Experience

Baseplan Software Group

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Software Deployment Technician

  • Jul 2018 - Present

  Prepare installation and configuration guides. Send out new release notifications. Deploy new releases to Customer and DevOps environments Resolve deployment and configuration issues for Customer. Maintain the CRM to ensure accuracy of Customer environment data. Prepare quotes for deployment activities. Conduct license reviews. Assist where required with other duties in the Customer Service department. Assist with the identification and implementation of customer service process changes to improve customer satisfaction and/or efficiency. Assist and mentor other members of the Deployment team.



Trend Micro

• Japan
• Software Development
• 700 & Above Employee

• Customer Service Manager

  • Feb 2015 - Jun 2017

  Effectively engage at all levels within customer environments as well as internal teams including sales, marketing, engineering and technical support to develop and maintain a strong customer relationship and ensure their success and retention by providing for their best experience. Understand customer's unique environment and team members by onsite visits and build a profile, help them develop a strategy business plan, and Project Management for the implementation of new products or complex upgrades requiring technical planning coordination. Serving as a primary point of contact for assigned customers, provide insight, assessment, and guidance for product best practices, implementation, and security posture, quick escalation when necessary, and comprehensive resolution, ensure customers are receiving Premium levels of service. Also provide quarterly review and report as required, Knowledge Transfer and product TOI, POC,Professional Service, etc.

• Technical Account Manager

  • Jul 2013 - Feb 2015

  Looking after nominated premium customers, provide IT security advice and solutions, help customers outside regular office hours, especially during times of crisis, building relationships with the clients at the technical level, understanding the business context surrounding the deployment of Trend Micro products and aids business development and delivers enhanced value to high profile customers through proactive customer engagement. The role also includes Security Consulting, professional services and training. The Services Consultant will be engaged with customers and partners to perform AV audits, health checks, damage cleanup, outbreak prevention, product installations, and training.



Sophos

• United Kingdom
• Software Development
• 700 & Above Employee

• Technical Support

  • May 2010 - Jun 2013

  Provide technical support to Small/Medium/Large business, education and government customers on all Sophos products, Providing timely resolution to the issue of varying degrees of complexity. Build up test environment and replicate customer’s issue. Work with account manager to assist POC, educates customers or prospects with all Sophos products and recommends solution fits customer needs. Create knowledgebase articles for internal publication Provide technical support to Small/Medium/Large business, education and government customers on all Sophos products, Providing timely resolution to the issue of varying degrees of complexity. Build up test environment and replicate customer’s issue. Work with account manager to assist POC, educates customers or prospects with all Sophos products and recommends solution fits customer needs. Create knowledgebase articles for internal publication



GP Technology Solutions

• Support Engineer

  • Jan 2010 - Apr 2010

  Delivering support services to External clients over the phone and via email. Instruct clients using different modules of the software. Remote support on clients’ Unix/Linux server via putty. Escalate the serious issue to developer and Update knowledge database Collaborate with team member concerning common approaches to clients’ requirements and problems Delivering support services to External clients over the phone and via email. Instruct clients using different modules of the software. Remote support on clients’ Unix/Linux server via putty. Escalate the serious issue to developer and Update knowledge database Collaborate with team member concerning common approaches to clients’ requirements and problems



Lensoft Inc.

• Junior System Engineer

  • Mar 2009 - Dec 2009

  Working with senior SE and project managers to implement project of systems changes Build up servers (DC, DHCP, DNS, FTP) and workstation, provide daily BAU support Setup different RAID as system required. Establishing and testing disaster recovery procedures, completing back-ups, maintaining documentation Troubleshoot and resolve server down issues, including VMware related issue Resolving network incidents and faults, configure and troubleshooting TCP/IP, LAN/WAN, VPN, Routers, Switches Prepare the change implementation plan and all the related documents.



Yeahpoint

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Specialist

  • Jul 2007 - Feb 2009

  Provide BAU Support. Help establish guidelines and standards for Change Procedures Manage NICS, Hard Drive, ADSL modems, Backup device, Printers, Scanners, Fax, etc. Configure and manage TCP/IP, LAN/WAN, VPN, Routers, Switches Work with IT manager on software development project, database development with MySQL Build up hardware and configure software of product, implement pre-test, post-test and troubleshooting, and deliver to customer. Update software for clients periodically via remote assistance Provide onsite hardware and software support (Australia wide and oversea)



Bio-Trust Science & Technology

• Web Developer

  • Jan 2005 - Mar 2005

  Design and develop website (www.biotrust.com.cn) including company logo designing Using Dreamweaver, HTML, Fireworks and Photoshop. Design and develop website (www.biotrust.com.cn) including company logo designing Using Dreamweaver, HTML, Fireworks and Photoshop.



Utecom

• Technical support

  • Jul 2003 - Dec 2004

  Implement company internal business management system (IBMS) by using VB6. Provide technical support on computer assembly, installing and configuring products. Develop and maintain company website (Dreamweaver, HTML). Implement company internal business management system (IBMS) by using VB6. Provide technical support on computer assembly, installing and configuring products. Develop and maintain company website (Dreamweaver, HTML).