AP Information Technology Service Manager

Levi's (Epergne)

Buona Vista, Singapore, 2022 - Present

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Achievements

• Maintained a high accuracy of inventory management data. Documented SOPs, and provided training for deskside & asset teams. Developed an automatic script that links between ServiceNow, SCCM, Intune, and Active Directory. Thus, achieved zero errors in records or missing devices.

• Enhanced the end-user ServiceNow portal. Helped to promote automation, and improved end-user experience, resulted a healthy number of incident & request tickets around AP to the respective queues.

• Identified the gaps for each SLA that failed and corrected within 2 months. Thus, reported zero breached SLAs and complaints

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Accountabilities

• Provided end-to-end operational and engineering support for desktops, laptops, POS, and other technology infrastructure in both corporate offices & retail stores around AP.

• Managerial experience including training and mentoring of other Engineers, and Leads scattered across Asia, ANZ, and South Africa.

• Maintained agreed SLAs in all criteria’s for corporate office & retail stores around AP.

• Possess a wide scope of technical knowledge of personal computing technology, including hardware technology, Microsoft Teams Room (MTR), Microsoft Intune, Conference AV equipment (Cisco, Polycom, Logitech), HP Secure Print, Apple Business Manager, JAMF, ServiceNow, Windows 10, Windows 11, Mac OS, Azure, Active Directory, Office 365, One Drive, Software Distribution, Multi-Function Printer (MFP), Remote Support tools (TeamViewer/Bomgar), Zscaler, Cloudstrike, SharePoint, and automation technologies.

• Delivered daily, weekly & monthly reporting, presentations, KBs, guides, and SOPs.

• Participated local, regional, and global meetings & projects.

• Proven collaboration, teamwork, negotiation, influence, and relationship-building skills at all levels internally and externally.

• Handled Vendor Management, Case Management, Project Management, and Inventory Management.

• Maintained IT Asset Management data up to date.

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EUC Manager

Randstad

Raffles, Singapore, 2020 - 2022

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Achievements

• Built from scratch, a healthy database of Knowledge Base, Articles, Guides, and SOPs for all engineers to follow on ServiceNow and SharePoint.

• Drafted a number of guides & articles on the Service Portal, targeting the different types of customers. Successfully brought down the numbers seeking IT support, especially during this Pandemic period.

• Provided the missing knowledge/training to the engineers required for the job. Resulted the Customer Satisfaction Ratings increase dramatically from 50% to 95% in few months.

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Accountabilities

• Possess a wide scope of technical knowledge of personal computing technology, including hardware technology, Windows 10, Mac OS, Azure, Active Directory, Office 365, One Drive, Software Distribution, Vulnerability Management, ITSM (ServiceNow), Antivirus, Enterprise Backup,  Mult-Function Printer (MFP), Remote Support tools (MS Teams/Skype), Cisco VPN, MDM, Sharepoint, and automation technologies

• Managerial experience including training and mentoring of other Engineers, Team Leads, and Manager

• Delivered monthly reporting, presentations, KBs, guides, and SOPs.

• Managed Customer Service and complaints

• Maintained high customer satisfaction rates, and follow up any low ratings to close the loop

• Maintained a fleet of laptops, Kiosks, and lab machines in healthy conditions.

• Maintained the KBs and Articles up to date in ServiceNow and Service Portal

• Supported deployment, administration, and support in Office 365, MDM, and Azure.

• Proven collaboration, teamwork, negotiation, influence, relationship-building skills at all levels internally and externally

• Keeping abreast of today’s technology and software

• Maintaining Duty Rosters for the 3 departments.

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Lead, WorkPlace Technology

MoneyLion

Kuala Lumpur, Malaysia, 2019 - 2019

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Achievements

• Initiated cost savings measures in achieving savings of $5,000 (USD) on monthly cloud applications

• Successfully launched IT Service Desk (level 1 & 2), built up quality KB and SOP, resulting smoother operation, high FCRs, & low volume of tickets.

• Enabled SSO applications with JumpCloud (DaaS), eliminating extra steps to manually create and delete accounts. Ensuring no accounts left unattended.

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Accountabilities

• Lead, coach, and develop a team of WorkPlace Technology Engineers through regular feedback, provided appropriate support in their development goals and performance reviews.

• Provided end to end operational and engineering support for desktops, laptops, workstations, end user support technologies, and other workplace technology infrastructure.

• Take ownership of end users’ issues and proactiveness in helping them resolve any workplace technology hardware & software problems.

• Provide solutions to prevent and eliminate problems from occurring in area or responsibility including patch management, implements, reviews, and verifying changes/solutions of medium complexity & risk. Ensure configuration management database entries are complete & accurate. 

