Daniel See Resume

Confidential
See Ai Beng, Daniel
Last update: 01 May. 2016
Contact Info
Address : 427 Woodlands Street 41 #08-220 SINGAPORE 730427
Telephone : +65-66389224
Mobile : +65-90266024
E-mail : seeaibeng@gmail.com
Education Background
Highest Education
Level : Diploma
Field of Study : Engineering
Major : Manufacturing / Factory Automation
Institute / University : Nanyang Polytechnic
Located in : Singapore
Graduation Date : December 1996
Second Highest Education
Level : GCE “O” Level
Major : Combined Science
Institute / University : Nan Chiau High School
Third Highest Education
Level : PSLE
Institute / University : Silat Primary School
Certification and Year Obtained
- ITIL Intermediate: Release, Control and Validation : 2012
Examination Institute for Information Science
- ITIL Intermediate: Operation, Support and Analysis : 2011
- CISCO Certified Network Associate : 2011
CISCO Systems
- Apple Certified System Administrator (ACSA) 10.6 : 2011
Apple Inc.
- Apple Certified Specialist - Security and Mobility 10.6 : 2011
Apple Inc.
- Apple Certified Specialist - Deployment 10.6 : 2011
Apple Inc.
- Apple Certified Specialist - Directory Services 10.6 : 2011
Apple Inc.
- Apple Certified Technical Coordinator (ACTC) 10.6 : 2011
Apple Inc.
- Apple Certified Support Professional (ACSP) 10.6 : 2011
Apple Inc.
- Apple Certified Associate - Mac Integration Basics 10.6 : 2010
Apple Inc.
- ITIL Version 3 Foundation : 2010
- Client Using Microsoft Outlook Web Access (OWA) : 2003
Drake International (S) Ltd
- Network+ Support Skills (G500) : 2003
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Drake International (S) Ltd
- Certificate of Completion, Windows 2000 Essentials : 2000
New Horizons Computer Learning Centers
- Service Excellence on the Telephone : 2000
Ewing Communications Pte Ltd
Employment History
1. Company Name : ViewQwest Pte Ltd
Position Title : Network Operation Engineer, NOC
Position Level : Executive
Specialisation : Technical Support
Industry : Call Centre Service Support/Datacentre Services
Monthly Salary : S$3500
Date Joined : July 2015 Date Left : May 2016
Work Description :
RESPONSIBILITIES:
- Provides technical enquiries and supports on internet accesses, VPN access to Netflix and
Hulu etc., and VOIP voice service, to non-residential and residential clients.
- Responsible for the incident management; answering incoming phone calls and respond to
incoming e-mail, and document / track the related incidents, until they are resolved or
workarounds are provided, to Salesforce database.
- First line of contact for all incidents, service requests, change requests, and network
equipment / device setups.
- Handles escalations to Tier II, backend engineers or upstream providers regarding network
or link restorations.
- Responsible for datacentre operations and uptime by monitoring Nagios and Cacti
monitoring systems.
- Handles visiting clients to the datacentre by following the secure procedure protocols of
verifying authorised contacts and recording customer equipment movement etc.
- Perform on-sites to customer premises to educate and resolve their issues physically and
visually.
- Works on ad-hoc tasks assigned by the senior management according to the business
needs (when necessary).
EXPERIENCE GAINED:
- Inspiration to go the extra mile to deliver customer satisfaction.
- Motivation to overcome big challenges on the phone and face to face.
- Success in delivering solutions with continuous opportunities to overcome incidents and
problems faced by the customers.
- Continuous supportive of "One Team" environment by embracing diversity and relying
heavily on past experiences and practices.
- Knowledge of different data, I.P. and fibre optic technologies available in the market.
- Knowledge and skills to turn negative emotional states into productive service.
REASON FOR LEAVING:
- Looking for job opportunities into service desk support as current job are more into helpdesk
position.
2. Company Name : Verizon Communications (S) Pte Ltd
Position Title : Associate Engineer - Client Service Assurance
Position Level : Executive
Specialisation : Customer Service
Industry : Call Centre Service Support/IT-enabled Services
Date Joined : December 2007 Date Left : June 2015
Work Description :
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RESPONSIBILITIES:
- Key team member of Verizon's Asia Pacific Customer Care Centre.
- Provides sales, products and services, technical enquiries and supports for customers in
English, Cantonese, Mandarin and Thai, as natively accent as possible.
