Robert Yip Email & Phone Number

Mississauga, On

• Manage all phases of multiple projects in collaboration. Project consultation, preparation, implementation, final testing, cutover planning and post implementation deployment.• Performing technical support solution onsite or remotely, submit change request and documenting implementation steps

Mississauga, Ontario

• Ensuring application support requests are responded and resolved based on pre-defined Services Level Agreement (SLA), sometime conducting remote session to troubleshoot customers’ issue• Logging and tracking issues with the use of Microsoft CRM/SysAid/ServiceNow and client specific helpdesk system• Working closely with the manufacturers’ product support teams on issues escalation

Richmond Hill, Canada

• Formulate and manage the development and implementation of goals, objectives, policies and procedures to QA/QC.• Ensure tests and procedures are properly understood, carry out and evaluate.• Promote quality and performance improvements throughout the organization.• Design and implement network utilities and tests to improve service times• Create standard operating procedures and ensured compliance from technicians• Make final decisions on the issues CSR and TSR were unable to resolve• Make recommendations to modify the program to enhance effectiveness of the process.• Resolve HP ARM (Active Risk Management) and respond all inquiries from HP PSG and TCO. • Weekly conferences with Quanta Quality group, HP Order Management group, and Quanta Engineering teamAchievement:• Implemented a network system that used PXE technology to test the laptops and desktops.• Implemented QC/QA software tests that log the test results back to the server• Implemented Network SWDL/Data migration (Automated Backup system) • Re-repair reduction (successfully achieved the goal and maintained the SLA for over 3 years).• Implemented a Document Control Center and 5S (methodology) to meet the ISO 9001:2015 (International Organization for Standardization – Quality management systems)• Implemented a webcam system that records the receiving conditions of the computers for warranty service.

Markham, Canada

•Team supervision, performance management and staff training•Monitored and advised on repair process•Implemented management policies and directives•Clearly stated and recorded all aspects of member performance

Markham, Canada

•Reconfigured windows setting/restore operating system/resolve software problems•Provided warranty and repair services on laptops from HP/Quanta, Costco, Tiger Direct, Best Buy and Future Shop•Inspected all aspects of hardware problems, condition and required parts using SAP

Richmond Hill, Canada

• Troubleshot and repaired desktops, notebooks, servers and printers.• Applied hardware and software upgrades• Analyzed and diagnosed software and operating problems • Provided technical support over the phone.

•Performed on-site installation and maintenance of electronic equipment• Installed, configured and supported school’s computers, setup network infrastructure• Requested information on the symptoms, diagnosed source of the failure, walked the end users through potential solution and verified the problem been resolved.