Chin Han Loo Email & Phone Number

Penang, Malaysia

Coach, mentor and manage an application support team of more than 10 engineers who provide round the clock (24x7) critical Level 2 applications support across regions and globally from the US, Europe and Asia. The team administered all application issues which range from Oracle ERP, Sale & Marketing, Collaboration Tools and based on ITIL Processes and best practices from Incident Management, Problem Management, Knowledge Management, Change Management Processes.

Penang

2013 - 2015 : IT Infrastructure Manager• Managing, mentoring and coaching global staff to provide 24x7 critical manufacturing support for infrastructures and applications from Malaysia, China, Vietnam, Costa Rica and US. • Lead a cross functional team to conduct in-depth technical analysis of all systems, including single point of failure analysis, architecture, disaster recovery and business continuity.• Collaborated on numerous management committees including Operation and Security Team, Data Center Team, Manufacturing Team, etc to deliver company business results.• Restructured and optimized shift operation support and achieved 50% efficiency gain with zero impact to shift performance and customer SLA.2010 - 2012 : IT Change Manager• Leading the effort to improve Change Management process efficiency and effectiveness, including standardization, enhancements, automated tool implementation.• Involved in Incident Mgmt & Problem Mgmt and delivered an incident & problem record tracking tool to provide immediate sharing across all factories to avoid interruption. • Being Manage Downtime Process Owner for Site, accomplished numerous major downtime coordination with complex projects implemented and meeting customer/NPI needs.• Received “Divisional Recognition Award” for Standard Automation Managed Downtime Process for ATM factories.

Penang, Malaysia

2005 - 2010 : IT System Analyst • Experienced in implementation, administration and support of NetApp, UNIX, Linux, Suse and Solaris OS which includes systems and hardware maintenance, storage management and configuration.• Knowledgeable in deploy and support of Windows Server and SAN storage which includes systems/OS setup, capacity and configuration management, monitoring and troubleshooting.• Received “Divisional Recognition Award” for successfully beta Key Provisioning automation capability for Penang and Kulim. Traveled to Chengdu Site to train and deliver the capability.

Penang, Malaysia

2001 - 2004 : Technical Support Engineer II • Manage technical projects; liaise with different department to get the project facilitated and closed on time and successful. • Chairing and conducting a weekly close loop corrective action (CLCA) meeting to review and improve in internal and external processes. • Accountable for maintaining company budget by reducing operation cost, identifying process gap and initiating improvement plan.• Mentoring, training and supervising new employees and advice on areas of improvement.• Work closely with inter program department to drive process improvement and internal application enhancement for new program implementation.• Cross department interaction and acting as a bridge in providing product failure and quality issue to respective department.1999-2001 : Technical Support Engineer I • Proven troubleshooting and research skills for developing successful solutions to customers’ problems, as well as ability to write effective documentation of technical procedures.• Communicating and assisting customer with technical inquiries and problems resolution.• Effectively handled all internal and external users in resolving technical issue.• Act as the primary liaison between customer support group and other functional groups.• Collecting data, doing analysis and conducting a Design of Experiment (DOE) of product failure symptom and provide feedback to all respective departments.

Itil Master, Osa, Rcv, Soa, Ppo, Malc

Master'S Degree, Information Technology

University Science Malaysia