Eric Lau

• Provides IT Support thru phone, remote access, or onsite on Microsoft 365 issue, Exchange, SharePoint, Teams, Yammer Lotus Notes, Network, VPN, Mobile phone (BYOD) for all Business users and Shared service associates. • Resolving all request, tasks, incident raised by users. Resolving complaints, feedback within agreed service level. • Provide Onsite troubleshooting, configure for printer, desktop/laptop, monitor, projectors, AP, network issue. • Setup, install, managed the VC - Logitech VC system. • Configure Cisco telephone via Cisco Prime Collaboration tool - Provision, Configure Line profile for user and troubleshooting for existing users. • Provision, Create, Generated ID file, configured IBM Notes / HCL 11 and configuring databases for user. • Excellent customer service, tech supports. • Part of EHS team - Safe office working environment is a focus. • Experience in handling VIP, VP, Director's level users. • Conduct IT On-boarding Induction for New starter. • Process Off-boarding staff - collection of Laptop, Mobile devices (company IT assets). • Knowledge in MDM, iOS and Android devices troubleshooting. • Skillful in writing and simplified existing process documents and working with Knowledge Management team to review and update accordingly. • Rebuilt, reimage and redeploy machine for starter/leaver and for troubleshooting. • Administer AD groups for software, SaaS and push thru SCCM or via Software Center from end user. Achievements: • Successful migration from IBM Notes to Outlook and OneDrive services of 58 users. • Migrating 58 users from the legacy Windows 7 OS to Window 10 OS. • Created QR Attendance for EHS team on tracking the availability of each associate and contractor during emergencies via Mobile devices/tablet. • Educate users to utilizing personal smart phone to get access into Office365 - Teams, Outlook, OneDrive etc apps. • Hardware at Site - Reducing and maintaining to Zero number of the non-compliant machines.

1. Supporting our internal users thru phone, email, remote services. Manging technical issue on laptop/desktop, wyse client, Lotus Notes, networking troubleshooting, password reset, enable/disable account, installation of softwares, granting folders access, scheduling VCs, provision of Wifi mobile access, creation of ID & email account for new starters. 2. Constantly play the role of "user education" on "How to" to all end users. 3. Closing the gap between the HR and IT related issue. (New joinee to company) 4. Identify and reporting any IT network, system failure from user and perform necessary escalation. 5. Frequent communication with respective IT Onsite Engineer for escalation of hardware issues.

+ Being the first liner of local IT Support for end users and main contact point. + Carring multiple roles in Hardware Support Management (60%), Customer Service (10%), Vendor management (20%), Purchasing management (including budgetting and costing) (50%), Facilities management (10%) & Compliance (5%).

Perform call audit based on the call recording between Users/Customers and agent. With the audit, ensuring the benchmark set by the company is being adhere by the agents based on the agreed SLA. Aside, will perform one-to-one coaching session with the particular agents who failed to meet the SLA and highlight issues to Operation side.

1. Perform Quality Call Monitoring and to ensuring continuous improvement on Quality service. 2. Responsible to assist client and operation request for managing the high call queue by answering inbound calls and handle escalation during peak season. 3. To represent quality team to present finding after the closure of each month to the operation. 4. To collate, analyze and compare CSAT raw data based on the findings as well proposed the possible action plans on the continuous improvement. 5. Organized internal call calibration with Operation as well external with Client. 6. Assisting Assistant Managers and understand that Quality monitoring processes and procedures as well liaising with respective Assistant Manager on their agent’s performance. 7. To organized meeting/briefing with agents on Monthly Quality updates. 8. Assisting team members on the call monitoring scenarios as well as sharing the QA knowledge to junior members. 9. Attending promotion, briefing on the latest updates of launch product as well to assists agents on the floor. 10. Assisting Line Manager on the preparation of Weekly Quality Report, Monthly to date report for Operation review and feedback. 11. To conduct induction for new hires on the mechanism, standard and the importance of Quality call monitoring. 12. To assist Operation and Learning & Development on “Nesting” with the new hires by providing guides on product knowledge, standard operating procedures and encouragement as a pre-requisite to new hires. 13. Liaising with Operation and Client on the continuous effort to improve, amend existing procedures and process as well on escalation flow.

Providing technical phone support regards issue related to internet connection, network, cabling, desktop troubleshooting, configuration of modem/router settings using various method such as network diagnostic tools and remote access. Aside, will liaising with vendor and managing field engineer ensure completion of work at customer's side. Ensure to log all the raise ticket and close at appropriate manner.