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Work Background
CHASSasia SingaporeService Delivery Manager | Project Manager | IT Manager
Nov. 2022Singapore · Hybrid• Manages IT Infrastructure Projects for multiple MNC and Financial clients within Singapore and APAC regions. • Manages Helpdesk, Incident Management and Service Delivery team on day-to-day operations.
• Coordinates and works with the Service Delivery team on multiple cross-functional base projects.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Identifying customer needs, gaps, areas of improvement and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets for both projects and Service Delivery Operations.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remains organized and meeting deadlines.
• Ensuring high levels of customer satisfaction
• Providing technical leadership and support
• Analyzing and presenting SLA reports to ensure all service level agreements (SLAs) are met and address any direct impact in an appropriate and professional manner.
• Attends to potential new customer interviews with a member of the Sales and Pre-Sales team to provide additional support or introduce and provide recommendations for policy or technological change.
• Collaborates with the Sales Support and Procurement Team on quotes and orders for your customers, and work closely with the Customer Improvement and Customer Success Managers to ensure that customer satisfaction is achieved at all levels.
• Attending vendor training or conferences as required.
• Develop new strategies to maintain or improve on the quality-of-service delivery.
• Develop strategies to increase profit and minimize cost incurred on service delivery.
NEX CorporateIT Pte LtdAssistant IT Manager | Project Manager | Infrastructure Engineer | Network Systems Engineer
Jul. 2015 - Nov. 2022Singapore · Hybrid• Portfolio Lead for IaaS Infrastructure as a Service) for server virtualization across multiple clusters and storage nodes using VmWare, Veeam Backup and Replication, Netapp ONTAP and Pure Storage.
• Manages IT Infrastructure Projects for multiple MNC and Financial clients within Singapore and APAC Operations that includes server upgrades, migrations, configuration and testing from UAT, Deployment and Implementation phases. including but not limited to Domain Controllers, File Servers, DNS, DHCP, Application Servers, Backup and Replication Servers, Storage Servers running on both physical (on-premises) and virtual environments, network equipment’s (e.g Routers, Firewalls, Switches, Access Points), VPN (Virtual Private Network)
• Hands-on experience on asset administration for desktop, laptops, workstation and server troubleshooting including but not limited to server hardening, vulnerability patching and remediation.
• Expertise on administration, deployment, migration of Enterprise Applications such as Microsoft Office 365, Google Workspace (Formerly known as G-Suite), IP Phones, IM Solutions (Cisco Jabber, Reuters Messenger, Cisco Jabber Video for Telepresence, Skype for Business)
• Coordinates and works on multiple cross-functional base work initiatives and projects.
• Optimizes system operations and resource utilization and perform system capacity analysis and planning.
• Specialization in Group Policy, Active Directory Replication, Trusts, Folder Redirection, Permissions • Responsible for OSPAR certification audit preparation for both client and internal IT policy documentation, IT Incident and Change Management in compliance for MAS TRM guidelines.
• Manages incident tickets enforcing categorization and prioritizing by using tools such as priority matrix to efficiently assign and forward tickets to appropriate group thereby reducing resolution time allowing more focus on high priority and critical tickets.
Alere Philippines Inc.IT Manager | IT Helpdesk Supervisor | Site Support Administrator | Infrastructure Engineer
May. 2014 - Jul. 2015Bonifacio Global City, Taguig City, Philippines · Hybrid• Managed the IT Infrastructure for Alere Group of Companies including but not limited to testing, configuration, deployment and maintenance of servers including network devices (e.g Domain Controllers, DNS, DHCP, Virtual Desktop Infrastructure Server, Storage Servers, Network Devices, PABX Server and Door Security Access Control Server, UPS, Fire Alarms, from UAT, Deployment and Implementation phases reports directly to the VP of IT (U.S)
• Provides end to end support that adheres to standard operating procedures and policies and ensures quality and profitable services as per agreed SLA.
• Manages IT Assets and Inventory Audits.
• Configure, test, deploys and administer IT equipment such as Wyse terminals, Laptops, Desktops, Printers, Scanners, NAS servers, Switches, Routers, Access points and IP Phones across the site.
• Monitors and manages security with CCTV cameras and Access Control (Fingerprint biometrics, card readers and sensors).
• Vendor Management including office maintenance and renovation works.
Getronics SDN BHDTeam Lead Service Desk Operations (Global Services)
Mar. 2010 - Feb. 2014Kuala Lumpur, Malaysia• Managed a team of Helpdesk and Onsite Engineers for multiple MNC clients under a shared service model. • Managed services for clients based on contractual obligations and agreed SLA’s which are presented and reviewed during client service meetings; areas covered will include performance reports, service improvements, quality and processes for Annual Service Level Agreement improvements and revision.
• Incident, Change and Problem Management; ensuring all critical and severity cases are reported and coordinated with various support groups on time to avoid service disruptions or any possible outages.
• Creates and maintains Training Plans, Knowledge Base Articles and SIP’s (Service Improvement Plans) for continuous service improvements
• Assisted Operations Manager in managing and supervising the IT Helpdesk staffs to maintain quality service rendered to end-users.
• Process Owner for Service Desk Operations and Client use.
• Assisted Infrastructure Manager on server, desktops, laptop maintenance, upgrades, migration and deployments.
Siemens IT Solutions and Services Pvt. Ltd.IT Helpdesk Specialist | Redirect team
May. 2009 - Mar. 2010NCR - National Capital Region, Philippines · Hybrid• Provided Helpdesk Support for multiple Siemens Organizations
• Assisted Operations Manager in technical training, process updates and managing team schedules
• Handles 2nd level technical escalation calls from multiple Siemens Organizations
• Managed broad range of installation, upgrade, roll-out, and troubleshooting projects for Windows-based systems
• Provided technical support for Enterprise Applications, Mobile Devices (e.g Blackberry Configuration, Enterprise Activation), Email Services (e.g Outlook/Lotus Notes) , Instant Messaging Services, Computers (Laptops/Desktops/Workstations). Virtualized Environment (e.g Virtual Machines, Citrix), Local and Network Printers, Active Directory Services (e.g password resets, security group memberships etc.)
• Deployment and management of Secure ID token (RSA) accounts and token
• Process owner for Siemens Healthcare Diagnostic and Siemens Medical Solutions
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