GRACE WONG

• Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
• Managed classroom behaviour effectively by establishing clear expectations, modelling appropriate conduct, and consistently enforcing established rules and consequences.
• Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
• Maintained accurate records of student progress, attendance, and behaviour to facilitate ongoing communication with parents about their child's educational journey.
• Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
• Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
• Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.

• Primary focus is providing quality instruction and assessment for both Computer and Digital literacy and business courses such as Leadership and Management, Entrepreneurship and New business, as well as Training and Assessment (TAE) to provide superior quality training to expand vocational education standards
• Help individuals identify strengths, develop plans, and move forward in their educational journey
• Provide valuable training for vocational education and training subjects
• Strive to impart skills, knowledge, and expertise to all students to make the most of opportunity
• Ensure every student leaves classroom feeling inspired, motivated, and fully equipped with necessary qualifications to thrive in their chosen field and adhere to relevant accreditation standards
• Passionate about increasing cultural capabilities that assist with learning strategies and offering alternative paths to develop skillsets across each subject matter
• Provide structured and accredited Training and Assessment courses for technology and business
• Undertake challenging projects to train adults with vocational studies, which helps sharpen their profile in markets
• The ability to structure curriculums with problem-based training methods provides adequate learning ground pertaining to IT and business setups
• Apart from delivering theoretical classes and guiding assessments, especially for adults converging into the deep seas of vocational education and training (VET).
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.

• Create cutting-edge applications to solve everyday problems, simplify frustrating tasks, and add awesome experiences to businesses
• Full-stack solutions include iOS and Android App Development Services with Native or Hybrid.
• Designed, developed, and implemented software applications for websites based on analysing requirements and understanding of industry technical standards.
• Designed customized solutions for proposals to potential customers.
• Collaborated with cross-functional teams to ensure seamless integration of new features.
• Adapted quickly to new technologies and programming languages, enhancing overall team productivity.
• Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
• Estimated work hours and tracked progress using Scrum methodology.
• Tested and deployed scalable and highly available software products.
• Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.

• Provide front-end technical customer support through analysis and resolution to highly complex questions, including usability, technical functionality, product configuration, and integration issues
• Comprehension and accurate documentation of complex product inquiries
• Collaboration with Support Planning Team members to facilitate relevant training
• Improvement of product quality through the identification and documentation of customer issues
• Key Responsibilities:
• Analyze customer logs and diverse customer environmental data to troubleshoot and recreate issues on approved test systems
• Work independently to appropriately prioritize workload and backlog; escalate issues to next level that require code interpretation to resolve
• Provide technical assistance to team member by coordinating ownership of support issue escalations for the product or product line

Highlight and achievement:

• Closed issues: 23, which is IRD: 1.53
• 24 new issues picked up
• Backlog kept at stable 18 issues
• L1 MTTR: 10.8 (target 11.9)
• L2 MTTR: 30.0 (target 46.0)

• Responsible for managing and resolving the most challenging issues for ServiceNow customers and communicating professionally over phone, email and webex as part of the Technical Support team
• Responsible for managing and resolving complex and the most challenging issue
• Identify, manage and follow up all incidents until resolution
• Debugging, reproducing and documenting all product defects reported by the customer
• Provide guideline and guidance to customer's request in order for them to best utilise ServiceNow product
• A customer-facing role with strong inter-personal skills providing support and resolution with excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.

• Supported the Lotus Notes infrastructure (Lotus Notes Domino Server/Client and Sametime application), Web proxy and Virtual Private Network (VPN)
• Architect and implement Lotus Notes/Domino infrastructure
• Maintain, install, and upgrade multiple Lotus Domino Servers
• Support, deploy and maintain multiple Domino databases
• Perform all aspects of daily Notes administration such as creating and deleting user ID's, setting up user access to databases, and monitoring server performance
• Provide day-to-day support for end users of Notes
• Understand mail protocols (SMTP, LDAP), manage mail routing, monitor the Domino infrastructure and respond to obvious problems and achieved in implementing and upgrading 2000 Lotus Notes users in Asia Pacific
• Achieved in helping to build a link between heritage systems, giving end-users the ability to more easily manage and shared the system solution with other JP Morgan Chase locations in Asia, Europe and US
• Achieved in implementing the VPN infrastructure to replace Remote Access Service in Asia Pacific.

• Provided 2nd and 3rd Level Support for 6000+ users in mixed environment
• Part of the team migrating Microsoft Mail users to Lotus Notes Mail
• Updated Notes Standards and procedures database, installed, migrate, test, release backup and decommission Domino serves
• Leaded in implementing of NT 4.0 workstation to business groups and initiated as a project coordinator and helped in supporting and implemented Netware 4.11 servers
• In New York and North America offices
• Tracked and documented service problems and solution strategies, managed project documentation
• Conducted root cause analysis to help resolve service issues and troubleshooting, determined and coordinated problem priorities from high priority level to low priority level in most high-risk area.