Rocky Wang Email and Phone Number

Operation Management - Daily Operation, work load balance, ticket process maintenance, Performance Management Plan, Objective & Goal Setting, Career Developments, Recruiting & Hiring, Shift Times & Scheduling, Maintaining Customer Satisfactions, Reports & Analysis, and escalation process.Team Lead: supervise and direct team, technical mentor.Duty Manager/Global Escalation Manager: work closely with customer for all kinds of escalation, follow up with customer escalation with timely manner to track the process and action plan, build reputation with customer for long term cooperation.Knowledge Management team coordinator: act as SME to review KB article, make standard process for KB and work with global KM team to manage and maintain KM project.Project Manager: responsible for internal department projects, focus on training, web tools implementation and knowledge sharing.

Tier 3 support role to be the third line support engineer, responsible to resolve production issue in real time.SME: Senior tech expert.Mentor: coach Tier 2 service desk group to assist on the problem analysis, excellent survey received from all four Tier2 teams.Senior support specialist and team lead, perform technical trainer and mentor role, provide Avaya product knowledge transfer and technical training for new hire, and provide daily technical mentor support for team member

Developer for Core Banking system for AMEX retail banking.Tech support for global market for AMEX.