- Responsible for the ticket management process until the incident is resolved to customer
satisfaction (CSAT).
- Point of contact for all incident and problem management, service request, change request,
and service improvement of all Verizon services across any Asia Pacific countries.
- Responsible for overall incident management including customer and management
escalations to repair teams, and information flow to customers regarding restoration effort.
- Point of contact for incident management; answering incoming phone calls and respond to
incoming e-mails received from external and internal customers, and document / track the
related incidents to the knowledge base.
- Manages tickets in the online system's queue, maintain on-going communication with
customers and escalate tickets where necessary to ensure progress.
- Follows-up with the Ticket Operation Teams to ensure raised incident tickets are driven at
the right track and aim to restore the service within Mean Time to Repair (MTTR).
- Complies with the K.P.Is.set by the senior management.
- Works on ad-hoc tasks or new duties assigned by the senior management according to the
business needs (when necessary).
EXPERIENCE GAINED:
- Inspiration to go the extra mile to deliver big solutions.
- Motivation to overcome big challenges.
- Success in delivering winning customer solutions with continuous opportunities to deepen
client service relationship through trainings.
- Stimulated and supportive of "One Team" environment by embracing diversity and relying
heavily on ITIL and Six Sigma practices.
- Knowledge of different data and I.P. technologies available in the market.
REASON FOR LEAVING:
- Retrenchment as a result of organisation restructures. Role was made redundant.
3. Company Name : Skynetglobal Pte Ltd
Position Title : Helpdesk Support Engineer
Position Level : Senior Executive
Specialisation : Unified-Internet Support
Industry : Service Support/IT-enabled Services
Date Joined : April 2006 Date Left : October 2007
Work Description :
RESPONSIBILITIES:
- Provides hotline supports everyday without fail, for McDonald’s free wireless internet access
through telephone, e-mail and fax.
- Handles queries concerning usage how to, wireless internet access network setup and
general error messages across all platforms such as Computer Laptops, PDAs, Palm Tops,
wireless enabled Nintendo Gameboys, Sony PSPs, hand phones and Symbian devices.
- Handles basic computing enquiries.
- Coordinates with ANTlabs and MediaRing to setup and test of ADSL modem, routers,
wireless access points, switches, and devices that users use, if needed.
- Coordinates with ANTlabs and MediaRing to test on devices that users reported
encountering error messages, if any.
- Keeps and stays alert with ANTlabs and MediaRing for any system down notification from
monitoring system to Data centre to internet access points to end users.
- Liaises with ANTlabs and MediaRing on the numbers and dates of service applications to
schedule service start, hardware requirement, installations and on-site services and
terminations, if any.
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- Responsible for maintaining McDonald’s restaurant details, contact information and fault
reports.
- Keep track of applications and terminations, restaurant closures, on-site services and fault
reporting.
- Manages and helps to generate and qualify satisfied customers everyday.
EXPERIENCE GAINED:
- Customer service experience in a free call hotline service environment.
- Process and procedure of maintaining contacts with partners and vendors.
- Maintenance of customer information, contact details and reporting.
- Knowledge of different internet platforms available in the market.
REASON FOR LEAVING:
- Company ceased operation in Singapore after 5 business years.
4. Company Name : Clear Datavoice Pte Ltd
Position Title : Call Centre Support Engineer
Specialisation : Network Support
Industry : Call Centre/IT-enabled Services
Date Joined : September 2002 Date Left : March 2006
Work Description :
RESPONSIBILITIES:
- Started up a call centre to provide daily helpdesk supports such as ADSL, POP, SMTP
D.N.S., desktop hardware and software, e-mail, FTP, GRIC, leased line services, Voice PABX
and I.T. outsourcing problems through telephone, e-mail and fax.
- Desktop supports such as installation, setup and upgrade of computer operating systems,
software applications and peripherals, for internal users of lower levels to higher management
and VIPs.
- Designed, drafted and put in place standard operating procedures for helpdesk purposes.
- Handles basic sales inquiries.
- Setting up and testing of ADSL modem, routers, wireless access points, switches, hubs and
computer systems.
- Maintains and controls Ericsson Dialog and Alcatel Reflex PABX voice service for
customers.
- Coordinates number and date of service applications to schedule service start, installations
and on-site services.
- Responsible for maintaining customer information, database and abstract reports in Intuit
Track-It software.
