Thomas Chun Wai Yeung
Principal Support Specialist
Central
Summary
Adept in customer relationship management and application support, I significantly enhanced customer satisfaction and system performance at PricewaterhouseCoopers. Leveraging remote support and ticket management skills, I championed feedback initiatives that spurred product improvements, demonstrating a commitment to results and a knack for resolving complex technical issues with a strategic approach.
Overview
23
23
years of professional experience
29
29
years of post-secondary education
Work History
Principal Support Specialist
PricewaterhouseCoopers
06.2011 - Current
- VIP Support (CEO & Management board members)
- Partner's Account Manager (Over 50 Partners)
- VC setup and standby support
- Mobility device administrator
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently
- Streamlined support procedures for quicker response times, resulting in higher client retention rates
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients
- Collaborated with cross-functional teams to develop and implement effective support strategies
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records
- Reduced downtime for clients by proactively identifying potential system vulnerabilities and implementing corrective measures
- Monitored systems in operation and quickly troubleshot errors
- Boosted customer confidence in company products through consistent provision of accurate information during interactions
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Championed customer feedback initiatives that informed product improvements and feature enhancements over time
Desktop Support Engineer
Gammon Construction
09.2008 - 05.2011
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
Junior Desktop Support Engineer
Pure International
02.2005 - 06.2008
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to maintain system integrity.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
Administrative Officer
Blue Asia Travel
09.2001 - 12.2004
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Improved communication within the organization through regular updates on policies, procedures, and key events.
Education
Associate of Arts - Economics
University of West of England
UK 09.1998 - 01.2001
High School Diploma -
Soundwell Colleage
UK 01.1998 - 07.2024
Skills
Customer Relationship Management
Remote Support
Ticket management
Application support
Languages
Cantonese
Native language
mandarian
Upper intermediate
B2
English
Advanced
C1
Interests
Basketball
Sports
play and watch basketball
play and watch foolball
Timeline
Principal Support Specialist
PricewaterhouseCoopers
06.2011 - Current
Desktop Support Engineer
Gammon Construction
09.2008 - 05.2011
Junior Desktop Support Engineer
Pure International
02.2005 - 06.2008
Administrative Officer
Blue Asia Travel
09.2001 - 12.2004
Associate of Arts - Economics
University of West of England
09.1998 - 01.2001
High School Diploma -
Soundwell Colleage
01.1998 - 07.2024
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