KV_ResumeAttachment_Updated 24112015

CHAU KEK VOON
RESUME
Personal Particular
Name : CHAU KEK VOON
Nickname : KV
DOB : 10 Dec 1982
Age : 33
Gender : Male
Marital Status : Single
Race : Chinese
Nationality : Malaysian
Contact Number : 017 - 2910757
E-mail : ckv007@hotmail.com; ckv007@gmail.com
Current Location : Cheras, Kuala Lumpur
Language Spoken : English, Malay, Mandarin, Cantonese
Language Written : English, Malay, Chinese
Job Preference
Specialization Area : Technical, Software, Application, Support
Position Level : Senior/Team Lead Level
Preferred Location : Kuala Lumpur ONLY
Preferred Employment Type : Permanent, Full Time
Educational Background
Year Of Study : 2004 - 2005
Name Of Institute : Staffordshire University, UK / APIIT, TPM
Level : Bachelor Science (Honours) in Computing
Overall Result : Second Class Honours: 1st
Division
Name Of Institute : Asia Pacific Institute of Information Technology (APIIT), KL
Level : Higher Diploma in Computer System
Overall Result : Pass
Name Of Institute : Asia Pacific Institute of Information Technology (APIIT), KL
Level : Diploma in Computing & Information Technology
Overall Result : Pass
Name Of School : SMK Datok Lokman, KL
Level : SPM
Overall Result : Grade C
Page 1 of 11

CHAU KEK VOON
Name Of School : SMK Datok Lokman, KL
Level : PMR
Certification : Technical Assistant for MPP ICAO (Jabatan Imigresen Malaysia)
Year Obtain : 2010
Certification : Programming with C# (Microsoft)
Year Obtain : 2006
Certification : UBS Accounting Software
Year Obtain : 2002
Employment History
Total Number of Years’ Experience: 10
Current Employment
Company : E2open Development Corporation
Industry : Supply Chain/Software Solution
Position : Customer Success Engineer, Senior
Duration of Employment: August 2015 - Present
Work Description :
• Provide technical consultation and sharing of best practices.
• Performing trouble-shooting, maintenance and support services to
application systems used by the region.
• Initiate Problem Management activities by providing analysis of live
issues to determine root cause and working with the relevant
developers to ensure effective resolution. All live issues are to be
prioritized and progressed through to resolution and to contribute to
the identification of problems that are creating multiple and regular
incidents.
• These incidents should be reviewed by Director of CSE on weekly
basis.
• Weekly ticket review with L2 support to ensure all tickets are
handling in a proper way & no aging tickets
• Lead, coach, train, guide new members on the supply chain system
& resolution on the incident tickets.
• On-call support for 24 hours, 7 days
• Holding few customers account to ensure customers are success,
happy & satisfy with our solution.
Reason of Leaving :
Page 2 of 11

CHAU KEK VOON
• Lack of opportunity to explore my idea, opinion
Past Employment
Company : SCOPE International Standard Chartered
Industry : Banking/Finance
Position : Support Analyst, Senior
Duration of Employment: March 2014 – August 2015
Work Description :
incidents.
• Ensure all subject matter is relayed in a timely manner and acted
upon conscientiously.
• Liaise with business units and encourage them to consider and
appreciate strengths and weaknesses of Information Technologies.
• Reduce the average resumption time of sev 2 incidents by 50%
• No aging ticket (not > 20 days)
• 98% meeting SLA
• Tickets resolved should not reoccur. The fix provided must be a
complete fix and not just to resume services.
• These incidents should be reviewed by Support Lead/Managers on
weekly basis.
• Ensure detailed tests are done
• Appropriate parties to do the patching and verify (ensure maker &
checker process)
• All sev 3 tickets should be accepted with assignee name in 4
working hours.
• All problem related e-mail should response within same working day.
• Discussion detail must update to "log" in remedy for tracking
purpose.
• End-to-end involvement in all critical and high sev
• All RCA action items are closed as per the target dates
• Prevent outages from recurring through proactive monitoring and
implementation of work around or strategic solutions identified during
the RCA.
• Inconclusive RCA should not be > 1% of the total ticket.
• Improve post mortem efficiency by having post mortem conducted
for all high severity incidents with less than 5% on "Unknown" root
Page 3 of 11

