ML C.

# ML C.

* contact info: +6O 12 - 6l4 2569 (Whatsapp only)
* checkout a 3D online resume here: https://chuaml.github.io/resume/

## Summary
I am a business and software development professional with a proven track record in delivering successful projects and maintaining high quality services. Not just software development, I am also experienced in dealing with business processes and people to help on solving unique problems. My academic foundation includes two Bachelor's degrees in Information System Security and IT, providing a strong understanding of both development and security principles. 
I am deeply committed to the art of software crafting, emphasizing thoughtful design, rigorous disciplines, and ethical considerations in every line of code throughout software, procedure, and people. I am here to help, let us grow businesses to be success now.



## Current Role

I am a software developer, technical solution specialist, consultant, and supervisor in TDCX's Project 305. My team and I work [with one of the biggest tech giants in the world](https://about.google/) and provide technical solutions to solve both theirs and their customers' problems.

I am also know for:
* Author of best practices guidelines, co-author of multiple Standard Operating Procedures (SOP), representative of Project 305, and support-pillar of the business operation.
* Trainer of a team, with a record of onboarded more than 20+ new employees, upskilled 50+ specialists' technical skills and knowledge, cultivated and produced more than 8 talents to Senior level position in Front-end Developer role.
* 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.


## Recent Achievements

### Level up the standard of team

Team's knowledge
* Within a year at TDCX's project 305, I was assigned by my team leader to frontier to tackle the team's toughest problems where no one before could solve; While most avoid the difficult and rare problems that were brought up by customers, I went to the uncharted territory. After trying, researching, testing, and then solving the problem, I then documented my findings and experience, to allow my team members to gain the insight on how to solve problems that were never seen in team before.

Standard of team
* Within a year, I have introduced my team to new tool, technology, and workflow to greatly improve the team's standard and the quality of written software code. My team and colleagues went from surgeons who perform operations with a kitchen knife to surgeons who use a quality scalpel.

### Improve Standard Operating Procedure

Set a good example
* New way of scoring employee's competency was introduced in 2023, by categorising tier into [ Gold, Silver, Bronze ] Highest to lowest quality demand respectively. My working style and performance have been elected by management to be the new good example on how to handle tasks effectively in the Gold and Silver level tier. As a result, new KPI metrics were introduced along new Standard Operating Procedures (SOP) to employees who are eligible for Gold and Silver tier.

Co-author SOPs
* Assisted client to maintain and introduce new Standard Operating Procedures (SOP) and guidelines; I assisted clients to patch more than 15+ SOPs and I am author 1 new SOP.


### Expansion of team

Increased team's size
* Help team to steadily increased team size from 15 core employees to ~50 employees over the years in 2022 to 2024
* Assisted company to onboard 20+ new joiner and train more than 50 employees

Guidelines and documents
* Written more than 10 quality documents with dozens of guidelines to prevent and solve the previously undocumented problems.
* Produce more than 4 new custom training materials to assist on upskilling employees.

New scopes and responsibilities
* With the new and significantly improved quality of the team's skill, the company is able to expand the job scope, taking more tasks and responsibilities from clients with new SLAs.

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## Experience

**Subject Matter Expert** (*_current_)
* with TDCX
* Responsibilities:
    * Manage teams within TDCX's project 305
    * Monitor, maintain, and improve team performance
    * Teach and assess new joiners on necessary skills set
    * Train and upskill team members skills on related fields and products knowledge
    * Review and enforce team rules, policies, guidelines and SOP
    * Guide and help team members on difficulties
    * Help team members on urgent requests and unforeseen issues

Senior Front-end Developer (_Nominated_)
* with TDCX

Front-end Developer - Premium Agent
* with TDCX
* Responsibilities:
    * Provide the highest quality supports of TDCX's project 305 to Gold program clients and their VIP customers/companies
    * Help team to meet SLA and maintain high availability and uptime
    * Support various web technologies of the TDCX's project 305
    * Provide multinational tech support with smooth customer experience
    * Maximize customer satisfaction

Front-end Developer
* with TDCX
* Responsibilities:
    * Support various web technologies of the TDCX's project 305
    * Provide multinational tech support with smooth customer experience
    * Maximize customer satisfaction

Technical Consultant
* with FusionQB
* 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 Php Developer
* with Cardeco Entertainment Sdn. Bhd.
* Responsibilities:
    * Design & develop custom logistic software system
    * Provide maintenance and tech supports


## Education

BSc (Hons) in Information Technology
_with Specialism in Information System Security_
Asia Pacific University


BSc (Hons) in Information Technology
_UK Degree_
Staffordshire University


Diploma in Information and Communication Technologies
Asia Pacific Institute of Information Technology