Chung TAM
Toronto,Canada
Summary
Client-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Desk Technician
Norton Rose Fulbright
08.2022 - Current
- Demonstrate advanced enterprise support knowledge for hardware and software problems in Windows OS and Microsoft Intune environments
- 100% achieved in pre-defined Service Level Agreement, including Average Talk time, Average handle Time, Ticket resolved time, Ticket quality, Ticket resolution time etc.
- Serve as a global point of contact and subject matter expert for customers, delivering guidance and expertise to address their technical needs and inquiries across diverse regions
- Execute and coordinate with other IT teams on the troubleshooting
- Review and analyze ticket performance on Service Now based on troubleshooting guidance
- Prepared and presented analysis result from Service Now to management to identify areas of improvement
Application Support Analyst
YesStyle.com
10.2021 - 05.2022
- Identified, reviewed and improved complex business processes and designed a cost-saving digital solution by using Jotform
- Designed training materials and led training sessions to over 500 internal users on O365 platform, including senior executive members
- Assisted with O365 implementation to replace legacy infrastructure
- Coordinated with other IT teams to review and assist the policy evaluation to deliver IT best practices
Assistant Project Management Officer
YesStyle.com
04.2020 - 10.2021
- Prepared user stories and simplified technical concepts between stakeholders
- Identified and solved obstacles of Web and App project to ensure projects launch on time
- Prepared, analysed and presented resource utilization reports of developers to top management
Education
Master of Science - Management
Nottingham Trent University
01.2019
Bachelor of Arts - Event Management
Staffordshire University
01.2018
Skills
- Customer service: Proven record to engage with top management, client and vendor
- End-user training: Experience in providing training to 500 internal user
- Teamwork: Strong ability to work with other teams and departments
- Time Management: Strong ability to prioritize tasks and work under high-pressure environment
Certification
- 01/01/23, HDI - HDI Support Center Analyst
- 01/01/22, AWS - AWS Cloud Practitioner
- 01/01/21, Microsoft - Azure Fundamentals (AZ-900)
- 01/01/21, AXELOS - ITIL 4 Foundation
- 01/01/21, Alison - GDPR training
- 01/01/21, International Scrum Institute - Scrum Master
Timeline
IT Service Desk Technician
Norton Rose Fulbright
08.2022 - Current
Application Support Analyst
YesStyle.com
10.2021 - 05.2022
Assistant Project Management Officer
YesStyle.com
04.2020 - 10.2021
- 01/01/23, HDI - HDI Support Center Analyst
- 01/01/22, AWS - AWS Cloud Practitioner
- 01/01/21, Microsoft - Azure Fundamentals (AZ-900)
- 01/01/21, AXELOS - ITIL 4 Foundation
- 01/01/21, Alison - GDPR training
- 01/01/21, International Scrum Institute - Scrum Master
Master of Science - Management
Nottingham Trent University
Bachelor of Arts - Event Management
Staffordshire University
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