Dylan Lai Email & Phone Number

Singapore

Singapore, Singapore

Position Held: Technology and Customer Support Managero Managing the customer support department’s day-to-day functions.o Responding to escalated customer support issues.o Implementing customer support processes to enhance customer satisfaction.o Formulating and revising customer support policies and promote their implementation.o Informing stakeholders of all new information related to products, procedures, and trends.o Assessing support statistics and preparing detailed reports on the findings.o Overseeing and evaluating the team's ongoing training efforts.o Delivering performance evaluations and following the disciplinary process according to company policy.o QA check on software applicationso Test Cases creation and validationso Communicate customer expectations to software developero Locating and seizing chances to enhance and update software and systemso Creating and implementing the organization’s IT policy and best practice manualso Organizing and establishing deadlines for major IT projects such system updates, migrations, upgrades, and outageso Managing/Advising the IT staffo JIRA/Confluence usage for IT projectso FreshDesk usage for Support Managing

Singapore

IT Support Engineero Main duties include responsibility for diagnosing and resolving hardware/software and end user problems.o Providing 3rd line and On-site technical supporto Developing infrastructure systems to meet company needso Working with TCP/IP, DHCP, DNS and Etherneto Working with Firewall, Port-Forward, DDNS, routing.o Working with all cisco devices, router, switches, access points.o Involved in rollout of software updates/patcheso Investigating complex and specialist IT issueso Answering support queries via phone/emailo Remote administration and management of customer’s on-site equipment.o Troubleshooting and problem-solving nature of various faults, demonstrating teamworking skills by working with others to resolve these and reach logical solution steps.o Using the remote-control software tools to provide resolution and diagnosis of faults at remote working locations.o Project ManagementPOS Support Engineero Supports POS software, hardware development cycle to include needs analysis, specifications, testing, troubleshooting and deployment.o Analyses user’s needs and develops functional specifications.o Support Integrations with coding, familiar with C#, C++, Javascript, PHP.o Administer the POS systems, install software updates and perform other POS functions.o Performs functional testing, interpretation, and analysis of results of tests.o Deploys software and hardware.o Provides technical support for POS Help Desk.o Trains users and technical staff in the use of new software.o Works with users and IS staff to develop and modify systems to meet current and future needs.o Supports user maintenance requests.o supervisory responsibilities.o Account Management

o Supporting Government sector (JTC)o Leading team to achieve client KPIs & SLAso Manage team by training, coaching, bonding and guidanceo Creation of time plan, updating report and analyse business patterns.o Monthly meeting with client for business analysiso Communicating with client for any updates