John Tang
Summary
Accomplished Customer Success Manager with a proven track record at NCS Pte Ltd, enhancing operational efficiency and client relations. Excelled in strategic planning and technical support, significantly increasing customer loyalty. Skilled in staff mentoring and crisis management, demonstrating exceptional problem-solving abilities and leadership.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
NCS Pte Ltd
11.2023 - Current
- Managed IT Services for 30 MOE Schools and 60 Desktop Engineers
- Conduct performance reviews and provide coaching
- Ensure all SLA were met
- Organized and managed (including budgeting) our Quarterly training session for our Desktop Engineers, ensuring their skill development
- Ensure client satisfaction by working with operational teams for proper resolution of service issues
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Service Delivery Team Lead
KPMG Services Pte Ltd
09.2022 - 10.2023
- Provided training for new staff
- Documented troubleshooting steps
- Planning of manpower
- Ensure SLA is met for every incident
- Handle incident escalation from other Engineers
- Restructured the operating model to ensure a smoother operation
Engineer
KPMG Services Pte Ltd
02.2022 - 10.2023
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Provided desktop support to about 3,500 local staff via an online ticketing system (ServiceNow)
- Provided remote support for staff working from home via ConnectWise
- Coordinated tech refresh
- Set up a dashboard to alert the team if a VIP user logs a ticket
- Worked with “Global team” for incident escalation
Desktop Engineer
Adventus Singapore Pte Ltd
02.2021 - 02.2022
- Provided desktop support to about 150 local staff via an online ticketing system (ZOHO Service desk+)
- Provided remote support for staff working from home using ZOHO Desktop Central
- Managed company’s Active Directory
- Prepare for new on-boarding staff
- Setting up a feature in ZOHO Desktop Central to perform reimaging via LAN
- Maintaining and updating of image monthly
- Monitoring anti-virus dashboard for notification/alerts
- Managed Company’s obsolete assets
Associate Systems Engineer
CrimsonLogic Pte Ltd
09.2017 - 01.2019
- Provided desktop support to about 400 local staff and a few overseas staff via an in-house online ticketing system
- Managed company’s Active Directory, DHCP and IP address allocation for projects that need a fixed IP
- Prepare for new on-boarding staff
- Creating and maintaining versions of laptop/desktop image for quick setup after reformatting
- Managed Office 365 Admin Center
- Monitoring anti-virus dashboard for notification/alerts so that immediate action can be taken
- Managed company’s obsolete asset
- Company’s Leasing Asset (Budgeting and report)
- Led a team to create a system that can streamline the process of managing our leasing asset
- Coaching and guiding new interns in the department
Education
Bachelor of Science - Information And Business (ERP)
Singapore University of Social Science
Singapore12-2026
High School Diploma -
Republic Polytechnic
Singapore06-2018
Skills
- Strategic Planning
- Client Relations
- Training programs
- Customer Relationship Building
- Staff mentoring & leadership
- Budgeting
- Operational Efficiency
- Problem-solving abilities
- Crisis Management
- Technical Support
- Asset Management
- Patch management
Accomplishments
asd
Certification
itil
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Customer Success Manager
NCS Pte Ltd
11.2023 - Current
Service Delivery Team Lead
KPMG Services Pte Ltd
09.2022 - 10.2023
Engineer
KPMG Services Pte Ltd
02.2022 - 10.2023
Desktop Engineer
Adventus Singapore Pte Ltd
02.2021 - 02.2022
Associate Systems Engineer
CrimsonLogic Pte Ltd
09.2017 - 01.2019
itil
Bachelor of Science - Information And Business (ERP)
Singapore University of Social Science
High School Diploma -
Republic Polytechnic
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