RECRUITER SUMMARY

XXX

Profile Summary

• 24 years’ working experience in IT operations and project management during which 10 years in managerial position
• Proven records for driving BCP and continuous improvement
• Hands-on experience for IT budgeting and IT strategy planning
• All-round technical knowledge in system architecture, networks and cloud computing
• Strong technical hands-on experience and master in troubleshooting, service operation and delivery
• Extensive experience in project management including SLA management and stakeholder management for large-scale projects
• Communication expert, good team player and master of problem solving
• Keep up with knowledge of current and emerging technologies
• Language skill – Fluent English, Cantonese (both written and verbal) and Native Mandarin
• Certified in PMP, ITIL, SCRUM, Airwatch, MCSE, HP ASE

Work Experience

XXX

2017 — Now

Global IT Operations Manager (function as Head of IT)

Responsiblities:

• Manage and oversee IT services to support the daily operations
• Plan IT budgets and resources and ensure SLA performance
• Design, develop, implement and coordinate IT strategies, systems, policies and procedures
• Drive business decisions by integrating IT with all business processes 
• Provide oversight for vendor selection and partner relationship management
• Support and manage all regional offices’ network infrastructure and ERP enhancement
• Ensure proper controls and security for all IT infrastructure

Achievement:

• Saved 15% IT Opex cost by cloud server consolidation, Office365 migration, network infrastructure revamp and ERP process review
• Improved security by establishing security policy and related operations without degrading user experience
• Helped business teams for shortening customer response time by implementing new file exchange system with 24x7 service availability
• Elevated working efficiency through regional network enhancement project (MPLS, Firewall, VPN, IP Phone system)
• Enabled BCP for main business applications by virtualization technology and AWS cloud
• Saved HR resource by adopting cloud-based HR system
• Established IT Helpdesk and Asset Management systems to keep tracking company assets and saving opex by asset pool sharing

XXX

2016 — 2017

Regional Project Manager (Infrastructure)

Responsibilities:

• Managed multiple projects’ implementation simultaneously to ensure projects delivered on schedule and within budget
• Estimated, tracked and reported actual against forecast on resource, schedule and cost
• Defined and managed project success/delivery criteria; monitored and reported on the realization of project success against the criteria
• Managed external resource (vendors, contractors) to deliver services according to SOW
• Managed team status report and presented weekly to project leadership team (project progress report)

Achievement:

• Supported and facilitated 20% operational cost saving by participating to the first ever free-style regional office relocation project, managing the IT implementation to complete the project within tight schedule (10 months) through applying various programs including creative vendor management program, and intensive and comprehensive IT testing with numerous business users etc.
• Achieved zero unplanned outage during regional data centre migration project (8 months for 154 applications, 230 servers) by adopting agile and project-based change management process

XXX

2015 — 2016 Senior IT Engineer

Responsibilities:

• Continuously improved availability and service level of Active Directory, SCCM, Mobile Device Management and Multi-function printer systems by implementing and closely monitoring projects progress
• Defined roadmap for responsible systems
• Assisted IT manager defining IT policies and standards
• Reviewed change requests regarding Windows during Change Advisory Board meeting
• Organized regular vendor service review meeting regarding multi-function printers
• Participated in infrastructure programs for promoting IT services to business users and managers (E.g. mobile apps, Skype for business, mobile remote access, two-factor authentication)

Achievement:

• Managed Mobile Device Management (Airwatch) cloud migration for 1600 mobile devices within 6 months against tight schedule challenge through setting up project booth in all office locations and applying top-down rollout approach
• Successfully directed Windows 10 Upgrade Pilot project for internal 200+ users’ in 4 months through agile methodology and compatibility testing of more than 100 applications, assisting team members accomplishing their tasks
• Reduced 20% of operational man-days for server patching through establishing new SCCM 2012 infrastructure with a tailor-made real time dashboard for management

2013— 2015 Team Lead of Emerging Application Technology Team

Responsibilities:

• Led an innovation team with 6 people to explore and propose new business-fit technologies for pilot with budget planning and implementation roadmap
• Projected team budget including Capex for investment and Opex for manpower
• Reported progress of all new initiatives to IT Director directly
• Presented new solutions on corporate business department heads regular meeting if required
• Promoted IT new services to the stakeholders through various and effective communication activities such as roadshows, workshops, reach-out meetings and IT forums

Achievement:

