Liam Tsang
System Support Engineer at AutoCoding Systems Ltd- Claim this Profile
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Bio
Igor Appilat
Liam is highly analytical, confident and enthusiastic with a desire to continuously improve himself within IT Help Desk Support. He has got excellent skills in distinguish between hardware, software, network and server problems, when resolving or progressing Incident or requests. Liam has got an effective combination of technical expertise, acute attention to detail and interpersonal communication techniques. He has got ability to grasp new technical concepts quickly and organize and prioritize work in an effective manner focusing on exceeding customer expectations. Liam has got extensive knowledge of Active Directory, Microsoft Office 365, other applications and software, various multi-client help desk systems, environments etc. He is always willing to go an extra mile to provide the best Customer Service for the users.
Igor Appilat
Liam is highly analytical, confident and enthusiastic with a desire to continuously improve himself within IT Help Desk Support. He has got excellent skills in distinguish between hardware, software, network and server problems, when resolving or progressing Incident or requests. Liam has got an effective combination of technical expertise, acute attention to detail and interpersonal communication techniques. He has got ability to grasp new technical concepts quickly and organize and prioritize work in an effective manner focusing on exceeding customer expectations. Liam has got extensive knowledge of Active Directory, Microsoft Office 365, other applications and software, various multi-client help desk systems, environments etc. He is always willing to go an extra mile to provide the best Customer Service for the users.
Igor Appilat
Liam is highly analytical, confident and enthusiastic with a desire to continuously improve himself within IT Help Desk Support. He has got excellent skills in distinguish between hardware, software, network and server problems, when resolving or progressing Incident or requests. Liam has got an effective combination of technical expertise, acute attention to detail and interpersonal communication techniques. He has got ability to grasp new technical concepts quickly and organize and prioritize work in an effective manner focusing on exceeding customer expectations. Liam has got extensive knowledge of Active Directory, Microsoft Office 365, other applications and software, various multi-client help desk systems, environments etc. He is always willing to go an extra mile to provide the best Customer Service for the users.
Igor Appilat
Liam is highly analytical, confident and enthusiastic with a desire to continuously improve himself within IT Help Desk Support. He has got excellent skills in distinguish between hardware, software, network and server problems, when resolving or progressing Incident or requests. Liam has got an effective combination of technical expertise, acute attention to detail and interpersonal communication techniques. He has got ability to grasp new technical concepts quickly and organize and prioritize work in an effective manner focusing on exceeding customer expectations. Liam has got extensive knowledge of Active Directory, Microsoft Office 365, other applications and software, various multi-client help desk systems, environments etc. He is always willing to go an extra mile to provide the best Customer Service for the users.
Credentials
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ITIL Foundation Level
AXELOS Global Best PracticeNov, 2019- Nov, 2024
Experience
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AutoCoding Systems Ltd
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United Kingdom
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Automation Machinery Manufacturing
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1 - 100 Employee
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System Support Engineer
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Jul 2022 - Present
•Daily use of Zendesk ticketing system to support customers and via telephone •Attend customer factories when required to perform system health checks •Application support for ACS System including Networking, FTP, SQL, Windows Server •Use of SOPAS Engineering Tool to support SICK Lector code readers onsite and remote •Training customers onsite and offsite on how to use ACS System •Create customer labels/coding profiles using multiple label design software's such as Clarisoft and Colos Show less
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PHOENIX Medical Supplies Ltd
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United Kingdom
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Pharmaceutical Manufacturing
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200 - 300 Employee
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1st Line Technician
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Jul 2019 - Aug 2022
All aspects of SD – call taking, troubleshoot, resolving, escalating AD, MS Exchange Account administration Provide support to over 450 Retail Pharmacies across UK Software and Hardware support to all internal departments Win7/8/10 support + Windows Server 2016 Remote Network Troubleshooting and HO Cable Patching Provide support to all Warehouse / Wholesale System Communicate with all users from starters to Directors to Technical Daily warehouse visit to send out equipment Deploying software updates to computers in multiple locations Use of SQL to ensure users are in correct tables Building and Imaging laptops daily for refresh/new starters Creating easy to follow knowledge bases Show less
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EVGA
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United States
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Computer Hardware
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1 - 100 Employee
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Sales Support Administrator
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Jul 2018 - Jul 2019
• Provide admin support to UK & EU Sales team •Liaise with customers regarding claims, promotions and invoices •Create Excel PivotTables, Charts, Formulas to simplify data for report •Create reports to display patterns and analyse data •Ensure office is supplied with amenities and order as required •Manual MSRP Price Checks of Competitors, over 500 checks daily •Use of SAP to create invoice & credit notes •Setup meeting invites when requested and required • Provide admin support to UK & EU Sales team •Liaise with customers regarding claims, promotions and invoices •Create Excel PivotTables, Charts, Formulas to simplify data for report •Create reports to display patterns and analyse data •Ensure office is supplied with amenities and order as required •Manual MSRP Price Checks of Competitors, over 500 checks daily •Use of SAP to create invoice & credit notes •Setup meeting invites when requested and required
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Sopra Steria
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Warrington, United Kingdom