• Performed in-depth analysis of functional or service requirements using fundamental understanding of IT Business process or problems. Implemented end-user, enterprise infrastructure & application services. Creation of documentation, testing, and maintenance of applications.

• Responsible for workplace technology & End User Compute ensuring appropriate IT services and support are maintained and delivered to the business.

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Senior IT Specialist

The Boston Consulting Group

Kuala Lumpur, Malaysia, 2012 - 2018

 

Achievements

• Lead the deployment of Office 2013 across the Asian region in achieving 100% user satisfaction.

• Delivered 90% successful migration to the Windows 7 operating system with another 10% identified for new hardware upgrades.

• Initiated cost saving measures in achieving savings of RM40,000 on monthly telecommunication bills and RM9,000 in monthly ISP bills as well as significant savings on monthly printer rental.

• Instrumental in achieving zero electrical outages for 3 years as well as internet, server, & network downtime for 3 and half years.

• Successfully consolidated 40 vendors into 15 key vendors in enhancing operational efficiencies.

• Planned and implemented all new technologies for office renovation. Coordinated with departments, contractors, and vendors. Completed project both on budget and on time in less than 3 months.

 

Accountabilities

• Lead a team of IT professional in overseeing IT support services to over 450 users as well as 15 vendors across the ASEAN region including laptops, desktops, softwares, hardwares, mobile phones, network, PBX, and servers.

• Oversee the local technology in increasing reliability, security and effectiveness while reducing costs.

• Ensure swift response to end user requests towards achieving excellent customer service.

• Lead troubleshooting of computer as well as video conference and telecommunication systems.

• Maintain configurations of all notebook and desktop computer systems in line set standards.

• Ensure all issues are recorded into the database while pro-active identifying improvement opportunities.

• Ensure technology related instructions and procedures are documented as well as updated.

• Spearhead the project consisting of 8 to 12 members in ensuring on time delivery of projects.

• Contribute towards system upgrades as well as new technology evaluations.

• Collaborated with the HR Manager in enhancing IT Training for new hires to position the department as the No.1 amongst all departments.

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Conference Support Engineer

ACT Conferencing

Cyberjaya, Malaysia, 2011 - 2012

 

Achievements

• Implemented centralized information sharing to significantly reduce the time needed in looking for related data for each case.

• Introduced the centralized shared folder to significantly enhance vendor support activities.

 

Accountabilities

• Carried out scheduling and setup of video conference requests from customers across various video conferencing systems in ensuring excellent service delivery.

• Rendered Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences.

• Carried out first line troubleshooting for all issues that occurs during video conferencing in a timely manner while ensuring problem tickets are reported into the centralized fault log system.

• Conducted performance analysis to isolate problems and gauge performance while collaborating with service providers and system integrators to ensure timely resolution of issues.

• Performed video conferencing installations and configurations while testing and registering new customer conferencing sites.

• Provided consultation and training to customers on the controls, interfaces as well as use of Audio/Video and VC equipment.

• Monitored and maintained a range of Audio Visual components as well as Video Conferencing systems.

• Ensured all site information is updated into the centralized site information database.

 

Systems Engineer

Xchanging

Kuala Lumpur, Malaysia, 2009 - 2010

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Achievements

• Spearheaded the development of the next generation laptop “Lenovo X1 Carbon” resulting in major profits for the company.

• Streamlined the scripts in ensuring speedy results to clients.

 

Accountabilities

• Performed test case creation and execution while collaborating with the development team in identifying potential problems.

• Ensured up to date knowledge of relevant product offerings and testing policies while sharing the knowledge within the company.

• Supported the project team in enhancing testing quality and effectiveness.

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Manpower Support Engineer

Datacom

Kuala Lumpur, Malaysia, 2007 - 2009

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• Carried out problem troubleshooting and resolution of Internal Application issues while escalating complex cases in line with set SLAs.

• Maintained the network security while assisting in network infrastructure administration.

• Provided training to new recruits while mentoring assigned buddies.

• Successfully achieved over 95% SLA compliance with FTR rates of more than 90%.

• Awarded the Certificate of Achievement for Improved Service Desk Analyst of the quarter in 2008.

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Systems Integrator

Digital DNA

Selangor, Malaysia, 2006 - 2007

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• Carried out deployment of new servers, switches, routers, laptops, printers, and workstations in line with customer requirements.

• Performed technical troubleshooting and maintenance for servers, workstations as well as networks infrastructures.

• Conducted pre-sales to new/existing clients on a myriad of new software, hardware and other technologies.

• Successfully implemented a new IT infrastructure for the client with no hiccups.

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