Enterprise Application Support/ GLOBAL APPLICATION SECURITY ACCESS ADMINISTRATOR - Container Cargo and Shipping Lines, Product Uploader (Flatfiles/Manual) , Amazon, eBay, Walmart/WM Connect, Shopify, ChannelAdvisor-Rithum, Homedepot, Wayfair, Etsy, WooCommerce, Vendio, Shopee, Netsuite, Order Management/Dispatching & Refund Processing, Order Cancellation, Case Management w/ Support, Customer Service Chat and Email Support, Inventory Management, Fedex Claim, Claim Processing
ACCOUNTABILITY:
• Upload/Update/Launch Listing to Amazon, eBay via Vendio, eBay via Chanell Advisory, Shopify, Yahoo
Store/Abacoo
• Listing/Page/Title Optimization
• Resell Product on eBay and Amazon using UPC
• Maintain and Update company’s spreadsheet.
• Download Flat Files per listing category.
• Convert Listing from NFBA to FBA or vice versa.
• Upload Enhance Brand Content / Comparison EBC’s, Video through A+ Content Manager (images provided by
graphic designer)
• Research on new launch / rumored electronic devices for North America/Canada and Europe / Tier 1, Tier 2 Tier 3
• Download Create Label Item/Barcode for Glass Listing and drop to designated drive
• List Device on Final List and Reassign Restock Date
• Assign SKU’s/UPCs and Create Upload CSV’s file
• Drop Mock Ups images into correct FTP path
• Verify Final Images created by Graphic Designer/create final image CSV’s and perform final image upload to all
channels.
• Download Fulfilment, Sales Report, FBA Inventory, Business Report, Restock Report, Inventory
Recommendation/Inventory Report/Active Listing, Dangerous Goods Report, etc.
• Unrestricted Device - to make it orderable
• Restrict Device (cancel/delete) – to make it unorderable
• Manage inventory, Price Update , Restock Date, etc..
• Manage Suppressed Listing/Stranded Listing
• Maintain Listing on Company Website
• Upload Resale electronic devices on eBay Auction via Channel Advisory Platform.
• Suggest Purchase Link by verifying first the correct device by matching: NAME, Model, YEAR of release, size, etc.
• Amazon Advertising Campaign (Amazon Seller Central)-----------
- Creation of Campaign
- Creation of Adgroup
- Create/Update Keywords match bid
• Repricing (Amazon Seller Central)
- Set up auto repricer, Set up manual repricer, Set up a price rule
•Directly report to Owner/CEO, Project Manager
Other Experience:
-Amazon Product Research
-Research profitable product on amazon via Viral-Launch/Jungle Scout based on CEO’s criteria
-Product Sourcing/Contact Supplier/Manufacturer on Alibaba.
- Order Processing
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Educational Attainment: Master in Management major in Management Bachelor of Science in Computer Science
Job Accountability: (Container & Shipping Lines)
Is to provide 1st and second level support to the global users of (OOCL-previous company) in terms of usage/system and data related issues. Analyze problems and give proper solutions and suggestions.
Conduct QA Testing and provide output to the system developers using our own inhouse application Provide/update global security access of local users including customers provide customer supports thru ----------- and cargosmart portal
Acting Deputy Team-Lead (Feb 14,2011 up Feb 10, 2013)-Attend Trouble Ticket review meeting/Project management meeting weekly basis as assign by the Team Leader.-Provide Global Announcement to NA,AP,EU user’s if there is any system related problem in the absence of Team Leader.-Notify Emergency Response Team for System Major Issue (If no response has been received from 2nd Level support within 1 hour) as directed by Team Leader.- Advise HKG Center to post a system announcement for any Global Issues which has a big impact on user’s daily work.
