Built and maintained strong relationships with key clients, ensuring satisfaction and long-term retention. Acted as the primary point of contact, addressing client needs and resolving issues efficiently. Identified opportunities for account growth and developed strategies to maximize revenue. Collaborated with sales and marketing teams to implement account-specific initiatives. Developed and executed strategic account plans to meet revenue and retention targets. Negotiated contracts and managed renewals to ensure continued business success. Worked with internal teams to deliver solutions aligned with client objectives. Monitored account performance, analyzed market trends, and provided data-driven insights. Prepared reports on client feedback, performance, and areas for improvement.

Promoted to manage high-end clients with premium warranties, ensuring top-tier technical support, with a focus on ensuring compliance with Lenovo's service-level agreements (SLAs). Oversaw education accounts, providing specialized care and attention to meet the unique needs of educational institutions. Developed solutions tailored to Lenovo's education clients, ensuring both software and hardware were aligned with institutional goals. Handled complex and escalated cases, delivering swift and effective resolutions while adhering to Lenovo's diagnostic protocols and leveraging internal knowledge bases for efficient troubleshooting. Maintained strong relationships with clients by providing tailored support, utilizing Lenovo’s technical tools, and offering proactive communication through regular follow-ups and customer satisfaction feedback loops. Collaborated with cross-functional teams to address client feedback and drive product improvements, working closely with Lenovo’s QA team and L2 teams to ensure seamless integration of feedback.

Led a technical support team part-time, acting as the lead in the absence of the official lead. Scheduled tasks for team members, ensuring efficient handling of support requests and managing the overall queue. Documented support interactions, solutions, and resolutions meticulously in a ticketing system to maintain clarity and consistency in case management. Collaborated with cross-functional teams to enhance product quality and customer satisfaction. Advocated for customer needs by providing critical feedback to product development and quality assurance teams. Monitored customer satisfaction metrics and proactively identified opportunities for improvement. Provided advanced technical support to customers, particularly for escalated and complicated cases.

Assisted senior engineers in designing, programming, and testing control systems for industrial processes. Performed calibration and routine maintenance of instrumentation, ensuring accurate and reliable measurements. Participated in troubleshooting and diagnosing control system issues, contributing to timely resolutions. Collaborated with the team to optimize process efficiency and reduce downtime by fully automating systems. Developed and implemented PLC programming to enhance system automation and performance.

Resolved employees' inquiries promptly, ensuring a high level of satisfaction. Installed, configured, and maintained operating systems, applications, and hardware, including installing new hardware into office stations. Handled technical problems that employees encountered and provided solutions quickly. Updated software on new desktops and laptops using LAN, ensuring systems were set up correctly. Worked in the IT room managing access and ensuring smooth operations. Assisted in converting processes into flowcharts, making it easier for new employees to integrate. Contributed to a major project involving the migration from a foreign cloud to a local cloud server. Assisted the APAC manager with additional tasks as required. Developed and maintained IT process documentation to ensure consistency and clarity in operation.