Ryan Ho Email & Phone Number

Singapore

• Be the customer-facing LivePerson support representative who build strong customer relationships and is responsible to manage assigned enterprise customers’ engagements from initiation to resolution• Assisting with customers’ technical requests, managing of day-to-day technical issues and to keep customers updated of upcoming global/regional maintenance activities• Manage all deliverables to ensure timely delivery with high quality standards that fulfil customers’ technical and business requirements• Keep track of key account support metrics and identifying potential growth opportunities• Provide constant transparency and open engagement while communicating progress and managing expectations of both internal and external stakeholders• Manage high priority incidents with global/regional impact, and work with internal and external teams towards full resolution• Responsible for key accounts in Singapore, Australia and Philippines, as well as global account

Singapore

• Primary Veritas support contact for Business Critical Services (BCS) delivery to enterprise customers• Identify and manage the delivery of proactive services to customers for improving availability, managing capacity, planning for change and providing recommendations• Develop and maintain strong relationships with assigned customers (e.g., technical, management and executive), ensuring positive support experiences and a realized return on their Veritas products and services investment• Maintain customer satisfaction to the highest levels by driving expedited resolution for critical issues and technical escalations• Works closely with internal sales and support team to drive BCS contract renewals, as well as to create potential business opportunities by understanding customers’ business and IT needs• Responsible for key accounts in Singapore, Philippines and Indonesia, as well as global accounts

Singapore

• Manage the operational delivery and overall performance of service desk function which serve over 2 million users• Responsible for service delivery processes, cost optimization, customer satisfaction, contractual deliverables, procurement processes and vendor governance • Communicating and collaborating with senior management on client account management and business growth• Work with client and operations team on onboarding, as well as to identify and manage service improvement activities• Work with operations team, business development team and solution architect to contribute to overall performance of assigned accounts and managed services division• Management of business-critical projects, such as the setup of National Certification Authority (NCA) for the Government of Singapore, to ensure smooth transition and completion

Singapore

• Primary HPE support contact for proactive support and services delivery to mission critical enterprise customers• Identify and manage the delivery of technical and proactive services to customers for improving availability, managing capacity, planning for change and providing recommendations • Promotes customer satisfaction and loyalty through efficient and effective delivery of services, proactively managing issues that could impact service delivery and serving as the customers’ trusted advisor• Act as a single point of contact to customers during incident, problem and escalation management for HP enterprise products• Works closely with both customer’s IT team and HPE internal account support team to document and understand all the components of the infrastructure and business• Works closely with HPE sales team to create potential business opportunities by understanding customers’ business and IT needs• Significant growth in assigned accounts and zero dropped accounts• Responsible for some of HPE’s top enterprise customers from the telecommunication, education and accounting sectors in Singapore

Singapore

• Responsible for the maintenance of IT operation’s assets in the data center through use of database management tool• Liaise with IT engineers and managers to collect and verify assets’ details and centrally manage the assets• Fulfilling the role of “Local Compliance Manager” by ensuring that all software installed on the assets in the data center and its software licenses are properly purchased and accounted for• Ensure that there is an accurate and updated list of spare assets so that they are easily available if required• Ensure that the process of scrapping assets are properly executed and comply with• Maintain and update the data center’s cabinets and layout plan so as to provide an accurate picture of current data center usage level• Ensure that the data center’s forecasted power and cabinets requirements are accurate so as to assist in future business and capacity planning• Participate in the migration of database system so as to fulfil the needs and requirements of IT Service Management

Bachelor Of Science, Information Systems And Management, First Class Honours

Singapore Institute of Management (SIM) Silver Award (2006)

Diploma, Electronic And Computer Engineering