Dave Kuo Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

• mentoring junior and less experienced team members on top of responding to and resolving client queries via phone/email/portal
• Perform team leader and support case dispatching duties within Australian support team whilst managing my own caseload to ensure SLA targets are met
• Presentation of MapInfo Pro training courses to clients from public and private sectors in varying industries through classroom (face to face) and virtual (online) environments covering GIS software (MapInfo.
• Providing on-site training/consultancy as required by client whilst delivering training courses
• Collaboration with key cross-functional leaders, product owners, service delivery, fulfillment and IT service teams to achieve client success
• Identifying any existing gaps and scope for business process improvements within daily tasks

Sydney, Australia

• Triaging, investigating and resolving complex GIS software issues whilst meeting SLA targets
• Delivering high level of customer service by serving as initial point of contact for clients seeking technical support via telephone or email
• Owner of the ‘voice of customer’ program ensuring that any detractor or neutral client surveys are distributed for prompt follow-up by the team and appropriate action taken to address pain points
• Worked towards and became a subject matter expert in Australia for a specialist retail and demographics reporting application AnySite AU
• Working knowledge of the MapInfo Professional GIS product suite

Sydney, Australia

• Locating discrete property packages (images) within the Digital Cadastral Database (DCDB)
• Performing affine transformations to images using ESRI ArcGIS desktop application
• Adhering to strict daily KPIs for completion of tasks whilst maintaining a high degree of quality
• Following technical documentation carefully to achieve a thorough understanding of requirements and conducting peer reviews of team members’ work as part of the quality control process
• Consulting with key internal stakeholders from other departments to ensure that high standards of quality assurance are met
• Quality assessment and data cleansing of GIS data within a small team of 6-7 operators to complete a state-wide mapping project for the Roads and Traffic Authority NSW