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 traffic management and network management equipment on hardware and software.Assist network support engineers on department network operation support if requiredLiaise with other vendors on implementation and technical issuesHandle technical escalation and follow up with service delivery manager accordingly on support issueAssist service delivery to manage all technical activityInstall, configure and troubleshoot the major network related product eg. F5, Cisco IPTel, router, switches, firewall, etc.

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. Translate business security requirements into technical specifications which are used to generate profiles and authorizations5. Build new and/or modify user roles according to requests from business. Communicate with business users on a regular basis to determine requirements and resolve issues.6. Provide overall maintenance of user accounts (User verification process, validity reporting, dormancy reporting, license mgt, etc.)7. Handle phone support calls related to security issues such as file access, server access, account creation, and password resets. Close follow up with accurate and timely resolution is critical. 8. Provide support to users from across the globe for various critical applications and platforms, troubleshooting authorization issues, responding to support requests & researching user issues relative to security9. Perform analytical problem solving for end-to-end production operation processes and devise workable solutions.10. Technical execution of security management and user administration procedures11. Assist in the training process of new personnel at various levels.12. Must be able to complete assigned tasks and duties on-time under aggressive Service Level Requirements.13. Customer Service/ Focus - Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationshipsAbility to work effectively in a team environmentAchievements : 1. Successfully performed seamless BCP with West for applications needed to transition during WSI move.2. Performed application repair for security software malfunctions affected after WSI move.

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.• Manage, update and maintain tracking system.• HP escalation point in the event of Customer Feedback, Disaster Recovery Plan, Class Issues..• Accountable for all outstanding and long pending cases due to incompetence of support staffs.• Responsible to forecast for the monthly repair volume and to ensure resources are allocated accordingly. • Actively participate in CSI improvement planning and to drive CSI action plan.• Drive and conduct internal and external audit for repair centre and logistic warehouse.• Monthly service performance review, including BFT, CSI, etc. • Responsible for the service and technical support delivery of the team, plans and initiates strategies to support Consumer PC and DVD Products and Customers.• Ensure that all staffs execute their roles and responsibilities according to job scope.• Interview and recruit new Support Staffs due to attrition, turnover or when additional resource is required due to volume increases.• Ensure that support staffs are suitably qualified with adequate knowledge. This includes planning and coordinating product, process, tools, and customer handling skills training and conducting coaching, performance review and development.• Manage issues and/or complaints raised by customers, support staffs or HP and ensure they are either addressed or escalated to the appropriate level, whilst ensuring follow through in all escalations. • Drive and ensuring all KPIs are met

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.• Provide reports in terms of service lapses and delays to clients to better identify and prevent future escalations.• Assist to observe and advise floor agents on day to day operations in terms of causes of delays in service.• To generate daily reports for current escalations and complaints.• Coordinate with internal and external parties in relations to customer’s complaints and escalations to facilitate full resolution to the issues at hand.• Assist repairers in repair related complaints and lapses of service to provide damage control.• Observe on daily reports such as repair generated to better ensure proper flow of operations to the service centers.• Ensure customer satisfaction from complaints that will be surveyed by proper usage and justifiable level of empowerment given.Achievements:Successfully achieved 90% and above of given KPI to date of undertaking the role.Obtained compliments and complete satisfaction from 90% of complaint cases taken.Being able to reduce the large amount of complaint backlogs during the transition period and brought current escalations to a manageable level.

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.• To coordinate with the repairers and assist with repair related enquiries and escalations.• Providing feedback to clients and reporting managers regarding floor performance and lapses of service in order to prevent future breakdowns.• To provide both feedback and suggestions to enhance current processes and procedures for the empowerment of the account.• Identify trends from transaction monitoring as to the source of fatal scoring failures from the CSR’s and to identify causes that is included in future training modules to better enhance incoming new hires.• To perpetually enhance training modules from CSR’s feedbacks and from daily floor observations. Achievements:Assisted to set the foundation for future training modules from experience gained during period as a CSR in the HP ANZ team and also facilitated the development for the current transaction monitoring.

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.• Assist dealers and resellers of the protocols pertaining to replacement and refund authorization issues.• Perform callbacks to customers in regards to resolution of cases.• Assist both customers and localize dealers to escalate delicate and complicated issues in general to replacements and warranty issues.• Assist junior CSR’s and new hires with day to day processes and technical enquiries.• To provide feedback to reporting manager in regards to training needed and CSR’s general performance. Achievements:Joined the HP South East Asia team during the outsourcing period as a pioneer senior agent and assisted to stabilize as well as to introduce new protocols and processes to ensure a smoother and a more efficient transition.

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.• Assist localized dealers and resellers in matters pertaining to repairs and warranty issues.• Assist dealers and resellers of the protocols pertaining to replacement and refund authorization issues.• Assist HP pertaining to design of future and current models from the feedback from customers e.g. determine where serial numbers stickers should be and etc as to assist HP and the customers in general for future processing enquiries.• Perform callbacks to customers in regards to resolution of cases.• Assist both customers and localize dealers to escalate delicate and complicated issues in general to replacements and warranty issues.Achievements:Requested to handle escalations pertaining to technical matters whereby general and standard troubleshooting steps has already been exhausted.21/12/2007- Awarded as the Technician of the Month based on KPI performance and callbacks percentage achieved and to this date only 2 people has been given the award.

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.• Resolving customers PC security issues especially Internet related.• Perform after sales follow up on customer’s satisfaction.Achievements:Produced one of the highest sales records of up to 16 boxes of products sold in a single day.

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 of responsibility as substantial of cash is handled on an everyday basis.

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.• Resolve and assist in issues faced by the respective foreign recruitment agency.• Resolve protocol issues from the immigration department and the respective embassies.• Training new staffs especially in the sales department regarding protocols and procedures in recruiting foreign workers.• Provide customer service in terms of information regarding the steps and procedures in the recruitment of foreign workers. Achievements:Gained invaluable knowledge pertaining to foreign recruitment matters.Gained an understanding of the challenges and difficulties faced by foreign workers in general and the steps needed to assist them.Obtained a considerable amount of connections on local factories, local government and overseas recruitment agencies.

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.