John Ly Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Incident and Problem Specialist, Focused on exceptional user experience and business outcomes.

Sydney, New South Wales, Australia

Leading Service Management across Enterprise accounts and building intimate customer relationships.

Sydney, Australia

Cisco High Touch Operations Manager acts as a trusted advisor and Primary point of contact across assigned portfolio for all Service Assurance and related Service Delivery activities. Focused on delivering exceptional Customer Experience.

Sydney, Australia

Working with customers, partners and vendors to deliver services that are aligned to industry best practice (ITIL) managing teams to deliver the right outcomes and experience for all customers.

Belrose NSW

Lead and develop SOPs aligned to Industry best practice around knowledge management and training for operational teams.

Belrose

Manage and lead afterhours team to ensure service standards and KPIs are met.

Belrose

Support Enterprise customers and their environments using best industry SNMP (Spectrum) and ITSM (ServiceNow) based tools.

North Sydney, NSW

• Pro-actively managed incidents raised by external and internal customers, own and manage incident through to resolution using tools such as Remedy, HP Openview and EMC Smarts.
• Incident management, managed critical P1/P2 incidents. Worked with internal and external resolver groups to restore services within SLA.
• Received two NCR achievement awards for displaying NCRs shared values and contribution to business objectives.
• Identified a trend of issues within the NOC shift team, spoke to each member and redesigned the NOC roster. This resulted in a significant boost in motivation and work performance.

Silverwater, NSW

Inventory / hardware management - Conduct onsite install-repair of communications equipment.