Jay Lim

Experience

• 

  Computer Sciences Corporation

  Jun 2010 - Mar 2014

  Helpdesk Analyst

  - As a Helpdesk Analyst give response to initial trouble calls. - Field incoming requests to the service desk via both telephone and email to ensure courteous, timely and effective resolution of end user issues. - Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. - Build rapport and elicit problem details from end users. - Log issue into Helpdesk system. - Communicate issue ID, severity and expected resolution time. - Monitor and follow up on Outstanding issues. - Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced engineer at Level 2/3. - Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and action taken, through to final resolution. - Identify and learn appropriate software and hardware used and supported by organization. - Create issue log reports for analysis and escalation purposes. - Responsible for determining software and hardware resolutions. - Standby service and update standby engineer for (24x7) server call. - Perform post-resolution follow ups to help requests. - Using Citrix program to troubleshooting and remote access for handling Li Fung clients account. Show less

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  3D Networks

  Mar 2014 - Feb 2016

  Helpdesk (NOC)

  •Responsible for 24x7 alarm monitoring and control for the network elements.•The response time for corrective maintenance activities shall be determined primarily by the service impact of the failure or the impact on safety and security. The time of day or, day of week may also affect response times. The corrective maintenance responses times shall not exceed the SLA (Service Level Agreement)•Manage Trouble Ticketing upon alarm detection / Work Order System for Field Operation support and keep record of all activities•Ensure genuine alarm detection by confirming if alarm detected is due to change request (CR) or planned maintenance activities.•Perform first level troubleshooting and analysis on the genuine minor and major fault detected during network surveillance activities.•Escalate the fault to 2nd Level Engineer if the fault failed to be restored within the agreed SLA (Service Level Agreement) time•Handle customer complaints.•Dispatch and direction of FOP (field operation staff) – Dispatch work order to field operation staff for any onsite requirement and provide troubleshooting direction to field operation staff.•Responsible for traffic management through real-time traffic monitoring and control.•Perform remote routine maintenance for the network elements on a scheduled basis.•Perform the function of technical helpdesk as needed by the actual work condition.•Ensuring all alarms to be cleared after any planned or unplanned maintenance activity as per the SLA time and escalate to NOC Manager if the activity failed to be completed within the agreed SLA time.•Proceed with TT closure after fault clearance confirmation with accurate updates and closure Reason Code.•Fault and Performance reporting – provide reports on alarm or events that have occurred within 12 hours upon restoration.•Playing MIS roles supporting and provide basic troubleshooting for internal staff by remote Team Viewer or Skype. Show less

• 

  BT

  Feb 2016 - Nov 2018

  Conference Coordinator

  I had an extensive knowledge on conferencing support for conferencing products (MeetMe & Webex).- Provide a single point of contact for all users to report issue and service requests.- Perform accounts transfer, creation/deactivation as per user requested.- To provide troubleshooting support for Web and Audio related products and services, ensuring that customer’s requirements are met first time, every time and driving flawless service at every opportunity.- Responsibility for client engagement, including providing regular updates relating to the status of a ticket within SLA.- Responsible for liaising directly with 3rd Party Vendors, and/or our technical support and Global Helpdesk Teams as appropriate.- Responsibility for analysing trends, and provide reports to the management team, outlining focus areas and common themes that need to be addressed in order to drive performance. Will also share responsibility for driving SLA and reducing call abandoned rates on all Web and Helpdesk queues.- To provide continuous support to the team manager, by driving excellence in both quality and productivity.- Provide 1st level of technical IT support to users for troubleshooting, monitoring and resolution Audio problems via phone/emails/bridge answering.- Provide Level 1 remote troubleshooting support on Webex issues.- Perform daily/weekly/monthly reporting for Service Desk activities.- Perform Credit Note and liaise with billing team for bill refund cause by hungline.- Document all reported incident, identify trends to assist in future problem resolution. Show less

• 

  SWIFT

  Nov 2018 - now

  System & Application Management & Support Specialist (IT Operation Specialist)

  • Proven expertise in IT operations and network monitoring, with a focus on 24x7 monitoring of network infrastructure, applications, and in-house software using tools such as NNMI,SCOM, and Kibana Dashboard.• Proven experience in identifying and implementing improvements to IT Operations processes through automation of manual tasks, problem analysis and documentation review, to drive operational efficiency and process optimization.• Successfully implemented automation of repetitive tasks resulting in reduction of toils and improved operational efficiency.• Strong experience in managing and maintaining production environments, participating in system and network projects, and providing in-depth testing after maintenance activities.• Skilled in troubleshooting and resolving complex technical issues and ensuring adherence to ITIL best practices and Agile environment• Expertise in 24x7 Data Center administration and management, including CCTV monitoring, alarm handling, hardware installation, cabling, and liaison with vendors on maintenance activities or issues.• Experience with ticketing systems such as ServiceNow, Salesforce, and JIRA, and ability to provide support to stakeholders in accordance with SLAs• Strong written and verbal communication skills, ability to work in fast-paced, high-stress environments, and ability to prioritize and manage multiple tasks. Show less