Jay Liew Email and Phone Number

Overseeing a global group of technical workforce which sitting across 2 countries (Malaysia & Costa Rica), responsible for Level 1 Customer Care language desk, Level 2 Advance Support Desk & Mobility Support Desk which consist of over 30 workforce. - Incident life-cycle management - monitoring the ticket life-cycle ensure all tickets/requests completed within the given time frame according to the ticket priority.-resolved all hierarchy level escalation, where i will need to handle user's escalation or feedback. - Involved in setting yearly goals and mission statement to align with the organization goal and creating scorecards for the team to ensure the team meet the target goals- Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Focus on agent's career improvement plan and assist agent to maintaining high peak performance by providing coaching & mentoring. -Monitoring team operations to ensure the operation goes smoothly in day to day basis to ensure Monthly KPI target meetings and resolutions - Conduct daily Team huddle with the team at the end of shift everyday ensure all feedback from the team are received.- Conduct monthly performance review with the employee to ensure they are meeting the metrics and kpi.- Involved in SDR, process improvement plan & tool automation to assist agent able to perform their day to day task smoothly- Provide Quality Assurance on agent's ticket documentation quality & call quality to ensure consistent quality service rendered to users.- Create and maintain self automation tool for the team like leave calculation tool, automate password reset tool, mail spam check tool for agent with tools like VBA MS Excel & Sharepoint . - Involved in hiring process such as filter candidate's CV, arranging interview with potential candidates and conducting interview.

- Leading a global group of technical support engineers sit across 3 countries (Malaysia, Ireland & Costa Rica) for HP Internal employee and External Customer. - Leading a team with 29 agents & 1 team lead in providing specific language support (Mandarin, Japanese, Korean, French & Portuguese).- Incident life-cycle management - monitoring the ticket life-cycle ensure all tickets/requests completed within the given time frame according to the ticket priority.-resolved all hierarchy level escalation, where i will need to handle user's escalation or feedback. - Involved in setting yearly goals and mission statement to align with the organization goal and creating scorecards for the team to ensure the team meet the target goals- Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Focus on agent's career improvement plan and assist agent to maintaining high peak performance by providing coaching & mentoring. -Monitoring team operations to ensure the operation goes smoothly in day to day basis to ensure Monthly KPI target meetings and resolutions - Conduct daily Team huddle with the team at the end of shift everyday ensure all feedback from the team are received.- Conduct monthly performance review with the employee to ensure they are meeting the metrics and kpi.- Involved in SDR, process improvement plan & tool automation to assist agent able to perform their day to day task smoothly- Provide Quality Assurance on agent's ticket documentation quality & call quality to ensure consistent quality service rendered to users.- Create and maintain self automation tool for the team like leave calculation tool, automate password reset tool, mail spam check tool for agent with tools like VBA MS Excel & Sharepoint . - Involved in hiring process such as filter candidate's CV, arranging interview with potential candidates and conducting interview.

Leading a global group of technical support engineers (27 agents) sit across in 2 countries (Malaysia & Costa Rica) in providing specific language & Mobility support to HP Employee- Attend weekly meeting with mobile/telco vendors to provide feedback to improve the overall service quality for the mobility support.- Incident lifecycle management - monitoring the mobility ticket lifecycle ensure all tickets/requests complete within the given time frame according to the ticket priority.- handling hierarchy level escalation, where i will need to handle user's escalation or feedback. Liaison between Users & telco/mobile vendor when dealing in functional escalation.- Involve in setting yearly goals and mission statement to align with the organization goal and creating scorecards for the team to ensure the team meet the target- Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Focus on agent's career improvement plan and assist agent to maintaining high peak performance by providing coaching & mentoring. -Monitoring team operations to ensure the team meet the Monthly KPI target - Conduct daily Team huddle with the team at the end of shift ensure all feedback from the team are received.- Conduct monthly kpi review with the employee to ensure they are meeting the metrics.- Involved in SDR, process improvement plan & tool automation to assist agent able to perform their day to day task smoothly- Provide QA on agent's ticket documentation quality & call quality to ensure consistent quality service rendered to users.- create and maintain self automation tool for the team like leave calculation tool, automate password reset tool, mail spam check tool for agent with tools like VBA MS Excel & Sharepoint . - involved in Microsoft Sharepoint client site creation & maintenance. - Involved in hiring process such as filter candidate's CV, arranging and conducting interview.

- leading a team with 25 agents in providing specific language support (Mandarin, Japanese & Korean), Premium Support to VIP users and L2 Advance support. - Resolved all hierarchy level escalation, where i will need to handle user's escalation or feedback. - Involved in setting yearly goals and mission statement to align with the organization goal and creating scorecards for the team to ensure the team meet the target goals - Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Focus on agent's career improvement plan and assist agent to maintaining high peak performance by providing coaching & mentoring. - Monitoring team operations to ensure the operation goes smoothly in day to day basis to ensure Monthly KPI target meetings and resolutions - Conduct daily Team huddle with the team at the end of shift everyday ensure all feedback from the team are received. - Conduct monthly performance review with the employee to ensure they are meeting the metrics and kpi. - Involved in SDR, process improvement plan & tool automation to assist agent able to perform their day to day task smoothly - Provide Quality Assurance on agent's ticket documentation quality & call quality to ensure consistent quality service rendered to users. - Involved in hiring process such as filter candidate's CV, arranging interview with potential candidates and conducting interview.

- On second level escalation position, where technical support agent will escalate tough calls to me. - Generate Weekly reports, analysis on the result and provide explanation/suggestions/workarounds according to the weekly result. - Administrative control over agents attendance record and leave applications. - Monitoring team operations to ensure the operation goes smoothly in day to day basis. - Ensure Monthly KPI target meetings and resolutions - provide adhoc support to all agents ensure they are able to provide resolutions to users. - Team huddle with the team at the end of shift everday ensure all feedbacks from the team are received.

- On second level escalation position, where technical support agent will escalate tough calls and troubleshooting to me. - Administrative control over clients workstartions(BMW internal staffs across ASIAPACIFIC Region) -Monthly KPI target meetings and resolutions -Customer satisfaction and dissatisfaction reporting -Team development and training management - BMW server hardware maintenance, Remote desktop support -AD account administrative over user accounts -Mobile Office business / Private - trouble shooting for VPN users - BMW office access and maintenance, access request editing over Active Directory -Onsite user support for BMW Malaysia internal staff -Network issue related to ISP, DNS and DHCP -Software troubleshooting for desktops & laptops with Win XP

- Provide L1 Technical support to external client.- Technical support include, point of sales system, Computer software and computer hardware- Verify all Request for Change tickets before forward to L2 for further proceed.- working in shift 24 x7.

- Analyze existing business operations and existing information systems. - Design systems including process flow, user interface, reports, and security procedures. - Debug systems. - To perform data validation.

work in PC hardware department stores, provide consultation & price quotation for customers to suit their needs & budgets.