Lai Chin Quan

• Resolve customer technical issues through diligent research, reproduction and troubleshooting.
• Procurement for IT hardware/software, inventory and disposal management (including warranty) for IT department.
• Work directly with other departments to resolve problems and help test products.
• Provide first level contact and convey resolutions to customer issues.
• Follow up with customers, provide feedback and see problems through to resolution.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Respond to customer inquiries, primarily by telephone and e-mail.
• Recommended procedure modifications or improvements.
• Develop OS image and provide user guidelines.
• Update customer’s data and produce activity reports.
• Ensure proper recording, documentation and closure.
• Document all technical inquiries, develop and review content for knowledgebase.

Managing the Telco signal improvement project in Hartalega for the following service providers: DIGI, MAXIS, and YES YTL.

• Managing the full progress of installing the 4G YES signal tower with the YTL team.
• Overseeing the complete installation of the Cellular On Wheels (COW) YES signal tower with the YTL team.
• Managing the installation of the DIGI repeater in the Hartalega office with the DIGI team.
• Handling the installation of the Maxis repeater in the Hartalega office with the Maxis team.

• Resolve customer technical issues through diligent research, reproduction and troubleshooting.
• Procurement for IT hardware/software, inventory and disposal management (including warranty) for
IT department.
• Work directly with other department to resolve problems and help test products.
• Provide first level contact and convey resolutions to customer issues.
• Follow up with customers, provide feedback and see problems through to resolution.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Respond to customer inquiries, primarily by telephone and e-mail.
• Recommended procedure modifications or improvements.
• Develop OS image and provide the user guideline.
• Update customer’s data and produce activity reports.
• Ensure proper recording, documentation and closure.
• Document all technical inquiries, develop and review content for knowledgebase.

• Coordinated user support by managing tickets and delegating tasks to Level 1 technicians.
• Managed and maintained Mobile Device Management (MDM) system to ensure secure deployment, configuration, and compliance of mobile devices.
• Managed monthly departmental item charge entries and accurately updated records in Microsoft Dynamics 365 (D365)