Frank Lim Email & Phone Number

Irvine, Ca, Us

Irvine, California, United States

I currently work to support overall process improvement for all ITSM processes while coordinating with our ServiceNow account team, ServiceNow platform owners/developers/engineers, 3rd party integration engineers, and Ingram Micro global Stakeholders. Current focus is on Configuration Management (CMDB) and IT Asset Management (Hardware and Consumables).As the Configuration Management (CMDB) Process Owner, I served as project delivery manager for the CMDB Improvement Project in 2Q 2022. Created the Business Requirement Document and Technical Requirement Document for the project. I worked with the ServiceNow Admins, CMDB operations team, and CI Owners to complete the project at the end of 4Q 2022. Worked with the CMDB admin to remediate long standing CMDB issues, developed monitoring and tooling, and worked with the ServiceNow developer to create a new CMDB integration for FortiNAC. In 1Q 2023, I took over primary CMDB admin duties and still serve in this role now. I work with stakeholders and CI owners to integrate new CMDB data sources for Axonius, Google GCP, AWS, and MS Azure Cloud.Also serving as Project Delivery Manager for our ServiceNow IT Asset Management implementation, translating business requirements into a global process. Primary Process Owner for end to end ITAM process development and integration with CMDB.As ITSM analytics and reporting SME, I identified the opportunity and then managed a project to migrate all reporting and analytics from a 3rd party vendor to in house ServiceNow Platform, thereby reducing operational spend by $260,000 per year, with no additional ServiceNow subscription fees. This required collaboration, coordination, and survey feedback from the Executive Leadership Team all the way down to the front line support associates. This included creating an innovative solution called Change Credit Score which is based on 7 risk factors which is to be integrated into our change impact analysis.

Irvine, California, United States

Primary process owner for Incident Management and Problem Management, supported the Change Management Process as a CAB approver and Change Request analyst, and served as Delivery Manager for CMDB process, tooling, and monitoring improvements.Worked as a process delivery manager with our analytics vendor to configure, test, and validate 5 AI/ML predictive analytics dashboards for Change Management, Request Management, and Incident Management. Also developed reports and dashboards for many business units per their business requirements.Produced and presented ITSM global performance analysis every 6 weeks for the CIO, CDO, Global VPs, and Global Executive Directors with a focus on attention to detail and strong presentation skills. I then created a job aid and performed knowledge transfer to junior ITSM members so they could take over these Executive reporting duties. Coached the junior members on how to handle the pressure of presenting to executives.Stepped into the role of Primary Problem Management Process Owner in 3Q 2021. Addressed and resolved 120+ outstanding aging Problem tasks and issues dating back to early 2020 by developing remediation action plans with regional Directors and Management, successfully eliminating all backlog by 1Q 2022. Developed a Problem dispute process to handle instances where support team(s) would not accept ownership or failed to document Problem records before they were presented in our 2x weekly Executive Problem Review Board. The audience included the VPs and Directors of all the global infrastructure support teams.As CAB approver and Change Request analyst, I supported a Change Request volume of 40,000 changes per month with greater than 99% success rate. I also led the initiative to improve change request process for documentation around implementation planning, pre-deployment testing, post-deployment testing, and backout planning.Served as Co-Editor-in-Chief for our Global Corporate ITSM training program.

Anaheim, California, United States

Primary duties include ITSM Analytics and Reporting, Change Management Process Owner, Incident Management Process Owner. ITSM Analytics and Reporting responsibilities included aggregating, analyzing, validating, and presenting on the entire portfolio of SLAs, KPIs, and Metrics.

Orange County, California Area

Customer facing and responsible for maintaining the overall relationship of my assigned commercial and government enterprise cloud managed application services customers. I serve as a primary operational contact between the IBM Sales and Operations teams, and the Customer’s operations support and management teams for all day to day operations, projects, and incidents. I am responsible for the overall client experience and customer satisfaction. I also provide customer communications, triage, and escalations for incident management. • Increased the customer satisfaction rating of a premier hosting Customer ($200M account) from 1/10 rating, when I was assigned the account, to 9/10 a year later. Chaired a daily status call and provided an open dialogue of prioritized issues and trouble tickets then drove all issues to resolution with IBM, Customer, and Vendor stakeholders.• Maintained a perfect 100% change management success rate, year over year, for 5 years. Processed over 450 changes per year for my assigned accounts.• Achieved 99.99% service level metrics for network and system up time. • Work closely with the technical teams for all my assigned Customers in providing timely, proactive, and reactive support of all managed hosting and cloud application services including change management activity, routine maintenance, special projects, incident management, vulnerability remediation, and post outage review.• Meet with Customer Executive Management, Technical Directors, and Operations teams monthly to review service metrics, performance, SLA violations (if any), and Sales opportunities. • Adept at developing effective policies and procedures, project documentation and milestones, and technical/business specifications. • Create, update, and maintain all documentation related to the client account in Service Now including customer specific knowledge base articles, support matrices, inventory, network diagrams, billing, and play books.

Orange County, California Area

I am responsible for maintaining the operational relationship between my assigned commercial and government managed hosting Clients and IBM Hosting Operations. I serve as a liaison between the Operations Support Team and the Customer’s IT support and Business management teams for all operational processes, issues, concerns, and projects. I am accountable for overall project, incident, and change management and I am accountable for the client experience.Key Contributions:- Provide oversight and change management for the migration of all of my accounts during the transition from AT&T to IBM Operations tool set.- Work closely with the technical teams for all my assigned Customers in providing timely, proactive, and reactive support of all managed hosting and cloud application services, including change management, special projects, and incident management.- Conduct daily, weekly, and monthly status calls for all Customers depending on the needs of their business.- I am on the Change Approval Board, I review and approve all changes for all US Restricted Government Customers.- Present technical and procedural recommendations to customers and/or vendors for consideration- Facilitate post-outage reviews, manage Service Incident Reporting, development and delivery of Root Cause Analysis to IBM management and the Customer.- Track and report service and security remediation plans to IBM Management and the Customer Business Managers. Reduced open security vulnerabilities of all assigned accounts by 95%.- Assist in developing, managing, and maintaining all documentation related to the client account (Playbooks, Service Now, customer-specific Knowledge Base articles, etc.)- Serve as an Administrator for IBM’s interface into AT&T’s Business Direct portal. Manage and maintain user accounts across the Enterprise.

Irvine, Ca

Provided 1st and 2nd Tier support, coordinating timely resolution of problems related to network and systems platforms. Involved in consulting with clients, hardware and software vendors, and the networking (WAN/LAN) support groups. Provided direct technical support for all products delivered in a 7x24 hour environment. Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques for servers, LAN/WAN, voice or video networks. I performed system administration, system tuning, problem analysis and hardware/software upgrades. Develop administrative policies, documentation, and procedures to ensure that company assets are properly maintained and operated. Install and configure servers and network components. Performed testing and established system acceptance criteria. Interfaced with management, team members, internal/external customers, and a variety of vendors to ensure a quality network and customer satisfaction. Completed documentation needed for inventory and installation planning. Knowledge and experience of networking test tools for DS-0, DS-1, DS-3, OC-x, copper and fiber test meters, and a network protocol analyzer. Key Contributions:-Served as an Internet Abuse Administrator. I provided initial investigation and support for complaints in an Enterprise data center environment. -Served as an Operations Surveillance Center Shift Lead. Responsible for training fellow OSC members on my shift.-Developed documents for Methods and Procedures in OSC operations in an Enterprise network operations center.-Performed network infrastructure installation, configuration, management, and support from the ground up of an Enterprise Data Center build out.-Customer facing systems and network support.