CHAU KEK VOON
cause
• To identifying SIP
• To implement SIP :
• After implement the SIP, no recurring Sev 3 due to same root cause
• Implementing monitoring tool to prevent unnecessary failure
• Implementing FAQ to reduce business query ticket
• Reduce the service requests that are currently manual and can be
automated. (Exclude business query)
• Zero high severity incident caused by changes implement by PSS
team
• All Post Mortem actions to be completed by the agreed/committed
date
• Have <5% Sev 3 incidents caused by changes implement by PSS
team
• No customer impacting incidents caused by Change implement by
PSS team
• No variance cause by PSS
• No overdue risk item
• All change requests submitted with full details & on time for Retail
CAB/ECRB approval with no chasing!
• Ensure 100% project to PSS engagement
• Eliminate all outages due to housekeeping issue including disk
space, files full, etc
• Eliminate unnecessary failure due to capacity issue
• To work as One-technology team to ensure better services are
granted to our business
• To think business and understand the impact to Front Line business
on our delivery
• Provide a "one stop" end-to-end resolution to customer request in
resolving ticket
• Accurate remedy data, Document ASRM, WIG & AIG
• Provide guidance / skill transfer to other peer in your team
• Actively engaged with L1 to improve PSS staff efficiency through
training and regular reviews
• Having knowledge on ITIL such as incident management, problem
management, request management, change management, capacity
management, operation level agreement (OLA) & service-level
management (SLA).
Achivement :
• No Sev 2 ticket being raised by users, reduce Sev 2 ticket being
generated by the system
• No aging ticket which more than 20 days, all tickets are solved within
Page 4 of 11

CHAU KEK VOON
SLA & ticket closed on 3 - 5 days.
Reason of Leaving :
• Frequently work on Weekend & Public Holiday for long hours.
• There isn’t room for me to growth.
Company : Ace Asia Pacific
Industry : Insurance
Position : Application Support Executive, Junior
Duration of Employment: July 2013 - February 2014
Work Description :
incidents.
• Ensure all subject matter is relayed in a timely manner and acted
upon conscientiously.
• Provide technical subject matter expertise to the team during
escalations.
• Drive overall improvement: compliance to quality process, incident
management, escalate issues like false alerts, tickets, flooding, tools
outage, etc to developers, own and ensure the escalation process is
executed based on the process established, own the risk
assessment and action plan, manage reporting requirements.
• Carry out monthly review and present to the MiDC Manager:
Performance against SLA, Ticket that miss SLA and other KPI
results.
• Liaise with IT Department infrastructure and development team
members to ensure that appropriate ACE systems standards are
continually being met and security is not compromised.
• Liaise with business units and encourage them to consider and
appreciate strengths and weaknesses of Information Technologies.
Reason of Leaving : Career Advancement
Page 5 of 11

CHAU KEK VOON
Company : BASS SDN BHD
Industry : Marinetime/Shipping
Position : Service & Support Consultant, Middle
Duration of Employment: March 2012 - June 2013
Work Description :
• Provides on-site or remote technical service and support to our
international customers (incident management, technical solution and
acceptance).
• To troubleshoot and ensure prompt resolutions to customers.
• To maintain a professional and proactive approach in meeting customer
needs and expectations as to achieve maximum customer satisfaction.
• To assist head of support to provide regular status report to internal and
external parties on timely basis.
• Provides SQL/Oracle scripts to customers for problem solving
• Go on board vessels for troubleshooting & problem solving such as Stolt
& NYKL Marinetime Company.
• Provides training for customer & end user
• Provides training & assistance for internal staff.
• Fairly familiar with the .NET architecture (Framework v3.5 and v4.0).
• Well known on below Modules by rating (5 is highest, 1 is lowest):
a) Maintenance 5
b) Operation 4
c) Document Manager 4
d) Replicator 4
e) Procurement 3
f) Review & Improvement 2
g) Safir 2
h) HRM 1
• Lead, coach, mentor, advice, & guide a number of 7 Service & Support
Consultants.
• Guide, advice, monitor, & be a mentor for all the Support Consultant.
• Be a Technical Advisor for all Support Consultant & Project
Consultant/Manager
• Provide planning & assign tasks to Support Consultant whenever there is
on-site support (on board of Vessel & office)
Accounts for Technical:
• Holding Technical accounts for few Marinetime company such as CMAC,
Page 6 of 11

