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Experienced Senior Technical Support Engineer at Quest Software with a strong focus on the erwin suite of data modeling and enterprise architecture tools. Proven track record in diagnosing and resolving complex technical issues, delivering high-quality customer support, and collaborating cross-functionally with product and development teams. Adept at translating technical concepts for diverse audiences, optimizing support workflows, and contributing to product improvement through customer feedback. Committed to ensuring client satisfaction and operational excellence in enterprise software environments.…Experienced Senior Technical Support Engineer at Quest Software with a strong focus on the erwin suite of data modeling and enterprise architecture tools. Proven track record in diagnosing and resolving complex technical issues, delivering high-quality customer support, and collaborating cross-functionally with product and development teams. Adept at translating technical concepts for diverse audiences, optimizing support workflows, and contributing to product improvement through customer feedback. Committed to ensuring client satisfaction and operational excellence in enterprise software environments.

Yap Hong Gee

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Experienced Senior Technical Support Engineer at Quest Software with a strong focus on the erwin suite of data modeling and enterprise architecture tools. Proven track record in diagnosing and resolving complex technical issues, delivering high-quality customer support, and collaborating cross-functionally with product and development teams. Adept at translating technical concepts for diverse audiences, optimizing support workflows, and contributing to product improvement through customer feedback. Committed to ensuring client satisfaction and operational excellence in enterprise software environments.…Experienced Senior Technical Support Engineer at Quest Software with a strong focus on the erwin suite of data modeling and enterprise architecture tools. Proven track record in diagnosing and resolving complex technical issues, delivering high-quality customer support, and collaborating cross-functionally with product and development teams. Adept at translating technical concepts for diverse audiences, optimizing support workflows, and contributing to product improvement through customer feedback. Committed to ensuring client satisfaction and operational excellence in enterprise software environments.

Available to hire

Experienced Senior Technical Support Engineer at Quest Software with a strong focus on the erwin suite of
data modeling and enterprise architecture tools. Proven track record in diagnosing and resolving complex
technical issues, delivering high-quality customer support, and collaborating cross-functionally with product
and development teams. Adept at translating technical concepts for diverse audiences, optimizing support
workflows, and contributing to product improvement through customer feedback. Committed to ensuring
client satisfaction and operational excellence in enterprise software environments.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Beginner

Work Experience

Enterprise Technical Senior Analyst at Quest Software

June 1, 2021 - October 31, 2025

Provide enterprise software support to external clients for Erwin Data Modeler, Erwin Web Portal, Erwin Mart Server and Erwin Data Intelligence Suite. Responsibilities include implementation, upgrades, migrations, customizations, and integrations; replicate customer environments in VMs/Labs; analyze product log files, traces, crash dumps, and events logs; collaborate with development to resolve defects; create and maintain technical documentation and knowledge base; maintain CSAT score around 9.7 and meet performance metrics; manage multiple open issues and follow up with clients to ensure full functionality after troubleshooting.

Technical Engineer at Quest Software

June 1, 2021 - June 1, 2021

Provided enterprise software support for Erwin Data Modeler Suite; performed troubleshooting and case resolution; replicated client environments; analyzed logs; worked with development to fix defects; created knowledge base content; upheld CSAT and performance metrics; prioritized multiple issues; documented processes.

Global Management of Change Technical Subject Matter Expert at ExxonMobil Chemical Asia Pacific

February 1, 2018 - February 1, 2018

Global Management of Change technical SME; reviewed MOC Initiator inputs and updated relevant lists; managed change requests across lifecycle; led a team of 3 MOC Coordinators; served as GMOC IT issue point of contact; maintained GMOC FAQ with known issues and resolutions; conducted GMOC classroom training; developed process improvements and KPI reporting; extracted and analyzed data from SAP and MS Access to drive improvements.

Events Executive (Contract for Singapore River Festival 2018) at Aux Media Group Pte Ltd

November 1, 2018 - November 1, 2018

Managed client communications and event planning for Singapore River Festival 2018; conducted pre-event budgeting and scheduling; produced weekly client reports; coordinated with external departments; vendor sourcing; permit and license applications; on-site inspections and ensuring event delivery within budget and timeline.

Admin Executive / Conference Executive at Ping Healthcare Pte Ltd

October 1, 2013 - October 1, 2013

Supervised daily office operations; provided admin and data management support; coordinated vendor communications and distribution logistics; managed a small admin team; organized conferences and client meetings; prepared agendas, minutes, and reports; arranged travel and logistics.