CONTACT INFO

CAREER

AI

TECHNOLOGY

INFO

Name: CHUA MING LIANG

Current role: Subject Matter Expert

Role description:

Google LLC certified subject expert on managing, maintaining, improving, and providing technical solution services with quality customer experience.

SUMMARY

A highly accomplished and results-oriented Technical Solution Expert with years of experience in designing, implementing, and optimizing robust technical solutions across diverse industries.

Experience in troubleshooting technical issues and assisting clients with their customers to resolve issues on web technologies quickly and accurately while providing smooth customer experience.

Author of best practices guidelines, co-author of multiple Standard Operating Procedures (SOP), representative of Project 305, Google Technical Solutions Team, and support-pillar of the business operation.

Trainer of a team, with a record of onboarded more than 70+ new employees, upskilled 80+ specialists' technical skills and knowledge, cultivated and produced more than 20 talents to Senior level position in Technical Specialist and Front-end Developer role.

EXPERIENCE

GoogIe LLC

in 2022 ~ present

Subject Matter Expert

Aug 2023 – Present
Responsibilities:

  • Co-manage teams within Google Technical Solutions
  • Assess interviewee skillsets and potential
  • Assess employees performance and competency
  • Review and enforce team rules, policies, guidelines and SOP
  • Monitor, maintain, and improve team performance
  • Onboard, teach and assess new joiners on necessary skills set
  • Train and upskill team members skills on related fields and products knowledge
  • Ensure employees has solid technical skills to provide smooth tech support and customer services
  • Guide and help team members on difficulties
  • Help team members on urgent requests and unforeseen issues
  • Review, revise, and integrate new project scope and technologies into existing workflow

Technical Solutions Specialist (Premium Agent)

Jul 2023 – Sep 2023
Responsibilities:

  • Provide the highest quality supports of Google Technical Solution to Gold program clients and their VIP customers/companies
  • Help team to meet SLA and maintain high availability and uptime
  • Provide tech support and customer service support to various web technologies of the Google Technical Solution
  • Provide tech and customer service support with multiple native languages based on regions
  • Provide multinational tech support with smooth customer experience
  • Maximize customer satisfaction
  • Resolve various technical issues of Google products encountered by customers
  • Provide robust technical solutions to help customers success in their business

Technical Solutions Specialist

Feb 2022 – July 2023
Responsibilities:

  • Support various web technologies of the Google Technical Solution
  • Provide tech and customer service support with multiple native languages based on regions
  • Provide multinational tech support with smooth customer experience
  • Maximize customer satisfaction
  • Online Tech Support with smooth Customer Service alike experience
  • Resolve various technical issues of Google products encountered by customers
  • Provide robust technical solutions to help customers success in their business

TDCX

in 2022 ~ present

Subject Matter Expert

Aug 2023 – Present
Responsibilities:

  • Manage teams within TDCX's project 305
  • Maintain good relationship of company and clients

Front-end Developer

Feb 2022 – Aug 2023
Responsibilities:

  • Support various web technologies of the TDCX's project 305
  • Assist clients to integrate software solutions
  • and trouble troubleshoot technical issues

Nexplatform -> FusionQB Sdn. Bhd.

in 2020 ~ 2022

Technical Consultant

Jan 2021 – Jan 2022
Responsibilities:

  • Gather & discuss requirements with clients
  • Design & develop custom software features
  • Estimate & plan project timeline
  • Maintain existing software & databases
  • Enhance existing software
  • Keep track of & resolve issues log
  • Provide customer supports
  • QA & test software, maintain code quality

Full-stack Developer

Nov 2020 – Jan 2022
Responsibilities:

  • Design & develop custom software features
  • Maintain existing software & databases
  • Enhance existing software
  • Keep track of & resolve issues log

Infinity Cardeco Entertainment Sdn. Bhd.

in 2018 ~ 2019

Full-stack Php Developer

Jan 2019 – Dec 2019
Job scope:

  • Design & develop custom logistic software system
  • Provide maintenance and tech supports

General Assistant

April 2018 – August 2018
Responsibilities:

  • Resolve day-to-day task and online orders
  • Stock management
  • Assist in logistic
  • Additionally develop an in-house software
  • Additionally prodive IT consultation

Qinetics Solutions Sdh. Bhd.

in 2019 ~ 2019

Software Support Engineer

July 2019 – Nov 2019
Responsibilities:

  • Resolve level 2 tickets
  • Optimize DNS systems performance
  • Fix bugs within production system
  • Develop in-house software tool

EDUCATION

BSc (Hons) in Information Technology
with Specialism in Information System Security

2018 - 2020

Diploma in Information and Communication Technologies

2016 - 2018
Asia Pacific Institute of Information Technology
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