Kevin Fabregar Email & Phone Number

Singapore

2 Peck Seah St, 03-01, Airview Building, Singapore 079305

2 Peck Seah St, 03-01, Airview Building, Singapore 079305

2 Peck Seah St, 03-01, Airview Building, Singapore 079305

• Prioritize incidents based on impact and severity while ensuring SLA’s are met.• Act as a single point of contact for incidents raised by customers.• Identify, diagnose and resolve incidents and problem cases relating to software and/or hardware challenges.• Talk customers through a series of actions, either via remote session, phone or email until the issue is resolved.• Track incident progress and analysis using ticketing system as a point of reference.• Provide prompt and accurate feedback to customers.• Leverage the internal knowledge base to minimize time to resolution• Contribute to the knowledge base where newly discovered issues occur and are resolved.• Elevate unresolved issues to appropriate internal teams• Gather appropriate evidence to contribute to ongoing support of incidents.• Rule out known fixes within Knowledge base• Rule out common steps to resolve issues• Manage your own backlog of incidents• Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.• Manage escalations as part of a customer assurance program.• Prepare accurate and timely reports of all open incidents in accordance with the agreed action plan for that customer escalation.• Maintain open communications with customer at a higher level than incidents to provide holistic visibility of ongoing issues.

3791 Jalan Bukit Merah, #05-16/17/18 E-Centre@Redhill (S) 159471

Management Duties:•Manage professional services consultant’s operation•Oversee project management, implementation, and closure rate•Recruiting suitable candidates for professional services teamEngineer Duties:•Professional services including implementations, testing, migrations, and system documentations•Technical support to customers and follow up on trouble tickets with satisfactory solutions•Field support activities including onsite or remote support to clients•Provide technical testing or support to pre-sales engineer/customer on the network setup•Provide training to team members, end-users, and partners

3791 Jalan Bukit Merah, #05-16/17/18 E-Centre@Redhill (S) 159471

• Provide professional services including implementations, testings, migrations and system documentations• Offer technical advices to customers and follow up on trouble tickets with satisfactory solutions• Provide field support activities including onsite or remote support to clients• Provide technical testing or support to pre-sales engineer/customer on the network setup• Provide training to team members, partners and end users• Process Return Merchandise Authorization (RMA)