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1st Line Support
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Dec 2017 - Jul 2018
Provide fix and workaround to end users via remote desktop Troubleshoot via Telephone,Email and Portal (80+ daily inbound) Daily logging of incoming incidents/contacts/requests Follow procedure for escalations depending on contracts Overflow assistance when needed Creating and updating knowledge base Provide fix and workaround to end users via remote desktop Troubleshoot via Telephone,Email and Portal (80+ daily inbound) Daily logging of incoming incidents/contacts/requests Follow procedure for escalations depending on contracts Overflow assistance when needed Creating and updating knowledge base
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MARTIN DAWES SYSTEMS LIMITED
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United Kingdom
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Software Development
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Service Operation Centre Technician / 1st Line Support - 24/7 Support Role
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Mar 2017 - Dec 2017
First point of contact for all customers - Email, Phone and SelfService Responsible for logging all internal + external ticket daily Ticket management - Open, chase, resolve and close, escalate if need Ensure daily automated task/jobs start and finish at correct times Daily use of IBM iSeries / Profile amendments, backups, report Ensure all customer backups run smoothly Tape inventory - Hardware and use of Tape library software Monitor alerts via Nimsoft throughout day- Escalate if Critical Creation of team knowledge guides and procedures Daily timesheet creation for managed services Perform nightly GUI checks for customers and report status Run and complete daily procedures against checklist Show less
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Atos
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France
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IT Services and IT Consulting
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700 & Above Employee
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1st Line Service Desk Analyst
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Sep 2015 - Mar 2017
Provide IT Support for Ministry of Justice Perform 1st line fixes via Telephone and Remote Access. Replying to emails where minimum data is not provided Troubleshooting and Diagnostics on faults via telephone Logging incidents/request tickets using bespoke Logging Software Entering accurate and detailed information to 2LS + 3rd Party Groups Use of Citrix, Windows Server and Active Directory to assist end user Assist with the coaching and development of new staff. Follow procedures accordingly depending on situation. Deal with wide variety of users from beginners to intermediate. Show less
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PMI Health Group
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Northwhich
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Appointment Maker – Telemarketing
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Apr 2015 - Aug 2015
Use of bespoke software – Microsoft Dynamics Calling businesses to identify Key Decision Makers Liaising with prospects to book an appointment Use of Microsoft Outlook to book appointments Use of bespoke software – Microsoft Dynamics Calling businesses to identify Key Decision Makers Liaising with prospects to book an appointment Use of Microsoft Outlook to book appointments
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ST HELENS GLASS
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United States
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1 - 100 Employee
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Direct Sales Consultant
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Feb 2015 - Apr 2015
Plan, Prepare and Attend confirmed leads at appointed times Build customer rapport quickly and provide product information Identifying when customer is ready to buy then Close appropriately Identifying customers objections and handling them Listening to clients carefully and selecting key points to fulfil need Filling out paperwork accurately and handing in to office on time. Plan, Prepare and Attend confirmed leads at appointed times Build customer rapport quickly and provide product information Identifying when customer is ready to buy then Close appropriately Identifying customers objections and handling them Listening to clients carefully and selecting key points to fulfil need Filling out paperwork accurately and handing in to office on time.
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Comms-care
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United Kingdom
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IT Services and IT Consulting
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100 - 200 Employee
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Service Desk Analyst
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Nov 2013 - Feb 2015
Provide customer support via email (Outlook) & telephone Work with Account Managers, assisting their customer queries Prioritising customer requirements depending on SLA Monitoring personal and team queues, keeping clients up to date Logging new calls from customers via phone and email & portal Using bespoke software to find customer details through filtering Assigning suitable engineers to customer sites based on requirement Contact wide range of suppliers and provide clients with quotes, ETA Liaising with customer and suppliers to meet SLA Liaising with internal departments such as Sales, Logistics & Contract Show less
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Percy Group
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Altrincham
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IT and Supply Chain Assistant - Operations
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Sep 2013 - Oct 2013
Successfull work trial as this was my first job after College, Altrincham was too far for me to travel daily at that point. Agreed with CEO to work closer to home. Manual order preparation/ Posting customer orders Inventory controlling Use of software such as Linworks, SageACT and Adobe InDesign Using Internet to research pricing levels and produce reports Creating multiple page user manuals for products Organising warehouse to maximise efficiency Successfull work trial as this was my first job after College, Altrincham was too far for me to travel daily at that point. Agreed with CEO to work closer to home. Manual order preparation/ Posting customer orders Inventory controlling Use of software such as Linworks, SageACT and Adobe InDesign Using Internet to research pricing levels and produce reports Creating multiple page user manuals for products Organising warehouse to maximise efficiency
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Education
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2013 - 2014
Vision Workforce Skills - Apprenticeship
Intermediate Level Apprenticeship, Business Administration, Management and Operations
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