Kyaw Lwin Phyo

Service Delivery Engineer @Netlogix

Auckland, NZ

Triaging to identify and prioritize incidents, problems, or changes.• Providing advice, feedback, workarounds, and resolutions.• Escalating issues to third-party or level support as appropriate.• Highlighting problems for further investigation and participating as required.• Actioning simple or small changes.• Working with third parties and managing communication for allocated incidents.• Ensuring adherence to SLAs both internally and externally.• Deeply involved in service support and problem-solving.• Influence customer experience and provide a high level of customer service.• Help the team build maturity in service management processes.• Support the Service Desk capability.• Investigate and resolve customer issues and problems.• Utilize SQL skills and Windows server management.• Actively contribute to supporting both internal and external customers.• Help improve service pain points and customer experience.• Contribute towards establishing in-house services that support customer and business needs.• Participate in planning and measuring service effectiveness metrics.• Support the Head of IT, cybersecurity, and service desk in guiding, inputting, and maintaining operational methods, procedures, and processes.• Participate in leadership and feedback activities such as Individual Quarterly Reviews and personal development.• Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained.

National University of Singapore

Master of Technology, Computer Software Engineering

University of Computer Studies, Yangon

Bachelor's degree, Computer Technology