E-Young Roy Lim

Experience

• 

  Dell

  May 2009 - May 2016

  Business Country: Malaysia and SingaporeJob Roles and Responsibilities: The Technical Account Manager (TAM) ensures a positive customer experience by providing oversight and management for customer support planning and technical issues. The TAM provides an external and internal single point of accountability across complex customer environments through the successful management and integration of multifaceted Dell services entitlements and engagements. They work with the customer to develop a support plan that includes focus on increasing availability/uptime, improving efficiency, reducing cost and helping customers solve their business problems. They provide regular forums/updates to the customer to review/assess Dell’s performance across the transactional/technical support and proactive efforts. The TAM supports the customer with all Dell Products and Service Processes. This service can be global/local in nature and encompasses all services activity in the Customer account.•Internal and external coordination and oversight to problem solving efforts •Executive/Management presentations to customer leadership on performance and initiatives. Travels to customer locations as defined by contract/support agreement. •Provides Business Intelligence information to the customer around transactional and proactive support activities. •Responsible for Global Coordination and Leadership for assigned customers •Develops resolutions to complex problems that require the frequent use of creativity / Works on unusually complex problems and provides solutions that are highly creative. •Assists the Sales team in Pre-sales support questions, ensuring we match the right level of service with the solutions being sold. •Uses judgment within broadly defined policies and procedures / Uses independent judgment to accomplish objectives •Coordinates the work of other employees / Leads a project team, possibly cross functional and regional in nature Show less Responsible for being the single point of technical excellence for complex Enterprise escalations, and driving resolution with the Level 1 support to the end customer, managing vendors, engineering, and other technical and non-technical stakeholders involved where appropriate. Interlock session with Project Team and Collaborative Business Partner to make sure smooth engagement and knowledge tools effectiveness. Data analytic for keeping company’s objectives are always in line. Supporting Countries : Malaysia, Singapore, Thailand, Vietnam, Indonesia and Philippines Show less Provide technical resolution to Dell Enterprise Segment customers. Product range consist of Server, Storages (EMC, Compellent, Equallogic),Switch(PowerConnect & Force 10) and Tape Backup.Supporting Countries: Malaysia, Singapore, Taiwan and IndiaRole:1) Provide quick and accurate solution to customer on configuration query and hardware failure among dell enterprise products.2) Keep a close track on self-metrics to be align with Dell standard, quality and direction. 3) Pod Lead – Provide assistance and mentoring to pod members on team’s process and best practice to meet business KPI. 4) Team's main case escalation points. Show less Provide technical resolution to Dell Enterprise Segment customers. Product range consist of Server, Storages (EMC, Modular Disk),Switch(PowerConnect) and Tape Backup.Supporting Countries: Malaysia, Singapore, Taiwan and IndiaRole:1) Provide quick and accurate solution to customer on configuration query and hardware failure among dell enterprise products.2) Keep a close track on self-metrics to be align with Dell standard, quality and direction. 3) Pod Lead – Provide assistance and mentoring to pod members on team’s process and best practice to meet business KPI. 4) Team's main case escalation points. Show less

  • Technical Account Manager

    Jan 2014 - May 2016

  • Enterprise Technical Support Level 2

    Jul 2013 - Jan 2014

  • Dell AppAssure Solution Specialist

    Nov 2012 - Jul 2013

  • Pro Enterprise Technical Support Specialist

    Mar 2012 - Nov 2012

  • Enterprise Core Technical Support Specialist

    May 2009 - Mar 2012
• 

  Lenovo

  Jan 2016 - Jan 2020

  Senior Technical Account Manager