Felix Woo Email & Phone Number

Orchestrating day-to-day IT operations with a focus on optimizing Microsoft Azure, Exchange, SharePoint, OneDrive, Intune, SAP, and ServiceNow. Spearheading the management of crucial infrastructure components, including Cisco switches and WIFI, to ensure robust and seamless IT functionality.

Bracknell, England, United Kingdom

IT service desk managements deliver end-to-end IT Service and also joined Global Infrastructure Service – Technical Team. Handle comprehensive user client computer management and application transformation projects such as O365, SharePoint, OneDrive, MS Teams migration. In charge of Intellectual Property project, successfully implement Data Loss Prevention (DLP) globally involve 31,000 computers.Key Responsibilities/Achievement● Responsible daily end-to-end IT Service Management as user single point of contact and escalations.● Created IT Service Management Plan, Roadmap and ITSM Strategies.● Supervised an IT Team of 10 member’s performance, ensure deliver consistent ITSM End-User Support.● Monitor and Control ticket status “Incident Ticket”, “User Request” and “Change Request”. Ensure fulfil agreed pre-defined KPI and SLA align with business goals and fulfil user expectation.● Analyse ticket issues trends and patterns, streamline resolution. Implement remediation in advance, reduce likelihood of recurrence in advance.● Established user manual, guideline and training regularly (new hire onboarding training). Improved overall user productivity and increased cyber security awareness. ● Collaborate Corporate IT Projects, System implementation and Applications rollout from planning to closing.● Oversight day-to-day IT Infrastructure operation equipment servers, networks, storage, software and service. ● Effective Communication / Reporting between stakeholder and Technical Team. ● Manage 3rd party suppliers and vendors outsourcing service. IT Assets & Service Catalogue Management.● Motivated Team member and encouragement, Leading Team success and achieve company goal together.● Responsible Remote Sites (Swindon, Ireland Limerick and Cork) and Home office, provide ITSM service and support, make sure business as usual (BAU).

Hong Kong Sar

Led IT Service Desk team of 10 IT staff in 9 different locations (HK, Shenzhen, Shanghai, Beijing, Suzhou, Taiwan, Singapore, India and Thailand), consist of Sales Office, Manufacturing, R&D and Warehouse. Provide IT Service Management (ITSM) service and support over 3400 users and client computers. Key Responsibilities/Achievement● Responsible APAC sites daily end-to-end ITSM End-User support and request.● Monitor and Control Team’s performance, service quality KPI and SLA. ● Oversight APAC sites day-to-day IT Infrastructure operations (servers, network, storage and service) activities.● Managed Corporate Project Rollout - System Migration, Integration and Software Implementation.● IT Compliance, IT Audit and manage Software Licenses.● Factory Thin Client, Terminal Machine routine support and maintenance.● Cyber Security WannaCry, Windows Patching Remediation and Prevention.● Intellectual Property – USB Storage Drive Blocking Solutions.● Design and Setup APAC Logistics Center – Integrated with DHL WMS align business need.● When I joined the company only three sales offices, in 8-year time business growth rapidly I managed to setup twenty breach offices across the APAC region.