Sr. System Support Analyst – How I became a Knowledge Management & a Problem-Solving Expert

I worked as part of a world-class helpdesk team for 5 years and was promoted to being the Team Lead. Our team’s SLA went from an average of 3 seconds to 0 seconds when the entire team switched to auto-answer. I updated the shared knowledgebase as a tool to guide other analysts and help them resolve 90% of reported technical issues. I was training the trainers by creating instructional content and became an expert in knowledge management. I learned to ask the right questions to get to the root of the problem and learned to have the patience to walk the users through troubleshooting steps. This is how I became really good at problem-solving.

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5 Helpdesk Teams of 70+ System Support Analysts

from 5 cities met weekly via video conferencing

The SF team joined

the weekly video conference with the larger team at the infamous TransAmerica building in San Francisco.

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I became a

knowledgebase expert from my experience of creating instructional content to update our shared knowledgebase. It was the most effective tool for training all analysts.

This knowledgebase was

shared by all analysts of 5 helpdesk teams.

The overflowing calls

were being routed to other helpdesks to assist with the call volume.

As 1st Level Support Analysts,

we relied on the info provided in the knowledgebase to resolve 90% of reported technical issues.

I was a team lead

of the SF Helpdesk team. Our SLA of 3 seconds became 0 seconds after switching to auto-answer.

Started with only NY & SF

Helpdesk teams, more teams joined us as the bank merged assisting only internal users.

Following the protocol

inside the knowledgebase, analysts knew exactly how to proceed and escalated the ticket to the right IT group for handling high severity level issues.

Responded via

email for non-urgent requests.

Resolved technical

issues with remote control.

Most of the time

we resolve issues by asking questions, analyze the issue, and walking the user through troubleshooting steps.

Banks merged during

early to mid-2000, so did the technology. I was part of Differentiated Services, a group that specialized in change management with Six Sigma Methodology during this time period.

We also process

requests generated by users at the self-service portal.

I first got involved

with the knowledgebase after the CMS had an upgrade and my colleague who was in charge of Operations needed help migrating the content from the old CMS to the new one. I pitched in and helped with the migration.

Server migrations happened frequently

during this time, which was when call volume increased. 1st Level Support Analysts played a major role in supporting the affected users.

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(Left to right) We provided

support: Conference room, telecom, desktop, network, facilities/move, server issues

U

(left to right) W provided

support: Network drives, 200+ software, Outlook personal folder files, new requests, RSA token, Blackberry devices

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(left to right) We provided

support: Distribution lists, web proxy, software requests, teleconferencing, account issues, network printer connections

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-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Monday, November 29, 2004 6:25 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby:
A very nice recognition of your service and support from Miles Garnier. Keep up the good work!
J. Scott Cox
Managing Director, MTI Associate Support

-----Original Message-----
From: WONG, GEORGE Team Manager
Sent: Friday, November 26, 2004 11:39 AM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
Keep up the good work!
George

-----Original Message-----
From: Garnier, Miles A
Sent: Monday, November 22, 2004 5:22 AM
To: Cheung, Bobby; WONG, GEORGE
Cc: Cheung,Bobby
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 11/22/2004
Recognized By: Miles Garnier

Improved a customer/client/associate experience by:
Bobby Cheung is an excellent IT Support provider. Not only is he always helpful, but he is competent and very knowledgeable in troubleshooting IT problems I have encountered. He deserves full recognition for his dedication and outstanding customer service assistance.

1516516199361
Miles Garnier
San Francisco Bay Area
Bank of America
{

-----Original Message-----
From: SWONG
Sent: Friday, October 08, 2004 9:32 AM
To: Cheung, Bobby; Austin, Michael - Helpdesk Team Manager
CC: Cheung, Bobby; Austin, Michael - Helpdesk
Subject: FW: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 10/08/2004
Recognized By: Susan Wong

Improved a customer/client/associate experience by:
Bobby has demonstrated that he has Exceptional skills in his craft. I talked to 3 other techs. with much frustration before I thanked my lucky stars and got
Bobby. He was able to help me through the glitches of this recent migration with much ease. He not only knew EXACTLY what to do but did it with lighting speed! GREAT JOB BOBBY I ! !

Susan Wong
California
Bank of America
{

-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Tuesday, October 12, 2004 6:59 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby.
Again, great support effort! I certainly appreciate all your support during the MAS & migration efforts!

J. Scott Cox
Managing Director, MTI Associate Support

-----Original Message-----
From: WONG, GEORGE Team Manager
Sent' Monday, October 11, 2004 3:58 PM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
You've received a second Spirit recognition!
Two Days in a row, I think it may be one for record books.
Your skills at providing service above the customer's expectations are evident in this Spirit award recognition.
Great Job!
George

-----Original Message-----
From: Wong, Susan
Sent: Wednesday, October 13, 2004 8:20 AM
To: Cheung, Bobby; Wong, George
Subject: RE: Spirit Celebration Card Notification

THANK YOU BOBBY, as you know by the time we reach the help desk we are completely frustrated with little or no patience and you rose to the occasion just like a true professional!!!!!!!!!!!!!!!!!!!!!!
Much, much appreciated!!!!!!!!!!!!!

