Kenneth Chi Email & Phone Number

Calgary, Ab, Ca

Calgary, Ab, Ca

Calgary, Alberta, Canada

Calgary, Canada Area

• Providing sales assistance to customers in all technical areas such as Computers, Audio Visual Equipment, Mobile Phones.• Delivering quality customer service in a professional, courteous, and helpful manner• Performing inventory counts, merchandising, and maintaining the professional sales image of the department.

• Provide technical support at clients’ sites including resolving desktop, server, printer, and email issues via phone, email, chat, and onsite support.• Onboarding and setup of Active Directory and Group Policy• Monitoring and supporting M365 access and licenses• Maintain records of all work completed through ticketing system.• Integrating and supporting various Windows-based and client/server-based networks, as well as virtual servers running on Microsoft Hyper-V.• Test and install Windows Server patches and software updates.• Maintain and monitor backup software and logs.• Assisting with various IT projects and upgrades.• Respond quickly and efficiently to customers’ concerns.

Calgary, Alberta, Canada

• Monitor, analyze and respond to oil and gas well alarms brought in from various SCADA systems. • Receive and act on support requests with a focus on superior customer service while troubleshooting and resolving problems. • Validate and troubleshoot production data for various reports. • Monitor and respond to working alone devices. • Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters across multiple SCADA Hosts • Coordinating the implementation of automated data pushes to a customer’s field data capture or production accounting solutions • Identifying and reporting application bugs • Refer enhancement requests and/or technical service requests to the appropriate team members. • Escalate customer issues to other areas within Customer Care. • Support other team members enthusiastically when called upon for help. • Assist in objectives and operating policies for the Customer Care area • Act as a change agent both internally and for our customers to promote and effect continuous improvement in the delivery and the adoption of Zedi Cloud SCADA Solutions• Participate in the regular on-call rotation to provide after-hour support directly to customers and field service technicians.

Calgary, Canada Area

Calgary, Canada Area

Calgary, Canada Area

• Hold technical stakeholders accountable for all high severity IT Incidents globally (NA, LA, EU, AP).• Facilitate high impact Incident bridge calls during extreme production outages.• Send Major Incident Alert communications to 5,000+ business and technology stakeholder recipients.• IT liaison between internal Cargill IT teams; including external Data Center hosting providers.• Innovate and implement Major Incident process improvements.• Identify and close gaps in Incident Escalation and Execution.• Provide daily and weekly incident reports and metrics.• Provide leadership support to Executives and IT leaders.

• Lead execution of image creation, testing and deployment on assigned sites.• Perform upgrade testing and roll-out procedures• Setup installation and configuration of the server

• Overall responsibility for assigned account processes including documentation, change control, process training and customer satisfaction• Conduct Analysis and design specification, customization and documentation of business processes.• Perform organizational and business process reviews, investigate, analyze, and verify gaps within business processes• Proactively seek improvements and enhancements to service support according to the business objectives• Provide processes for agents to utilize to meet case resolution requirements• Communication of new or revised processes on time• Updating knowledge-based changes on the internal database• Ensure that account processes are aligned with the Global Processes• Account change control and management• Escalate and follow-up on new releases or maintenance activities (product/process)• Provide support to the agents when the release information is received (product/process)• Ensuring that the service provided by the agents is to the best quality• Proactively seek improvements and enhancements to quality of service• Performs Customer Satisfaction Surveys and monitor CSAT Feedback and complaints• Classifies customer feedback detecting negative feedback or complaints• Support the continuous improvement process by preparing trend reports on customer satisfaction and identifying process improvement potentials• Assesses or investigates root cause for negative feedback in collaboration with internal lines of services, develops corrective measures to ensure defined quality gates and documents proposed action plans• Verifies practicability of measures with involved parties, initiates implementation and informs customer• On a regular basis provides reports on achieved CSAT levels to QA specialists (as input for agent performance evaluation) as well as to operations manager and service quality managers• Prepares specific trend reports for continuous improvement purposes

• Providing 2nd level support to the internal customers• Accept escalations from 1st level support team• Acceptance and documentation of incident/request• Handle problem resolution which may require follow-up and/or escalation to a 3rd level or higher support• Providing support to a specific Business Unit customers• Acceptance and documentation of incident• Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise• Report on a regular basis SLA performance of specific Business Unit services and provide corresponding analysis of past incidents and corresponding recommendation to mitigate said incidents in the future

• Providing 1st level support to customers• Acceptance and documentation of incident/request• Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise

• Providing 1st level email support to customers• Acceptance and documentation of incident/request• Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise

• Ensure restaurant and bar sales are recorded and settled accurately.• Maintain and safeguard cash float.• Comply to shift opening and closing, cashiering, and credit cards validation procedures.• Verify entitlements and handle deposits received.• Able to reconcile reports and submit on time.• Perform other tasks as per assigned from time to time.

Business And Computer Information Technology, Information Technology

Bachelor Of Science, Computer Science

Activities and Societies: Artist Guild - Head of Literary Arts Legio Publica - English EditorHead of Literary Arts and English Editor.