Senior Specialist, It Service Delivery, Ets
Current• Local helpdesk- Provide IT service support to 500+ employees with the local team, maintained a 100% SLA and an average of 2.0 hours of resolved time throughout the entire year. Resolved 1300+ tickets throughout the entire year.• Global support- Maintain queues by time zone with APAC, EU, and MENA regions in the global service team. 90.0% of SLA, 2.5 hours average of resolve time, and resolved 2000+ tickets in the past year. Escalate the request to tier 2 or 3 if appropriate.• Project- replace the laptop asset when it ends the lifecycle: ◦ Replace the laptop assets of 33% of the total employees each year to reduce the risk of damage due to aging. ◦ The first person to executed the disposal of laptop assets project in the company (2022). Collaborate with suppliers to sell assets that have no residual value, generating income for the company. ◦ Sold 200+ laptops each year, ensuring the supplier wipes and destroys the hard disk of each laptop, also provides the wipes reports and destroys pictures. Decreasing the risk of confidential data leakage.• Project- completed the meeting rooms upgrade for Neihu office in 1.5 months: ◦ Decided to install the idle equipment to saved about 40% of the cost. ◦ Increased the quality of meetings, and employee satisfaction. Also solved the meeting room resource occupancy issue. Meets current needs of employees for multi-person meetings, online training, and town halls.• Studying- infrastructure skills: ◦ Learned knowledge and skills through self-study, and setting up a simple enterprise network infrastructure model in a month, including ethernet, wireless, firewall, switch, AP, and VLAN. ◦ Solve basic network issues. If unable to resolve, will discuss and fix the issue with other members.
