Thomas Lim Email & Phone Number

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

1.To be the sole executive support and to provide 3rd level reactive technical support on Windows/MAC Infrastructure, Networks and including the communication of complex problems to Corporate Executives from Regional Office in a timely and efficient manner and according to agreed service levels, standards and procedures.2.To provide extensive 3rd level support to clients via several channels of support – Phone Support, Remote Support, Email support and other internet means.3.To create/disable permissions and access for User Email/Networking ID and Troubleshoot using Active Directory(AD) and Microsoft Exchange 2007(MSE2K7).Setting-up/deploying desktops, laptops, smart-phones and tablets as well as to monitor any IT Equipment Purchasing for all the Corporate Executives.4.To launch and support the video conference for Corporate Executives using POLYCOM CMA/PVX in Regional Office.5.To determine and oversee security of all systems, especially internet and infection/virus issues.6.To handle major IT breakdowns or situations for Laureate Education Inc trading in order to ensure that business operations is not impacted in a timely manner.Ensure adherence to the standard, operational and security (SOX) processes to avoid any violation of security and business incidents.7.To provide end to end critical support for users and administer other Laureate Education Inc based applications.8.Perform incident notifications and escalations to ensure problems/request/issues are communicated effectively and receiving proper management attention.9.To develop, conduct and provide IT training and coaching as well as assistance for new recruits as well in windows and other networking aspects for troubleshooting purposes.10.Supervising the 2nd level support on daily basis for their performance in order to reduce the escalation on their ticketing queue.11.Undertake reading and study to improve knowledge and/or any Ad Hoc project or assignment assigned by manager.

Providing level 2 and 3 support of theBlackBerry application.Demonstrate an understanding of wireless carriers domestic and international.Demonstrate proficiency with BlackBerry devices. Support End users with BlackBerry devices issue and Ability to independently troubleshoot BlackBerry technical problems (Devices/Desktop Manager Software/and BES Server Error Logs.Investigates and troubleshoots routine client software/hardware device issues; resolves as appropriate. Timely Escalation unresolved and more complex problems to level 3/ RIM as appropriate.Maintain call quality standards at the level set to meet customer expectations including adherence to work schedules and standards. Provide a responsive and professional service to end to end customers and ensures that their issues are resolve within SLA, and they are kept informed throughout.To assist in ensuring that the Company complies with contracted SLA's and meets generally accepted quality standardsPrepare and update BlackBerry technical documentation, monthly SLA reports and standard operation procedures.