Chong Beng (Anthony) Chua
Singapore
Summary
Forward-thinking Senior Manager adept at managing teams of 9 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Versatile Senior Manager specializing in Customer Support and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Senior Manager, Enterprise Technical Support
BlackBerry Singapore Pte Ltd
08.2011 - Current
- Responsible for providing tier 3 technical support services to strategic customers; leading a team of highly technical support analysts, relationship/escalation management, and leadership disciplines
- Provide day-to-day management for direct reports
- Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals
- Key partner to product management and development teams, collaborating with engineering to resolve core product issues
- Partner with Sales teams for any POC opportunity
- Build, implement and improve internal reporting, and other processes to optimize team productivity
- Shared responsibility for occasional weekend day duties as part of a schedule with the other global Managers
- Serve as the top-line critical issue point for high-priority support cases including overall triage and management
- Report and case management updates to VPs, Director, Customer Success Manager, and account teams
- Coordinate appropriate resources to achieve issue resolution for our larger accounts
- Strategic Projects.
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Developed proposals and presentations for internal and external audiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Evaluated hiring, firing, and promotions requests.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Recommended and implemented successful strategies to maximize revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Produced staffing matrix to provide adequate coverage of department.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
Technical Support Operations Manager
BlackBerry Singapore Pte Ltd
08.2016 - 06.2022
- Responsible for providing tier 3 technical support services to strategic customers; leading a team of highly technical support analysts, relationship/escalation management, and leadership disciplines
- Responsibilities include daily team administration, ensuring SLAs are met, conducting and documenting monthly 1-2-1 with direct reports, conducting annual performance reviews, coaching and mentoring direct reports, attending weekly global Manager and Leader strategy meetings, reviewing processes to ensure efficient working practices, customer visits, escalation management, budgetary management, recruitment, developing and maintaining relationships with internal and external partners, working with the NOC to review performance & capacity monitoring & planning tools/methods, and providing business reports for Directors & VPs.
- Investigated Trending issues to determine causes and develop solutions.
- Produced reports outlining Performance metrics.
- Provided Sales POC support.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Technical Support Engineer
EMC Singapore Pte Ltd
10.2011 - 08.2016
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Gathered trend data from customer calls and interactions.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
Team Lead, Premier Support
Research In Motion Singapore Pte Limited (BlackBerry)
03.2009 - 08.2011
- Strong team player with proven coaching and mentoring abilities
- Responsibilities include driving success of the Premier Support team through leadership and day-to-day logistical activities, involvement in professional development, team operational elements, process definition and management, team projects, recruitment, and annual performance appraisals
- Demonstrated ability to deal with ambiguity and uncertainty, experience working in a global environment, ability to manage expectations and critical escalations, demonstrated professionalism, diplomacy, and leadership, a track record of autonomy, ownership, and execution, exceptional customer service skills with a strong focus on customer satisfaction, strong technical aptitude, and communication skills.
Intermediate Analyst, DART
Research In Motion Singapore Pte Limited (BlackBerry)
08.2006 - 03.2009
- Providing tier 3 support to RIM's Premier Enterprise customers on BlackBerry supported platforms (Microsoft Exchange, Lotus Domino, or Novell GroupWise)
- Had direct training in RIM campus (Canada, Waterloo)
- Researching and authoring technical articles for submission to the Technical Knowledge Centre
- Providing advice & council to peers on an as-needed basis, when they require our input to advance the diagnosis of technical issues
- Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software and infrastructure and its inter-dependencies
- Assisting the team in the design of both a diagnostic strategy, and a mitigation plan to provide interim relief
- Providing World-class customer support and instilling customer confidence when resolution is unknown
- Traveling to a customer's site to investigate critical events and extend strong relationship with the customer
- Playing a key role in beta programs, providing input on feature specs, supportability and quality
- Determine root cause of the incident by analyzing the Server log
- Provide resolution to customer on BlackBerry Handhelds, BlackBerry Server, BlackBerry Network issue
- Advise/Guide customer on setting up BlackBerry Enterprise Server in their Environment
- Collecting, updating, and maintaining customer troubleshooting tickets and resolution information
- Resolve technical issues relating to the BlackBerry through a process of troubleshooting, fact-finding, researching, testing by Phone and/or e-mail
- Working with development/product management to continually improve the BlackBerry product
- Support RIM's customers through e-mail and phone communication.
System Engineer (Lotus Notes Administrator) for BASF Asia Pacific
Getronics Solution (S) Pte Ltd
11.2005 - 08.2006
- Responsible for BASF Domino Servers over Asia Pacific
- Responsible for Server patching and upgrading
- Team Lead to the Lotus Notes Team
- Assistance Team Lead to Whole Server Team
- Involving in Backup processes and procedures
- Coordinate with Onsite or Vendors for upgrade/repair of Server Hardware
- Work in a remote support environment (Server using remote access)
- Involve in transition activities on all BASF Servers
- 2nd Level support for Service Desk
- Generate Domino Statistic for Manager on server availability
- Responsible for Server Inventory Collection (BASF Asia-Pac Servers)
- To ensure replication server to server is working properly, troubleshooting replication issue (create new replica and resolving replication conflict)
- Monitor mail routing is working smoothly
- Troubleshooting mail routing problem on server if needed
- Install security patches to Domino Server
- Perform server upgrade from Domino 5 to Domino 6
- Provide 2nd level support to end user on Lotus Notes problem via netmeeting to determine the cause of the problem
- Provide documentation to helpdesk for solving Lotus Notes Client issue
- Backup for dominos (Arcserve, Veritas)
- Restore backup for user mail file.