CHAU KEK VOON
SMSG, SMTS, SAND, RCL, CDP, & STOLT
• Prepared & perform testing on Setup Kit, Upgrade Kit & Patch Kit for
Office & Vessel.
• Liaise with customer to get all requirements & information regarding
project upgrades.
• Setup, customize, troubleshoot & problem solving
• Prepared monthly reports for all the outstanding issues & completed
issues to customer.
Achivement :
• Holding Technical Account/Main Key person for few marinetime
companies.
• Be a mentor, leader for provide technical advice, guidance & training for
other support consultants.
• Problem solving & close ticket within 1 - 2 days
Reason of Leaving : Frequently travel to vessel for on-site support
Company : IRIS CORPORATION BERHAD
Industry : Manufacturing
Position : Software Engineer, Junior (May 2006 - March 2009)
: Software Engineer, Senior (April 2009 - February 2010)
: Software Support Engineer, Senior (March 2010 - March 2012)
Duration of Employment: May 2006 - March 2012
Work Description :
• 6 years hands-on experience in the development of applications using Microsoft's
C#.NET.
• Fairly familiar with the .NET architecture (Framework v1.1 and v2.0).
• Capable in the interpretation and implementation of XML based architectures.
• Have moderate experience in the deployment and usage of web services (Retrieval of
data).
• Well versed in the development of interfaces, mainly for web-based applications via the
use of CSS (Cascading Style Sheet), HTML, XHTML, ASP.NET and JavaScript.
• Experience in the development of application using OLEDB (DBF, MS. Access), FTP, and
SQL.
• 6 years hands-on experience in support, maintenance & monitoring of application,
system, server, workstation, hardware, devices & software.
• Familiar with SQL query for MS SOL Server 2000 & MS SQL Server 2005.
• Experience in writing simple Store Procedure & Functions.
• Experience in calling & uses Dynamic Link Library (DLL).
• Lead a number of 6 Technical Support.
• To assign tasks to Technical Support, provide the planning whenever there is an
Page 7 of 11

CHAU KEK VOON
implementation.
PROJECTS
Project Title : IdenCraft Identity and Access Management System
Oversea Project : Somalia, Cambodia, Nigeria, and Bahamas
Project Platform : Web Application
Type of Application : Front-end
Development Tool(s): .NET (C#, ASP)
Database(s): SQL Server
Project Description : AuthentiPass, is the other name for IdenCraft. This project is developed for
Somalia, Cambodia, Nigeria, Bahamas & other relevant countries National ID Cards, and E-Passports.
This system shall be operated by a group of authorized operators. Since this is a high security process,
it is crucial to centrally manage the usage of the workstations. For this purpose, the Identity and Access
Management System is developed. This system not only creates user and company profiles but also
assigns access permissions for a user. Each workstation shall first refer to the permissions assigned to
a user prior to allowing the user to access the application and produce the National ID Cards and/or E-
Passports.
Achivement:
• Accomplished all the modules & met the deadline without any bug in the application.
Project Title : EMV Certification at CCP System for IRIS Corporation Berhad
Project Platform : Windows Application
Type of Application : Back-end
Development Tool(s): .NET (C#)
Database : Microsoft Access
Project Description : EMV comes from the initial letters of Europay, MasterCard, and VISA, the three
companies which originally cooperated to develop the standard. EMV is a standard for interoperation of
IC cards ("Chip cards") and IC capable POS terminals, for authenticating credit and debit card
payments. IC card systems based on EMV are being phased in across the world, under names such as
"IC Credit" and "Chip and PIN". The EMV standard defines the interaction at the physical, electrical,
data and application levels between IC cards and IC card processing devices for financial transactions.
Portions of the standard are heavily based on the IC Chip card interface defined in ISO 7816.
Project Title : Cambodia e-Passport (Enrollment Module)
Types of Application: Front-end & Back-end
Achivement:
Module Accomplished
1. Familiar with calling Canon Camera SDK for capture LIVE photo.
2. Encode photo to Base 64 String, and save all the data into XML.
Page 8 of 11

