Richard Ho

Experience

• 

  Bank of America

  Jun 1999 - Sept 2000

  Junior Business Analyst (Intern)

  Developed an Access database to capture project defects on core systems for management reporting.Write and Review business requirements.Participated in Customer service initiatives.

• 

  Unilever

  Aug 2001 - Oct 2003

  Analysis and manipulation of Data for SAP migration Worked at GIO-ES a Unilever IT Infrastructure leading data analysis for procurement to determine EMEA licence requirements for Unilever entities.

  • Business Information and Support Analyst - SAP

    Oct 2002 - Oct 2003

  • Procurement Specialist - Software Licence

    Aug 2001 - Sept 2002
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  LBM

  Oct 2003 - Aug 2004

  Data Analyst

  - Managed client requirements.- Develop customised Access and SQL databases for sales reporting.- Cleaned Clients address data to Royal Mail standards.- Administer call centre data for various client campaigns using SQL Server.

• 

  Options Employment

  Sept 2004 - Jul 2006

  OnBase Implementation and Systems Administrator

  - Develop and manage business workflow in an Enterprise Document Management solution- Business process analysis and definition- Analysis of new requirements and system change requests- Working and managing third party developers- Generation of test scripts and testing of new requirements and resolution of issues- Implementation and rollout- Issues analysis and escalation- Investigate user queries- User training- System and user documentation

• 

  Moody's Investors Service

  Jul 2006 - Jul 2011

  Product Manager - Ratings (EMEA & APAC)

  - Develop and review changes to Structured Finance business applications > Ratings System > Pipeline Reporting System > Deal Performance System > Data Administration System - Manage issues logs with business and IT- Writing of User guides- Diagnosing and managing user issues- Knowledge of Structured products- Creation of test scripts and the testing of changes in QA environment end-to-end

• 

  Moody's Corporation

  Mar 2011 - Nov 2015

  - Expanded support of LOBs – GMO, SFG, FIG, CFG and PPIF global user base- Investigate user issues with Moody’s Tier 1 and 2 applications - ratings and document management systems.- Monitor the Request, Incident tickets and Problem Records- Review trends with Level 1 and Level 2 Production Support- Assist in route cause analysis (RCA) and problem record (PR) documentation- Review RCA documents with Business System Managers and Development teams.- Escalation of severity two plus incidents- Participated in the review of documentation and knowledge transfer of new application or major functionality change.- Creation of enhancements and workaround documentation Show less

  • Application Support Analyst

    Aug 2011 - Nov 2015

  • Moody’s LGBTA London ERG Co-Chair (Volunteer)

    Mar 2011 - Dec 2013
• 

  Apptio

  Nov 2015 - Jun 2019

  - Working with large customers with complex implementations on the Apptio SaaS solution.- Collaborate with various teams on focusing on Customer related issues and enhancements ensuring timely resolution.- Build and maintain good working relationships with Customers.- Carry out reviews on the performance and usage of Apptio to ensure best practice and enablement to the Customer.- Point of escalation for critical Customer issues.- Provide analysis of enhancements and issues to Customer Engineering.- Work closely with Technical Support Engineers to provide mentoring and understanding of Customer Issues. Show less

  • EMEA Regional Support Manager

    Jan 2017 - Jun 2019

  • Customer Success Engineer

    Nov 2015 - Dec 2016
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  Outreach

  Jun 2019 - Nov 2023

  - Managing the UK & East Coast US Enterprise team.- Global cover for Enterprise and Technical Account Manager team.- Incident & Escalation Manager.- Working with Technical Escalations, Customer Success, Professional Servicesand Sales teams on customer needs.- Continued service improvements initiatives with services, tools and metrics.- Customer escalation engagement.- Maintained team metrics CSATs 93%, SLTs 95%. - Build out the first non US office in London.- Initial hiring of Customer Success and Support roles.- Hiring of a secondary office for Technical Support Engineers in Prague, CZ.- Working with the newly formed teams to bring the office culture from thecompany's core values.- Manage major incidents during UK hours.- Coach and managing Technical Support engineers.- Engage with customers and understand the European market product needs.

  • Manager, Technical Support - Enterprise

    Jan 2022 - Nov 2023

  • Manager, EMEA Customer Success

    Jun 2019 - Jan 2022