Alex Ching

Experience

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  One.Tel Ltd

  Oct 2000 - Jun 2001

  Technical Support / Helpdesk Technician

  Providing Customer support for a 24/7 operated call centre, troubleshooting and providing a professional support base to the users One.Tel Ltd Internet service.* Providing technical support on internet setup / operation related issues.* Providing sales and billing support.* Software and hardware support (IE, Netscape, OE, Eudora, Windows and Mac OS).

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  Xpedite Pty Ltd

  Oct 2001 - Nov 2004

  Client Services Representative

  Providing client support for a 24/7 operated helpdesk, troubleshooting and providing training and support to internal and external client base. * Supporting the Asia Pacific region, providing support for the different Xpedite services to external and internal clients.* Designing and writing up user documentations.* Monitoring error queues and providing system support.* Performing an assistant Team Leader role when he / she are on leave.* General web design and HTML creation for bureau services. Show less

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  Premiere Global Services – Formerly Xpedite Pty Ltd

  Dec 2004 - Sept 2005

  Professional Services – Team Leader

  Managing the Professional Services Team, Co-ordinating Projects and tasks, reporting to Management team * Co-ordinating business communication projects and order entry processes for the Asia Pacific Region.* Identifying issues and implementing new procedures to improve work processes within my team and other departments.* Providing premium support to client support team and VIP clients.* Managing and resolving escalated issues received from internal to external clients.* Processing and delivering client’s business communication campaigns using our internal email, fax, voice and sms solutions.* Ensuring team members are up skilled and trained in new product solutions Show less

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  Cellnet Group Ltd (IT wholesale division)

  Oct 2005 - Dec 2005

  Internal Sales Manager

  Managing the newly established Internal Sales Team, taking inbound calls, handling/resolving escalated issues, reporting to the upper Management team* Introducing performance measures and KPI for the internal sales team.* Providing daily, weekly and monthly performance statistics for the team in order to identify and address issues and areas for improvement.* Implementing new procedures to improve work processes within the team.* Working with interstate management teams on recently introduced projects and tasks.* Managing and resolving escalated issues received from internal to external clients.* Taking inbound calls and providing support for the resellers of the IT Wholesale division of Cellnet Group.* Reporting to upper management team to ensure team performance is meeting the standard and requirements of Cellnet Group.* Ensuring team members are up skilled and trained in new product solutions Show less

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  First Data International

  Jan 2006 - Dec 2006

  Client Service Co-ordinator

  Managing and providing merchant support for Cashcard’s ATM client base in the Queensland region. Taking inbound calls, handling/resolving escalated issues from internal and external client base, reporting to the upper Management team* Managing and resolving escalated issues received from internal staffs and external merchants.* Implementing new procedures to improve work processes within the team.* Designing, updating and writing up user documentations.* Reporting to management team to ensure my performance is meeting the standard and requirements of the Merchant Services Team.* Assisting team members by performing checks to ensure tasks such as bank account changes are completed with minimal error rates Show less

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  Salesforce.com

  Jan 2007 - now

  Providing Premier Support and Administration for Large Global Enterprise Organisations for Salesforce.com. * Liaise with various business units and regions to gather requirements and resolve issues. * Provide guidance to stakeholders on devising effective and efficient approaches to achieve the project objectives. * Analyze and map processes (current state/future state) and improve business processes by gathering and defining business requirements* Provide ongoing Post-Deployment Application Reconfiguration and application maintenance.* Co-ordination of ongoing APAC project, working with client stakeholders and internal global resource to ensure client expectation and requirements are fulfilled, projects proceeds smoothly to ensure a successful outcome for the client Show less

  • Senior Technical Support Engineer

    Oct 2010 - now

  • Senior Business Analyst

    Jun 2010 - Sept 2010

  • Senior Technical Support Analyst

    Jan 2007 - Jun 2010