Gary Chan Email & Phone Number

San Jose, Ca, Us

Led global IT infrastructure, endpoints, and support services to scale with rapid growth and maintain service excellence.- Global IT Transformation: Scaled a start-up IT team into a 24/7 global operation, providing comprehensive support to employees worldwide. Managed a robust network and XaaS infrastructure to support Zoom’s hypergrowth, through IPO and the pandemic.- Innovation in Product Development: Partnered with Engineering to develop GenAI and advanced contact center features within Zoom’s product suite, empowering internal teams and enhancing customer experience with seamless, efficient IT self-service.- Security and Compliance Leadership: Collaborated with the CISO to drive compliance with NIST CSF, SOX, SOC, and FedRAMP, strengthening Zoom’s security posture. Streamlined incident response, reducing resolution time by 50%, and achieved 95%+ endpoint compliance within 90 days through an upgraded vulnerability management program.- Optimized IT Performance: Automated access controls for seamless onboarding/offboarding, deployed self-service tools that deflected over 50% of support tickets, and established a cost-effective hybrid support model leveraging onshore and offshore teams to optimize speed and service quality.- Cross-functional Process Improvement: Enhanced business processes, including new product introduction, business continuity, vendor consolidation, and initiatives to boost employee productivity.

San Jose, California, Us

• Collaborated with business leadership to formulate IT vision and led a global team of director, project managers, analysts, and developers to develop, implement, and support all business applications including Salesforce and Oracle ERP• Owned IT internal processes including SOX compliance, project management, and vendor management• Transformed quote-to-order process to reduce time-to-market and shortened quote turnaround time by automating order creation• Implemented a new project management framework and improved on-time and on-budget project delivery• Key projects: M&A, financial forecast, revenue recognition, eCommerce, and Oracle Cloud

San Jose, California, Us

• Responsible for company-wide IT infrastructure and operations including service desk, data centers, security, cloud operations and network support• Revitalized team and coached new leaders• Established off-shore team to deliver 7x24 support to users• Modernized systems including Box.com, Exchange Online, Webex, Tableau, and Flexera• Hardened security systems and strengthened related processes• Reduced cost by 22%

Austin, Texas, Us

• Led global team to deploy Teradata data warehouse and business intelligence applications including SAP Business Objects and MicroStrategy Cloud to 10,000 users worldwide• Partnered with cross-functional business and IT groups to successfully drive analytics into operations, e.g. enabled executives to better manage business by using KPI (key performance indicators) dashboard and helped factories to uncover causes of material loss by integrating disparate data from multiple systems into one data warehouse• Developed social strategy and deployed social applications (Salesforce Chatter, Google Search, Liferay, and Microsoft SharePoint) to improve productivity of employees and to increase speed of business execution

Austin, Texas, Us

• Deployed Service-Now.com (SaaS-based service management application) to over 70,000 users worldwide in 6 months. Enabled users to easily request IT and HR services while providing management an effective way to manage service level and support resources• Led global team to optimize IT operational processes based on ITIL standard

Austin, Texas, Us

• Created offshore IT support groups (call center and operations) in Mexico and India. Reduced IT cost by $1.5M annually• Led IT infrastructure team to successfully integrate a $10 billion acquisition and provided a seamless Day 1 experience for over 25,000 new employees worldwide• Consolidated Microsoft Exchange email systems and reduced email service cost by half while improving service level to over 50,000 email users worldwide• Managed and negotiated global software and support contracts: Microsoft, Oracle, Symantec, etc.• Re-engineered applications and processes for SOX compliance

Austin, Texas, Us

• Managed 7x24 user support services, data center, and network operations to support enterprise applications: BaaN ERP, Microsoft SharePoint, Microsoft Exchange, Microsoft Active Directory, Oracle, Microsoft SQL, OutlookSoft, Microsoft BizTalk, Agile, Kronos, and various manufacturing shop-floor applications• Implemented Open Source data center monitoring application to improve system uptime• Consolidated servers in data center. Reduced annual operating cost by $720,000• Represented IT in M&A due diligence and led IT system integration projects

• Created team to build and to maintain data center, global network, IT applications, phone systems, and support 800 users in 6 manufacturing facilities (Northern and Southern California, Texas, and Scotland)• Built global network to connect all facilities into HQ data center• Implemented 4th Shift ERP to integrate accounting, procurement, and worldwide manufacturing operations• Implemented Lotus Domino to provide a single platform of workflow and email services

• Led team to provide technical support services to resellers and consumers on our line of PC peripheral boards and computer systems• Provided pre-sales product demonstrations and post-sales support to customers• Trained new technicians and sales team• Developed technical support documents and product specification sheets