Steven Tan Email & Phone Number

United States

San Francisco, California

• Serve as the primary point of contact for the San Francisco on-site support with the flexibility of remote support• Developed and program managed the whole end-to-end framework for integrating new tools and services scoped for support by the Service Desk• Review and analyze tickets made by peers through ticket quality management• Troubleshoot, maintain, and upgrade conference rooms, network equipment, and server rooms• Offer high-level assistance to EAs, Directors, VPs, SVPs, and C-suite executives while ensuring SLAs are met• Provide certified one-on-one coaching for creating technical documentation and runbooks• Collaborate with engineering teams to be the first to QA, understand, and validate all emerging products and services• Build and maintain processes, support models, dashboards, documentation, and training material around new tools and major changes• Implement change management processes, including communications and IT newsletters• Facilitate weekly syncs with manager and direct team to review on-going issues, upcoming events, and scheduling• Spearhead IT consolidation initiatives for mergers and acquisitions• Worked with vendors to revamp existing hardware management processes such as laptop repair and e-waste• Managed and improved the virtual Service Desk web ticket queue by updating routing workflows, shifting support groups, and pushing for automation

Mountain View, California

• Provided in-person and remote support for internal employees and third-party contractors, managed daily web queue tickets, and supported more than 13 channels as part of the Virtual Tech Kiosk pilot team• Documented and improved standard operating procedures through the detailed creation of internal and public knowledge base articles• Administered systems including Slack, Box, Adobe, Google, Exchange, and Cisco VoIP• Managed computer imaging with LANDESK/Jamf and assets via ServiceNow• Ensure all computers meet compliance through Network Access Control• Achieved more than 90% first-contact resolution rate and maintained high customer service standards with thorough follow-ups• Monitored and participated in countless Slack collaboration channels where peers go for help and escalations

South San Francisco, Califorinia

• Managed and provided professional services to over tens of thousands of internal users• Analyzed, troubleshoot, and documented technical issues as an individual and as a team• Resolved all issues at a rate of 80% - 85% on first contact with an expected rate of 70%• Enhanced and improved processes by evaluating best practices• Collaborated with hundreds of support groups while acting as a liaison between users and engineers• Provided a wide range of support including Mac OS X, Windows, mobile devices, network printers, virtual meetings, Google apps, corporate accounts, cloud services, and a countless number of enterprise software

University Dining Services

• Ensured the multi-operation ran smoothly to provided food and entertainment to thousands of students• Responsibilities included handling transactions, inventory management, food prep, and sanitary services

Santa Cruz, California

• Carefully operated various system controllers for each individual ride• Facilitated a fun and safe environment for guests of all ages and backgrounds in a professional manner