Thaniela Cayl Chan

• Identifying and diagnosing issues and problems
• Categorizing and recording reported queries and providing solutions
• Supporting problem identification
• Advising users on appropriate course of action
• Monitoring issues from start to resolution
• Documenting specific troubleshooting steps via ServiceNow tool

Other Tasks:

A. PeopleSoft Access Management Specialist

• Managed user access requests and profile creation for PeopleSoft, ensuring accurate permissions for employees.
• Troubleshooting PeopleSoft access issues and resolving user concerns efficiently.

B. Litmos Technical Support Analyst

• Managed user profile creation within Litmos, ensuring proper account setup and access for employees
• Resolved login issues, assisting users with authentication errors and account recovery.
• Uploaded training modules, supporting HR and learning teams in maintaining course availability.
• Provided troubleshooting support, diagnosing and resolving common system errors within Litmos.
  

• Testing and analyzing IT system and software performance
• Giving the best resolution to the incoming client/users and personnel IT queries remotely via chat and call
• Prioritizing and resolving concern and escalating serious issues to the specific resolver team
• Creating ticket via ServiceNow and documenting processes and maintaining records

Other Task:

Managed backlog tasks to ensure timely completion of pending work, improving overall efficiency and workflow.Prioritized and organized outstanding tasks, reducing overdue assignments and increasing productivity.

• Developed and maintained efficient, reusable, and reliable code for various software applications.
• Programmed applications and tools using object-oriented languages with goals for code abstraction, stability and reuse.
• Optimised website loading times by compressing images and minimising code, enhancing user satisfaction.
• Participated in code reviews, contributing to the improvement of project quality and team standards.