Manages the two largest account of the company by acting as the primary link between clients and technical staff. Explains and demonstrates technical features and programs to clients of all skill levels. Receives all client inquiries, problem reports and requests for changes, enhancements and new features. Effectively manages client expectations on the timing, testing and delivery of completed work. Maintain client issues logs and conference call schedules. Documents information and procedures in Sharepoint Site. Implements new projects for existing clients and sites for new clients. Gathers complex business requirements, and collaborate with developers and data analysts to design efficient and maintainable solutions. Testing of client sites after changes or implementations. Currently, helping out in establishing and managing the new QA team being formed in the company. .

Primary responsible for managing the client relationship of the company's second biggest client which includes, but not limited to, project delivery (from business requirements gathering to post implementation support), technical support, issue escalation and user training. Acted as a trusted advisor by the client in utilizing the company products and the client advocate in the company. Understands all aspects of the clients’ business operations including systems application to incorporate the software's role within those operations/applications. Applies technical solution to client’s business problems. Communicates functionality and technical updates to the client. Client discussions on its benefits to the current business workflow. Provided technical support that exceeds SLA satisfaction to a mixed portfolio of clients.Additional tasks includes preparation of client facing and internal documentation, business case scenario testing to identify potential areas of concern for clients before they arise in every service release. Provided technical assistance to Sales Team. Collaborated with stakeholders in product development. Whenever needed acted as a backup in troubleshooting critical issues and level 2 tickets to the company's largest client. Provided administrative and organizational support such as generation of internal status reports. Developed and executed UAT test scenarios for internal QA and/or client usage.Project Involvement: Implementation of online knowledgebase (Wiki), Hand-off process implementation and documentation to the team.

Supervised 3 teams in determining the best use of resources for scheduled operations as well as during unplanned incidents.Performed quality assurance check on tasks performed by the analysts and relayed any error committed through the QA report sent weekly. Created project plans for applications that will be supported by the team. Optimized daily operation by conducting time studies and work simplification on current processes. Attended to complex operational issues and escalates to management the highly impacted ones. Contributed performance evaluations for each analyst and conducted the yearly performance evaluation meeting. Monitored each incoming incidents has been replied to within the specified time stated in the SLA. Provided initial assessment of an issue, making sure it followed the Incident Management Process.Referred to as first source of contact by GHD analysts who needs complex troubleshooting. Prepared materials and conducted training for standard office applications. Developed support plans for in-house application/s transferred to the team. Provided first level technical support on global applications through email or phone. Trained new members and conducted QA on tasks done by them. Documented procedures done by team for the support of global applications. Project Involvement: System implementation of Helpdesk Ticketing system (BMSC software system) to all the helpdesk teams across the firm. Led project implementation of the Paris after-hours support transition to the team. Improved team procedures by conducting work simplification analyses. Subject Matter Expert for BakerXchange application. Delegated to head the project implementation of the Singapore Office After Hours support. Assigned to lead the configuration, testing & implementation of the IP Sentry monitoring

Provided first level support to SBC Global Internet users in the USA region.

Implemented the complete POS system by installing the hardware and configuring the software. Provided 1st level technical support and training to clients on site.

Provided 1st level technical problem determination and resolution to ADB employees.

Answered general inquiries to customers worldwide and escalated technical questions to appropriate business group. Project Involvement: Designated as the team representative for the ISO audit.