IT Specialist

MARS Foods(China) Co., Lmt.
Industry:Consumer Products(FMCG) | Company Type: | Company Size:
Company Profile:2008-2 - Now PSC Analyst
Location:Beijing | Job Type:Full-time | Department: | Report to: | Number of Subordinates:employees | :
Job Category:IT Specialist
Career Level:Mid Career(2+ years experience)Ralph Lauren Polo shirts

Responsibilities and Achievements:
As PSC(Primary Service Center) analyst, except daily operation, I'm also responsible for some projects, business analysis, knowledge management and training. Please check the following details:
*Projects Area*1)To be the project manager of Primary Service Center Process Standardization to standardize service process and setup team image within customers and global peers;
2)To be the project member(Asia Pac representative) of GTS Customer Satisfaction Survey for service automation, timely feedback and clients orientation;
3)To be the project member(Asia Pac representative) of GTS Process Review Board for process alignment globally;
4)To be the project manager of GTS Ticketing Improvement for correct resource of problem management and working efficiency enhancement;
5)To be the project member(Asia Pac representative) of PSC&CFT Support Scope Change for customer service improvement, workload rellocation and resource optimization;
*Business Analysis Area*1)To understand the rules and standards of global team report and find the key metrics;
2)To design regional team metrics and run weekly report based on global one to measure team daily operation performance;
3)To complete various reports according to managers' request for some outstanding issues;
4)To engage in the definition of business rules of GTS customer satisfaction survey report;
5)To run periodical and regional report for customer satisfaction survey based on the global rules;Lacoste Polo Shirts
6)To track the customer dissatisfaction survey report which is escalated to line manager;
*Knowledge Management Area*1)To take initiative in the redesign of team knowledge management database;
2)To build up network with international teams for team visibility, and setup technology leads community for knowledge sharing;
3)To be SMART FE to guarantee the team's needs are achieved and the knowledge maintenance process is optimized;
4)To help Customer Fulfillment Team for workload share and operation process optimization when they're facing resource challenge, and setup the channel of two teams' knowledge sharing;
*Crisis Management*1)To design crisis handling process;
2)To design emergency message;
3)To recod announcement to increase customers' awareness when some crisis or outstanding issue is happening by using AVAYA system;
*Training Area*1)To take initiative in the design of team training package for new joiners;
2)To deliver training to new joiners;
3)To take initiative in the organization of 2008/2009 GTS Marketing;
4)To organise the ITIL training for the hub;
5)To organise the Notes Admin training for GTS department;
Cisco System Company
Industry:Hardware/Network Equipment | Company Type: | Company Size:
Company Profile:
2006-3 - 2008-2 GTRC Analyst
Location:Beijing | Job Type:Full-time | Department: | Report to: | Number of Subordinates:employees | :
Job Category:IT Specialist
Career Level:Mid Career(2+ years experience)
Responsibilities and Achievements:
As GTRC(Global Technology Response Center) analyst, my responsibilities covered the following areas:
*day-to-day operation*1)To be front line enginer to provide remote support when customers faced various IT problems;
2)To be second level support engineer to fulfil all kinds of requests from customers on IT resources access or priviledges;Lacoste POLO Shirts
*knowledge management*1)To update new technology document in knowledge database pool;
2)To compile new joiners' training package for knowledge transfer;
*team lead backup*1)To arrange new hires' interview with hiring managers in Australia;
2)To arrange new joiners' training and help them to go through the learning curve;
3)To arrange team availability for the assurance of daily operation's workforce resource;