Technical Support Manager

Location:

Bayan Lepas, Penang, Malaysia

Posted:

April 09, 2018

Contact this candidate

Resume:

Kuan Rui Qi, Rachel

Curriculum vitae

BSc(Honours) Computing Studies

Northumbria University

Notice Period: 1 month

Expected Salary: RM 4,500 (negotiable)

Date of Birth: 19/01/88

Nationality: Malaysian

Address (Penang): Blk 3-10-13, Lorong Gangsa, Taman Lembah Hijau, 11600, Penang,

Malaysia.

Mobile telephone:+601*-***-****

Email:ac426n@r.postjobfree.com

Alternate Email: ac426n@r.postjobfree.com

Additional Information: Driving Licence with own car

Kuan Rui Qi, Rachel

Education and Qualifications:

University, School:

From

Examinations

Examinations passed:

Northumbria University

Sept 2008

Sept 2011

BSc (Hons) in Computing Studies

(Major in Software development & Management)

Passed with Second Class Honours (Upper Division)

SMK Hua Lian, Taiping, Perak

2006

2007

STPM

Passed

SMK Hua Lian, Taiping, Perak

2004

2005

SPM

Passed

SMK Hua Lian, Taiping, Perak

2002

2003

PMR

Passed

BSc (Hons) in Computing Studies Result

Year 1

Subjects

Module Marks

Programming 1 (JAVA)

Learning and Skills in Computing

Software and Data Modelling

100

Programming 2 (JAVA)

Computer Systems Fundamentals

100

Web Design

Information System Analysis (BSc)

Relational Databases

Year 2

Subjects

Module Marks

Data Structures Algorithms

System Design & Architecture

Foundations of Human Computer Interaction

Database Programming

Networks & Operation Systems

Dynamic Internet Technologies

Professional Development & Project Management

Integrative Consultancy Project

Kuan Rui Qi, Rachel

Year 3

Subjects

Module Marks

Advanced Human Computer Interaction (Advanced HCI)

Social and Current Issues in Computing

Effective Systems Development

Professionalism & Ethical Practice

Intelligent Systems

Strategic Systems Management

Individual Project

STPM Result

Subjects

Module Marks

Pengajian Am

Mathematics T

C+

Chemistry

D+

SPM Result

Subjects

Module Marks

Bahasa Melayu

Bahasa Inggeris

Pengetahuan Moral

Sejarah

Matematik

Matemetik Tambahan

Prinsip Perakaunan

Fizik

Chemistry

Biology

Bahasa Cina

English for Science and Technology

Kuan Rui Qi, Rachel

Computing knowledge & experience:

1.Programming languages: Java(Advanced), Visual Studio(Basic)

2.Microsoft Word(Advanced), Microsoft Excel (Advanced), Microsoft PowerPoint (Advanced) Microsoft Publisher(Intermediate), Microsoft Projects (Advanced)

3.Web Design: Markup Languages(HTML,XHTML and XML)(Advanced)

Style Sheet Language(CSS)( Advanced)

Client-side Scripting(JavaScript)( Advanced)

Server-side Scripting(PHP)( Advanced)

Database technologies(MySQL)( Advanced)

Dreamweaver (Intermediate)

4. Adobe Photoshop(Intermediate)

5.Database(SQL)(Intermediate)

6. Computer hardware troubleshooting and solution

Employment:

Data Administrator at Tenby International School (Jun 2016 - current)

As a data administrator, I perform data analyst for all the schools in Tenby Penang such as attendance, examination result, staff attendance, cover details for staff. Besides that, I have to manage the system use by the school from create login for parents and staffs, maintain all the function, change report template and support for any problem reported regarding the system. I will arrange cover lesson for some of the schools as well. Multitasking skill has been improved as I need to complete multiple jobs requested from all the schools within short time given. Besides, I have gain data analyst skill and improve excel skill while join Tenby. My IT knowledge is useful while the report is having issue and I can check the report template and make changes on the report template. I have computer knowledge such as SQL, basic programming knowledge and logic thinking which help much on the job.

Software Engineer (SQA) at Seagate Technology (Oct 2014 – Jun 2016)

As a Software QA, I perform functionality testing on the project assigned to me. I will need to start from study requirement and understand the software, then prepare test cases, perform functionality and sanity testing before start run a full functionality test to quick check whether there is a critical defect that will stop my functionality test. Besides doing manual testing, I have also doing automation testing on Order to Cash software in my company. Besides doing testing, I will need to prepare report everyday to update on test cases run, defects number and defects level. As a Software QA, we will need to be very careful on testing and using different ways to perform testing to avoid critical production defects found.

