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I.T Service Delivery ManagerDec 2018 - May 2019 (5 months)
Same as below
I.T Service Delivery ManagerJan 2012 - Dec 2018 (6 years)
Led a global service delivery team in managing Network, Telephony/VoIP, Servers, Critical Business applications and work stations for the Regional headquarters that is present in APAC, Americas and Europe with each location serving around 200 to 600 users. Ensure service delivery team delivers on priorities; including new business functionality, security work, infrastructure refresh, capacity management, audit functions, innovation/continuous improvements, incident/problem remediation, etc.
IT Helpdesk Team LeadJun 2010 - Jan 2012 (1 year)
Serve as IT Team Lead for the Windows Department providing leadership and technical guidance to windows/help-desk engineers from L1 to L3 with 40 direct reports. Designed and implemented organizational structure, headcount plan and support procedures for Manufacturing and Corporate IT Support and Operations. Hired and trained local IT team during construction phase, ramping to full operation.
Resolution SpecialistNov 2007 - May 2010 (2 years)
Supports technicians by providing technical/functional assistance for escalated and complex calls, ensuring a positive customer experience Delivers service within target service and quality levels within the call center. Performs periodic technician call audits, side-by-sides, and monitor live calls, with attention to technical/functional excellence. assess and develop technician's technical knowledge, based on evaluation of metrics and monitoring