Clement Goh

Experience

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  Jardine OneSolution (2001) Sdn Bhd

  Nov 2001 - Jan 2005

  MIS Executive

  - Troubleshoot software problem, PC, printers and networking connection.- Configure network connection for the workstation.- Maintaining daily system backup & server. - Assisting on generate report using Seagate Crystal Report, Dbase and Microsoft Excel.- Provide ERP system support to HQ & outlet user. - Conduct ERP system training to outlet users & maintain daily operation- Set up new hardware/software & demonstration system operation for internal team

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  K-Link International Sdn Bhd

  Jan 2005 - Jul 2006

  MIS Executive

  - Support internal software application.- Troubleshoot PC, printers and networking connection.- Configure network connection for the workstation.- Maintaining daily system backup & server. - Provide system support to HQ & branches user. - Set up new hardware/software & demonstration system operation for internal team

• 

  IBM

  Jul 2006 - Nov 2007

  IT Helpdesk Specialist

  - Provide 1st level IT support and technical assistance to end users via phone, email, fax, web and other means set by the respective account.- Diagnose and troubleshoot desktop problems over the phone and remote control tools - Provide fist level support on user hardware issue/service request - Manage user hardware issue by engaging with 2nd level support group - Escalate on-site resources to further diagnose at user site & follow-up to ensure proper handling and closure of problem Tunjukkan kurang

• 

  HKBN JOS

  Nov 2007 - Apr 2010

  Product Specialist

  - Work closely with sales team & product team and provide pre-sales support and technical consultancy- Responsible to conduct study on customer requirement, environment and challenges be able to propose/provide solution design (Bill on Material)- Able to carry out presales function in solution offerings (Proposal, demo, presentation, etc).- Provide 1st level phone support to reseller and end-user - Provide Post-Sales support such as Installation and Services for Server, Storage and Backup Solution. Tunjukkan kurang

• 

  V-Global Systems Sdn Bhd

  Jan 2010 - Jul 2010

  Presales Consultant

  - Work with Sales Personnel to provide product, business and technical knowledge in support of pre-sales activities.- Liaison with Product Managers and Development to understand details of product direction and design and communicate information back to sales organization.- Responsible to conduct study on customer requirement, environment and challenges be able to propose/provide solution design (Bill on Material)- Able to carry out presales function in solution offerings (Proposal, Product Demo, POC, Presentation, etc).- Provide 1st level phone support to end-user Tunjukkan kurang

• 

  Infowhiz Solutions Sdn Bhd

  Jan 2010 - Jan 2011

  Technical Consultant

  - Work with Sales Personnel to provide product, business and technical knowledge in support of pre-sales activities.- Responsible to conduct study on customer requirement, environment and challenges be able to propose/provide solution design (Bill on Material)- Able to carry out presales function in solution offerings (Proposal, Product Demo, POC, Presentation, etc).- Provide 1st level phone support to end-user- Provide Post-Sales support such as Installation and Services for Server, Storage, High Availability Solution. Tunjukkan kurang

• 

  StorageCraft Indo Pacific

  Sept 2011 - Jan 2017

  Technical Specialist (Asia Region)

  - Work with Channel Personnel to provide product, business and technical knowledge in support of pre-sales activities.- Responsible to conduct study on customer requirement, environment and challenges be able to propose/provide solution design (Bill on Material)- Able to carry out presales function in solution offerings (Proposal, Product Demo, POC, Presentation, etc).- Provide phone and email support to partner/end-user- Provide Post-Sales support such as Professional Service for product installation and configuration.- Manage technical support team to provide the regional technical support for StorageCraft partners and customers. Tunjukkan kurang

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  NEXSTGO

  Apr 2018 - Jul 2019

  Presales Consultant (ASEAN Region)

  • Work with sales team to provide product, business and technical knowledge in support of presales activities• Conduct study on customer requirement, environment and challenges be able to propose/provide solution design• Conduct product demo to both partners and end-customers• Conduct product training to both partners and end-customers• Create internal design configuration documentation• Work with Product Management to feedback on issues with current products and provide input around new products• Onsite support to both partners and end-customers• Source, test, evaluate and propose the software that can work as the solution bundling Tunjukkan kurang

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  Aegis Cloud

  Sept 2019 - now

  Head of Cloud Support

  • Oversee day-to-day operations of the technical support team• Drive customer satisfaction through customer support• Act as a mentor and provide oversight, coaching and training to the technical support staff• Record and track team SLAs and workflows• Clearly communicate escalated issue to principal support and internal team member as needed• Manage and report all incoming technical support inquiries• Assist in the creation of the team KPIs as well as monitor and report on the results• Monitor team performance and report on the metrics• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner• Work to create any relevant support material for the support team• Implement any necessary preventive measures to reduce customer faults and issues• Review all technical support related processes and documentation for continuous improvement Tunjukkan kurang