ZHI JIAN MAK

Continue to lead delivery for 1.0 across Appian and Ruby on Rails.

Simultaneously co-lead development of the 2.0 middleware product, building distributed services in Golang with Temporal and light Vue.js.

Own the full engineering lifecycle — shaping scope, defining architecture, deciding what and how to prototype, and driving fast, focused delivery.

Work across both the legacy (1.0) and next-gen (2.0) versions of a government grants platform.

Lead cross-functional delivery on 1.0, overseeing both Appian and Ruby on Rails development, providing technical designs, coordinating with product, UX, and business teams, and ensuring implementation aligns with roadmap goals.

Contribute to 2.0 as a full-stack engineer, building features in Ruby on Rails, ReactJS, and PostgreSQL, while maintaining technical documentation and supporting engineering best practices.

Work on a government grants platform, building enterprise workflows on Appian, driving adoption of new platform features, and developing backend integration via custom Java Spring Boot APIs.

Optimise Oracle SQL queries to improve performance across critical modules.

Promoted to Assistant Team Lead, driving a 50% reduction in ageing tickets and improving SLA adherence through active incident management and team oversight.

Led rostering, workload distribution, and training of Deskside Support Engineers; anchored VVIP support and implemented process improvements including bot-based automation.

Provided L1/L2 EUC support in a Windows 7/10 environment at Tan Tock Seng Hospital, resolving issues across Microsoft Office, Outlook, network, and third-party applications.

Handled VIP/VVIP support including C-suite users, contributed technical and end-user documentation, and achieved the team’s highest case closure rate.

Assisted Project Manager in resource coordination and document control, streamlining tracking processes to enhance visibility and adherence to deployment deliverables.

Delivered hands-on end-user support during large-scale Windows 7 to 10 EUC migration, resolving OS, driver, and Microsoft Office issues through direct troubleshooting and user engagement.

Performed data validation and root cause analysis on system performance metrics, supporting accuracy checks and reporting for newly deployed infrastructure.

Configured and deployed on-premise server and network infrastructure, including RAID arrays, port channeling, load balancers, and failover systems for surveillance operations.