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 Professional)• 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• Documenting and reviewing public knowledgebase articles to help provide reference to solutions and known issues

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