• Improve customer service experience and create engaged customers • Take ownership of customers issues and follow problems through to resolution• Set a clear mission and deploy strategies focused towards that mission• Develop service procedures, policies and standards• Keep accurate records and document customer service actions and discussions• Analyze statistics and compile accurate reports• Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment• Keep ahead of industry’s developments and apply best practices to areas of improvement• Control resources and utilize assets to achieve qualitative and quantitative targets• Adhere to and manage the approved budget• Maintain an orderly workflow according to priorities

• Planned, designed and analyzed user requests and requirements for the implementation and development of data processing systems.• Consulted with users to define system requirements, identified programming and output needs, and verified preliminary design and output.• Analyzed current and new programming requirement, documentation, hardware and software to identify possible applications and/or feasibility of applications for computer systems.• Identified business functional needs, purpose and goals in the customization of applications• Answered questions and provided technical assistance and training to system users.• Supported and assisted procurement department on the qualification of hardware and software, and conducted type-approval process

• Worked with the Project Manager to synergize project initiatives.• Coordinated with Tier1 and Tier3 for customer support and analysis to resolve the complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.• Wrote, modified, and debugged programs in compliance with user needs.• Designed systems and network plans, ran test routines, protocols, performance and user- acceptance tests.• Modified and/or wrote program code and/or job control language as needed.• Established, monitored, upgraded systems and infrastructures for users.

• First level support, handle the call support.• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing.• Questions and researching, analyzing and rectifying problems.• Wrote, modified, and debugged programs in compliance with user needs.• Established, monitored, upgraded systems and infrastructures for users.• Modified and/or wrote program code and/or job control language as needed.• Coordinated with Tier2 and Tier3 for customer support and analysis to resolve the complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently.

• Progressed the installation following the Project plan to meet with timeline.• Managed Network installation and configuration.• Trained to system users.• Ran test routines, protocols, performance and user-acceptance tests.