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 partnership with the Ministry of Education of Malaysia, it is the first country in the world to adopt a single learning platform for all schools nationwide

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.• Analyze tickets reports from DWNG on weekly basis to maintain the Quality of ticket logging by agents and to monitor FCR for individual Team.• Work with NSTO ( New Service Take On ) Team on current and upcoming projects and support Operations Team to onboard new services by resource planning, organize training, communications and review the EKMS ( knowledge DB ) entry for the new service and if everything is good to go for implementation.• Setting the right Goals, draw guidelines, provide coaching, keep the Team up to date on latest processes and ensure they comply with it.• Report out to Business Manager on Team Performance, Team Absence, Team Attrition and resource planning, Team POSS ( Customer Satisfactions ), Quality of service delivery by Team and overall Action plan for improvement with timeline.• Manage individual career Development for Deputy and Team members for their own career progression.• Promote Fun working culture by leading the HP Shell Service Desk Fun Team project with allocated budget for activities as part of appreciation for Staff.

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 specific documentation to ensure quality standards are upheld Communicating issues arising from this documentation to the EKMS author where updates are required Being the single point of contact for technical / account specific issues for other HP teams Escalation of urgent/mishandled tasks Maintain documentation/procedures for tasks performed by SME

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 profile users from UK, EU, US, ANZ, and users that assigned anywhere in the globe for ROYAL DUTCH shell company. This includes• 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.• Effectively managing a high-volume of inbound and outbound customer calls, • Working with the WFM team to Ensure staff availability is always optimize to ensure all SLA is met. • Owning subject-specific technical documentation to ensure quality standards are upheld.• Communicating issues arising from documentation within the knowledge base author where updates are required.• Being the single point of contact for technical / account specific issues.• Escalation of urgent/mishandled tasks Maintain documentation/procedures.• Effectively managed a high-volume of inbound and outbound customer calls.• Diffuse volatile customer situations calmly and courteously.

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 company,Support includes technical in software, hardware,VPN,Citrix ,SAP and all other services offered by shell IT.These task includes:• 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.• Ensuring the user is able to get back to work at the fastest timeline by providing.elevated support• Work with technical teams to ensure all incidents are being actioned.• Assigned to work with VVIP users providing escalated support.

Art/Art Studies, General

Pursuing Degree, Computer Software Engineering