Aaron Daniel Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Managing and leading the maps teams in the Asia Pac region for an exclusive client delivering best in class support

Leading the operations and strategic implementations within the support team, working together with the HOD and project managers in effectively serving and resolving all support scope. Frogasia is an education technology social enterprise that is implementing a virtual learning platform in all 10,000 government primary and secondary schools in Malaysia, in.

Cyberjaya

• Manage the performance of all direct reports to hit the target of aligned KPIs on a monthly basis.
• Ensure Overall Individual Team performance is always at optimum level in terms of service delivery towards projected SLAs on monthly, quarterly & yearly basis.
• To ensure processes based on ITIL framework is adhered to at targeted level.
• Engage with L2, L3, CCMS ( Customer Care Team ), Request Management, Focal Points and inter bundle Teams for Business continuity and to restore services on time.
• Investigate, Analyze and execute action plans based on each Less Satisfied Surveys received on monthly basis as part of Service Improvement plan for Service Desk.
• Support Service Desk Operations team in their daily operations to sustain performance on SLAs.

Cyberjaya

 Provide staff with the first point of contact for technical support, product support, client processes and procedures and escalations Tools, process and procedural authority to assist the trainer and training facilitator within the team Deliver and implement training and process information for new hires and existing staff Includes: Owning subject.

Cyberjaya

• This role is designed to provide the service desk team with the first point of contact for technical support, product support, client. Processes, and procedures, which include customer service escalations from high.
• Being a point of contact for all technical solutions which are software/hardware/VPN/Citrix and service migrations.
• Assisting agents with the transition into the teams Delivering quality by adherence to EDS methodologies and quality management system
• Handling escalation calls by VVIP users thru incoming and outgoing calls globally across all regions
• Assessing new software service take on’s by mitigating all risk impacts towards the service desk and end-users.
• Working together with the tools teams to ensure that all service desk systems are maintained and available at all times.

Cyberjaya

• This role is designed to provide first-class customer service support to all users globally around the world which includes UK,EU,US,ANZ and users that assigned to work anywhere in the globe for the ROYAL DUTCH shell.
• Handling incoming and outgoing calls to customers globally across all regions and delivering first class customer support.
• Providing first call resolution interaction with global customers of the shell it users to troubleshoot their all it systems-related incidents
• Handling all incoming and outgoing calls and emails
• Perform technical support tasks including call handling, problem identification, logging and Tracking, resolution, and escalation, as appropriate.
• Maintaining performance KPI set.

Art/Art Studies, General

Pursuing Degree, Computer Software Engineering