Have a great one,
Susan

-----Original Message-----
From: Cheung, Bobby
Sent: Monday, October 11, 2004 10:39 AM
To: Wong, Susan; Wong, George
Subject: Spirit Celebration Card Notification

Thank you, Susan. It was my pleasure to assist you that day.

Bobby Cheung

Susan Wong
California
Bank of America
{

-----Original Message-----
From: Austin, Michael Team Manager
Sent: Friday, June 11, 2004 7:51 AM
To: Cheung, Bobby; WONG, GEORGE
Subject: RE: Spirit Celebration Card Notification

Great work, Bobby - thank you! Makes my day to see this

------Original Message------
From: WONG, GEORGE New Team Manager
Sent: Friday, June 11, 2004 11:28 AM
Cc: [Distribution list of George's team]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
This is an example of excellent customer service skills and of understanding the Business Partner's environment. These skills are what set the MTI Help Desk above others. Thank you for quickly getting the problem resolved and for providing the extraordinary follow-up.
Your Spirit Celebration is well deserved.
George

------Original Message------
From: JESSIE.C.LONDON
Sent: Wednesday, June 09, 2004 6:17 AM
To: B.CHEUNG
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 06/09/2004
Recognized By: Jessica (Jessica) London

Improved a customer/client/associate experience by:
I contacted ECF-Helpdesk on 06/08/04 after Emailing application dw support with ECF loading problem. After speaking to Bobby, I forwarded the Email sent to application dw support and mentioned that the documents being loaded needed to be included in an Email for a pending closing. I requested his assistance in escalating the request to be resolved. Bobby responded with a ticket# and confirmed he understood the urgency. The problem was quickly resolved by 4:30PM. Bobby called back leaving a message confirming documents were in ECF and not receiving a response from me. He sent a follow-up email. By leaving the message and following up with an Email with attached history of when and how this resolved, I felt Bobby went above expect ion to make sure I was aware and could send the Email out for closing.
Thank You, Bobby!!

Jessica London
Bank of America
{

-----Original Message-----
From: Austin, Michael Team Manager
Sent: Thursday, July 31, 2003 4:12 PM
To: [Distribution List - System Support]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby, thank you for exceeding the expectations of this AMG client. He was very impressed with your determination to get his issues fixed.

-----Original Message-----
From: MINH.TRUONG
Sent: Thursday, July 31, 2003 3:45 AM
To: BCHEUNG; MAUSTIN
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 07/31/2003
Recognized By: Minh Truong

Improved a customer/client/associate experience by:
I would like to take this moment to personally thank Bobby Cheung who has Good Team spirit, details, and most important "Bobby Cares" and willing to listen and get to the bottom of the unsolved issues. Good job, Bobby. Thanks again for helping me.

1517587200891 (1)
Minh Truong
Seattle, Washington
Bank of America Investment - Merrill Lynch Investment

National Sojourners is a non-profit fraternal Masonic military society promoting Americanism and Patriotism through educational presentations and ceremonies. The organization provides Youth Education Programs,  scholarships to Freedom Foundation programs, sponsors annual scholarship Essay programs, and presents awards to College and High School ROTC students across the country. There are 164 active Chapters of National Sojourners across the country, plus more overseas. The National Sojourners has a long history that goes all the way back to its Origin, George Washington, a respected commander at the head of the Army. He was an honored guest in a Field Lodge. If you want to learn more about the Legacy of the American Military Mason, take a look at this deck.

dinner invitation

 

Even though this dinner event happened awhile ago, I still remember that evening vividly. Being invited as the guest of honor to this prestigious event was extraordinary. It was amazing to have a meal together with a room full of Master Masons, highly accomplished Commissioned Officers and Warrant Officers, past and present of the Uniformed Services of the United States. This dinner event was held at the Presidio's Officer Club. I attended a number of important events that took place in the Presidio during that period of my life before it turned into a National Park. This was one of them.

I was and still am humbled by the opportunity and the experience of being a Brigade Commander that year. As the top officer leading and managing the operations of a district-wide leadership training program. The U.S Army is one of the respectable leadership development institutions in the country. That year, two mentors from the Army of Instructions were coaching me and I had 10 of the brightest officers on my staff. We organized and hosted many district-wide events consecutively for our 2000+ members across eight campuses, which included a week-long training at Camp Park in Dublin.

The granted opportunity of having that C-level executive leadership experience was as rare as the shiny medal that I received that evening. The journey of getting there was triumphant. It took more than just doing hard work to be the best of the best amongst a pool of other outstanding leaders. Little did I know that spending that evening having dinner with Master Masons was a preview into my career in Operations working with the amazing leaders and top talents in the industry.

What a way to kick start my career! Thank you, National Sojourners, Inc. Golden Gate Chapter No. 18, for your support and recognition.