Duke Ko Email & Phone Number

Orlando, Fl, Us

Sunnyvale, California, Us

Sunnyvale, California, Us

Santa Clara, California, Us

Oversaw Technical Delivery, Escalation and Service Activation of Managed Services. Specializes in Information Governance (Enterprise Vault, CA/DA, DI and eDP). Provided Technical Assessment, Service Activation, Technical Solution Design, Implementation and Service Management (ITSM). Also, provided best practice to optimize the use of the application to ensure strict SLA and TTR.Developed strategic plan to improve the service processes, workload and standard operation to increase efficiency. Served as a technical expert on pre or post sales process to build positive working relationships with partners and customers by advocating services values. Analyzed customer problems to document services issues or improvements. Participated in product analysis, business requirements with service functionality in planning, implementation, platform regression testing and support readiness to launch a new service offering.

San Jose, California, Us

Oversaw Technical Delivery, Escalation and Service Activation of Managed Services. Specializes in Information Governance (Enterprise Vault, CA/DA, DI and eDP). Provided Technical Assessment, Service Activation, Technical Solution Design, Implementation and Service Management (ITSM). Also, provided best practice to optimize the use of the application to ensure strict SLA and TTR.Resolved the complex escalated problems while managing the customer expectation on high severity issues. Developed strategic plan to improve the service processes, workload and standard operation to increase efficiency. Served as a technical expert on pre or post sales process to build positive working relationships with partners and customers by advocating services values. Also, prepared and presented the internal/external training.Analyzed customer problems to document services issues or improvements. Participated in product analysis, business requirements with service functionality in planning, implementation, platform regression testing and support readiness to launch a new service offering

San Jose, California, Us

Served as highest technical resource on critical customer issues and mentored tier 1, 2 and others on Enterprise Vault, Compliance and Discovery Accelerator.Resolved highly complex or previously unknown problems requiring high level technical expertise. Led technical projects and developed in house web application portal (TSE Helper). Also, developed and delivered the Formal Team Training sessions/Brown Bags, Formal Mentoring, Creation/Review of knowledge repository.

Managed the installation, support and maintenance of all Data and Voice solution systems. Designed and Configured the network devices, software and hardware. Coordinated with carrier and designed the VPN’s or WAN’s implementation. Also, led marketing business plan and assist in sales calls, proposals and closing presentations.

Us

Managed, Designed and Implemented the Information Systems to optimize organizational efficiency.Handled the IT operation with production systems and applications. Responsible for handling system upgrade, backup, VOIP and issues detected with production. Also, document and reported bug to software development team.