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M. Emily Chang

Support Engineer gitlab support tanuki

Career Summary

Support engineer with 2+ years experience in system administration, certified by ITIL Foundation and AWS Solutions Architect - Associate (Expired). Primarily worked with financial products such as loan management software and credit-scoring system as a developer and system administrator.

Work Experience

Support Engineer (APAC)

GitLab Inc.
Aug 2020 - Present

  • Resolve customer issues via email and video conferencing.
  • Collaborate with our Product and Development Teams to build new features and fix bugs.
  • Create or update documentation based on customer interactions.
  • Collaborate with team members across Asia-Pacific (APAC) region and globally to solve issues and improve processes.

Technologies used:

  • git
  • Zendesk
  • GitLab
  • Linux
  • Docker
  • PostgresSQL
  • Ruby on Rails

System Administrator

Arvato Systems Malaysia Sdn. Bhd.
May 2018 - August 2020

  • Troubleshot components running on Linux and Windows servers through ticket monitoring (ITIL Incident and Problem Management)
  • Worked in virtual team with members from Germany and Latvia to maintain servers (monthly reboot), automate processes and provide infrastructure support for Atlassian products (upgrades, migrations and monitoring) hosted on company's servers.

Achievements:

  • Successfully migrated Jira and Confluence applications with over 3000 users to a new server with minimal downtime.
  • Responded to high incident tickets generated from application servers to achieve SLA requirement of 99.99% uptime.
  • Rewarded STAR Award for receiving recognition from Head of Department, Custom Application Services in Germany.
  • Crowned Champion in Innovation Day 2019 (Go Green app mockup), 1st Runner-up in 2020 (Healthy lifestyle app mockup) and 2nd Runner-up in 2018 (Auto-alert system used during emergencies).

Technologies used:

  • Linux
  • HPSM
  • Atlassian products
  • Powershell scripting
  • Bash scripting
  • PostgresSQL
  • UCMDB

Software Engineer/Business Analyst

Juris Technologies Sdn. Bhd.
Sep 2017 – May 2018

  • Developed customised functions for end-to-end collection recovery loan management system for public sector home financing board.
  • Designed the structure of the website templates using HTML/CSS to improve efficiency in setup webpages.
  • Gathered business requirements from users and stakeholders during User Requirement phase.

Achievements

  • Produced 300+ pages of Software Requirements Specification document including process flow and business description within 3 months.
  • Took on the role as Scrum Master for one of the sprints.
  • Was selected to voice the IVR system for company hotline.

Technologies used:

  • PHP
  • IBM DB2
  • Oracle PL/SQL
  • AdoDB
  • PHPlens
  • AJAX
  • Microsoft Visio

Software Quality Assurance (Intern)

IBM Malaysia Sdn. Bhd.
Dec 2016 – Mar 2017

  • Tested over 200 traps for OMNIBus Integration and complete build a week ahead of schedule.
  • Reduced testing time by writing automated test scripts for new product, Cloud Event Management using Mocha framework.
  • Recommendation Letter available here

Technologies used:

  • JavaScript
  • Mocha
  • Datadog
  • eclipse

Education

BSc Computer Science (with First Class Honours)

Sunway University
2014 - 2017

Courses:

  • Artificial Intelligence
  • Digital Image Processing
  • Computer Security
  • Database Management Systems
  • Distributed Systems
  • Discrete Mathematics

Co-curricular Initiatives:

  • Student Representative for Bsc Computer Science August 2014 Intake
    Gathered opinions and feedbacks to the committee of Department of Computing and Information Systems.
  • Secretary of Sunway Analytics Society (SAS)
    In charged of taking meeting minutes and writing reports and attend various technical training like RapidMiner, SAS Programming.
  • Peer Leader in Peer Assisted Learning Programme
    Worked with multiple batches of junior by providing assistance to solve problems on first year subjects together.

    Subjects covered:

    • Programming Principles
    • Problem-Solving
    • Computer Organisation
    • Calculus
  • Inter Cultural Exchange (ICE) 2015 in Lancaster University, UK
    Represented Sunway University and performed community service to the local community through collaboration with international students.
  • Microsoft Student Partner (MSP) 2017
    Conducted a workshop on how to deploy web applications to Azure, assisted in Microsoft Imagine Cup Finals 2017 and completed Microsoft Bot Framework training.

Foundation in Engineering, Science and Technology
(with Distinction)

KBU International College
2013

Now known as First City University College.
Was awarded Book Prize and received Merit Scholarship.

Courses:

  • Applied Physics
  • Material Science
  • Foundation of Electrical and Electronic Engineering
  • Engineering Mathematics
  • Mechanics

Skills & Tools

  • Customer Support
  • Linux System Administration
  • PHP Programming
  • Python Programming
  • Bash Scripting
  • MySQL
  • PostgreSQL
  • MongoDB
  • Code Review
  • Git
  • Unit Testing
  • WordPress
  • HTML/CSS
  • Documentation
  • Presentation

Publication

  • SQL & NoSQL Database Comparison: from Performance Perspective in Supporting Semi-Structured Data
    Authors: Chang, M., Chua, H. (2019)
    Advances in Information and Communication Networks, pp.294-310. View Publication here.

Certification

Conference

  • Future of Information and Communication Conference (FICC) 2018
    Singapore
    April 2018
    Presented my paper titled "SQL & NoSQL Database Comparison".
  • International Conference for the Integration of Science, Technology and Society (ICISTS) 2017
    KAIST, South Korea
    August 2017
    Worked on how to increase the usage of Virtual Reality (VR) technology. Presented on a solution of introducing travel through VR.
  • ICISTS 2016
    KAIST, South Korea
    August 2016
    Worked on solving problems of online fake reviews through a new system that focuses on trusted reviews from friends and family.

Volunteer

  • Advisor of D2Y
    Buddhist Youth Organisation
    March 2019 - Present
    Advise leaders of Buddhist youth group to organise and facilitate youth activities such as donation drives, leadership camp, caroling, amazing race etc. Previously, was appointed as President and Publicity Director.
    Website: d2y.my

Language

  • 🇬🇧 English (Proficient)
  • 🇨🇳 Chinese - Mandarin & Cantonese (Proficient)
  • 🇲🇾 Malay (Proficient)
  • 🇰🇷 Korean (Conversational)

Interests

  • 💞 Community Work
  • 🗣️ Language Learning
  • 📺 Watching TV Shows