BUSINESS OPERATION SPECIALISTBIZ OPERATION MONITORING (equipment latency monitoring)- Determine end-to-end system path- Monitor execution, identify component/service dependency- Observe and monitor trend, determine any deviate from pattern- Spot exception, identify abnormal equipment trends- Trigger follow up action plan
GLOBAL APPLICATION SECURITY ACCESS ADMINISTRATORStrictly Manage, Monitor and update OOCL Application security access control and user profile assignment from Asia, Europe and North America. Review and follow up approval if necessary based on our Security Access Guidelines in order to avoid over-granted access to new hires which can increase the risk of possible fraud.- Conduct regular system access audit- Migrate current user profile- Reset system/ LDAP password of users.
CARGOSMART- 24/7 customer support availability for any inquiry related to CS Product; focal point contract- Owner and systematic tracking of the problem until resolved.- Prioritization and escalation of severity level. Coordinate ERS (enhancement) for customer.- Proactive assistance to ensure Customer Satisfaction.- Collect customer feedback on CS product and services.- Control of problem escalation amonst CS customer.- Continuous problem status update to customer advise to customer of target and actual fix time.- Conduct customer training.- Answer telephone call/Live Chat from customer.- Support JP24/AFR customer submission.- Promote CargoSmart Product to target Customer.CONDUCT QA TESTINGVerification of System after Cutover Release of different Platforms/Application as conducted by 2nd Level support/Developer every Sunday (Production Environment) /Verification of Code Fix after system’s major issue or user’s data problem using Pre-Production Environment such as QA1,QA2,QA3 etc.CUSTOMER SERVICE SUPPORT- Online , EDI, e-mail, SI end-to-end System PathDetermine Component Monitor ServiceIdentify the component throughput and latency – queuing-OOCL Top 50 customers booking service through different channels determine normal pattern by volume, by trade, by regionAssist customer’s queries such as (missing sailing schedule/cargo tracking/password reset/login concern/rail-billing booking request/booking follow ----------- registration issue/website issue)
DATA AND SAILING SCHEDULE DISCREPANCY MONITORING• Monitor OOCL’s Missing Sailing Schedule depending on database HIT Count / Monitor Visibility of Sailing Schedule once inputted in Backend table by support.• Monitor data synchronization thru Printing Fax EDI Email Tracking System.• Monitor EDI (electronic data interchange) Booking request exception thru EASCMON mailbox.
ACCOUNTABILITY:• Provide the 1st Level Support on the Enterprise Applications to the regions by filtering out the usage issues from the system-related issues. Communicate the recommended solution to the frontline colleague regarding the usage issues, in a simple, concise and easy to understand manner.- Educate region users on proper usage and propose workaround solution if a technical issue exists- Use sound judgment to d----------- of an SR warrants a TT creation by distinguishing between usage and system related problems.- Validate SR's specified urgency level, adjust as necessary and tactfully inform submitter.- Service all SECUR related requests.- Always honor Service Level Agreement no matter what.- Target max 20% of TT’s are usage-related.- Practice good Problem Management by ensuring all relevant data is recorded for all i----------- for KPI purposes.- Help in providing temporary solutions to give user peace of mind- Support ----------- users both internal and external- Liaise between users and VMC support teams to service requests- Coordinate data extraction and manipulation requests with appropriate supports• Work in collaboration with various support teams globally for all the system-related located issue. To register Trouble Tickets (TT), and to monitor the progress/status of the TT. Locate the root cause of technical issues and to ensure the solution is thoroughly tested prior cutover to production.- Diagnose issues from biz perspective, and to ensure the solution applies to different user cases- Add value to the process of SR/TT handling rather than simply passing or delegating issues• Assist to implement Enterprise Applications across global offices, monitor implementation, and to ensure successfully rollout.-Ensure effective implementation of TT-fixes to enterprise applications by participating in pre-rollout testing and post-cutover monitoring.• Monitor the effectiveness of the implementation & usage of the enterprise applications, and to identify areas of improvements in the business processes.• Attend duties for 3 shifts on a rotational basis, per accordance to the duty roster prepared by the EASC Head & Shift Leaders.-Ensure sufficient coverage for all the regions of the respective shift.•Ensure all the Service Request (SR) manages properly, using the EASC portal. Follow up all SR, keep all parties concerned and observed the Service Level Agreement (SLA) that have been defined for the different severities of the SR.
Verified