CHAU KEK VOON
3. Create a XML document for writing data.
4. Read all data from XML & display it in UI.
5. Decode Base 64 String into normal picture from XML.
Project Title :ePetrol Card Kiosk
Project Description : This project divided into two types which are ePetrol Activation Kiosk, and ePetrol
Activation with SmartTerm. Petrol Card is a Malaysian payment instrument; addressing Malaysian
requirements using technology; operating within the Centralised Interchange of ePetrol. It is resident as
an existing application in MyKad. Petrol Card is a debit/credit or prepaid payment instrument supported
by the Malaysian fuel retail industry. Besides that, Petrol Card convenient because it uses chip
technology with PIN as a secure way to pay, and is an innovative and low cost way to pay for fuel
without cash. In this ePetrol Card, it divided into three main modules which are Display MyKad Info,
Activation, and Deactivation.
Achivement:
• Accomplished all the modules within the deadline.
Project Title : Kios Pembaharuan Pasport (KiPPas)
Local Project : Malaysia (Jabatan Imigresen Malaysia)
Development Tool(s): VB6, .NET (C#)
Database(s) : SQL Server
Project Description: KiPPas stand for Kiosk Penggantian Passport is the worldwide leading kiosk
which able to handle the process of renewal Malaysian Passport with technologically advanced. KiPPas
is offering the services most likely like ATM machine which make it much convenient to the public users.
With the introduction and usage of KiPPas in renewal passport application had leads to the integrity of
high technology which were embedded in the passport and MyKad chips. Hence, the KiPPas system
shall offer the fast service and reduce the waiting time of queue number and public users shall be able
to finish the renewal process within 5 minutes. By this kiosk, Jabatan Imigresen Malaysia is taking a
step ahead in realizing government mission towards high technology world.
Achivement:
• All modules has been accomplished such as changing 32 & 64 pages passport to 48
pages, calculation module, receipt printing, application form, web services, store
procedure, integrated with devices, PLC.
• Provided fast & accurate support, solution to customers
• Solved all issues within 5 - 30 minutes
Page 9 of 11

CHAU KEK VOON
• Be a leader while project roll out such as planning, decision making, leading,
advising & organizing.
• Be an application owner & main key person for the Kiosk.
Reason of Leaving :
• Career Advancement
Knowledge & Skills
Operating System : Windows (95, 98, NT, 2000, XP, Server 2000, Server 2003,
Vista, 7, Server 2008, Redhat Linux, Server 2012, 8)
Programming Language : VB6, HTML, XHMTL, XSL/XML, .NET (C#, VB, ASP)
Programming Script : Unix/Linux, SQL
Databases : MS SQL Server, MS Access, Oracle
Reporting & Documenting : MS Products (Excel, Project, Power Point, Words, Visio)
Networking & System Administration : Network Mapping,
TCP/IP, VNC, Active Directory, Domain Controller,
DNS, Virtual Directory, Firewall, Password
Management, User Right/Permission, TeamViewer
Other Skills/ Knowledge :
• Leadership Skill
• Planning Skill
• Problem Solving/Troubleshooting Skill
• Mobile OS (Fix/Repair iOS, Android, Root/Jailbreak)
Remuneration & Notice Period
Current Monthly Salary : RM 6,750 (Basic) + RM 800 (Fixed Allowance) = RM 7,550
Expected Monthly Salary : RM 8, 050 (Negotiable)
Termination Period : 1 month
References
Name: Samsuri Bin Abdullah
Company: IRIS Corporation Berhad
Position: Manager
Contact Number: 016 - 6602559
Name: Low Aik Boon
Company: BASS SDN BHD
Position: Head of Support
Page 10 of 11

CHAU KEK VOON
Name: Yem Cheang
Company: E2Open Development Corporation
Position: Director of Customer Success Engineering
Page 11 of 11

KV_ResumeAttachment_Updated 24112015

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to KV_ResumeAttachment_Updated 24112015

Similar to KV_ResumeAttachment_Updated 24112015 (20)

KV_ResumeAttachment_Updated 24112015