Steve Kang

Experience

• 

  IBM Canada Ltd.

  Oct 2006 - Feb 2011

  Proactively maintain and monitor Royal Bank of Canada’s maintenance services, as well as resolving all tangible problems and concerns to ensure the highest level of customer satisfaction.• Goldcard inventory reporting and management for Royal Bank of Canada• Service delivery reporting, monitoring and optimization• In charge of coordinating outages as well as informing all platforms• Contributor in identifying and mediating opportunities for reducing costs• Opportunity identification as well as improvement of business processes• Engaged as customer’s focal point during critical situations and negotiation Show less Managed Walmart Canada’s maintenance services contract and provided support regarding issues and opportunities while exceeding customer expectations. • Managed maintenance and technical services for the total client relationship • Multiple Vendor management - Billing, escalation and queue monitoring• Point of contact for project and product rollout for technicians within Canada• Facilitated national attainment of aggressive fix time SLA’s• Presented Monthly Operations Review to client on root cause analysis for missed targets• Primary on-site contact for Wal-Mart directors and project managers for critical situations Show less

  • Client Advocate for Royal Bank of Canada

    Aug 2010 - Feb 2011

  • Client Advocate for Walmart Canada

    Oct 2006 - Aug 2010
• 

  Sungard Availability Services

  Mar 2011 - May 2014

  Service Delivery Executive

  Manage numerous client relationships by providing representation and end-to-end ownership of customer related issues to ensure overall customer satisfaction of service delivery.• Engage with clients to understand their business, production requirements, critical windows, potential impacts and to set operational expectations• Conduct regularly scheduled meetings with the customer to review issues, open change requests, upcoming planned events, and satisfaction issues• Apprise customers of any issues impacting service as well as request appropriate root cause outage analyses are performed and completed on behalf of the customer and address the issues in the regularly scheduled meetings Show less

• 

  Microsoft

  May 2014 - now

  Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.Partner with customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate. Show less

  • Global Customer Success Account Manager

    Jun 2020 - now

  • Global Service Delivery Manager

    May 2014 - Jun 2020