Taipei, Taipei City, Taiwan
As an IT Service Desk Analyst at Bristol Myers Squibb, I provide technical support, troubleshooting, and solutions to over 2,000 users, ensuring their IT-related and application issues are resolved efficiently and effectively. I consistently meet call handling goals by closing calls with 80% first call resolution ratio, and I proactively created a Chrome extension for the ticketing system to improve efficiency and user satisfaction. I have a Master's degree from the University of Melbourne and a certification in Business Process Associate. I also have in-depth knowledge and experience in Salesforce implementation and administration, having worked with standard and custom objects, preparing solution approach documents, and securing high-value accounts through consultative selling and customer solutions. I am skilled in aligning end-user needs with long-term resolutions to complex IT challenges, and I am motivated by learning new technologies and enhancing my skills.
- Proactively create Chrome extension for ticketing system to improve efficiency. - Conduct troubleshooting to resolve IT-related and application issues for 2,000+ users. - Consistently meet call handling goals by closing calls with 80% first call resolution ratio. - Preparing solution approach documents to make the customer better understanding. - Worked with Salesforce standard and custom objects.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities. - Boosted sales numbers with proactive account servicing and diligent relationship- building. - Organising the storage of sticks and keeping track of supplies.
- Enhanced operational efficiency by using slow period to restock employee and customer supplies. - Greeted and maintained relationships with regular customers. - Availability to work as a team and hitting target turnover.