- Generates daily and weekly reports including service applications and terminations, on-site
services and fault reporting.
- Manages and helps to generate and qualify satisfied customers everyday.
EXPERIENCE GAINED:
- Customer service experience in Business Based Service Provider environment.
- Process and procedure to start up a call centre.
- Maintenance of customer information, database and reporting.
- Knowledge of one-stop service provider industry.
- Knowledge and skills to turn negative emotional states into productive services.
REASON FOR LEAVING:
- Switched employment to parent company.
5. Company Name : Pacific Internet Ltd
Position Title : Technical Support Supervisor
Specialisation : Technical Support
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Industry : Call Centre/Internet Service Provider
Date Joined : August 1999 Date Left : August 2002
Work Description :
RESPONSIBILITIES:
- Provides daily helpdesk supports such as ADSL, internet access, web hosting, POP, SMTP,
D.N.S., desktop hardware and software, e-mail, FTP, roaming facilities, and leased lines
services through telephone, e-mail and fax.
- SSH and Putty access on server technical problems and resolutions.
- Heads Postmaster and Technical leader posts on enquiries, error messages, fault
escalations and abuse/spamming issues.
- Manages team, manpower schedule and motivated good working relationship.
- Handles basic sales inquiries.
- Generates daily and weekly reports on the number, trend and types of faults reported.
- Manages, helps generate and qualify satisfied customers everyday.
EXPERIENCE GAINED:
- Customer service experience in internet service provider industry.
- Service excellence skills on the telephone.
- Good team player and leader and multitasking capabilities.
- Proven initiative and ability to work with minimal or none supervision.
- Excellent organisational and motivational skills.
- Knowledge of internet service provider industry.
- Knowledge and skills to turn negative emotional states into productive services.
REASON FOR LEAVING:
- Head-hunted for better career advancement opportunities and exposure.
Computer and Non-Technical Skills
Microsoft Office Applications, Microsoft Windows Operating Systems and Servers. Adobe PhotoShop,
FrontPage, HTML, DOS, TCP/IP, Network Cards, LAN, ISDN, Ethernet, Oracle Applications, Lease
Lines, Cisco Routers, Hubs, Macromedia Director, Harvard Graphics, Corel Draw, AutoCad,
PageMaker, MS Project, Lotus 123, C++ Language, C Language, BASIC, Word Perfect. Computer
system technical support and setup.
Customer relationship handling. Supervising and team leading experiences. Analytical and incident
solving abilities in anticipating problems and providing suggestions and resolutions. Leadership,
Interpersonal and social skills, Communication, administration and knowledge skills to turn negative
emotional states into productive service.
Languages
Proficiency (0=Poor - 10=Excellent)
Language Spoken Written
English 10 10
Mandarin
Cantonese
10
10
10
10
Thai
Hokkien
10
10
0
0
Additional Info
Expected Monthly Salary : S$3800 (negotiable)
Willing to Travel : Heavy (>50%)
Willing to Relocate : Will Consider.
Possesses Own Transport : No.
Availability : Immediate
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Miscellaneous
Awards : - Agent of the Month, Asia Pacific Customer Contact Centre, 2009, Verizon
Communications (S) Pte Ltd.
- Letters of Commendation, Customers Satisfactory Feedback, 2002-2006, Clear
Datavoice Pte Ltd.
- Best Customer Service Awards, Best Phone Service Awards, Letters of
Commendation, 2000-2001, Pacific Internet Ltd.
- Silver Award in National Q.C. Convention I, 1999, Singapore Productivity and
Standards Board.
- Best Soldier Award, 1998, Singapore Armed Forces.
Personal Strengths: - Discipline
- Confident
- Creative and resourceful
- Dependable
- Dynamic team player
- Energetic
- Excellent skills in communication and collaboration
- Highly inquisitive
- Sense of responsibility
- Time management skills
- Professional about duties
References
Name : Manjusha Ramachandran
Contact Number : +65-62486703 / +65 84186308
E-mail : manjusha.ramachandran@intl.verizon.com
Position : H.R. Business Partner
Company : Verizon Communications (S) Pte Ltd
Relationship : Human Resource
Name : Koh Eng Thiam, Daniel
Contact Number : +65-82036036
E-mail : wysersg@gmail.com
Position : Technical Support Training Manager
Company : Pacnet Ltd
Relationship : Former Supervisor
Confidential
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Daniel See Resume

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