Samson Kiang Email & Phone Number

Greater Houston

Houston, Texas Area

Houston, Texas Area

•Manage and troubleshoot issues remotely with fuel additive dispensers and network equipment•Work with Field technicians and Contractors daily to schedule, repair, or replace damaged equipment•Evaluating and approving contractor invoices for payment•Receive inbound calls from fuel sites and customers to address concerns/issues with fuel additive and equipment•Place outbound calls to fuel sites to proactively troubleshoot potential issues with additive dispensers.

Houston, Texas Area

-Provide frontline support for computer related issues, and if need be, escalate issue to network team-Provide support for proprietary software-Responsible for promptly creating tickets to track users’ issues and respond in a timely manner via telephone and email.-Creating or Removing user accounts from multiple systems, including AD, MS exchange, Sharepoint, and Cisco CM and Unity for new employees or terminated employees

Houston, Texas Area

•Provide 2nd line analysis and troubleshooting for issues reported to the service desk•Resolve tier 2 level application system inquiries, requests, and incidents by clarifying the initial request or incident•Documenting resolution activities in trouble ticket tracking system and knowledge management•Update and maintain project's Sharepoint Site. •Monitor all available problem ticket entry points (incoming calls, mailbox monitoring, and ticket queue) to ensure tickets are being addressed in accordance to the SLAs.•Facilitate all meetings such as but not limited to the Pre-Scrum, Scrum, Validation, Weekly Live Meeting, USB, Weekly Ticket Tag-Up, Weekly Implementation Call•Responsible for preparing accurate documentation and responding to action items in a timely manner•Subject Matter Expert for the application, functional user roles and service desk processes and procedures•Responsible for preparing gap analysis before and after application changes including hardware and software•Training and instructing new hires on job responsibilities and company policies

•Supervised office moving project including finding, researching, and working with multiple vendors ranging from construction to phone/cable providers to security systems and others•Responsible for maintaining Company software and updating as needed•Solo assist 250+ staff and realtors•Diagnose and repair personal and company PC’s and laptops (Windows and MAC)•Maintain and monitor multiple servers (Data, Exchange, Printers, eFax, Backup, Phones, blackberry)•In- and Out-process agents, including setting up AD and either Exchange or outside emails•Schedule, host, record, and Monitor WebEx meetings•Responsible for training agents on multiple systems (MS Office, eEdge, other company software)•Monitor, maintain, and edit multiple company websites

•Assist a population of 2000 staff and students with IT matters•Diagnose and repair personal and company PC’s and laptops•Assist in maintaining school network and printer network•Aid in supervising school equipment moving and storage•Create and monitor school ID/security badges