Solution Architect with 15 Years' Expertise:Leveraging 15 years of corporate experience, I excel in Customer Solution within Bid and Proactive Opportunity landscapes. My comprehensive skill set combines technical, analytical, and strategic acumen.Key Achievements: Applied TOGAF and Architecture Frameworks to lead the development of large, strategic deals. Successfully managed 4-6 complex deals exceeding 100Mn USD TCV each. Led Solution Architects and SMEs, steering… Show more Solution Architect with 15 Years' Expertise:Leveraging 15 years of corporate experience, I excel in Customer Solution within Bid and Proactive Opportunity landscapes. My comprehensive skill set combines technical, analytical, and strategic acumen.Key Achievements: Applied TOGAF and Architecture Frameworks to lead the development of large, strategic deals. Successfully managed 4-6 complex deals exceeding 100Mn USD TCV each. Led Solution Architects and SMEs, steering a large design team through complex solution development. Defined approaches, mitigated strategic-level risks, and provided effective remedies. Defined major technical projects, strategies, and architectures, validating bid budgets for deals surpassing 100Mn USD TCV. Led scoping workshops and contributed to bid budget assessments.Solution Development Expertise: Led scoping workshops, crafted detailed storyboards, and developed High-Level solution blueprints. Fused knowledge and service offerings, skills, and market trends to propose compelling solutions.Collaboration and Validation: Collaborated with customers to understand business strategies, devising IT strategies, and identifying competitive solutions. Validated and ensured compliance of solutions, coaching teams for optimized delivery.End-to-End Solution Ownership: Owned the end-to-end solution design lifecycle, ensuring peer reviews and alignment with competitive and business requirements.Documentation and Proposal Excellence: Authored Solution Collaterals (AOD, KSVi, RCTM, RAID, Solution Blocks) and contributed to proposal deliverables. Provided guidance to authors and contributors.Financial Advisory and Bid Governance: Advised the Financial Engineer for Solution Costing, contributing to commercial and financial approvals. Ensured compliance with bid governance processes. With a proven track record in solution architecture, I am poised to drive innovation and excellence in complex project environments. Show less

Led the design and implementation of digital services and solutions for clients in a variety of industries. Collaborated with cross-functional teams, including sales, marketing, development, and project management, to deliver high-quality solutions that met client needs and exceeded expectations.Conducted needs assessments, gathered requirements, and developed technical solutions that leveraged the latest digital technologies, including cloud computing, machine learning, and artificial… Show more Led the design and implementation of digital services and solutions for clients in a variety of industries. Collaborated with cross-functional teams, including sales, marketing, development, and project management, to deliver high-quality solutions that met client needs and exceeded expectations.Conducted needs assessments, gathered requirements, and developed technical solutions that leveraged the latest digital technologies, including cloud computing, machine learning, and artificial intelligence. Developed architecture and design documents, technical specifications, and implementation plans to ensure that solutions were properly scoped and delivered on time and within budget.Designed and developed enterprise architectures that facilitated integration of digital services with legacy systems and business processes. Created scalable and flexible architectures that allowed for future growth and expansion.Developed and maintained relationships with clients, providing ongoing support and technical guidance to ensure that digital solutions were properly implemented and utilized. Conducted training sessions and workshops to educate clients on best practices and ensure that they were getting the most value from their investments.Technical Skills:Digital Services and Solutions Design: Needs Assessment, Requirements Gathering, Technical Solution Development, Architecture and Design Documents, Technical Specifications, Implementation PlanningDigital Technologies: Cloud Computing, Machine Learning, Artificial Intelligence, Digital Security, CybersecurityEnterprise Architecture: Integration of Digital Services with Legacy Systems and Business Processes, Scalable and Flexible Architectures, Future Growth and ExpansionClient Relationship Management: Technical Support, Technical Guidance, Training and Education, Value Show less

Major aspects of this roll are:- Lead a BPO providing specialized services in individual and corporate employee healthcare benefit administration and management services. - Managed and provided healthcare administration and management for individuals.- Managed and provided employee healthcare benefit administration and management for corporations and organizations. - Managed and aliased with providers comprising panel of GP clinics, specialist centers, private hospitals… Show more Major aspects of this roll are:- Lead a BPO providing specialized services in individual and corporate employee healthcare benefit administration and management services. - Managed and provided healthcare administration and management for individuals.- Managed and provided employee healthcare benefit administration and management for corporations and organizations. - Managed and aliased with providers comprising panel of GP clinics, specialist centers, private hospitals, government hospitals, and other healthcare providers such as optical outlets and laboratories. - Maintained member and client satisfaction by providing problem-solving resources;- Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.- Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.Achievements:- Enrolled providers by dynamically involving them in CompuMed’s service model therefore expanding the count to over 2000 all over Malaysia.- Maintained an SLA of over 90% for successful time bound service delivery.- Created, managed and governed a team of 50 specialists including medical and business personnel.- Devised and implemented a Business Resumption and Continuity Plan to ensure a 24/7 uninterrupted service delivery.- Conceived, devised and successfully implemented modules for providers, CRM and claims processing.- Maximized customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Show less

