- Develop and execute strategic plans aligning with the company's goals and market trends.- Identify opportunities for business expansion, new service offerings, and partnerships.- Oversee the daily operations of the Contact Center, ensuring efficient project management, timely service delivery, and adherence to quality standards.- Implement and refine operational processes to optimize resource utilization and project execution.- Lead and inspire a cross-functional team of network engineers, project managers, and technical support agents.- Foster a collaborative and innovative team culture, promoting professional growth and development.- Build and maintain strong relationships with clients, understanding their needs and ensuring the company's solutions meet or exceed expectations.- Collaborate with the sales team to identify new business opportunities and nurture client partnerships.- Develop and manage budgets, forecasts, and financial plans for the company- Monitor financial performance, identify areas for cost optimization, and drive revenue growth.- Stay current with industry trends, emerging technologies, and best practices in IT network solutions.- Drive the integration of innovative technologies into the company's solutions and services.- Identify potential risks and develop strategies to provide mitigation, ensuring the company complies with relevant regulations and security standards.- Foster effective communication across departments to facilitate collaboration and alignment.

REST solution was created by IT professionals with many years of experience in IT Engineering and support spanning various sectors such as finance, transport, pharmaceuticals, cloud solutions, IT service and telecommunication.The businesses of today rely heavily on efficient and round-the-clock IT support. We, the REST team, aim to be our clients’ business partners.REST Solution offers clients a hassle-free and flexible access to a full managed service package: • A Network Operation Centre to monitor IT infrastructure/application and manage the incident• A Service Desk support to support end users• Remote Manage Service with an IT operation team to define, implement and maintain their IT infrastructure (Servers, Network, Cloud, Storage, etc.)Thanks to our complete solution, our clients can: • Save both cost and time.• Focus on the company's core business• Increase the level of efficiency and quality of service of the IT departments

- Overall in Charge of Day to Day Operations of the Company- Officer in Charge who liaise directly with Clients and Vendors- Liaise with Potential Customers and Pre Sale Contacts

- Overall in charge of Call Center - Network and Systems Engineers that provides high level HSIA technical support and customer service- Overall in charge in maintaining technical troubleshooting standards, service level, and customer satisfaction- Responsible on all aspects of staff management, training, recruitment, performance and career development- Overall in charge in enforcing and reviewing Call Center policies and procedures, making operational decisions to meet the needs of various Hospitality Cliens (Hotels and Residences) and Wireless@SG Groups.- Overall in charge in managing Level 2 and Level 3 Support for all Wireless@SG clients- Develop and design workflow solutions and different technical escalation processes in handling HSIA/Network and Wireless Support Groups- Reviews Wireless@SG Monthly reports which includes bandwidth traffic analysis, logs, and fault reports- Ensure that clients' weekly and monthly registration and service reports are received and provide further network analysis and recommendations- Overall in charge of overseeing Call Center Operations. Providing leadership, guidance, and managing onsite support resources, motivate staff and monitor supervisor/leader performance and ensure service levels are upheld. - Performs random checks on Daily, Weekly, and Monthly Checklists conducted by Supervisors, Call Center - Shift Leads, and Systems Engineers- Manage and Liaise with different Hotel Groups and coordinate special network setups required of different meetings/events/conferences over 40+ Hospitality Clients- In charge of liaising with Hotel Front Office Managers, Hotel IT Managers, Hotel Banquet Managers for any special Network inquiries or Event / Meeting requests- Review weekly quality call assurance for both Help desk and System Engineers to maintain high customer service level over the phone or via email.

- In charge of overall tickets / cases handled for over 40+ Hotels and SME Clients.- In charge of resource allocation to different onsite requests from different HSIA / SME clients- Provide assistance in generating transaction reports and daily support calls report to clients.- Performed counter check of daily operational checklist for email servers, gateways, handover tasks, etc.- Provide Level 2 Escalations for Microsoft Products ( Office 2k, Office 2k3, Office 2k7, MS Server 2003 / Server 2007 )- Perform overall check for weekly server audits and gateway maintenance.- Assisted with RMA Process and liaised with Vendors for any defective devices that need to be sent back for repair / replacement.

HSIA (High Speed Internet Access) – Hospitality Clients- Performed basic network troubleshooting over the phone pertaining to guest network problems from different Hospitality Clients (Hotel and Serviced Apartments)- Performed level 1 and level 2 troubleshooting on different VBN Gateways – IP3, Solution IP, and Antlabs.- Liaised with Engineering Departments from Hospitality Clients pertaining to any network switch issues (switch hang, loss of power, network spamming, etc.)- Liaise with IT Department regarding Severity 1 cases pertaining to ISP Router issues, Posting problems, Core Switch issues, etc ) Network Support – Hospitality Clients- Perform configuration of various layer 1 and layer 2 switches – Compex, Allied Telesyn, 3com, Linksys / Cisco. Desktop Support – SME Clients- Performed remote troubleshooting to resolve different Software Application issues - Provide email configuration and troubleshooting for different email programs ( Outlook 2k, 2k3, and 2007, Eudora, Thunderbird, Entourage, MacMail, etc )- Handled and resolved basic and complex desktop issues for different platforms - Win XP / Vista / MAC / Win 7 - Provide email support for general inquiries, email, network, software and application issues- Perform remote troubleshooting involving folder permissions, drive mapping, printer installation, etc.- Assisted to remove Viruses, Spywares and Malwares on infected PCs Server Administration – SME Clients- Provided regular server checks – Hard Disk Space, Anti-virus definitions, Windows Update, Event Viewer Checks.- Active Directory Administration. Group Policy and Permission settings for different users. - Monitor and Troubleshoot Data Backup related problems ( Symantec Backup / Veritas Backup )- Visnetic Mail Server administration. Assist to create content filters, mail forwarding rules. Assign secured IP Addresses, Greylisting, Intrusion Prevention

- Provide different technical solutions for wide varieties of McAfee products- Provide first level troubleshooting over the phone of different Windows Operating System- Provide general troubleshooting for virus removal using McAfee Antivirus- Provide level one technical support for Microsoft Outlook to ensure emails are sent and received and spam are blocked using McAfee Spamkiller- Provide level one technical support for Internet Explorer, Netscape, and Mozilla Firefox to ensure fast connectivity, smooth internet surfing, and identity protection using McAfee Firewall Plus and McAfee Privacy Service - Handle Wi-Fi troubleshooting for McAfee Wireless Home Network Security- Provide information on installation, manual configuration and automatic/manual removal of different McAfee programs

- Handled US Nextel customer accounts, provide account activations and account verifications. - Update customer information using a single window database. Handle customer issues and feedbacks- Provided information on different Motorola phones with regards to its key features and usage, provided information on phone insurance, GPS, MMS, SMS usage and provided level 1 technical support - Handled pre sales inquiries for potential customers; provide Nextel branch locations across US for in house phone repairs and purchases. - Handled phone orders, and provide phone order turn around times- Handled account modifications, retention, escalations, report outages and handle line swaps and flip flops- Provide customer analysis on customer usage, airtime minutes, and offer appropriate rate plans of different Nextel customers across US - Handle credit card and check payments over the phone. Handle bill inquiries and analyze customer expenses on a monthly and yearly basis and provide credit adjustment if necessary