Kuan Rui Qi, Rachel

Analyst at Asdion Hospitality Sdn Bhd (Aug 2013 - Oct 2014 )

Asdion Hospitality Sdn Bhd is a company which provide hotel software Solution Company such as Hotel management system, Point of sales and account system. My role as an analyst is taking care of all the software on all customers system. I have to checking tickets everyday report by customer, remote inside their server to check whether are software, hardware or database issue. I have experience on using SQL Server and the command to manage database. Besides supporting tickets, if have new project, I will be at customers’ side to install SQL server and all the software from the start. I have to train the hotel staffs on how to manage the system and will be standing by few days while the software goes life. As I joined company until now, I have gone to Ipoh, Kuala Lumpur, Penang and Myanmar client side for new projects. This is not just an analyst job and will be as an onsite and offsite support as well.

South Asia Technical Support Specialist at DELL Asia Pacific (Oct, 2011-July, 2013)

As a technical support at DELL, I have gain experience and knowledge in technical like computer hardware. I have to troubleshoot for customers’ system through phone and have to send the correct parts to solve customers’ problems. I have the knowledge and idea on which part is faulty based on the information provided by customers. Besides technical knowledge, I have gained experience in soft skills and the way to talk to customers. As a technical support, I am not allow to use any negative words like “no, cannot, no able”, therefore I have learnt the way to talk to customers by using positive statement even though the meaning is no. As a technical support, the most important is patient and must always be positive even though customers are angry. Every technical support will face angry customers that call in and scold the technical support agent, we have to handle with extra care, and patient to talk nicely to customer even get scolded. As a technical support at DELL must has team work to work together to provide same information to customers. Besides working experiences, I have the chance to attend training such as Microsoft training, CCNA, VMWare, Compellent and Force 10 that bring extra knowledge to me beside the knowledge gained from work.

Computer Tutor at Methodist Boys School, Penang (KDU, Penang)(Jan, 2009 – Dec, 2009)

As a computer tutor at Methodist Boys School, I have learnt how to communicate with student and colleagues. As a tutor, I have to keep improve my computer skill and keep learn new things example like I have to learnt up Adobe Photoshop, Front page, Dreamweaver myself to teach the students. Besides, I have to find the most proper ways to make my students understand what I teach; every student have different learning style so I have to find out the correct way to teach them. In addition, I should have responsibility while as a computer tutor such as responsible to students’ result, responsible on every computers, and students’ safety as well. Parents will always blame the tutor if their children get bad result in the exam, so as a tutor, I have to responsible on students’ result and try my best to improve their computer knowledge. Besides that, as a tutor, I also need problem solving skill, such as students fight in class; I have to stop it as fast as possible. As a tutor, the most important is being punctual because the students already paid their tuition fees so I have to be on time to teach them which is my responsibility. I have stopped working as a computer tutor on Dec, 2009 because the job is under one year contract and I will enter my final year of degree course in 2010 and I can fully concentrate on my study.

Kuan Rui Qi, Rachel

Sales Assistant at The Crafting Music Store, Taiping (May, 2008 – Sep, 2008)

As a Sales Assistant at The Crafting Music Store, I have faced different type of customer and also improved my communication skill and problem solving skill. Besides learnt how to deal with customer, I also handled some bank-in work, I have to go to bank everyday and this have make me experienced in bank-in work. Besides, I have to handle some computer system problem such as UBS system unconnected problem. I have to know all the instruments and function of every instrument that I can introduce to my customer. As a sales assistant, I should have good relationship with customers so they will have good impression and will come back to the music shop next time. Besides, I have to work together with my colleagues as a team to check stock every week to confirm the stocks in shop are same as the stocks in UBS system. I have gain many experience from this job and I still keep in touch with my boss and my colleagues. I have stopped working on Sep, 2008 because my degree course starts on 22 Sep, 2008.

