Yuki Iwamoto

• Start the Technical Support Team from scratch.
• Handling 40 cases per month.
• Provided remote assistance to clients, ensuring timely resolution of software concerns.
• Documented faults and bugs for referral to development staff for use in updates.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

• Member, Client Support Team at Japanese Life Insurance Company(July 2020-October 2020)

Contents-

-Security Patch and application delivery service.

Achievements:

• Operation and management of Active Directory in a large-scale infrastructure environment(approx. 5,000 terminals)
• Conducted security patch distribution to Windows terminals.
• In the course of the work, I experienced the creation of work procedures, prior reviews, and reappraiser checks. I also improved my awareness of work quality by creating procedure manuals that prevent ambiguous expressions and manual input, to prevent work errors.
• The participants improved their awareness of work quality by creating procedures that prevent ambiguous expressions and manual input to prevent work errors.
• Team Lead, tech, and customer support team at European Pharmaceutical Company
  (November 2020-present)

Contents

-User support (secondary) in the development IT department.

-File server operation and management (capacity check, access rights setting)

-Creation and updating of SharePoint sites for users

-Creation of Active Directory users/groups, addition, and modification of members

-On-site support (PCs, printers)

-On-site support (PCs, printers) ・Application support for use of business applications

Achievements:

• Achieved 100% of the Resolution rate by the deadline for user requests.
• The company had not yet prepared a procedure manual for many of the tasks that had become mundane. The team members were given a written work procedure and were given the task of explaining the work to the team members so that they could work together as a team.
• In order to work as a team, he explained the work to the team members based on the work procedures and created a work progress management chart. Proactively lead the team by explaining the work to team members based on the work procedures and creating a work progress management chart.

Automation

• VBS for Excel to get the monthly working reports.
  Before creating the VBS, the predecessor counted the ticket by himself.
  however, the tabulation was automated by the VBS.
• Weekly Data Check for sharing folder.

the predecessor was checking data usage by folder explorer by himself,

thus I create the script to check the data automatically and the data is saved to an excel file.