Andy L. Email & Phone Number

Toronto, On, Ca

Toronto

- Support dedicated premium client support in their use of the web-base application (SmartSimple software)- Review and test configured system functions and enhancements following service update- Conduct meeting with the client to get new requirement and process for the application- Modify workflow process/task as client/project needed- Conducts business process review and makes recommendation to application stakeholders- Develop Report based on Client needed.- Provide root cause analysis when troubleshooting system issue and identify, document and escalate to related team- UAT testing for new implemented work.- Facilitate client-learning session through webinars as well as offer quarterly training for premium client- Analyze configuration error and apply fix/submit enhancement to development team.- Assist with implementation projects

Toronto, Ontario, Canada

- Managing communication and deliverables with third-party vendors and partners based on program budgets, deadlines and expectations.- Update production schedule, confirm suppliers, details and distribute- Manage multiple priorities and projects- Research technology elements of each event

Hong Kong, Hong Kong Sar

- Supports IT users in Macau, Hong Kong and Manila offices- Create/Modify IT access (office/gaming/hotel operation) for new employee/ existing employee- Conduct training and mentor new hire agents to ensure a smooth and efficiency operation- Triage Incidents/Service request ticket to team members- Handling P1/P2 cases complying to SLA & OLA- Analysing Technical Support activity and reports to assistant managers/managers.- Providing timely support to Senior Management Executive on various client devices and business systems to ensure customer satisfaction- Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/service request using ServiceNow- Experienced user support for ServiceNow, Windows 7, Windows10, MSOffice365. Virtual Desktop Interfaces(VDI)- Supports MCE internal applications as well as Microsoft products such as Office Suite and Windows- Hands-on troubleshooting and support through remote access.- Troubleshooting and support through email and phone- Install, maintain and troubleshoot network, system and application issues.- Handling IT project implementation tasks assigned- UAT tester for new version of software before implementation