Liza Wong

• Mentored junior analysts, fostering professional development through ongoing guidance and support.
• Maintained a strong track record of performance excellence, consistently meeting or exceeding project deadlines and objectives.
• Performed rigorous quality control checks on all deliverables, ensuring the highest level of accuracy possible.
• Developed strong relationships with clients through regular communication, fostering trust in the quality of our work products delivered promptly.
• Resolved client concerns by addressing discrepancies in collected data and providing solutions.
• Developed comprehensive training materials for new devices, promoting consistent best practices across the team.
• Served as a subject matter expert on various industry topics, providing valuable insights during team meetings and presentations.
• Improved data accuracy by conducting thorough field research and analysis.
• Exceeded expectations regularly in generating actionable insights from field data that drove positive outcomes for clients.

• Act as point of contact for UDN Technology issues

• Analyzing, prioritizing, diagnosing, documenting, resolving, escalating and communicating UDN Technology support requests.

• Coordinate UDN technology support for TSO

• Coordinate daily UDN technology work activities

• Liaison to other TSO support organizations such as ISTS

• Assist in the development of leading edge monitoring tools

• Be able to think out of the box to creatively solve complex project challenges

• Established and managed relationships with external data providers and research vendors.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Supporting all levels of personnel, including Executive level
• Replacing and setting up PCs
• Testing network connections
• Troubleshooting of applications for users merging onto a single network

• Provide desk side support (hardware/software support & training); local & networked printer and MFD devices and other PC peripheral devices (e.g. Blackberries, Air cards etc). This includes limited support for any software titles on the company's standard image.
• Perform data recovery on failed hard drives as directed
• Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks
• Requires the balance of technical expertise, task management and teamwork, while serving our customers
• Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required
• Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates
• Ensures accurate and timely documentation of work (e.g., service tags, time reports, etc.), by daily updating of Service Requests in SMC database
• Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)