System Engineer (Notes Administrator) for CPF
Fujitsu Asia Pte Ltd
05.2005 - 11.2005
- Supporting Government sector on their Notes and Wintel Servers
- Upgrading of Domino Server from R5 to R6
- Main Lotus Notes Administrator supporting CPF Account
- Maintain server availability 24X7
- Installing of GEMS for VPs
- Implement Clustering on CPF Servers
- Implement Server monitoring tools for all Notes Servers
- Responsible for Lotus Notes Backup And restore
- 2nd level support to Helpdesk
- Involve in projects from CPF, including new Servers Implementation and testing
- Coordinate with vendors for Hardware replacement
- Working as a 1st level support on Lotus Notes Client
- Rollout new Laptop to VIP users including migrating Notes Client from R5 to R6
- Involve in User migration in Notes and PC movement
- Involvement in New system testing (Notes Portion).
Lotus Notes Administrator
T-Systems Singapore Pte Ltd
08.2001 - 05.2005
- Support regional Lotus Notes problem inclusive Singapore, Hong Kong, Indonesia, China, Korea, Malaysia and India
- Upgrade of Notes Client from R5 to R6
- Upgrade of Notes client from Ver4.6 to Ver5.08
- Troubleshooting notes problem
- Servers Data Migrations to New hardware
- Sametime registration and maintenance
- AIX 4.3 Server Tuning & maintenance
- Maintenance of Domino R5 Mail server
- Coordinate with other country administrator on their needs/problem
- Knowledgeable on Notes client problem
- Problem solving on database corruption
- Database backup on Lotus Notes
- Using the Tivoli backup monitoring to monitor backup Processes
- On 24 hrs standby to support regional
- Setting up of the Lotus Notes environment for new user
- Guide new users on familiarize Notes Environment
- Restore Mail File (Database)
- Coordinate with vendors to upgrade hardware/software
- With the help of 3rd party software, configure the server thru the network on other location (e.g
- Germany, Hong Kong, China etc.)
- Working with the helpdesk team and to guide them in problem solving.
Customer IT Support Specialist
Opus IT Support Pte Ltd (IBM)
01.2000 - 01.2001
- Provided technical support to over 2500 desktop and notebook users in over 5 different locations in Singapore
- Computer notebook and desktop maintenance, mainly on software and hardware
- Installations of software on desktop and notebooks
- Remote dial up connections for mobile users
- Troubleshoot software and hardware problems to determine source of problem and solution
- Guide users on the use of hardware equipment
- Allocation of notebooks and desktops for new employee and overseas user's usage
- Setup IT equipment for meetings or other purposes
- Liaise with vendors in servicing the IT equipment
- E.g
- Dell, Hp
- Setup computers to be connected to network (LAN) or as a standalone
- Support of other computer peripherals such as LAN / local printers, scanners and PDAs, CD-writer
- LAN Patching
- Provide orientation and training to all newly joined onsite engineers and Help Desk
- Documentation of all training materials
- Manage day to day resources of manpower to make sure that all sites locations have adequate manpower
- CSRs with proper skill for troubleshooting
- Support Lotus Notes Migration
- Laptop and Desktop configurations
- Cytrix terminal server client
- Attachment Extras Sessions (Main Frame Applications).
Education
Certified Lotus Professional (CLP), Lotus Notes Domino Administration, Lotus Notes Client Support -
Comet Computer School
NCC Diploma in Computer Studies, Diploma in Computer Management, Java Programming -
Informatics Computer School
01.2000
5 'O' Level passes, 6 'N' Level passes -
Toh Tuck Sec School
01.1990
Skills
- Component Replacements
- Customer Issue De-Escalation
- Technical Support Coordination
- Escalation Management
- Customer Support
- User Experience
- Staff Training
- Engineering Team Support
- Operations Management
- Performance Tracking and Evaluations
- Scheduling and Coordinating
- Employee Coaching and Mentoring
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Intermediate (B1)
Timeline
Technical Support Operations Manager
BlackBerry Singapore Pte Ltd
08.2016 - 06.2022
Technical Support Engineer
EMC Singapore Pte Ltd
10.2011 - 08.2016
Senior Manager, Enterprise Technical Support
BlackBerry Singapore Pte Ltd
08.2011 - Current
Team Lead, Premier Support
Research In Motion Singapore Pte Limited (BlackBerry)
03.2009 - 08.2011
Intermediate Analyst, DART
Research In Motion Singapore Pte Limited (BlackBerry)
08.2006 - 03.2009
System Engineer (Lotus Notes Administrator) for BASF Asia Pacific
Getronics Solution (S) Pte Ltd
11.2005 - 08.2006
System Engineer (Notes Administrator) for CPF
Fujitsu Asia Pte Ltd
05.2005 - 11.2005
Lotus Notes Administrator
T-Systems Singapore Pte Ltd
08.2001 - 05.2005
Customer IT Support Specialist
Opus IT Support Pte Ltd (IBM)
01.2000 - 01.2001
Certified Lotus Professional (CLP), Lotus Notes Domino Administration, Lotus Notes Client Support -
Comet Computer School
NCC Diploma in Computer Studies, Diploma in Computer Management, Java Programming -
Informatics Computer School
5 'O' Level passes, 6 'N' Level passes -
Toh Tuck Sec School
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