Andy Lo Email & Phone Number

Toronto, Canada Area

Stouville

• PCB production through manual soldering and SMT pick-and-place machine• Utilized laser cutter to produce decals and designs for sensor module chassis

Dundas Square

• Proficient at Level 3&4 on board component reflow repairs and IC replacement• Diagnosis, isolating faults, repair and replace of defective mobile devices• Component repairs and upgrades through soldering and de-soldering parts on cell phones, tablets and communication cards• Replace LCD screens with high level of success manually or utilizing glass absorber, automated glass separator/press• Processed in and out of warranty repairs through Samsung GSPN system• Samsung and Google FRP unlocked and diagnosed through Samsung MUST

Markham

Technical Support• Established LAN network; ensured data integrity of switches, hard drives and automated information systems• Repair and upgrade enterprise level telecommunications line card for Alcatel by carrying out instructions in engineering change orders• Responsible for recovery of systems disaster, network security/backups, LAN network operations as well as virus updates • Provided troubleshooting over Citrix and private carrier VPN and managed switches to allow connectivity to carrier network• Assisted users with APN settings on devices which are not originally from carrier.• Remotely managed customer’s WIFI network dialogue for password resets and troubleshooting connectivity through Citrix• Utilized Blackberry Infrastructure and BPSC to manage customer’s account to allow for internet connection and email on older Blackberry devicesCustomer Service• Maintained an average handling time of 467 seconds on thousands of troubleshooting calls• Honorable mentioned for attaining 100% on monthly QMP quality control score • Attained 100% on monthly CMP customer satisfaction survey score• Responsible for triage conference call with Microsoft Xbox 360 Customer Advocacy and Exceptions Management• Collaboratively resolving variances from main process by communicating with Microsoft on Product Studio database software• Creating, cancelling repair/fulfillment orders via Customer Assistance Portal and Customer Care Framework. Process to fulfill customers’ orders• Initiating, handling and resolving client and customer escalations and issues.• Assisted internal and external clients with issues related to Internet and email connectivity, both over the phone and in person

Customer Service• Collaboratively resolving variances from main process by communicating with Microsoft on Product Studio database software• Creating, cancelling repair/fulfillment orders via Customer Assistance Portal and Customer Care Framework. Process to fulfill customers’ orders• Investigate variances that may arise from receiving, outbound shipping, customers’ special requests, tampered consoles, and inadequate customer information• Conducted and operated information booth for Celestica site tours• Creating, administering user's accounts and resetting passwords• Restoring files from server backups for customers• Creating and administering user's accounts • Initiating, handling and resolving client and customer escalations and issues.• Assisted internal and external clients with issues related to Internet and email connectivity, both over the phone and in person• Performed follow up calls with clients to ensure customer satisfactionTechnical Support• Repair and upgrade enterprise level telecommunications line card for Alcatel by carrying out instructions in engineering change orders• Performed technical support and troubleshooting in-store and over telephone• Built and repaired custom IBM personal computer clone systems for users’ specific needs• Established peer-to-peer networks for various office environments• Consulted user guides, IBM database, technical manuals and other documents to research and implement solutions• Emulated or reproduced technical problems encountered by users• Provided business systems, network and Internet support to users in response to identified difficulties• Collected, organized and maintained a problems and solutions log for use.

Bachelor'S Degree, Economics

Education record