1. People – Staff Performance Management and coaching. 2. Manage a team span of 15 to 50 plus staff with support and facilitation of appropriate line managers (Assistant Managers).3. Will be accountable for Team Management, Talent Management, Training, Q12 and other employee related initiatives.4. Identify and highlight to the appropriate authority any service concern or improvement opportunity 5. Manage the day-to-day operations of the Service Desk Team6. Provide feedback on metrics to business units7. Ensure team receives adequate feedback, induction and training8. Develop understanding of ITSC business solution and seek out improvement opportunities9. Provide resources from the team to the group to develop and implement solutions within their fields of responsibility10. Promote the services of their group to other ITSC business units11. Manage reporting on complaint tracking/monitoring/quality/performance, etc12. Increase the team's productivity and quality13. Ensure process risk mitigations and deliverables in line with Audit requirements14. Ensure proper staffing within team and also proper communication across all lines of authority within the team.15. Adherence to the specified standards of Quality and Audit / Risk requirements 16. Will be responsible for setting of Team objectives and delivery for the unit.17. Responsible for contributing to the Strategic & Tactical initiatives in ITSC.18. To build relationship & network with stakeholders within & outside ITSC

• Project implementation for Global Data Center (GDC) on Enterprise Windows platform and ensure all the projects meet the dateline given.• Liaise with various vendors and business users globally for business solution delivery. • Daily BAU support for GDC enterprise infrastructure, such as Grid Server, Citrix Metaframe\PS4, NT, Win2K, Win2K3, Active Directory, IIS, Apache, Crystal 7\9\11, TS, MS Cluster and Global Market Applications and Infrastructure. • Track problems through Remedy and ensure all problems are being followed up and resolved within the agreed SLA.• Implement Change through Service Improvement Process (SIP)

Perform monitoring and troubleshooting for basic mainframe activitiesProvided training for basic troubleshooting skills to peers of new and current products in the field.In charge of installation of operating system, trouble-shooting network problem - hardware & software, IBM 3174 cluster controller and dumb terminal, Emulation softwareTrouble-shooting desktop and laptop problems, provided customer support services, online supports.Ability to manage and resolved problem across all countries (with exception to language constraint) despite the geographic spread.In charge of major projects, such as Project Implementation Manager for the Desktop Computing renewal where PC's are being upgraded to Windows XP and Servers are being upgraded to Windows Server 2000 / 2003. Also in the stage of migrating the current NT domain environment regionally to Active Directory environment. Also in the process of migrating all users from Lotus Notes to Exchange.In charge of the local implementation of Mainframe and Midrange applications for the Migration of Mainframe boxes from Malaysia and Singapore to Hong Kong, centralizing mainframe access to a single location.Primary Support for Host Integration Server, Connect Direct and mainframe applications.Facilities management (Security Card Access, Alarm and Video Surveillance) Overlooking and authorizing overall new purchase of desktops, workstations and laptops for users.

Outsource staff for Standard Chartered Bank (M) Bhd.Provided training to new engineers for Standard Chartered primary systems support.Primary Support for BSP (OS/2), LAN, Payroll Plus, Control-D, Cosres, Lotus Notes and other bank software and products.In charge of installation of operating system, trouble-shooting network problem - hardware & software, Support and maintenance of communications hardware and software, Network cabling related tasks,Troubleshoot NT / Novell server problems IBM 3174 cluster controller and dumb terminal, Emulation softwareTrouble-shooting desktop and laptop problems; provided customer support services, online supports and phone supports.Remote control support using Tivoli / Netfinity Service Manager / Remote DesktopServer BackupSetting up servers and installing RAID configuration and server operating systemsNetwork Printer installation and TCP/IP SettingsIT-365 (M) Sdn. Bhd.

Outsource staff for Standard Chartered Bank (M) Bhd.In charge of installation of operating system, trouble-shooting network problem - hardware & software, Support and maintenance of communications hardware and software, Network cabling related tasks,Troubleshoot NT server problems IBM 3174 cluster controller and dumb terminal, Emulation softwareTrouble-shooting desktop and laptop problems, provided customer support services, online supports.

In charge of maintaining and supervising telemarketers, making outbound calls and also in charge of managing for MAXIS Smart Access account.