Ing. Yok Sujo

Leading EMEA's GHD center, providing world-class front-line technical support to all colleagues. Managing the team’s staffing, performance and development (~75 people). Coaching and Mentoring 11 direct reports, including Team Leaders, Coaches, and the Operations Team Professionals. Managing local and global assignments and projects, reviewing collaboration processes and redesigning services with global reach and stakeholders. Senior point of contact for customer escalations, incident and problem management

Managing the performance and development of 13 professionals who provide timely and final solutions to any hardware and/or software issues of the supported colleagues’ devices. Managing the team’s operations (recruitment, shift and vacation assignments). Coordinating pilots, SW testing, knowledge creation, feedback to development teams and product owners, and event support activities. Problem Management activities and collaboration with the frontline team, vendors and developers.

Liaison for 1st, 2nd and 3rd level support teams. Project Management for new software, software upgrades and patches deployment focused on reducing end-user impact. Performing processes reviews and improvements for several technical and logistics support groups (e.g. break-service, quick-ship service) Problem and Incident Management. Software and hardware beta and pilot testing.

Member of the global 2nd level Workstation Support team, providing a final solution to either software (e.g. Windows, Lotus Notes, VPN, MS Office, etc.) or hardware issues (e.g. printers, 3G cards, switches, network cards, etc.) for all firm colleagues regardless of their location. Performed problem management activities (e.g. root cause analysis) with vendors and developers.

In charge of: - Administration the VoIP telephony system (Avaya PBX) - Maintenance and administration of the local Lotus Notes email system and database design - Administration and backup of the local files servers and print servers - Wi-Fi network implementation - Altiris Deployment Solution troubleshooting - Acting as Local IT providing IT support to walk-in colleagues - Training and mentoring new colleagues