YUHAO CHENG

• Support Virgin Active clubs in Australia, Singapore and Thailand with first level technical support for end users experiencing application-related issues.

• Collaborate with cross functional teams, including developers, system administrators and business stakeholders to diagnose and resolve complex technical problems.

• Monitor the performance and availability of applications, promptly identifying and addressing potential issues to ensure uninterrupted service.

• Manage and prioritise support requests through a ticketing system, ensuring accurate documentation and timely resolution.

• Assist in the implementation of application updates, patches, and enhancements, ensuring minimal disruption to users while maximizing system performance. Contribute to the creation and maintenance of support documentation, user guides, and knowledge base articles to empower users and streamline support processes.

• Collaborate with the IT team to identify opportunities for process improvement, automation, and efficiency gains in application support and management.

• Participate in on-call rotations to provide after-hours support when necessary.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• SQL management according to loans, settlements and user management by using SSMS.
• Report generation with SQL requested by different users.
• IT Documentation writing.
• Applications(Phoenix and Tango) support and troubleshooting.
• Communicating with other parties (service providers, internal IT team, IT team from Head Office, etc) for troubleshooting, root cause analysis, etc.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Collaborated with internal partners to effectively resolve user Phoenix and Tango issues.
• Office relocation project on both hardwares and software.

• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
• Provide a high level of Customer Service and Technical Support to customers in relation to all proactive and reactive incidents over the phone or via email through ServiceNow and Autotask
• Perform as the first contact to troubleshoot and implement known fixes to resolve the incidents
• Ensure the escalation of service requests and incidents to level 2 and 3 are qualified and contain sufficient, relevant information
• Perform daily ticket maintenance and continually tracking requests to determine next actions for visibility Manage equipment/profiles for new users and retire old technology internally or externally
• Creating and maintain support process instructions and support documentation Fast-pace environment to meet Service Level Agreement (SLA) guidelines