Steven Loi

• Upgraded hardware and software regularly for optimised systems performance.
• Installed new technologies without disrupting workflow.
• Maintained system security through regular testing and servicing.
• Managed technology resources within department budgets.
• Managed IT teams to continually meet service user needs.
• Owned digital security and data protection measures to maintain robust infrastructure compliant to industry regulations - IT Audits
• Negotiated cost-efficient prices with vendors for new systems and services.
• Supported the IT Director with financial planning, forecasting and auditing to improve budget management.
• Using Workday to Manage Staff absence and 1to1 process with the PMP framework

• Stock Management of Hardware Peripheral
• Imaging Laptops for use due to COVID-19 ( SCCM )
• Undertaking research Project to find a 3PL company for distribution and storage of SAI Global stock to global destinations.
• Daily Management of Staff and job allocation ( Late, Sickness, Disciplinary )
• C-Level Engagement (Working with Global Director of Corporate IT)

• Track and monitor requests (via a ticketing system) to ensure a timely resolution alongside conducting follow-up activity to ensure customer satisfaction

• Distinguish between application and system problems (database, SQL server, Pentaho ETL / OLAP Cube, etc...)

• Support application end users via live demonstrations, conference/telephone calls or online conferencing

• Escalate complex issues both internally and externally (where appropriate)

• Troubleshoot product problems and provide suggested solutions directly or perform triage to determine the nature of the issues

• Develop and maintain a detailed knowledge base of application issues and resolution

• Support application testing prior to a new release or immediately following an after-hours deployment

• C-Level Engagement (Working with Vice-President of Risk Strategy)

• Providing Metrics for the region for the Risk software supported

• Risk Products Supported were Resilience One, EHS, Compliance 360 and DM 360

• Develop and maintain an up-to-date knowledge of the SIMS software and related processes through attendance at training sessions and individual investigation.

• Sharing the knowledge with respective teams and working closely with the Team Leader to highlight areas of training and knowledge requirement.

• Maintain, update and review the Knowledge database, including improving and retiring current articles to ensure accurate and relevant information is provided to Customers

• Maintain an up-to-date knowledge of issues relevant to the implementation of the SIMS school’s software to assist in achieving a consistently high standard of customer support.

• Contributing towards the knowledge of colleagues on the Service Desk. Receive, log and process enquiries from customers to achieve improved software usage and enhanced management information in schools.

• Receiving, processing and testing customers' data on escalated incidents for investigation or correction in order to achieve effective and efficient use of the software.

• Follow agreed procedures and working practices relating to the Service Desk. Processing error reports and development requests to assist the Production Teams in achieving an improved range of software.

• Work closely with the Team Leaders and Problem Manager to produce reports on required statistics such as the Known Issues spreadsheet.

• Progress and maintain case activity logs for cases escalated to the Knowledge Expert SIMS Service desk.

• Managing the Technical Team daily (Late, Sickness, Disciplinary)

• Ensuring the Team of 7 members adhered to ITIL principles and hit SLA’s

• A point of contact for team members regarding processes and procedures to follow on the SIMS Service Desk.

• Pick up trends occurring and make this information available to the Problem Manager

• Encourage team members to share knowledge via meetings attended and Knowledge Based Articles (KBA's)

• Holding regular Quarterly Reviews and 1-to-1's to assess team performance.

• Monitoring of Team Goals

• Arranging training for team members.

• Providing feedback to the Service Desk Manager to improve processes and procedures.

• Liaising with development teams to provide information on technical issues being experienced by customers usage of the software - Agile Scrum.