Other experience & training:

VMware Training 2013

Student Representative for degree course 2010-2011

The Associated Board of The Royal Schools Of Music in Grade 8 Piano

Trinity Advanced Level Graded Examination in Music Performance in Grade 8 Solo Piano

Participant in Commonwealth Essay Competition 2007

Participant in General Knowledge Quiz 2007

Participant in Malaysia National Chemistry Quiz 2007

1stprice in Notice Board Design 2007

Secretary of School Librarian Board (2006-2007)

Treasurer of Anti-Drug and Health Society (2006-2007)

Member of bowling club (2006-2007)

Member of Sixth Form Council (2006-2007)

Head of Notice Board of Anti-Drug and Health Society (2004-2005)

Prefect of Prefectorial Board(2001-2002)

Consolation prize in Singing competition 2002

Kuan Rui Qi, Rachel

Skills:

Languages Ability:

Language

Spoken

Written

Advanced

Intermediate

Basic

Advanced

Intermediate

Basic

Mandarin

English

Malay

Cantonese

English Ability: Band 4 in Malaysia University English Test

Interests and Activities

I interested in travelling around different country especially country with difference language like Hong Kong, Korea, China, Taiwan helped develop my communication skills through meeting variety of people and learnt different culture in different countries. Besides that, I also like to read books in IT example like web design book, Photoshop book and I also interested in reading famous people biography such as My Story Lim Goh Tong( The founder of Genting) and The Snowball Warren Buffet and the Business of Life (Chairman & CEO, Berkshire Hathaway). Besides, I also like entertainment like play piano and singing.

Self-Assessment:

A)Interests in computing

I choose to pursue a career in computing because computing is the most up to date job and even many scientific advances need computing power. Computing is a revolutionary technology such as the quantum computer edging towards reality, we don’t know what will computing and science bring us the next 10 years.

I choose to enrol Computing Studies course because computer skills are so important in theWorld of Information Technology. Technology changes at a lightning pace and those without the necessary skills are soon as obsolete as the original equipment they learned on. Besides computing knowledge, I have major in management which is learnt about the role of management, the corporate environment, measures of performance, value chain, strategic management and analysis, corporate planning, industry and competitive analysis, strategy and competitive advantage, customer relationship management (CRM), Enterprise Resource Planning (ERP) and E-commerce. I have double major in my degree course which is software development and management which will gain different knowledge in my degree course.

Computing keep changing all the times, technical computing skills have to be improve all the times to compete with others. I’m sure I will keep on improve my technical computing skills and won’t left behind.

Kuan Rui Qi, Rachel

B)Transferable skills

I can get on well with other people and can work as part of a team because in secondary school, I have to do projects with my classmates, juniors or seniors together. From that time that work together as a team, I have learnt to communicate, cooperate and work together with other people to complete our projects on time. I also can lead my seniors when I am a secretary of Library Board. Besides, there are many group assignments in my degree course and I am a project manager in the project of the “Integrative Consultancy Project” subject which is a group project and has real client. As a project manager in the project has trained my leadership skill to lead other team members to complete the project, problem solving skill to solve the problems happened, communication skill to communicate with other team members and client and decision making skill to make the most accurate decision to solve the problem happened.

I know the important of time management so I always will finish my work on time and will pass up on time. I’m systematic in manage my work by write down all the deadlines of works to make sure that I finished all the works on time. I can work within minimum supervision and follow instructions carefully while and I represent Board of Librarian win 1st price in the Notice Board Decoration competition.

C)Personal summary

My strengths are I’m reliable, punctual and like to learn and try new things, such as I like to participate in much different type of competitions, although not always win in the competition but I gained many experience and learnt many new things from all the competitions. A look at successful traders and entrepreneurs shows that they have been able to survive failure as many times as they have had to. They use failure as feedback. They learn from it and make changes and go on. So, I always tell myself must learnt from failure and improve myself in every competitions.

References:

Name : Mr Lionel Low

Occupation : Software Quality Assurance Manager

Address : 1-16-7, Suntech@Cybercity Lintang Mayang Pasir 3, Penang, Bayan Baru,

11900, Malaysia

Tel : 012******* / 04-2961715

Email : ac426n@r.postjobfree.com

Relationship : Department Manager

Year Known : 2 years

Name : Ms. Amy Leow

Occupation : Head of department of School of Engineering, Science & Technology – Business Development Manage)

Address : KDU College, 32, Jalan Anson, Georgetown, Penang.

Tel : 012-*******

Email : ac426n@r.postjobfree.com

Relationship : Superior

Year Known : 7 years

Name : Ms Loh Hooi Hwa

Occupation : Dell Department Coach

Address : Plot 427, Bayan Lepas Industrial Zone, Phase IV, Bayan Lepas

11900, Penang.

Tel : 012*******

Email : ac426n@r.postjobfree.com

Relationship : Department Manager

Year Known : 5 years

Contact this candidate