As the IT Manager at Mercu Biotech, I oversee the company’s technology strategy and infrastructure, ensuring seamless operations and innovative solutions. My role involves:Leading the IT department in implementing and maintaining robust systems and networks.Managing cybersecurity measures to protect company data and intellectual property.Collaborating with cross-functional teams to support business objectives through technology.In addition to my managerial responsibilities, I am also a dedicated Web Developer, currently spearheading the development of the Mercu Tapping System (MTS). This project focuses onDesigning and developing a cutting-edge web application to optimize rubber tapping processes.Integrating advanced features to enhance user experience and operational efficiency.Utilizing modern web technologies and frameworks to deliver a scalable and reliable solution.My dual role allows me to blend strategic oversight with hands-on technical expertise, driving innovation and growth at Mercu Biotech.

-Selected as a part of the Shift Team, handling special clients on a 24/7 basis working 12-hour rotating shifts-Achieved several milestones that brought changes to the organization in a whole.-Able to troubleshoot and identuify complex issues related to printing software and hardware

Provide level 2 technical support via phone & email for Lenovo throughout ASEAN region.Assigned to manage DBS account & backup LPS.Achieved highest TAT for call center & gained client satisfaction due to fast & accurate response.Transferred to ANZ (Australia & New Zealand) support in May 2015.Specially tasked to handle NSW DET accounts & managed to bring down the number of escalations through detailed response to reports.Promoted as Lead Product Specialist for Lenovo ANZ. Directly report to Service Delivery Manager.Handle customer dispute & backup line lead. Liaise with Lenovo L2 on technical escalations, Critsit escalations & process escalations.Provide trainings, handle technical escalations, enquiries & coordinate onsite support for corporate clients. Managed to bring down failed action plan count within 2 months & eliminated agent issues through investigations & coaching. Attended T3 Training Sessions with Lenovo & conducted trainings to Level 1 call center agents. Communicate with Lenovo L2 directly on PD Tool changes (Biweekly PD Interlocks).Analyzed & managed Engineering Hold issues caused by current processes & made changes that caused an increase in overall call center performance.Identified main issues faced by call center in terms of parts dispatched (PPSN) & managed to come up with new processes such as Combo Parts List & escalation guidelines & daily FTF (First Time Fix) reviews.

Field Work Spares Management Outsourced by Telstra.Provide assistance to order spares used to fix network hardware faults.Follow up with onsite technicians on resolution in sequence.

Provide assistance to customers in terms of member privileges, complaints, enquiries, refunds, gift wrapping & attend general enquiry phone calls.

Attend inbound enquiry and after sales calls for Air Asia X. Appointed to the internal audit team to filter refund transactions.Gained wider knowledge on the Business Process Outsourcing Industry in terms of processes.Stared off as a frontline executive and advanced through outbound escalations, guest support (Live Chat & Email) & climbed up to backhand processing.

Troubleshoot wired and wireless networking devices for business and personal use (routers, access points, range expanders etc). Outsourced by LINKSYS to attend calls from the United StatesBasic networking knowledge of CISC O routers (TCP/IP, LAN, WLAN, WWAN)

Trace customers who are unable to be contacted by the bankFollow up with bank customers who have arrears in credit card payment & collect payments. Send report to Bank regarding status of customer's accounts & payments.Skills in counselling debtors into payment schemes that are suitable with their incomesRegulations & ethics on communicating with customersProcedures on recovery and collection