Victor (Dongchan) Lee Email & Phone Number

Mulgrave, Victoria, Australia

•Develop analytic Tableau and Power BI dashboards that combines metrics from various source databases including ServiceNow, SalesForce, HDS, CMDB and Workday•Conduct daily, monthly, and quarterly meetings with leadership teams and IT operations managers to provide essential insights and analyses on operational trends and performance metrics.•Develop key KPI metrics to measure operation performance: IT service SLAs, agent performance KPIs, new hire onboarding metrics, user persona based metrics, ROI for new chatbot system•Extract data from multiple data sources to build consolidated data mart and aggregated data sources in data lake and Tableau Cloud.

Mulgrave, Victoria, Australia

•Provided field and scientific application support for sales representatives and medical staff.•Managed daily inquiries through phone, email, and a ticketing system, achieving timely resolutions and high levels of user satisfaction.•Trained and mentored junior service desk agents in IT support protocols while promoting best practices in customer service and technical troubleshooting.•Collaborated with each regional teams to explore and execute on opportunities to shift-left. • Successfully identified two configuration items for retirement and implemented self-service automation for eight scientific applications, significantly reducing ticket cycle time and wait times for end users.

Unley, South Australia, Australia

•Managed key enterprise clients in Korea, overseeing bulk licensing and providing technical support for the deployment and operation of remote control software.•Collaborated with marketing agencies, SEO vendors, and key influencers across Korea to enhance market exposure and strengthen brand presence.•Reviewed and refined online marketing content, technical documentation, contracts, proposals, and project deliverables to ensure they meet the specific needs and expectations of Korean clients.•Addressed complex issues related to remote control software, including web-based management consoles, system monitoring software, and cloud backup solutions, ensuring operational efficiency and client satisfaction.•Managed functional issues reported by end users and collaborated with engineers in Germany to develop solutions.

Seoul, South Korea

• Performed pre-sales consultation and dveloped CRM strategies based on data and business analysis, encompassing customer segmentation, sales automation, campaign solutions, and service management•Led diverse CRM system implementation projects for major clients such as InterPark, Amway Korea, and Auction Korea. Responsibilities included customer and sales data analysis, user segmentation, and overseeing the migration of data and applications from legacy systems. •Provided ongoing maintenance and upgrades for CRM systems, ensuring they remain current with technological advancements and continue to meet business requirements

Seoul, South Korea

• Conducted pre-sales consultations by providing customized CRM strategies and packaged solutions to clients across various industry sectors.• Designed logical systems and databases through detailed analysis of customer requirements and business processes, ensuring that solutions align with organizational goals.• Led the entire sales cycle (Proposal, quotation, and bidding presentation) and managed projects including implementing a Corporate Card Sales Automation system for Samsung Life Insurance and developing a new sales portal for financial planners at ING Life.

Master'S Degree, Management Information Systems, General

Bachelor'S Degree, Chinese Language And Literature