Ma Samantha Quing Dy Email & Phone Number

Christchurch, Nz

Ashburton District, Canterbury, New Zealand

-In charge of providing hardware, software, and associated infrastructure for systems enabling employees and contractors. This includes installation, configuration, operation, and maintenance.-Assist in resolving all IT-related issues and requests by doing first- and second-level troubleshooting.-Asset management -Produces, edits, and reviews knowledge base articles.-Observe data governance by managing user accounts and making sure the right level of access is granted on shared drives and resources.-Contact vendors and other 3rd parties to perform services according to the agreed service levels.

Dubai, United Arab Emirates

-Led a team of Service Desk Engineers to ensure customer satisfaction through effective communication and problem resolution.-Managed daily operations and workflow of the call center to optimize productivity and efficiency.-Conducted regular performance evaluations and one-on-one coaching sessions to develop and improve agents’ skills.-Handled customer handover from Project to Production environment.-Coordinated with vendors and stakeholders for high priority issues.-Ensured that we are working according to the client’s defined service level agreement and contract.Achievements:- Improved call center metrics by 20% through implementation of new processes and procedures. - Successfully trained and onboarded new Engineers in a timely manner, resulting in a seamless transition and increased capacity.

Dubai Internet City

- Responded to customer inquiries and resolved complaints via phone, email, and chat - Maintained accurate records of customer interactions and transactions on ticketing systems such as Ivanti, BMC Remedy, Lynx and JIRA - Routinely collaborated with other departments to address customer concerns - Complied with company policies and procedures to ensure customer satisfaction - Performed Data Center operations, including troubleshooting hardware and software issues. - Onboarded devices on monitoring tools: Managed Engine, PRTG and site24x7 - Virtualization technology management Citrix VDI, VM - Hands-on experience in Exchange and O365 Administration, Active Directory Creating of user account and mailbox, Password Reset, Managed Groups - Email, VPN, PIM setup and troubleshooting - Backup Management on different platforms like VEEAM, Commvault, Veritas which covers offsite tapes. - Prepared incident reports and notifications for planned activities Achievements: - Successfully resolved over 90% of customer complaints within 24 hours - Consistently exceeded monthly customer service goals, resulting in positive recognition from management- Led a team of L1 Engineers

Taguig City, Philippines

-Answered inbound calls in support of customer’s needs.-Conveyed reassuringly step-by-step instructions to resolve application issues.-Responsible for supporting entire Dial up/ADSL and IPTV/GPON, Loop bonded network issues including email and wireless concerns.-Performed Wired and Wireless troubleshooting on different Routers (DLink, Actiontec, Siemens, Zyxel, etc).-Performed queries in multiple databases.-Dispatched Technicians to customers with hardware failure and network issues.-Conducted call back for monitoring purposes.Achievements: Made it to the Mentor Team as Assistant Team Leader in July 2006. We supported Coach Camp agents with their troubleshooting skills and conducted call analysis to ensure quality of service. Reported team’s actual performance versus targets and goals.

Bachelor'S Degree, Computer Science, 1.75

Activities and Societies: Computer Science Society

Culinary Arts

Secondary Level

Diploma Of Education, Fundamentals Of Caregiving