Open to opportunities

Kimberly Tang

@kimberlytang1

Message

Technical Support Engineer passionate about problem-solving and customer satisfaction.

Australia

Message

What I'm looking for

I am looking for a challenging role in a dynamic environment that fosters growth.

I am a dedicated Technical Support Engineer with a strong background in providing exceptional customer service and technical solutions. My experience at Brightcove Australia has honed my skills in diagnosing and resolving complex issues related to video technology, ensuring high customer satisfaction and adherence to service level agreements. I thrive in dynamic environments where I can leverage my technical expertise and problem-solving abilities to deliver effective solutions.

Previously, I worked as an Implementation Consultant at Openway Group, where I managed client projects and provided technical knowledge to enhance product configurations. My achievements include successfully implementing a minimum payment calculation project for a bank in Cambodia and being recognized as the best employee of the year in 2021. I am passionate about continuous learning and sharing knowledge with my peers, which I demonstrated by providing training to junior consultants.

With a Bachelor’s degree in Computer Science and a strong foundation in software engineering, I am eager to contribute my skills to a vibrant organization that values hard work and offers opportunities for career growth. I am particularly interested in roles that challenge me and allow me to utilize my technical skills in innovative ways.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Brightcove Australia

Jan 2022 - Present (3 years 5 months)

Delivered front-line technical support to Brightcove customers by diagnosing and resolving issues related to video playback, encoding, CMS integration, and platform performance. Collaborated with Tier 2 engineers and internal product teams to escalate complex cases, ensuring timely and accurate resolution. Implemented custom solutions for customers when user interface settings were not possible.

Video Encoding Troubleshooting Ticketing Systems Live Chat Email Support

Implementation Consultant

Openway Group

Jan 2019 - Dec 2022 (3 years 11 months)

Escalated technical issues and assisted in their prompt resolution, carrying out specific research for technical queries and providing guidelines for product configuration. Managed and prioritized daily tasks based on business impact, maintaining focus on service level agreements. Implemented a new minimum payment calculation project that successfully went live for a bank customer in Cambodia.

Jira Project Management Stakeholder Management Java Pipe Development Analytical Skills

Junior IT Support

Intuitive Systems Sdn. Bhd.

Jan 2018 - Dec 2019 (1 year 11 months)

Assisted with Bio-ID implementation by researching and solving challenges related to matching fingerprints from different manufacturers, reprogramming existing fingerprint matching programs with Java. Carried out manual testing for the Palm Oil Estate Management ERP System and wrote test reports on discovered issues. Designed user interfaces and process flows for a documentation archiving manageme

Bio ID Fingerprint Matching Java Manual Testing ERP Systems User Interface Design Documentation

Shop Assistant

UniStore (UCTS Coop Shop)

Jan 2015 - Dec 2018 (3 years 11 months)

Assisted customers with photocopying and printing documents, and handled cash as a cashier, balancing till takings at the end of shifts. Conducted monthly stock takes and investigated variances, demonstrating a strong focus on details.

Customer Service Till Balancing Inventory Management

Mathematics Tutor

Learning Fun Tuition Centre

Jan 2016 - Dec 2018 (2 years 11 months)

In charge of primary level mathematics tuition classes, mentoring and driving junior students to complete their mathematics homework. Improved interpersonal and oral communication skills through direct student interaction.

Mentoring Communication Skills Interpersonal Skills

Education

Degrees, certifications, and relevant coursework

University College of Technology Sarawak

Bachelor of Computer Science (Hons), Software Engineering

Grade: CGPA 3.56 out of 4.0 (Second Upper Class)

Activities and societies: Champion of Poster Design Competition (2018-2019); Attended Entrepreneurship Talk on Triz; Committee Member and Secretary of University College of Technology Sarawak’s Multi Culture Club (2016-2017); Completed home nursing training, Advanced First Aid (AFA), and CPR, awarded Outstanding Youth Member by Malaysia Red Crescent Society.

Completed a Bachelor of Computer Science (Hons) in Software Engineering, achieving a CGPA of 3.56 out of 4.0 and Second Upper Class honors. Published degree research in the Borneo Journal of Sciences and Technology and consistently earned Dean's List Awards.

University College of Technology Sarawak

Foundation, Science

Grade: CGPA 3.19 out of 4.0

Undertook a Foundation in Science program, achieving a CGPA of 3.19 out of 4.0. This program provided a strong academic foundation in various scientific disciplines.

SMK Tung Hua

Malaysian Certificate of Education, General Studies

Grade: SPM

Completed secondary education, culminating in the Malaysian Certificate of Education (SPM). This involved a comprehensive curriculum across various academic subjects.