Joel Loke Email & Phone Number

Remote

Self-service technology strategy & administration- Support and help guide Etsy’s self-service customer support strategy through a smart, progressive technology strategy that optimizes self-service experience, by exploring new technologies and engaging software vendors.- Stay updated on current technology trends in customer experience and self-service, especially as they relate to e-commerce and two-sided marketplaces.- Work alongside the Partner Enablement Technology Operations Manager to manage the relationship with Zendesk, Qualtrics, and other vendors and maintain all automations, business rules, handling integrations and resolving issues as needed.- Implement and evaluate solutions that reduce operational volume and enable successful and satisfactory self-service solutions, explore feasibility through pilots and proof of concept studies. Responsible for the evaluation, contracting, and ongoing performance of these solutionsProject Management & Collaboration- Cross-functional project management and ability to explain technical concepts and potential solutions (as well as their benefits/trade offs) to collaborators. Able to understand requirements of partners and explain potential broad, technical solutions that would fulfill their needs.- Attend and/or lead cross-team meetings and lend support to move forward organizational projects dedicated to delivering 1:many support solutions.- Cross collaboration with the overall Online Support Experience Team, as well as partner teams such as Buyer & Seller Experience, Trust & Safety, Customer Resolutions, Support Platforms to drive self-service initiatives forward.

- Provided support support for in-house developed payroll deduction, point of sale (POS) software & hardware- Remotely administered AWS and on premises Windows application and database servers- Coordinated with onsite IT teams to manage application upgrades to deploy new features and bug fixes - Perform installation and configuration of payroll deduction and point of sale hardware and software- Maintained records of customer environments and issue tracking in CRM applications reducing repeated issue discovery time- Created and delivered customer training to increase end user independence and decreased ticket creation rate

- Counsel team leads & engineers to effectively de-escalate & recover customer relationships- Analyze team performance metrics to uncover trends & develop engineer improvement plans- Deliver weekly team & individual performance breakdowns to Program Manager level including explanation of results & trends- Author post mortem case critiques to inform educational review calls with engineers & direct manager to provide clear & actionable feedback

Albany, New York Area

- Provide world-class customer experience with every interaction- Engage and empathize with customers to support and resolve technical issues through completion- Develop, foster and maintain highly effective customer interaction- Support installation, configuration, and support of Microsoft Office 365 on various platforms - Accurately document all work performed through ticketing system including details and outcomes- Ensure accurate and timely resolution of all assigned issues- Escalate product bugs or unresolvable cases- Notice trends and report reoccurring problems- Develop, foster and maintain effective working relationships with engineering to enhance the customer experience- Update Office 365 licenses, subscriptions and user management as necessary- Share your knowledge with teammates and guide them in the resolution of complex technical problems- Collaborate with team members to enhance the customer experience- Increase engagement with Office 365- Enforce a high-quality customer service culture- Stay up to date with technological changes in the industry with internal and external training

Albany, New York Area

• Regular completion of high-level WiFi network auditso Audit Checklists complete and uploaded to Pro-Active Support shared folder.• Responds to their customer’s inquiries and concerns within a timely mannero Within 24 hours▪ If representative is out of the office, management will determine the bestcourse of action• Perform and document network change requests from customer in a timely manner• Accurately communicates pertinent information to customer and/or Management• Represent their customers best interesto Makes well-informed decisions on behalf of/for the property, as necessary• Review open tickets for their customers to:o Isolates problem trendsWorks with Management to ensure troubleshooting efforts are completedfor recurring problems▪ Determines permanent solutions for recurring issueso Ensures issues are being addressed in a timely and appropriate manner.o Addresses & resolves problem situations in a professional manner• Remains current & up-to-date on each propertyo Communicates with other Deep Blue departments, as necessary• Manages their time appropriately to ensure maximum efficiencyo Communicates Time Management issues with the Management Team• Performs other duties and responsibilities as assigned by Management

Schenectady, Ny

GE Alstom Acquisition Integration Program- Organized & controlled network integration efforts for 19 sites the Americas region as part of $10.4B Alstom acquisition (largest in GE’s history)- Delivered integration of largest portfolio of users to GE network in the Americas- Mobilized eight teams to successfully integrate largest site in the Americas- Analyzed progress & reported status of Re-IP, LAN & WAN refresh on global teleconferences- Authored & co-authored correspondence to mix of business, non-technical, & technical audiences- Documented & escalated changes & risks to leadership in timely fashionGE SAND Interconnect Program- Oversaw migration of 29 GE Oil & Gas sites from Legacy to state of the art network infrastructure- Produced and maintained documentation of site status through assessment, ordering, delivery, test & turn up, site migration, handoff to Operations Team, and handoff to Decommissioning Team- Partnered with up to five external & internal teams per site including dispatch of on-site technicians- Responsible for quote to order of WAN gear for dozens of sites globally- Assisted Global Program Manager with situation analysis, forecasting, & reporting to Client leadership- Coached non-technical site contacts through testing & troubleshooting

Glens Falls, New York Area

Headquartered in Queensbury with extensions to Wilton and online, SUNY Adirondack is a growing campus in the United States largest university network, the State University of New York. Adirondack serves nearly 5,000 students in New York, the U.S. and abroad with two- and four-year degrees, adult continuing education, and professional development programs.My accomplishments and roles include:- Spearheading the overhaul of our software installation & patching solution from manual processes to automated system (PDQ suite) which persistently nets over $500,000 per year in labor savings- Providing a new PC imaging solution (FOG, a.k.a Free Open-source Ghost) which increased security compliance while reducing image creation & deployment time by over 50%- Streamlining our yearly PC upgrade process to complete project on time; first in department history- Implementing WSUS (Windows Server Update Services) to eliminate critical WAN link (Internet connection) saturation issues, centralize OS patch management, increase security compliance, and provide rapid rollback- Administration of over a dozen production Windows and Linux servers- Orchestrated campus wide software upgrades; Office 2013 upgrade 2 years ahead of schedule, zero-day patches, regularly scheduled software updates based on client & vendor schedules- Coordinated team replacing multifunction print devices & implementing print management system- Instrumental in College-wide transition to Google Apps, including user outreach, group & one-on-one trainings, preparing written guides, and presentation at College Professional Development Day- Awarded SUNY Adirondack 2015 College Community Spirit Award

Albany, New York Area

- In my first week on the job, built & installed a mission critical server for law firm client in under 20% of normal time requirement with the head advisor.- Regularly executed workstation migrations during server installations including: user data, preferences, additional often unknown user specific programs, new program installation & configuration- Delivered new core servers for multiple clients.- Coached and educated users during new system installations.- Capitalized on available gap times to serve multiple clients at various locations simultaneously.

Glens Falls, New York Area

Responsible for installation and troubleshooting of all workstations, printers, network issues, touch-screen registers, telephones, and projectors in the organization across the five storey grand hotel, ten storefronts, three restaurants, conference center, museum, and Best Western franchise. Additionally, supported data center operations and server maintenance as needed.

Associate Of Science (As), Computer Science

Education record