United Kingdom
Payments and Fintech specialist with extensive experience supporting real-time payment infrastructure, payment orchestration platforms, SWIFT messaging, ISO20022 integrations, and high-availability production systems. Proven expertise in application support, transaction monitoring, incident management, API troubleshooting, and client integrations across APAC, EMEA, and US regions within fast-paced financial environments. (English, Mandarin and Cantonese speaking)
Temporary ICT role while stabilising in UK market and family duty, now targeting return to payments fintech. • Served as the primary contact for hardware and software support, addressing school IT queries. • Handled 95% of daily technical inquiries, ensuring high service levels were maintained. • Collaborated with staff to troubleshoot issues, enhancing the overall learning environment. • Developed strong problem-solving skills while adapting to a temporary ICT role in the UK market.
• Collaborated with the development team to maintain and troubleshoot various applications and systems. • Worked with API requests and responses to enhance user integration with applications. • Created SQL reports to generate insights and identify areas for improvement. • Served as the primary communication point for key clients like TikTok and Cainiao, strengthening client relationships.
• SWIFT Certified Specialist - SWIFTNet, Market Infrastructure, AU-NPP, ISO20022, Eurosystem Single Market Infrastructure Gateway (ESMIG), Alliance Gateway Instant (AGI), SWIFTNet Link (SNL), SWIFT Alliance Gateway (SAG) and Hardware Security Module (HSM) • Product champion in APAC region for Australia New Payment Platform (AU-NPP) managed two staff • Chair AUNPP weekly meeting, document AU-NPP products training materials and provide training to APAC / EMEA / US regions support staff and Confluence knowledge base articles and SharePoint • Manage to maintain %99.99 uptime for the AU-NPP system throughout the year • Facilitate 70% of AU-NPP tier-1/2/3 technical queries related to Payment Gateway, Domestic Messaging Channel, HSM and VPN connectivity issue via Salesforce, phone call and Bomgar. Platform operated on Linux RedHat and AIX systems, familiar with SSH and WinSCP • Real-time monitoring of various SWIFT products. Frequent use of Kibana and Oracle-based DataWareHouse (DWH) tools for monthly data retrieval per bank request • Vendor management - key contact point for AU-NPP addressing service • Primary staff in executing AU-NPP emergency procedure (suspension/re-instate) via SAP application • Closely worked with Development and Network team and contribute over 600 escalations and 200 feature requests • Key staff engaged in AU-NPP latest mandate payment add-on project via different testcases and report via Confluence • Completion of VPN migration for all AU-NPP Australian bank participants with high customer satisfaction from New Payment Platform Australia Ltd (NPPA) • Facilitate 5% of European bank clients ESMIG and TARGET case • Maintain sound relationship with Australian and European participants and stakeholders New Payment Platform Authority (NPPA) and European Banking Authority (EBA). • Volunteer to maintain internal infrastructure such as VM servers, HSM devices and Juniper SRX 345 VPN boxes in Hong Kong data centre.
• To provide application, administration and helpdesk support for various computer systems of C&ED including IT assets system(ITAS) approximately 350 users • Involved in Hong Kong government SmartCity Artificial Intelligence projects in collaboration with IBM • Involved in Hong Kong government SmartCity Artificial Intelligence projects exhibition • Succeed in identifying 82% if the existing unused hardware / software inventory for revival and disposal • Manage to 100% resolve users queries in assigning, locating and transferring hardware, software and between different teams in Customs department • To assist in conducting maintenance of Corporate Data Model (CDM) and conduct data alignment analysis
• Supervised team of 11 (6 in Philippine branch and 5 in Hong Kong branch) • Onsite training (Philippine and Hong Kong office) and knowledge sharing among Customer Support team. Strong Words/Excel presentation skill • Facilitate 33% of APAC dayshift customer and 70% of EMEA/US nightshift technical queries via phone call and email ticketing and live chat system of KAYAKO ticketing system. • Able to 100% address customer complaint and escalation to head of Customer Support department • Chair morning video conference meeting with Hong Kong and Philippine team via Zoom. • Familiar with online backup/restore knowledge such as Exchange database/mail-level, Oracle database/log, Lotus Note database/log, MySQL database, MSSQL database/log, file backup, Hyper-V, ShadowProtect, Bare Metal and VMware • Provide remote support via RDP, LogMeIn, SSH, VNC viewer and Bomgar • Sales achievement - complete one of the biggest individual sales deals (Note: £13,500 revenue, 300 OBM licenses & OBS server license sold) on behalf of Customer Support team for the company • Reproduce customer reported issues and scenario testing on VM/ESXi instances. Understanding of networking and TCP/IP • Familiar with Software Development Life Cycle (SDLC). Involved in primary products testing of AhsayOBM/ACB/OBS/RDR in every version • Involved in customisation of rebranding for different backup solution providers mainly in Europe and the US • Board meeting across Development team and Quality Assurance team to make sure the software development cycle is complete • Over 60 bug reports and 40 enhancement requests submitted. • Hands on support experience with Thecus/QNAP/NetGear/Buffalo NAS devices and SAN, iSCSi storage. Actively involved in onsite backup server installation • Sound knowledge of HTML, XML, Perl, Shell script Bash/Batch • Once a month weekend coverage with one man handling all weekend new queries
• Account manager of 250 premium enterprise clients. 24*7 application support service via email, livechat, phone and on-site support with high customer satisfaction. • Analyze online backup/restore tier-1 and tier-2 technical issues such as Exchange database/mail-level, Oracle database/log, Lotus Note database/log, MySQL database, MSSQL database/log, file backup, Hyper-V, ShadowProtect, Bare Metal and VMware and provide solutions • Develop and implement effective customer support workflow • Familiar with Windows operation XP/Vista/7/8/NT/2000/2003/2008R2/2012 and Linux RedHat, AIX, Centos and Debian GNU • Familiar with Software Development Life Cycle (SDLC). Involved in primary products testing of AhsayOBM/ACB/OBS/RDR in every version • Sales achievement - convinced 30 customers to join Customer Revival program which contributed £6,000 revenue to the company • Liaise with Development, QA and Sales team for customers and provide solutions • Reproduce customer reported issues and scenario testing on VM/ESXi instances • Over 500 bug reports and 240 enhancement requests submitted. • Provide remote support via RDP, LogMeIn, SSH, VNC viewer and Bomgar • Manage and carry out pre-sales technical activities of Customer Support team