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.

- 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.

- 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.

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.

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

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.

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.

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.

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.

Associate Of Science (As), Computer Science

Education record