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

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

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