Led APAC IT business continuity initiatives, enhancing mobility with Airwatch MDM and integrating Office 365. Achieved a 95% satisfaction rate managing ITIL service desks operation. Modernized call centers by automation, boosted efficiency, and developed a quantifiable IT-service matrix. Applied project management best practices to reduce web project timelines by 15% in China and played a key part in IT Incident, Problem, and Change Management.

Skilled in automotive IT, including diagnostics and telematics. Agile in project management, leading successful IoT integrations. Optimized operations to match global IT strategies, and excelled in troubleshooting, ensuring system reliability.

As a dynamic team leader, he specializes in elevating customer satisfaction and optimizing support operations. His key roles include harnessing data analysis and CRM tools to expedite issue resolution, enhancing team capabilities through targeted upskilling, and ensuring service excellence with swift escalation management. He is committed to driving productivity and maintaining high standards of customer service.

Coordinating incident response, prioritizing based on impact, implementing prevention strategies, analyzing trends for continuous improvement, facilitating post-incident reviews, ensuring SLA compliance, and maintaining high customer satisfaction.