David Pung Tong Ter

Experience

• 

  IBM

  Sept 2004 - Oct 2011

  AP L2 Role: -Oversees AP countries technical escalation, by providing overall guidance in technical issues and resolutions to AP countries for all network related issues or synch up with vendor's TAC team. -Monitor all escalated cases from countries and provide sound solution in a timely manner. -Parts planning, ordering and estimation for all countries based on total installed base/issues. -Skill transfer from WW team to Asia Pacific team on all new products announced by quarter. -Perform failure analysis from critical and sensitive accounts for all countries. -Advice and reports all activities to WW and Service Delivery Managers and team based on issues arises in Asia Pacific countries -Liase with logistic team,service delivery and manufacturer for any escalation/shortage issues. -Coordinate and synergize onsite/depot/callcenter team to achieve KPI goals. -Join and participate in project deployment and roll out of new account on demand basis. - Lead and own escalation cases and plan for action plans and solution time with customer and field team by meeting and onsite visits. - Analyse and improve business processes as needed. Show less Asean L2 Role: -Oversees ASEAN 6 countries technical escalation, by providing overall guidance in technical issues and resolutions to ASEAN countries -Monitor all escalated cases from countries and provide sound solution in a timely manner. -Parts planning, ordering and estimation for all countries based on total installed base/issues. -Skill transfer from WW team to Asean team on all new products announced by quarter. -Perform failure analysis from critical and sensitive accounts for all countries. -Advice and reports all activities to WW and Service Delivery Managers and team based on issues arises in Asean countries -Liase with logistic team,service delivery and manufacturer for any escalation/shortage issues. -Coordinate and synergize onsite/depot/callcenter team to achieve KPI goals. Past Call Center Role: -Coordinate and implement technical training for call center agents. -Identify technical skills that is required for the market. -Implement and study ITIL process feasiblility of various department for better improvements. -Provide technical trainings. -Manage and oversees the overall technical skills in IBM MTS division in Cyberjaya. -Consult and collaborate with World Wide trainers for synch skilling. -Drive and motivate the team to meet targets monthly -Work closely together with ASEAN managers and operation manager to achieve SLA. -Provide technical training to the technical team. -Perform 2nd level helpdesk support to diagnose and resolve problem remotely. -Escalation point for unsolved technical problems. -Troubleshoot hardware and software applications. -Work closely with team members to provide solutions to customers. -Remote support products -Respond to user within the agreed respond time. -Provide excellent customer service and problem management over the phone/email. -Follow up with customer on solved problems. -Maintaining and tracking replacement parts used. Show less

  • Asia Pacific CoC Network Level 2 Technical Lead

    Nov 2010 - Oct 2011

  • Lenovo Asean Level 2 Technical Lead

    Sept 2004 - Nov 2010
• 

  Lenovo

  Sept 2011 - Feb 2013

  Technical Support & Training Manager

  • Analyse, implement and streamline technical process flow to ensure more efficient operations. • Strategize for cost reduction initiatives by operation data analysis, best industry practice or business opportunity • Drive team to achieve KPI and monitor vendor and supplier from call center and field service using best practices and methodologies. • Work closely with GEO Level 2 team to provide effective technical support for Call Center and Field Service escalations for ASEAN.• Responsible for minimizing the Quality issues that impact Customer Delight and cost impact through unknown problem and quality issue pre-alert• Timely quality issues resolution and deployment in ASEAN region for THINK and IDEA products. • Lead, coordinate technical skill transfer with field suppliers and GEO training team, to deliver on-site/web training to Call Center and Field Service engineers for ASEAN. This includes the creation of proper training materials and tools necessary for effective training.• Drive certification performance with regional suppliers ensuring 100% compliance to industry standard. • Conduct regular technical audits to evaluate effectiveness of training programs as well as drive improved performances with suppliers• Responsible for technical tools and knowledge base deployment in the region• Lead and ensure technical, logistic and service readiness for new product launches• Responsible for special case and technical critical issues handling in the ASEAN region• Perform root cause analysis and other technical data analysis on issues impacting customer satisfaction or warranty cost, as a result of poor technical skills (of suppliers) and/or inability to comply with technical process• Act as subject matter expert, staying current on best practices, tools, and applications across the learning industry• Work cross functionally within the internal organizations in the creation, maintenance and improvement of Contact Center and Field Service processes Show less

• 

  AT&T

  Feb 2013 - Jun 2022

  - Delivering best in class service, while achieving or exceeding cost pressure, customer satisfaction and business direction. - Operationalize and manage day 2 support work for AT&T strategic products - software defined networking - Support multiple global multi national companies across the globe that uses SDN products. - Interfaces with AT&T account teams, service managements and peer organizations to ensure smooth day 0 to day 2 support, focusing primarily on the day2 scope of work. - Review custom new services onboarding with various stakeholders. - Collaborate with suppliers and vendors to enhance interoperability between teams, addressing operational gaps and opportunities. - Involvement in transformation of operation, from robo automation to process enhancement. - Develop and implement improvement plans on operation gap. - Direct and oversees operation teams at tier 1.5 and tier 2 level. Show less - Operation and people manager for a virtualised Tier 2 Operations team. - Resource management- To lead and manage a technical level 2 team that proactively manage and monitor WAN, LAN and WLAN network performance on 2 of AT&T biggest enterprise customers global network round the clock (7x24x365). - Strategize and fine tune operations parameters to meet customers' Service Level expectations. eg MTTR/aging incidents/Sites severity - Interface with customer and other business units which fronts the customer.- Ensuring smooth day to day monitoring, initial triage, response to incidents and utilize alarm monitoring diagnostic tools to identify, diagnose, systematically isolate faults & correct network service conditions on a global network basis. - To act as contact point for escalation on customer issues pertaining any matters related to operation and SLA agreement. - To review, approve and deploy new service contract globally pertaining to the 2 customers. - Interfaces with other internal technical support centers on cross-architecture network troubleshooting. - Effectively communicate, both verbal and written, across multiple AT&T organizations - Effectively manage service providers and equipment vendors and make sure they meet their service levels Show less -Responsible for delivering SLA (CSL and KM) for 2 multinational corporations that has presence in both urban and remote locale globally. -Responsible and own all day 2 (service assurance) related work under data and voice technology for the said outsourced accounts. -Responsible to deliver and meet account contractual obligations as well as meeting business unit financial and business goals.- Responsible and manages data and voice sub teams that perform 24 x 7 day 2 related work function which performs proactive and reactive incident and problem management for anything under the sun for data and voice services. Show less - Manage and interface with AT&T's vendor such as VADS, V-telecoms, Viettel, CAT etc- Final Owner and tasked to drive for resolution on incidents that are critical, long outages, chronics, sensitive which fault is due to AT&T's vendor.- Responsible to drive AT&T vendor to achieve commercially contracted SLA on MTTR, G4 MTTR as well as other KPIs- Responsible to create a joint task force for incidents that requires a bigger pool of expertise such as CENTAC, Chronics, Backbone team. - Responsible to interface and escalate with vendor senior management on high focus incidents- Analyze and deep dive on incident tickets to ensure clean ticket handling and improvement opportunities- Required to be up to date with latest networking technologies for service provider environment- Work closely with AT&T service management team to ensure customer concerns and complaints are adressed to satisfactory level Show less

  • Area Manager

    Jun 2021 - Jun 2022

  • Senior Operations Manager

    Nov 2014 - Jun 2021

  • Area Manager

    Nov 2014 - Jun 2021

  • WorldWide Access Intervention Manager

    Feb 2013 - Nov 2014
• 

  Maxis Business

  Jun 2022 - now

  Head of Order Management