, ensuring seamless handoffs and project continuity
• Worked within an Agile development environment, engaging in sprints to meet project deadlines