Jessie Lim

Led end-to-end Loan Origination System (LOS) implementation, reducing loan approval turnaround time by 40% through workflow automation and straight-through processing. Directed cross-functional teams and vendors to integrate LOS with core banking, CCRIS, AML/KYC, and valuation systems, ensuring compliance with Bank Negara Malaysia regulations.

Managed IT projects using Waterfall, SCRUM, and Agile methodologies, contributing to ITSM ServiceNow CSM SPARK deployment and GEMA Migration. Led end-to-end ServiceNow implementation projects, coordinating cross-functional teams and ensuring adherence to project management best practices.

Engaged in the Government e-Invoice program, overseeing project management for PILOT implementation and Phase 1. Tracked deliverables, monitored risks, and coordinated reporting using Microsoft Project, while managing governance and organizational change management.

Oversaw the Enterprise Content Management Systems (ECMS) project using Agile and Waterfall methodologies. Managed cost control, budget, and resources using OTOBOS framework, and facilitated project meetings and governance.

Assisted in IT SOX Security Cyber14 Phase 1 & 2 Remediation Project, implementing IT Risk Compliance. Conducted risk assessments, managed SOX RACM, and engaged in internal and external audits to ensure compliance with ISO 27001 and PDPA.

Managed the IT Service Desk team, ensuring call center applications and technologies ran as designed. Analyzed real-time metrics to determine SLA risks and maintained operational performance statistics.

Managed high-severity incidents and oversaw the end-to-end incident lifecycle. Conducted Root Cause Analysis and supported IT SAP Change Management processes, ensuring compliance and knowledge transfer.

Provided technical support for POS Retail and XML applications for 7-Eleven Australia. Coordinated software testing training and implementation, and assisted the Director of IT Technology.

Coordinated day-to-day operations for a team of Call Centre Agents, ensuring effective service delivery. Managed a 24x7 call center service operation, ensuring adherence to SLAs and KPIs.

Supported ICT management strategies and systems integration across country offices. Delivered Tier 1 support and incident management for UNDP IT applications and Microsoft collaboration tools.

Acted as central point of contact for procurement activities for Site Systems PMs. Managed procurement, liaised with Contracts & Procurement teams, and resolved ledger alignment gaps.

Assigned to a major IT transformation project (Philips Transformation Migration Project), responsible for developing and coordinating business requirements. Applied Waterfall methodologies and Microsoft SharePoint for project operations.

Provided frontline technical support and managed incident and change management. Monitored systems and networks, and coordinated with service desks and vendors.

Drove sales of specialized dynamic modelling software and consulting services to major oil and gas companies. Managed key accounts and collaborated with engineering support to propose solutions.

Delivered projects on time and within budget, determining client requirements and managing resources. Monitored project plans, managed risks, and coordinated with global teams.

Led the ServiceDesk team, ensuring 24x7 support and service level compliance. Managed staff KPIs, quality, and documentation, and participated in audits and improvement initiatives.

Provided 1st level support via telephone and email, and managed the operational activities of the Global Call Centre. Implemented and managed a 24x7 operational environment.

Acted as escalation point and initial contact for customer support requests. Provided technical support, monitored incident tickets, and contributed to service delivery improvement.

Ensured the entire billing cycle for monthly billing invoices, generating back Vend processing from raw CDRs. Validated and generated summary billable invoices and analyzed call trends.

Provided customer service support for hardware and software, and supervised the database/inventory system using Microsoft Access. Monitored customer database tracking and followed up on purchase orders.

Responsible for SWIFT transactions and supporting bank transfer of funds. Prepared Letter of Credit and monitored daily transactions, posting general ledger through Silverlake Systems.

Supported front and back-end processing for hire purchase loans on accounting entries using Silverlake Systems. Managed AS400 Operating System and Silverlake Systems, and handled bank reconciliation.

Completed a Higher Diploma in Business Computing & Information Technology in 2000.