Jimmy Lo
Sydney,Australia
Summary
Detail-focused Data Analyst with knowledge in data warehousing, process validation and business needs analysis. Proven to understand stakeholder requirements and translate into actionable project plans. Dedicated and hard-working with passion for Big Data.
Overview
22
22
years of professional experience
Work History
Data Analyst, Service Level Management
Epsilon International
01.2016 - 12.2023
- Data capturing and retrieval (MySQL & Oracle SQL, ServiceNow, ThousandEyes), Data cleansing including the use of VLOOKUP, PivotTable, and macros (Excel), Data analysis including creating external connections with Excel and SQL (Power BI), Data Analysis presentation to senior management and stakeholders on weekly basis (Powerpoint & Power BI), Automate procedures including update and maintenance (Power Automate), Dashboard update and maintenance (Power BI and cloud source), Produce ad-hoc reports and presentations on the fly
Incident Manager, Service Level Management
Epsilon International
01.2016 - 12.2023
- Monitor platform availability (Dynatrace & ThousandEyes), Incident manager for P1 & P2 bridges for various platforms, Distribute internal & external communications, Host post-mortem meetings, Draft and distribute Root Cause Analysis, Track preventative measures, Generate and distribute support teams and platform availability performance measures (Power BI)
Team Leader, Platform Operations
Epsilon International
08.2011 - 01.2016
- Manage both onshore and offshore Technical Support teams, Manage the handling and performance of tickets for the support team (HEAT and ServiceNow), Manage handover processes, Produce weekly reports on team performance (Excel), New staff trainings
Team Leader, Technical Support Team
Epsilon International
03.2007 - 01.2009
- Manage Technical Support and Campaign Management teams, Manage the handling and performance of tickets for the support team (Remedy and HEAT), Create/Manage SOWs for the Campaign Management team, Produce weekly reports on team performance (Excel), Organise team building exercises, New staff trainings
Manager, Network Operations Centre
Netstar Networks
07.2006 - 02.2007
- Manage the Data, Security, and Mail teams, managing tickets from 3 teams (HEAT), Host daily client calls, Work with supervisor and other departments to improve processes and software designs, Produce weekly reports on team performance (SAP Crystal Reports), Manage and adhere to team rosters, New staff trainings
Team Leader, Broadband Engineering
TPG Telecom
06.2004 - 07.2006
- Acting supervisor, manage the TPG Broadband Engineering team, Handle escalations from team members, Work closely with Telstra to ensure their SLAs are met, Work with supervisor and other departments to improve processes and software designs, Produce weekly reports on team performance, Manage and adhere to team rosters, Organise team building exercises, New staff trainings
Broadband Engineer
TPG Telecom
04.2003 - 06.2004
- Assist new customers in setting up DSL connections and basic networking solutions, over the phone and occasionally onsite., Provide second level support for DSL connection issues., Liaise with network link vendor - Telstra., Provide hardware support such as DSL modems, routers, filters etc.
Technical Support Officer
TPG Telecom
11.2001 - 04.2003
- Provide technical support for dial-up customers over the phone.
Education
Master of Data Analytics -
University of New South Wales
Bachelor of Science (Information Systems) -
The University of Sydney
Completed High School (Year 12) -
Killara High School
Primary School -
Lindfield East Public School
Skills
- Microsoft Power BI
- SQL Query Language
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Power Automate
- Tableau
- R
- Python
- Data Warehousing
- Data Modeling
- Technical Writing
- Defect Tracking
- Technical Analysis
Languages
English
Mandarin
Cantonese
Hobbies and Interests
- Formula 1
- Anything car related
- Netflix
- Pets
Timeline
Data Analyst, Service Level Management
Epsilon International
01.2016 - 12.2023
Incident Manager, Service Level Management
Epsilon International
01.2016 - 12.2023
Team Leader, Platform Operations
Epsilon International
08.2011 - 01.2016
Team Leader, Technical Support Team
Epsilon International
03.2007 - 01.2009
Manager, Network Operations Centre
Netstar Networks
07.2006 - 02.2007
Team Leader, Broadband Engineering
TPG Telecom
06.2004 - 07.2006
Broadband Engineer
TPG Telecom
04.2003 - 06.2004
Technical Support Officer
TPG Telecom
11.2001 - 04.2003
Master of Data Analytics -
University of New South Wales
Bachelor of Science (Information Systems) -
The University of Sydney
Completed High School (Year 12) -
Killara High School
Primary School -
Lindfield East Public School
Similar Profiles
Jason KwokJason Kwok
Vice President of Recruitment at Phi Delta Epsilon International Medical FraternityVice President of Recruitment at Phi Delta Epsilon International Medical Fraternity
William ChenWilliam Chen
Treasurer / Social Chair at Lambda Phi Epsilon International FraternityTreasurer / Social Chair at Lambda Phi Epsilon International Fraternity
Vincent LaurienzoVincent Laurienzo
Vice President of Internal Affairs at Delta Kappa Epsilon International FraternityVice President of Internal Affairs at Delta Kappa Epsilon International Fraternity
Luke BilobrkLuke Bilobrk
Client Advisor at PradaClient Advisor at Prada
Ralph FontanosRalph Fontanos
Kitchen Hand at Craigcare GroupKitchen Hand at Craigcare Group