Jun L. Email & Phone Number

Sydney, Australia

Sydney, Australia

o Achievement: Trained up new recruits to quickly handle tasks Resource planning Annual Performance Review for team members Assisted Customer Success Manager to improve customer satisfaction Vault Promomats certified within 2 weeks of joining company Guidance to team members on products and process even for the team members who have been in the role for long. Improve ticket handling count for APAC team Improve team’s understanding on new product Improve team confidence on business writing and over the phone troubleshooting Lead team to more efficiently resolve cross regions open issueso Task: Ensured ticket SLA met Involved in process enhancement in accordance with ISO Identify and solve internal team issues Maintaining/increasing clients’ satisfaction and reducing escalations Weekly PromoMats (software) training Providing support & mentoring team Support and software technical assistance to global clients Produce reports for clients and internal management Run monthly team meetings and 1 to 1 Hiring and training new agents

 Support network devices for dedicated clients Ensure overall ticket SLA met Involved in process enhancement  Representing HP's Best Shore Centre in Malaysia to liaise with external auditor and prepare required ISO audit documentations for smooth external audit  Managing process and future account direction with client via nightly meetings through nightly meetings Managing escalation to ensure quality solution delivery  Personally manage severity 1/2 calls to ensure immediate resolution  People and resource management to ensure sufficient resources available for additional/urgent engagement Managing account billing reports Managing team financial forecast Involve in external hiring and interview candidates Train & mentor new hires and work out buddy system Managing escalation to ensure quality solution delivery  Liaise/work with Project manager to plan and ensure smooth implementation of additional project (eg: IOS upgrade, SSH enabling/Telnet disabling, ACL update, Cisco switch refresh to HP Procurve) Introduce and implement templates for tickets work log and resolution field standardization Sponsor manager for Bakery Club under ITO Social Club Representing HP manager in career fair

Team Lead Support network devices for dedicated client  Overseeing and personally involved in tickets handling to ensure overall ticket SLA met Vendors engagement and escalation Train & mentor new hires and work out buddy system Prepare team’s process documents Involved in process enhancement and obtaining account approval for any new process  Managing daily aging reports and taking on the quality manager role Representing HP's Best Shore Centre in Malaysia to liaise with external auditor and prepare required audit documentations for smooth external audit Prepare documents and checklist relating to ISO20000 single handedly Prepare documents and checklist relating to ISO27001 Maintained and update documents related to ISO27001 Prepare for ISO internal and external audits for Malaysia center’s compliance Managing process and future account direction with client via nightly meetings through nightly meetings Managing callbacks and team shift pattern Perform yearly audit on process documents or whenever requiredShift Lead Support network devices for global leverage accounts till November 2006 Support network devices for dedicated client  Tickets handling and ensure ticket SLA met Assigning tickets to shift engineers Vendors engagement and escalation Troubleshooting with users and vendors Shift turnover report Train new hire on process flow Fresh Grad/Engineer Trainee as backup for voice admin Support network devices for global leverage accounts Monitor alarms and create tickets for genuine issues Vendors engagement and escalation Live troubleshooting with user and vendors via MeetMeLine (MML)