• Saved HK$1M cost by developing internal mobile applications for business users through agile methodology and creative UX/UI design
• Improved 15% customer satisfaction score by promoting 32 new technologies for business applications
• Elevated company reputation by launching new customer service on social media WeChat platform for 2.4M Hong Kong customers in utilities industry in Hong Kong
• Improved company work efficiency by replacing legacy paper-based training material  with new real-time HD enterprise videos, together with social media platform throughout the whole project processes including user requirement collection, price negotiation and collaboration with external vendors
•  Successfully facilitated cost & operation efficiency by understanding business requirements and offering new technology to different business groups such as 3D printing, Virtual Reality and digital pen (business result achieved? Cost & operation efficiency Strength demonstrated? Understand business requirements and new technology)
• Facilitated management business decisions by developing business mobile apps for real-time power generation and distribution (E.g. green data centre app, Safety app, Generation Portfolio Dashboard)

2012 — 2013 Team Lead of Technology Services (Infrastructure) Team

Responsibilities:

• Managed a team of 4 to provide support on DB, Storage, Backup, AD, File & Print, SCOM, SCCM, CyberArk and other backend critical systems
• Cooperated with IT operation teams to ensure SLA of responsible production systems
• Helped Technology Services Manager on budget planning, tendering and solution selection
• Provided regional support for India and Australia offices on infrastructure related systems (AD, SCCM, VMware, SCOM)

Achievement:

• Achieved cost saving by implementing the infrastructure standardization program for India JV and China JV
• Increased security by minimizing manual mistakes through implementation of security system
• Achieved whole team assigned objectives by leading and coaching the team members to achieve their respective objectives, prioritizing work requests based on business impact and managing conflicts amongst team members.

2001 — 2012 System Analyst of Technology Services (Infrastructure) Team

Responsibilities:

• Ensured to maintain responsible systems’ (DNS, DHCP, AD, SharePoint, SCOM) service level by continuous enhancement and day-to-day support and monitoring
• Supported regional offices infrastructure implementation by participating in upgrade projects
• Developed responsible systems’ disaster recovery (DR) plan and participated in DR drill
• Represented CLP IT department to deliver business sharing to all external visitors including China, Hong Kong and Australia

Achievement:

• Contributed to company operational cost saving by quickly implementing Active Directory consolidation project for acquired overseas offices
• Increased 10% user productivity through the implementation of new windows 2008 Active Directory and Identity Access Management system within internal resource (11 months with total HK$6M investment).  In return, was recognized as high performer.
• Achieved zero unplanned outage for SharePoint 2010 upgrade project
• Participated in first global SAP CRM on Windows 2000 project (Mainframe to Windows 2000 with 2.4M customers with SQL 2000) by providing stable infrastructure platform
• Delivered VMware infrastructure for Advanced Metering Infrastructure (Smart Meter) through leveraging and collaborating with leading external vendor
• Successfully built up CLP virtualization infrastructure by using Microsoft Hyper-V technology

XXX

1997— 2001 Windows Server Team Lead

Responsibilities:

• Resolved technical issues raised by premier customers
• Provided consulting service to international world-wide customers (e.g. Shell, HP)
• Led a team with 18 support engineers to provide hotline support for regional customers that using Microsoft windows product (more than 400+ calls per day)
• Coached team members to improve their technical skills and soft skills
• Popularized Microsoft Total Solution to all kinds of customers and assisted Microsoft consultant teams to resolve all technical issues within the projects
• Handled complaint calls
• Monitored team’s KPI

Achievement:

• Increased customer satisfaction rate up to 35% through resolving 1000+ technical issues at below average resolving time
• Awarded by general manager twice due to outstanding annual performance
• Supported company rapid growth by training 30 new team members within two and half years, and with 20 of them being promoted
• Contributed to company internal knowledge based by publishing 50+ technical internal documents and reporting 100+ software bugs

XXX

1994 — 1997 Network Analyst

EDUCATION

2016.9-2018.7  XXX School – Master of Science in Information Systems Management

1994 XXX University – Bachelor of Computer Science in Computer Software

Technical Certification

2016            Scrum.org, Professional Scrum Master I

2015            Airwatch, Enterprise Mobility Associate

2009            Project Management Institute, Project Management Professional

2008            HP, Accredited System Engineer

2008            EXIN, ITIL v3 Foundation Bridge Examination

2005            EXIN, ITSM Certification

2003            Microsoft, MCSE 2003