Leon Cheung

• Supervisory Leadership: Lead a team comprising 2 Technical Assistance Supervisors and 10 Technical Assistance Representatives, fostering a collaborative environment that enhances team performance and engagement. • Issue Resolution: Oversee troubleshooting for complex issues related to trading platforms, account setup, and software functionalities, ensuring timely and effective solutions. • Client Communication: Act as an escalation point for client issues, providing clear and concise communication that maintains high satisfaction levels. • Process Improvement: Identify and implement strategies for enhancing workflow efficiency and effectiveness within the technical support team. • Training and Development: Develop and deliver training sessions for team members, keeping them informed about system updates and best practices. • Performance Metrics: Monitor key performance indicators to ensure service level agreements (SLAs) are met or exceeded by the team. • Escalation Management: Manage critical issues effectively, ensuring clients are regularly informed about progress and resolutions. • Documentation: Maintain accurate records of client interactions, technical issues, and resolutions in internal systems for reference and reporting. • Reporting: Compile and present reports to management, detailing team performance, trends, and opportunities for improvement.

• Oversaw the IT engineering department, providing strategic vision, direction, and leadership to a team of 3 IT support and engineers across the globe. • Developed and executed IT strategies, roadmaps, and initiatives aligned with business objectives, optimizing resource utilization and budget allocation. • Managed vendor relationships, negotiating contracts to procure hardware, software, and services, ensuring cost optimization without compromising quality. • Implemented industry best practices, ITIL frameworks, and standards to enhance IT service delivery, incident response, and change management processes. • Cultivated a culture of innovation and continuous improvement, promoting the adoption of emerging technologies, agile methodologies, and automation tools. • Collaborated closely with cross-functional teams, including product management, security, and operations, ensuring seamless integration and delivery of IT solutions. •Maintained oversight of IT projects, ensuring timely delivery, adherence to budgetary constraints, and high-quality outcomes. • Worked collaboratively with stakeholders to gather requirements, define project scope, and identify technical solutions to meet business needs. • Provided strong leadership and mentorship by conducting performance reviews, offering constructive feedback, and identifying training opportunities to foster professional growth within the team.

• Lead, mentoring and manage the tech service team, delivering IT Projects, IT tickets management, remotely in HK, TW, SZ, and GZ (24 buildings) • Tier 2 and Tier 3 support in all matters related to technology (IT and AV) • Planning and developing IT assets, contracts, vendors, budget forecasts, and OPEX/CAPEX management in a cost effective manner • Identifying and providing IT services solutions to generate additional revenue • Provision of weekly/monthly service metrics and trend reporting • Improve and achieve SLA above 98% • Ensuring the smooth running of the IT operations in the field, including user support, IT systems, domain services, communications, and connectivity; • Monitoring upgrades and security backups of hardware and software systems; • Provide instant and effective solutions for various crisis situations , which may involve complex technical hardware or software problems • Planning and executing technology projects and system implementations in the field in an organized and effective manner. Establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress; • Assisting field office IT staff in planning and managing new office build outs, and office moves; • Planning and developing IT budgets for field offices, obtaining competitive prices from suppliers, to ensure cost effectiveness; • Recommending information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements; • Developing, and implementing new IT procedures in the field and reviewing and enhancing existing procedures;

Customer Experience (Apple Steps of Services) • Build and repair customer relationships, resolve complains in addition educate and enhance customers’ product knowledge to achieve the quality of services Training for In-Store Teams • Select to be a Mentor/ Trainer for Market Core. Facilitate trainings (related to customer services, newest technology trends & products) to multiple teams on a regular basis Drive Net Promoter Score • Constantly increase Customer Satisfaction (NPS) by delivering memorable moments on a daily basis Technical Training & Support / Convey product knowledge to customers • Responsible for complains handling and providing technical training to new Apple owners (mobile, desktops, laptops, Apple Music, iCloud and accessories) at the Genius Bar Business Intro • Identify potential B2B customers through appointments, provide business solutions assisted by business team. Enrich the customers’ shopping experience by providing Apple Care Services

Client Onboarding Training • Provide training to client staffs when required to satisfy clients’ needs on company’s product or financial market information

Training Development and Facilitation • Effectively assist trainees through exercises, day in the life scenarios and analyze impacts to the funds Program Management • Design and develop new courses to the business as well as to present customized lessons to clients Regional Training • Travel to Hangzhou, India and Singapore on a scheduled basis to facilitate trainings to new & existing hires Relationship Management • Maintain and enhance relationship with existing institutional clients, support regional marketing campaign