Owi Wei Shen Email & Phone Number

Singapore

Singapore

Singapore

- Provide system operations support and administration; monitor regional system and storage infrastructure performance and the resolution of technical problems- Review and ensure all aspects of the infrastructure and service are monitored and that the regional level has clear visibility and awareness of possible service failures or gaps- Perform problem/issue identification and resolution; work across multiple teams and vendors to identify the root cause and find suitable workarounds or solutions- Recommend system modifications to improve service quality and stability. Develop good configuration best practices and guidelines- Ensure current configurations are documented clearly and accurately in Knowledge Base- Perform, monitor and audit configuration changes across critical regional devices or services, and ensure they are supported with authorised change requests- Assist with the implementation of agreed infrastructure changes, maintenance routines and component updates and upgrades- Develop and share tested methods in remediating common or highly critical vulnerabilities

Singapore

Singapore

• Provided First Call Resolution (FCR) technical support via phone calls and email. Ensure calls and emails are answered and responded in a timely manner. • Performed level one troubleshooting for every reported incident and escalate accordingly to the correct responding support team to avoid unnecessary escalation.• Generated daily basis reports for operational usage. Ensure service agents are well performed and always deliver the services within the targeted service level.• Awarded “Service Excellence Award” within a year of service for receiving a most compliment for technical support and customer service.

Selangor, Malaysia

• Provided First Call Resolution (FCR) technical support via phone calls and chat tool. Ensure calls and chats are answered and responded in a timely manner. • Performed level one troubleshooting. By remote session or guiding through phone calls for every reported incident and escalate accordingly to the responding support team.• Worked beyond Knowledgebase. Providing support and solution out of the Knowledge base to decrease the escalation rate and increase customer satisfaction.• Supported multiple types of the user from different departments. Approached user with appropriate way depending on the user’s understanding of IT while handling incidents in a professional manner with empathy and calm enraged user to reduce complaint rate.

Kuala Lumpur, Malaysia