Jacky S. Email & Phone Number

Scale a strong region team of technical support, individual contributors, project manager, Sr managers in Asia Pacific.Improve customer experience, team efficiency and processes. Drive content development and adoption of support knowledge base through our user community.Collaborate with key customer stakeholders and internal teams to develop and execute on a customer-specific strategy ensuring maximized and sustained value through the entire customer lifecycle.Operate at both a strategic and a tactical level to improve outcomes, customer satisfaction, success and growth.Define strategic goals for the organization, set its vision and tone.Design and leverage best-in-class Tech Support practices including SLAs, escalation process, incident management, monitoring and alerting, auto-scalling etc.; work tirelessly to guarantee the reduction or removal of bottlenecks and inefficiencies in the Tech Support department and engineering department as a whole.Act as an advisor to the internal teams and leadership to provide insight on the status of customer accounts. Provide input to development, sales, marketing, and support as well as other appropriate internal groups regarding customer business priorities and feedbacks.Benchmark key metrics and direct the collection of data to demonstrate value. Drive reference ability and support Marketing programs (case studies, industry webinars, customer success stories etc.).Consistently successful at creating and managing regional teams to cost-effectively design, deliver & support technology infrastructure, under aggressive timeframes and high-performance operational parameters.Align structure, KPIs, and productivity across the organization and its various geographical hubs.

Listed skills include It Management, Disaster Recovery, It Strategy, Process Improvement, and 45 others.

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  Wilfrid Laurier University

  Bachelor'S Degree