Shande Ho Hip Email & Phone Number

Australia

In my role as an Incident Manager within the Networking Operations Centre, I am tasked with ensuring the prompt and effective resolution of incidents that impact our network and systems.• Incident Management:◦ I lead high-severity incident support, directing technical staff in real-time chat and voice bridge environments to efficiently resolve issues. ◦ Manage incident coordination in the Networking Operations Centre, overseeing alerts, performing triage, and coordinating responses.◦ Maintain clear and timely communication with stakeholders, providing regular updates on incident status and resolution progress◦ Consult with senior leadership during incidents, providing structured communication updates every 30-60 minutes.◦ Identify and escalate critical incidents to appropriate management levels for prompt resolution◦ Ensured incident closure in accordance with Service Level Agreements and functioned as a point of contact for major incidents.◦ Initiate post incident reporting to identify improvement opportunities.• Proactive Issue Resolution:◦ Identify and address potential issues before escalation, analyzing data trends from internal tickets, customer contacts, and network monitors.◦ Conduct post-reviews of high-severity incidents and provide audit data for investigations.• Routine Operations Centre Tasks :◦ Provide first-line response for system alerts and issues, including Windows OS, Linux OS, ESX Host, and application-specific problems.◦ Managed first line escalations, resolved tickets, and managed the manual re-assignment of PagerDuty calls.◦ Monitored critical incidents and proactively analyzed alert trends in real time.• Project Management:◦ Completed project work and tasks on schedule, ensuring clear communication with stakeholders.◦ Took on additional projects as required by the business.• Power Automate Workflow Management:◦ Implemented automated workflows using Microsoft Power Automate

Australia

As a NOC Engineer Level 2, I played a pivotal role in the efficient resolution of network and system issues by coordinating technical staff from multiple teams in real-time chat and voice bridge environments. My responsibilities included liaising with internal and external senior leadership through live chat, voice bridges, telephone, and email, ensuring clear and timely communication during incidents.I was responsible for drafting and submitting structured communication updates to stakeholders, keeping them informed throughout high-severity incident investigations. In addition, I ensured that resolved incidents were properly closed, with confirmation from end-users.A key part of my role was monitoring incidents to ensure compliance with Service Level Agreements (SLAs). I acted as the primary point of contact for major incidents, providing leadership and coordination to facilitate swift resolution.

Australia

In my role as a Personal Banker, I was dedicated to delivering a personalized banking experience to each customer, assisting them with all their banking needs to optimize their overall experience. I provided tailored customer solutions, ensuring that every client received the maximum benefit from their banking services.As the first point of contact for customers, both in-branch and over the phone, I offered a seamless service experience, guiding them through a range of products, including banking, insurance, and security services. I also played a crucial role in assisting clients with fraud-related cases, helping to secure their accounts and resolve issues promptly.Building solid relationships with clients and other stakeholders was a key part of my role. Additionally, I served as a Business Banking Specialist, providing expertise to support business clients with their unique banking needs. As the ATM custodian, I managed the inflow and outflow of cash to ATMs, ensuring efficient and secure operations.

Brisbane, Queensland, Australia

As a Client Manager, I collaborated closely with management to implement effective customer service initiatives, ensuring a high standard of service delivery. I took ownership of productivity, managing workflows to consistently meet or exceed quality service goals.My role involved researching and resolving regular, advanced, and long-standing customer concerns, which helped to foster company loyalty. I built strong partnerships with diverse internal teams, including sales, finance, and operations departments, to streamline processes and enhance overall efficiency.I was responsible for training and mentoring associates, focusing on performance-oriented strategies and customer service techniques. Additionally, I reviewed recurring issues within operations and business management, implementing solutions that improved company outcomes.Working with the marketing department, I helped launch and manage promotional activities and campaigns, contributing to business growth. I also sustained continuous improvement by implementing customer interface management systems across various channels, including telephone communication, email marketing, and social media.By collecting customer feedback, I made process changes that exceeded customer satisfaction goals. I also ensured that client requests were followed through to resolution, reinforcing our commitment to exceptional service.

City Of Johannesburg, Gauteng, South Africa

• Managed quality assurance program, including internal audits and customer information.• Developed team communications and information for team meetings.• Maintained excellent attendance record, consistently arriving to work on time.• Drove operational improvements which resulted in improved operations.• Worked with private banking customers to understand needs and provide Anti-Money Laundering service.• Outbound calls and email communication to address customer inquiries and concerns.• Ensuring data quality standards are met at all times• Managed customer relations and customer service through daily communication and interaction.• Exceeded service objectives by applying proven customer service practices.• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

City Of Johannesburg, Gauteng, South Africa

• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.• Worked with upper management to complete complex projects on tight budgets within specific timelines.• Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.• Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.• Managed payroll for organization of over 100 personnel.

Graduate Certificate In Information Technology, Information Technology, High Distinction

Bachelor Of Commerce With Honours, Accounting And Business/Management

Bachelor Of Commerce - Bcom, Business/Managerial Economics