Aldrin Ramos Email & Phone Number

Petaling Jaya, Selangor, Malaysia

• Lead the RSHD team who provide an outbound technical support via remote desktop tools or should the need arise attendance to users place of work.• Remain the Primary Support for GCS and support the floor when ticket escalation spike.• Act as a further escalation point for unresolved or escalated incident.• Lead in the development of good customer service practices and adhere to all service management principles.• Responsible to report to SDM on any issue that could… Show more • Lead the RSHD team who provide an outbound technical support via remote desktop tools or should the need arise attendance to users place of work.• Remain the Primary Support for GCS and support the floor when ticket escalation spike.• Act as a further escalation point for unresolved or escalated incident.• Lead in the development of good customer service practices and adhere to all service management principles.• Responsible to report to SDM on any issue that could significantly impact the business and operation.• Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.• Ensure team member take ownership of tickets and be proactive when dealing with user issues.• Ensure all incidents are logged in the system is fit for purpose and is used effectively and efficiently by the team.• The TL liaises with NOC (s) and it Control Centre teams to ensure any incidents that cannot be resolved are appropriately escalated.• Adopting ITIL best practices where possible and continue to deliver an improvement of process and controls within the team. Show less

Petaling Jaya, Selangor, Malaysia

 Provide remote technical support for customer via telephone, email and other appropriate means for Konica Minolta product and services while maintaining logs of all worked performed and processed for reporting to supervising manager. Provide technical support for APAC countries regarding the Y-Soft SafeQ software embedded to the Konica Minolta machine. Identify, organize and monitor tickets according to priority on first-in first-out basis and follow up with customers to ensure… Show more  Provide remote technical support for customer via telephone, email and other appropriate means for Konica Minolta product and services while maintaining logs of all worked performed and processed for reporting to supervising manager. Provide technical support for APAC countries regarding the Y-Soft SafeQ software embedded to the Konica Minolta machine. Identify, organize and monitor tickets according to priority on first-in first-out basis and follow up with customers to ensure issues arising are being handled expediently and resolved in timely manner. Implement standards and procedures to quickly and efficiently provide problem determination and resolution. Responsible in providing guidance to customers on installation of drivers for Window/MAC computer and educate customers on operating system while delivering the best Customer Experience by adhering to the Company policies and procedure. Advise and inform the Management of all incidents, irregularities that occur in the job environment or situation related to job. Work along with team member to achieve team designated KPI and perform other related duties as and when directed by superior. Show less

Petaling Jaya, Selangor, Malaysia

 Provide remote technical support to customers via telephone, e-mail and other appropriate means for Fuji Xerox products & services. Accountable for cases that logged by customers and manage them to resolution effectively and proactively. Delivers the best customer experience by adhering to the Company policies and procedures. Use and develop problem-solving techniques to resolve customer issues and enquiries as to achieve key stakeholders satisfaction. Educate and guide… Show more  Provide remote technical support to customers via telephone, e-mail and other appropriate means for Fuji Xerox products & services. Accountable for cases that logged by customers and manage them to resolution effectively and proactively. Delivers the best customer experience by adhering to the Company policies and procedures. Use and develop problem-solving techniques to resolve customer issues and enquiries as to achieve key stakeholders satisfaction. Educate and guide customer on printer and printing software technology Contribute to the knowledge management database available to all staff. Continually builds understanding of customer’s business, their challenges, drivers and future direction to build strong customer focused relationship Attends hardware and solutions trainings for further understanding of all Fuji Xerox products & services. Show less

Cyberjaya, Selangor, Malaysia

Project: OCBC Provide first level of support and resolution for technical issues via email and phone calls. Handles proper downgrading of CHM cases and voiding of cases and making sure that support groups follow the process for the said request. Ensures that there are no rejected or reassigned cases in the TSD workgroup queue Crisis Management - send email and SMS broadcast on outages and system downtime to internal business users in timely manner Provide support… Show more Project: OCBC Provide first level of support and resolution for technical issues via email and phone calls. Handles proper downgrading of CHM cases and voiding of cases and making sure that support groups follow the process for the said request. Ensures that there are no rejected or reassigned cases in the TSD workgroup queue Crisis Management - send email and SMS broadcast on outages and system downtime to internal business users in timely manner Provide support during Disaster Recovery activity EMS - Monitor server alerts and ATM downtime and make sure to report alerts to proper support group Monitors the call queue and manages the emails on the group mailbox Show less

Selangor, Malaysia

• Provides 1st level of technical support, answering technical queries and possible troubleshooting via phone and email.• Log all calls in ticketing system and close ticket when the request/issues(s) are resolved.• Respond to queries from user(s) and help them resolve hardware or software problems.• Part of Escalation and Notification support team of the account.

Philippines

• Plan, develop, manage, and implement new projects to ensure that commitments and deliverables to clients are achieved within the service level agreement and business objectives of the company. • Spearheads close coordination within the identified project team composed of internal cross-functional departments to ensure effective and efficient account implementation and launching prior to entrusting to Operations.• Plan and develop internal departmental procedures aligned with QMS and… Show more • Plan, develop, manage, and implement new projects to ensure that commitments and deliverables to clients are achieved within the service level agreement and business objectives of the company. • Spearheads close coordination within the identified project team composed of internal cross-functional departments to ensure effective and efficient account implementation and launching prior to entrusting to Operations.• Plan and develop internal departmental procedures aligned with QMS and ISMS certification of the company. Show less

Philippines

• Manage an existing accounts or an account of moderate complexity. • Acts as the primary contact person during all the phases/lifecycle of the assigned project, documents program specifications, processes and tools. • Coordinates with all project team members with regard to assigned activities in relation to commitment dates/timelines.• Helps to develop and implement the detailed project plan for assigned accounts or projects to ensure that customer commitments are achieved within… Show more • Manage an existing accounts or an account of moderate complexity. • Acts as the primary contact person during all the phases/lifecycle of the assigned project, documents program specifications, processes and tools. • Coordinates with all project team members with regard to assigned activities in relation to commitment dates/timelines.• Helps to develop and implement the detailed project plan for assigned accounts or projects to ensure that customer commitments are achieved within the business objectives of the company. Show less