Senior Specialist
Maersk Global Service Centre (Phils.) Ltd.
Total years of experience :8 years, 7 Months
Position: Senior Specialist (2010 - 2014)
System: Web Tracking Tool / Gentran (EDI)
• Handles escalation of issues raised by team members.
• Raise an issue to Service Owners if there are major incidents happening in the system that may affect the business heavily.
• Create/Update necessary SOPs for the team.
• Create a knowledge repository for the team.
• Act as the second escalation level of the team. Provide expertise to complex EDI issues.
• Do quality assurance checks to maintain high-level customer service satisfaction.
• Do assessment to all team members, ensuring that they are all equipped with updated knowledge and understanding to all tasks given.
• Do training and coaching to team members as necessary.
• Submit productivity report to Service Owner weekly.
• Attend to biweekly conference call with Service Owner, discuss the current issues encountered by the team and create an action plan to resolve the issue and prevent it from occurring.
• Maintain the team's Excel macro.
• Create tools (macro via Visual Basic) for the team that will enable them to do the tasks more easy.
• Create tools in the system using SQL.
• Do additional tasks given by the immediate superior and/or Service Owner.
Position: Specialist (2007 - 2010)
System: Web Tracking Tool / Gentran(EDI)
• Monitor the service queue and ensure high quality response on all requests are given
• Troubleshoot / analyze data that are being transmitted between company’s system and client systems and vice versa which having an error or “Red Light”.
• Assign unknown Trading Partner Codes (_TP_NOT_FOUND) to their respective area / business address.
• Monitor Web Tracking Tool (GENTRAN) for any failed messages in EDI.
• Directly edit EDI files (e.g. 856, IFTMIN, 997 etc.) being transmitted to and from the EDI platform to other systems to ensure that critical processes are not disrupt.
• Answer and provide solution to user queries regarding EDI via email.
• Ensure that all “Red Lights” are properly taken care of as per SOP and all services are given as per agreement.
• Provide access to users in Web Tracking Tool (GENTRAN), ensuring that profile is created and given only as per requested.
• Administer password resets and profile updates to users in EDI.
• Handle migrations of new EDI support processes.
• Report any error in EDI to Business Process Owners that is beyond our scope, providing all the details necessary for them to identify the error.
System: BMC Remedy
• As an incident manager ensure the team does a proper root cause analysis for common / complex errors reported and work towards finding workarounds or a permanent fix within agreed time frame.
• Provide first line Business Support for all incidents and request reported by Business users including User admin process, controlled system updates, interface failures or any system/process issues causing disruption to the business.
• Co-ordinate & follow-up regularly with vendors and relevant stake holders on pending incidents/ request for faster turnaround time. Provide inputs for Change Request, User Training needs
System: Single Customer View (SCV)
• Review and approve the creation/amendment requests received from Damco SCV Users
• Administer USI roles - provide access to the workgroup users
• Conduct a Business Bulk Update (BBU) on the system
Position: Associate (2006 - 2007)
System: Damco Reporting and Track and Trace (Microstategy)
• Analyze and troubleshoot reports having any errors that customer (internal and external) encountered.
• Administer user access for the system.
• Assist in system release testing and other ADHOC task given by the prime mover or the Business Process Owner.
Position: PROCESS ENGINEER
Duties and Responsibilities:
• Ensures that production process flow and standards are implemented
• Check that standard requirements/specifications are followed by regular monitoring/inspecting
• Coordinates with the Engineering Division Manager concerning problems involving process procedures affecting quality and productivity.
• Prepare build sheets/diagram/flowchart/process controls for the use of production line
• Provides necessary study on technical aspects of manufacturing to the incoming product assemblies prior to production
• Make time study on workloads per given station when upgrading productivity/new product