Jason Chow

Technical Lead for the 'Finance, Procurement, and Information Management' business unit, involving the ServiceNow platform, the Microsoft 365 suite, including SharePoint, Exchange Online, Enterprise Applications, and Azure AD.

Customise, develop, and maintain the FPIM ServiceNow platform, including:

• Build and maintain service catalogs, catalog items, and service portals.
• Assist in family upgrades, including scheduling activities, creating and leading test activities, and assisting with skipped records.
• Build workflows and automation for approval processes and repetitive activities.
• Customise the ITSM and Customer Service modules to adapt to business changes, including modifying record producers and fields, implementing client scripts, business rules, UI policies, ACLs, and email scripts.
• Compile development update sets, and lead the deployment process through the environment lifecycle.
• Lead weekly CAB reviews to discuss known defects, business improvements, and customer enhancements.

Provide technical guidance, mentorship, and collaboration to enhance development practices, ensure compliance, and drive efficient solutions:

• Mentoring the Technology and Operations team on developing best practices and standards.
• Provide technical guidance on development projects, including the implementation of new technologies.
• Engage in collaboration sessions with stakeholders to develop technical solutions for complex issues.
• Ensure compliance with established processes, procedures, policies, guidelines, and standards.
• Design and lead user acceptance testing activities prior to deployment into production environments.

Achievements:

• Coached the helpdesk and service desks with ServiceNow System Administration Fundamentals including the ISTM and Customer Service modules, user administration and customisation.
• Successfully delivered migration projects over to the Te Whatu Ora tenancy including the National Desktop Migration, Azure Applications, Security Policies and Exchange mailboxes.
• Created standardised internal ServiceNow processes including a structured CAB review framework, change and release process for deployments and development tasks management.

In addition to System Administration duties:

• Apply technical skills to address specific project needs.
• Maintain and develop the FPIM ServiceNow platform.
• Supporting the Operations team in developing key technical skills in various applications, such as Microsoft Azure, SharePoint, and ServiceNow.
• Documenting and updating technical processes.

• Coordinate team activities and delegate tasks to ensure efficient completion of projects.
• Conduct regular performance reviews to assess individual team member progress.
• Hold daily staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Maintain a positive work environment that promotes collaboration between team members.

• Configured and maintained system hardware, software, and network components related to the FPIM platform.
• Monitor system performance to ensure optimal operations, and identify potential issues.
• Create user accounts and manage access rights for users.
• Troubleshoot application errors and provide technical support to end users.

• Company Overview: Vodafone Service Assurance is a combination of people from various technical sectors.
• Incident Management & Service Delivery
• Ticket based support with complex faults for Business/Enterprise, Mobile & Consumer grade products
• Provide assistance with creating/modifying and revoking user access of various tools on many platforms
• Provide hands-on/remote assistance with tools
• Identifying technical process gaps, flagging them to key members and communicating with front line staff to ensure knowledge articles and training are up to standard
• Regular meetings with technology and process development teams to provide insights & feedback to ensure Customer Care are equipped and up to speed with new processes and technical learnings

• Responsible for the daily operation of team members within the Technical Fixed Support space
• This includes administration tasks, support/training, assisting with career growth and wellbeing of individuals etc
• Ongoing training including technical training, call etiquette
• One on one meetings with individuals
• Developing skillsets and career growth

• Provide complex technical support for front of house staff and customers
• This role included process improvement work and assistance with agent training to better support our customers and processes
• Manage complex fault incidents from front of house staff
• Resolve incidents within the SLA and liaising with other teams to resolve incidents if required
• Process improvement – Assisting process development staff with technical troubleshooting to ensure training/documentation is up to date

Achievements:

• Went to the Philippines to train the offshore support teams on Tier 1 technical support knowledge to better serve our customers to ultimately gain the skills to troubleshoot with our customers and achieve better first call resolution

• Provide Technical support of Fixed Line & Broadband products which also included billing and provisioning tasks
• Phone based Technical Support
• Assisting customers with billing queries
• Raising fault incidents and follow up with customers
• Provided floor support for other agents

Company Overview: Motorcycle Parts Wholesale (Full time Telephone Sales Assistant & Distribution Assistant)

• Sales and Customer Service.
• Full time sales duties consist of answering phone calls which include customer orders & enquiries, to on-sale where possible & to inform customers of new stock which they may be interested in
• Maintenance of company website
• Liaising with staff members to create a better working environment not only for ourselves, but for the sales environment too, to drive sales in different ways
• Creating spread sheets to inform management about stock errors such as stock levels and other warehouse related problems