Jelise Ngo Email & Phone Number

North America

Toronto, Ontario, Canada

My role is to achieve a white glove service level, while ensuring the client relationship is managed and strengthened over time with the backing of our Support team and services provided. We strive to help our clients capitalize on features/functionalities of the software, as well as unique projects to expand the use of the software. My duties in this role is fast paced in a highly collaborative environment with other leadership roles; which requires stellar communication skills to provide a superior customer experience to all organizational levels including Administrative to Executive levels. • Manage the customer relationship for key accounts helping customers to optimize their use of the software, and enhance the overall relationship with the company• Strong understanding of RLDatix product suites and benefits as it relates to customers' needs• Provide Remote Administration and Optimization Services to Top Tier and Key Accounts.• Work closely with Sales to ensures customer escalations are communicated • Communicates key components of an issue resolution to ensure consistent customer messaging• Create and deliver training to end users supporting the optimal use of the software• Conducts Monthly meetings, QBR and Year-End meetings with customers to ensure current and future engagement• Deliver project-based consulting services including project scoping and SOW creation• Analyze customer requirements and provide timely assistance to questions and issues• Demonstrate a positive attitude, leadership, facilitates change and models professionalism with colleagues & customers• Identify opportunities for value-add services that help further customer learning and promote an optimal experience• Engaging with Technical Support Engineers for each SP customer, holding monthly meetings to review issues and tickets • Work closely with the Senior Director of Customer Success on Customer Success Planning providing a listing of proposed processes and procedures

Provided a central point of contact to all end users for a rapid response inquiry service and 1st level problem resolution for LCBO hardware, software, network and client/server applications.• Provide a central point of contact to the user community for all customer inquiries• Respond to, resolve and coordinate the timely resolution of issues/requests related to User Accounts, computer hardware/software, computer peripherals and networking, including the appropriate escalation of problems to a higher level for resolution• Maintain Service Desk documentation and contact lists, ensuring they are accurate, complete and timely.• Perform other related duties, as assigned by the Coordinator, IT Service Desk and Manager, End User Computing.• Expertise in supporting personal computer hardware, peripherals, operating systems, application software, communications and networks • Professional & courteous telephone manner. Excellent communication and interpersonal skills coupled with a professional and helpful attitude while dealing with customers• Demonstrated experience resolving technical problems through the use of incident and problem management techniques and automated software• Strong organization skills, office and business experience

• Providing software support in to existing Private & Golf Club Clients in the Hospitality Industry• Collaborate closely with other departments; Development, PM & QA to expedite resolutions • Point Person for ensuring clients are PCI Compliant in all Jonas Modules • Daily Tasks include, Support, Installs, training, testing and Documentation• Trace, Test, Document & Expedite support issues based on priority levels and business impact.• Keep Clients informed of progression with issues and provide follow up as necessary• Excellent Software knowledge include CRM, Accounting, Events and Bookings• Promote and maintain a high quality, professional, service-oriented company image with clients. • Daily work in Webex, RDP, Term Services, Desktop & Server SW/HW• Providing Clients SW/HW After Hours Support, resolving P1 issues and errors in a timely in accordance to SLA

Toronto, Canada Area

• System data Conversion/Integration from Novell to MS Great Plains eEnterprise • Administration/Support of Great Plains eEnterprise, MS SQL Server and SQL Backups • Development/Administration/Support of Great Plains, FRx and Crystal Reports (Estimating/Docketing/eEnterprise)• Hardware and software Maintenance on Servers and Desktops incl. MS Office suite, Exchange server LAN config• Worked on Integration/Implementation projects, with Microsoft Business Solutions VARS• Assisted in the creation of a newly developed customized Accounting/Docketing related system • Administration of the McAfee Antivirus Server and desktops incl. schedules and updates. • Administration of all system software/hardware incl. MICR cheque printers, CISCO routers/switches• Administration of Windows Sever, Terminal Server, desktop and Client user accounts • Maintained inventory and purchases of all hardware and software licenses

Toronto, Canada Area

• Aggressively seeked leads in entertainment industry for agency Executives • Met and Exceeded Monthly Sales Quotas• Generated Sales Leads via phone and Qualified Prospects• Answered internet inquires pertaining to Anu's recent venture online • Database entry for existing and potential clients• Made weekly pro-active calls to ensure customer satisfaction• Handled and resolved customer inquiries and complaints in a professional manner