Ivan Loo Email & Phone Number

Petaling Jaya / Bangi

Work closely with Network Support team and act as 2nd level escalation support before going to network support team.To act as backup engineer on backfill purpose for all network out task accountsTo assist service delivery manager on daily and monthly reportTo articulate network related and troubleshooting should there is any network issue arises impacting.

Bukit Jalil Malaysia

1. Providing 24 x 7 support for security in production systems as necessary to proactively protect the integrity, confidentiality, and availability of information of the company2. Responsible for maintaining user security profiles supporting production and DR/BCP environments. 3. Creation/modification/deletion of user accounts for various applications.4..

Kelana Jaya Malaysia

• Responsible for managing the Consumer Support in Repair and Part & Logistic Operation for Presario, Pavilion Desktop PCs and DVD writers, so to meets HP contractual agreement Responsibilities:
• Plan, execute programs and monitor operation performance.
• Plan, coordinate operation requirements. E.g. resources, training, infrastructure, tools.
• Actively involved in review and enhance operation processes.
• Execute top management directives and complying with HP requirements.
• Report generation. E.g. BFT, CSI, staffing, monitor repair, etc.

Menara Olympia Malaysia

• Responsibilities:
• Assist to provide the flow of escalations to floor agents.
• Resolve customer’s escalations and complaints in a timely and satisfactory manner in accordance to the given service level.
• Identify trends of complaints pertaining to a specific event, model or lapses in repair services.
• Analyze sources of complaints and to provide action plans in forms of triages and training to better enhance quality of service and customer’s satisfaction.
• Trained in COPC and Six Sigma Green Belt certified.

Menara Olympia Malaysia

• Responsibilities:
• To provide training to existing CSR’s and new hires to prepare them with the necessary skill sets to be able to accept incoming calls and to also enhance existing CSR’s capabilities.
• To conduct Transaction Monitoring for the CSR’s to monitor their calls and to also monitor performance and adherence to proper process and procedures.
• Conduct and devise action plans for CSR’s who are failing their transaction monitoring and to oversee improvements once action plans has been rolled out.
• Coordinate and calibrate with both clients and the gauge in regards to training modules together with transaction monitoring scores to enhance current processes.
• Assisting the entire floor in regards to escalations and enquiries from the CSR’s and customers.

Menara Olympia Malaysia

• Responsibilities:
• Accepts incoming calls of customer from the South East Asia region pertaining to PC hardware and software related technical issues.
• Troubleshoot and resolve hardware and software related issues.
• Advice localized repairer as to the issue faced by customers to properly facilitate repair of the respective unit.
• Inform, educate and create awareness in customers based on PC hardware and software troubleshooting issues.
• Assist localized dealers and resellers in matters pertaining to repairs and warranty issues.

Menara Olympia Malaysia

• Responsibilities:
• Accepts incoming calls of customer from the Australia and New Zealand region pertaining to PC hardware and software related issues.
• Troubleshoot and resolve hardware and software related issues.
• Advice localized repairer as to the issue faced by customers to properly facilitate repair of the respective unit.
• Advice and facilitate the process of sending both the customer and repairers trade and spare parts to assist repair or out of warranty matters.
• Inform, educate and create awareness in customers based on PC hardware and software troubleshooting issues.

Menara Olympia Malaysia

• Responsibilities:
• Determine customer’s PC security needs.
• Recommending suitable products based on needs.
• Recording documentations on customer’s records.
• Process accounting documentations on sales.
• Process packaging to be sent to customer after sales conclusion.

South Korea

• Responsibilities:
• Creating engaging and effective lessons for students.Achievements:Gained invaluable first time experience working overseas.Gained knowledge in regards to the cultures and the working environment of a different country.

Kelana Jaya

• Responsibilities:
• Updating IT software.
• Resolving PC conflict issues.
• Handling large amounts of cash and customer service.
• General welfare maintenance of staff and environment. Achievements:Developed a sense of ownership towards the working environment as the general surroundings of the premise that has to be maintained.Developed a sense.

Dataran Prima Malaysia

• Responsibilities:
• Producing large amounts of paperwork for the immigration department and documentation for traveling purposes of the respective foreign worker.
• Liaison between the management and the customers.
• Liaison between the overseas recruitment agency and the management.
• Maintaining the satisfaction of the current available customers and servicing their needs.
• Resolve conflicting issues caused by respective foreign workers currently in Malaysia.

Advanced Diploma In It, Information Technology, Completed

A-Levels, Pre-Law Studies, Not Completed

High School, High School/Secondary, Pass

Activities and Societies: An active member of St. John’s Ambulance from 1995-1999. Treasurer of the Mathematics and Science Society in.