Jared Lee Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

• Provided services and deployed hardware for enterprise and government end user by directly involved in service setup, configuration, and deployment within the agreed Service Level Agreement (SLA) on daily.
• Managed 20+ calls daily, with duties include coordinating customers' order, fulfilling customers' request and cancellations.
• Collaborated with the end users and internal stakeholders to evaluate customers' requirement, and customised services in according to their specification.
• Facilitated more than 10+ number port orders daily, with duties including number port request submission, monitoring number port validation responses from the losing service provider (LSP) and coordinate number port.
• Managed time-critical projects involving service migrations and number porting for government agencies and enterprises' end users within tight schedule.
• Compiled user guides and training materials on every processes / task that was completed within the projects.

Sydney, New South Wales, Australia

• Provided services and deployed hardware for small to midsize business (SMB) customer by directly involved in service setup, configuration, and deployment within the agreed Service Level Agreement (SLA) on daily.
• Managed 20+ calls daily, with duties include coordinating customers' order, fulfilling customers' request and cancellations.
• Collaborated with and supported Service Provisioning Manager in handling customer complaint or escalation request by managing customer expectations and deescalate critical issues.
• Collaborated with and supported Logistics officer in overseeing equipment and supplies shipped Australia wide to support a wide range of services & products.
• Facilitated more than 30+ number port orders daily, with duties including number port request submission, monitoring number port validation responses from the Losing Service Provider (LSP) and coordinate number port.
• Directed monthly performance measurement by auditing workflows, service request tickets and inbound calls within our own team to ensure all customer enquiries were handled professionally with quality.

Sydney, Australia

• Identified process gaps and developed improvements to existing processes to deliver improved customer service delivery and business processes.
• Collaborated with various department to evaluate and make recommendation to update department workflows, processes, and procedure to improve work productivity.
• Designed and implemented workflow structure using the in-house software to support interdepartmental communications and process flow.
• Build and maintained reporting tools that would enable different teams to report / monitor service faults and make informed decisions faster.

Sydney, Australia

• Provisioned servers and computer systems to support the company's business services.
• Assessed in the evaluation, selection, implementation and ongoing support of software, hardware, and tools used by the company's business services.
• Collaborated with software developers and operation managers to carry out effective change management.

Sydney, Australia

• Managed more than 80+ calls a day on Tier 1 and Tier 2 technical support enquiries related to broadband and telephony services of residential customers.
• Resolved an average of 40+ trouble ticket on broadband and telephony service fault and customers' enquiries within the industry targeted resolution turnaround time.
• Managed customers service orders such as provisioning of broadband and telephony service and liaised with wholesale carrier such as Telstra, Optus and Powertel to ensure services delivered within targeted timeframe.
• Administered the company wide Mitel PABX telephony system to ensure smooth operations of call centre.
• Collaborated with senior service engineer to build Linux based servers for new services expansion.

Master, Information And Communication Technology

Activities and Societies: Badminton Club

Bachelor, Computer Science