Samson Lu Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, Australia

-Provide technical consultation for our partners-Provide presales support on Y Soft product portfolio -Provide L3 post-sales support for APAC & ANZ region (both hardware and software)-Organizes delivery of services such as Presentations, Trainings, Knowledge Skills Transfer support to our partners on Software & Hardware products/solutions-Incident troubleshooting via ServiceDesk, phone calls, emails, on-site and remote for APAC & ANZ customers-Incident escalation & resolution with YSOFT research & development, and bug tracking via JIRA-Participate on internal projects and strategic department activities-Deliver implementations, upgrades and configuration for Y Soft products-Builds and sustain a relationship as the primary technical contact for the partners and ensure the highest level of satisfaction with the services offered by the company

Sydney, Australia

-Provide current level 2 BAU support for current print infrastructure (Equitrac Environment)-SME for current software roll out (XSPMS using YSoft SafeQ6)-Assist in enterprise implementation with Vendor (Ysoft) -Be the first point of contact for any project escalation -Reporting and bug logging for current project (JIRA)-Cusotmize reporting as per CBA requirement for XSPMS print management solution-Assist in project management (CBA & Fuji Xerox)-UAT Software testing on multiple vendor MFDs (Fuji Xerox & RICOH)-Application troubleshooting and fault findings-Contribute in solution designing on current project

North Ryde

-Provide technical level 2 support for TFNSW, Sydney Trains & NSW Trainslink accounts-Manage customer's escalation through CRM (Remedy & Clarify)-Perform daily health check on application servers and print servers-Taking ownership of major incidents and create post incident report as per SLAs-Performing root-cause analysis post major incident-Technical hardware and software support -Manage print queue creation and embedded plugins for in-house Cost Recovery Application (IGA)

North Ryde

-Network troubleshooting (Scan to email, Scan to folder, network/direct print queues)-Set up & configured MFD as per MID to provide device readiness for our solution analyst -Hardware troubleshooting-Install & setup device onto customer’s network-Provide new customer training on cover recovery products (IGA, AWMS)-Preventive maintenance and modification on devices to prolong device life-Hardware servicing on low, mid & high volume MFDs

Rosebery Nsw

-Network troubleshooting (Scan to email, scan to folder) -Hardware maintenance -Preventive maintenance on MFDs-Refurbish MFD & reconfigured MFD as per sales request-MFD run up & repackage ready for delivery-Provide customer training on variety of MFDs