• Achievements:Improve the process of annual penetration testing by incorporating Business Risk rating assessmentActive contributor in IT Innovation hub in adopting agile ways of working to improve end to end IT development processesProcess improvement in IT Change Management by encouraging active participation from stakeholders and addressing process gapsKey function to the Chief Technology & Shared Services Officers by providing the assurance and governance function within IT• Led IT audit functions in conjunction with co-sourced external auditors and Internal Audit• Led the Line 1 of Defense for the IT function by owning assurance and review functions for the business unit• Owner and facilitator of the IT Change Management policy and process• Led the IT Assurance in conducting scheduled access review for privilege system access, application and infrastructure ownership, skills and capabilities register.• Central IT Contract and Procurement contact point to assist with Procurement and Legal process when engaging third party vendor• Own and facilitate IT Resourcing Estimate process to assist project office and business stakeholder to be able to deliver project charters

• Achievements:Reduced customer support lead time by up skilling and training 3rd party vendorIntroduced new processes to reduce networking product importation lead time Improved service billing process and reduced error rate in customer support information database• Led Service Improvement Plan programs by breaking down tasks and allocating to relevant team resources and commit it to deadline to resolve operational problems. Used Service Improvement Plan to demonstrate to customer the value of Service Manager as customer advocate.• Understand customer suit of solution and identify potential operational risks. Monthly update meeting with senior executive to provide high level overview of customer service levels, risks and upcoming projects. • Provide guidance and leadership in local knowledge to global Network Operations Center team in supporting local customers• Planning and facilitate disaster recovery exercise with customer and internal operation teams• Provide Account Management escalation and service assurance for customer• Lead Service Improvement Plans to resolve customer concerns and retain customer loyalty • Manage high impact incidents and steering issue to resolution

• Currently serves as part of the senior IT management team with responsibility for overseeing the network and communications infrastructure, project management and support for South Pacific.• Delivered on projects to directly address issues relating to communication down time and to facilitate upgrades to network and IT infrastructure. Drove each stage of project from requirements gathering to implementation, testing, go-live and post deployment support.• Translated business requirements into IT projects, working across multiple stakeholders.• Upgraded network bandwidth to increase speed and deliver on next-generation architecture.• Contributed to both short and long range planning for IT infrastructure to meet current and future business needs, with a focus on service delivery, process improvement, cost and alignment to group IT plan. • Identified potential risk associated with rollout of new projects and infrastructure, and create and implemented change management plans to help drive project initiatives.• Worked in collaboration with Telstra and other 3rd party vendors on retiring old legacy communication services, and to project manage the rollover onto new infrastructure without disruption.• Managed service agreements with the likes of Telstra, AT&T, Orange, ensuring that each provider is delivering against SLA/KPIs, and with DESA; a large external contractor that performs data cabling and power work to support deployment of Cisco and network infrastructure. • Performed root cause analysis on more complex troubleshooting issues.• Created and maintained accurate and complete documentation.

• Based out of the ExxonMobil Business Support Centre for APAC region, with responsibility for supporting a major network that supports corporate offices, as well as network of Esso and Mobil retail stations. • Performed network security design and integration, implemented a security audit and carried out monthly checks to ensure data network carries financial data correctly across some 200+ retails stores are secured.• Maintained system alignment with ITIL best practices and standards, processes and procedures.• Provided critical and day to day support for Cisco LAN switches throughout Asia Pacific regions including device software upgrade, hardware replacement and change management processes.• Assisted management in evaluating technologies which will strategically meet department requirements and standards and reviewing technologies to determine if these meet business requirements. In collaboration with project teams, support the deployment of new network infrastructure. • Worked in collaboration with Visa, MasterCard, AMEX and Banks on merchant processing; these retail stores process millions of dollars in transactions daily.• Met with third party suppliers and providers such as Cisco, Telekom Malaysia and Orange on strengthening communication and on new products coming to market. • Carried out “hands on” network changes, configuration and troubleshooting.

• Established the Network Operations Centre (NOC) plan to provide service continuity to Schlumberger and LVMH (Louis Vuitton Moet Hennesy – key customer) employees, meeting near perfect service availability.• Ensured that all managed networks operate optimally at all times and that any and all incidents are identified and resolved as soon as possible and with as little disruption as possible...• Took ownership for Incident Management and reporting.• Ensured that wide area network (WAN) problems were acknowledged and proper follow through till resolution, also customer notification to elevate concern.• Acted as the NOC escalation point of contact, whilst working with the likes of AT&T and Orange on driving service meetings and challenging vendors to continuously improve service.• Work closely with all associated internal groups to maintain quality of operations and SLAs.• Provided leadership and direction to a team of 7 analysts.

• Technical lead for English language helpdesk supporting Asia Pacific region

• Supporting Linksys networking equipment• Providing product training to vendors and distributors