Major aspects of this roll are:• Supervised, co-ordinated service delivery and operations within the IT Help Desk for desktops, common off-the-shelf desktop applications, and IT services (servers, e-mail, file systems, networks, and other miscellaneous services).• Developed a work culture that fosters IT competence, service excellence, customers focus and technical knowledge; to provide leadership for all of the services delivered by the IT Help Desk personnel. • Co-ordinated IT… Show more Major aspects of this roll are:• Supervised, co-ordinated service delivery and operations within the IT Help Desk for desktops, common off-the-shelf desktop applications, and IT services (servers, e-mail, file systems, networks, and other miscellaneous services).• Developed a work culture that fosters IT competence, service excellence, customers focus and technical knowledge; to provide leadership for all of the services delivered by the IT Help Desk personnel. • Co-ordinated IT Help Desk activities with various IT Management teams.• Partnered with the IT Management to ensure that IT Help Desk services meet the budgets and the terms of the Service Level Agreements.• Provided mentoring and coaching to all Analysts in the IT Help Desk teams.• Responsible for ensuring that the Analysts demonstrate the required customer service skills, desktop, common off-the-shelf desktop applications, infrastructure and technical knowledge to resolve incidents.Functional Tasks:• Provide leadership and direction to the IT Help Desk team by clearly defining and communicating roles and expectations to IT Help Desk team members.• Ensured that the Analysts are responsive to incoming calls, provided first level identification, issue documentation, and resolution.• Ensured that customer satisfaction is maximized by optimizing call answer / minimizing call abandonment time, call handling time, resolution of issues without escalation, and first call resolution.Skills:• Solid understanding and hands on experience on thin-client architectures and operations.• Microsoft Terminal Server architecture.• Desktop / laptop and printing hardware.• Windows and UNIX based server platforms.• Exchange mail server concepts.• LAN/MAN/WAN/VLAN and VOIP technologies.• Security concepts and technologies.• Thorough understanding of IT landscape, in order to be able to provide support. • Experienced in support technologies e.g. call logging software, knowledge base, etc. Show less

• Resolve Warranty, Top Enterprise and Support Edge Premium customer problems via the telephone, the web or Online Chat.• Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.• Leverage internal technical expertise, including higher-level… Show more • Resolve Warranty, Top Enterprise and Support Edge Premium customer problems via the telephone, the web or Online Chat.• Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.• Create new knowledge base articles to capture new learnings for reuse throughout the center.• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.• Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.• Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise. Show less

Responsibilities & Job Description:Managed client engagement services and solution implementations Provided business consulting, knowledge expertise in strategic performance management methodologies, process assessment work, and the application of technologies to business. Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions and services. Maintained the customers existing revenue spend and strategically introducing additional products… Show more Responsibilities & Job Description:Managed client engagement services and solution implementations Provided business consulting, knowledge expertise in strategic performance management methodologies, process assessment work, and the application of technologies to business. Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions and services. Maintained the customers existing revenue spend and strategically introducing additional products and services. Direct the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation. Manage transition of client from Solutions Implementation to Client Support. Manage the development and maintenance of implementation portions of project.Responsibilities:• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.• Play a significant role in long-term planning, including an initiative geared toward operational excellence.• Oversee overall financial management, planning, systems and controls.• Management of agency budget in coordination with the Executive Director.• Development of individual program budgets• Invoicing to funding sources, including calculation of completed units of service.• Payroll management, including tabulation of accrued employee benefits.• Disbursement of checks for agency expenses.• Organization of fiscal documents.• Regular meetings with Executive Director around fiscal planning.• Supervise and coach office manager on weekly basis. Show less

Led the design, implementation, and maintenance of a large-scale data center infrastructure for a Federal Government Data Center Project. Collaborated with stakeholders, including government agencies and contractors, to ensure that the system met their needs and complied with relevant regulations and standards.Worked closely with the project team to gather requirements and develop technical specifications for the data center infrastructure. Oversaw the installation and configuration of… Show more Led the design, implementation, and maintenance of a large-scale data center infrastructure for a Federal Government Data Center Project. Collaborated with stakeholders, including government agencies and contractors, to ensure that the system met their needs and complied with relevant regulations and standards.Worked closely with the project team to gather requirements and develop technical specifications for the data center infrastructure. Oversaw the installation and configuration of hardware and software components, including servers, storage devices, networking equipment, and security systems.Coordinated with vendors and contractors to ensure that the equipment was properly installed and integrated into the data center environment. Provided technical guidance and support to system administrators and network engineers, helping to troubleshoot issues, perform root cause analyses, and implement solutions to improve system performance and reliability.Managed project timelines, budgets, and resources. Developed project plans, tracked progress against milestones, and identified and resolved issues and risks. Led project meetings and provided regular updates to stakeholders to ensure that everyone was informed and aligned.Technical Skills:Hardware: Servers, Storage Devices, Networking Equipment, Security SystemsSoftware: Operating Systems, Virtualization Software, Backup and Recovery Software, Monitoring and Management ToolsProtocols: TCP/IP, DNS, DHCP, SSL, FTP, SMTPProject Management: Agile, Waterfall, Scrum, Project Planning and Execution, Risk Management, Stakeholder ManagementCertifications: [List relevant certifications, if any]Overall, my experience as a System Analyst/Project Coordinator for a Federal Government Data Center Project required a combination of technical skills, project management expertise, and collaboration with stakeholders. Show less