Jess Wong

Experience

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  SRG Asia Pacific

  Jan 2002 - Jan 2003

  Customer Support

   Handling inbound call to provide solution and information to customer of the company campaign (MAXIS, ASTRO campaign) Analysts and to communicate well on the telephone with customers, understand the nature of their problems. Resolving customers’ problem and issue to provide satisfaction of the service.

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  Celcom

  Jan 2003 - Jan 2004

  Customer Service Officer

   Handling inbound call to provide solution and information to customer of the company. Analysts and to communicate well on the telephone with customer, understand the nature of their problems. Resolving customers’ problem and issue to provide satisfaction of the service.

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  Inter-Touch Sdn Bhd

  Jan 2004 - Jan 2005

  Helpdesk Analyst

   Handling inbound call to assist guest of the laptop setting to get connected to our internet broadband service. Analysts and to communicate well on the telephone with guests, understand the nature of their problems. Handling 1st level support. To support guest on the LAN connection activity, to perform physical connection test in room on phone support. Escalation cases to 2nd level support if unable to resolve the problems

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  Shell Information Technology International

  Jan 2005 - Jun 2008

  Service Desk Agent (1st level support)

   Support end user base on how to question  Support windows 2000 platform troubleshooting included MS Office, VPN, Citrix, Answer customer phone calls and respond to e-mail requests Log service ticket into the SITI’s Call Management System Strive to resolve service needs on the 1st phone call Escalation cases to 2nd level support if unable to resolve the problems Create incident ticket for any other unsupported application and escalate to relevant support group

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  Hewlett Packard Enterprise

  Jan 2008 - Jan 2024

  Royal Dutch Shell account: Ensure the availability, capacity and optimized performance of all tools and infrastructures used within Service Desk  Lead service improvement programs/initiatives aimed at improving tooling efficiency, functionality and ease-of-use that will drive for better customer satisfaction and experience  Support Transformation and other tooling-related projects through active participation/engagement during key project stage-gates, operational readiness reviews and transition-to-support activities  Manage customer complaints, incidents and situations in accordance to established processes and guidelines  Manage infrastructure and tooling changes in accordance to established processes and guidelines  Carry out performance analysis and trending, ensuring that potential problem areas, gaps and weaknesses are proactively addressed  Provide subject matter expertise on specific products, ensuring thorough understanding of design/workings, delivery/support models, business continuity/disaster recovery plans, etc.  Ensure compliance to corporate policies, standards and practices as required by HPE and the customer  Monitor and update Incident ticket when its assigned during office support hours Tools Supported:-  SvD Avaya/IP Phone  SvD IVR  Toll Free number  Shell Short dial/local  EKMS Mirror TypeItIn CMS  AIC SSPR Self-Help Portal HPSM/SM9 Qfinity  Shell ASD Avaya Google Search Appliance (GSA) Tunjukkan kurang Royal Dutch Shell account: Productivity: Continually monitor and drive analysts to improve, maintain team incident resolution and productivity rate. Monitor team assignment queues and work closely with Incident coordinators to drive CSL target 1 day incident resolution. Responsible to act as next escalation point high severity and complex incidents.SME: Provide coaching and mentoring to analyst on technical and process aspects. Highlight training needs and deficiencies for analyst to Team Manager for appropriate action. Review and update Knowledge Base to create new/update/retire existing solutions. NWG meetings – Bring key pain points impacting RDM to attention of relevant stakeholders and work together to fix the issue. Ops meeting - Represent RDM bring up key operational issues/concerns. Keep the team updated on status/progress.Quality and Compliance: TQC – Ensure coaching & feedback takes place in timely manner to address none compliances and quality issues. Customer Satisfaction – Daily review of below satisfied surveys and take necessary action to coach analyst where appropriate. Check and enforce compliance to best practices/process and procedures. Work with Quality Lead on process/tooling/service quality improvement initiatives. Assist Team Manager in absence and tardiness management.Others: Assist Team Manager in data/facts gathering for business/customer escalation. Stand in for Team Manage during absence. Tunjukkan kurang Royal Dutch Shell account:  Provide technical support on windows infrastructure through remote access to user desktop. Resolved clients issue within the SLA by follow the process and procedure. Liaisons with 3rd level support teams when there is a new or complex problem incident happen and resolved the incident in our end to increase the productivity of the entire team. Investigate and analyze the issue and collect the sufficient information and escalate to appropriate team when the issue is not able resolved in our end. Operating systems that supported includes window 2000, window xp64, window vista 32 and 64 bit. Provide support for wide range of products and technologies that using in Shell environment, e.g. office application, Microsoft office communicator, smart card management system, single sign on, Trend micro, VWS, Mobile office business, VPN connection issue, Livelink and user profile access problem and etc. Act as focal point to windows 64bit desktop OS matter that the new service that deploy to business environment. Tunjukkan kurang

  • Tools Technology and Account Delivery Service

    Sept 2011 - Jan 2024

  • Remote Desktop Management Technical Lead

    Jan 2009 - Sept 2011

  • Remote Desktop Management (2nd level support)

    Jan 2008 - Jan 2009
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  Kaspersky

  Apr 2018 - now

  Senior System Engineer