James Hon Email and Phone Number

Managed a global business relationship function supporting CTOs, CIOs and business units across the Americas, APAC and EMEA. Business units include Global Information Security, Corporate Workplace, End User Computing, Data Center, Storage and Enterprise TI (Global HR, Corporate Investment Group, Legal Compliance and Regulatory Relations Technology, Enterprise Data Management, Risk and Treasury Technology). Aligned technology strategies with lines of business, CTOs, CIOs and technology functions across the bank. Managed TI portfolio of Network Infrastructure projects including demand management, risk management, project prioritization and capital forecast & expense.

• Manage all aspects of IT infrastructure in the corporation, including Servicom call centers and Vitel Cable businesses.• Manage Tier 3 and Tier 4 data center operations.• Manage Cisco Firewall Appliances at each center, as well as secure access to our vendors and clients network.• Manage Cisco Unified Contact Center Enterprise.• Oversee PCI DSS Compliance security audits.• Manage all aspects of software licensing, hardware procurement, and external service providers.

Led 9-person team in providing advanced-level technical support for workstations and thin clients to 1.5K associates in more than 55 sites across North America. Oversaw system security, remote connectivity, patch management, system deployments, as well as hardware upgrades and repairs. Coordinated management of hardware assets, including desktops, laptops, thin client devices, and printers. Collaborated with technical experts to identify problems, perform root cause analysis, and remedy internal customer concerns. Prioritized work flow and allocation as well as IT projects to ensure fulfillment of service level standards. Cultivated relationships with technology vendors. Planned and managed $2M annual operating and capital budget. Trained and mentored technical staff.Key Achievements:• Technology Refresh: Selected to spearhead massive technology refresh project for more than 2.5K global workstations. Completed hardware needs assessment and initiated sourcing and procurement activities. Defined hardware and software configuration for each unit for drop shipment to each location. Coordinated transition of data to new equipment and oversaw end-user training initiative. Directed recycling and disposition of old equipment through internal and vendor channels.• Printer Consolidation: Led project to centralize management and distribution of all printers enterprise-wide. Transformed management process for 480 leased printers at corporate headquarters with expired contract. Orchestrated nearly 50% reduction in number of printers through elimination of personal inkjets and deployment of multi-function color printers and copiers.

Directed team of 3 IT professionals to provide technical support services to 325 associates at 4 sites and 3 data centers across Canada. Devised and executed strategies to facilitate compliance with stringent Sarbanes–Oxley (SOX) requirements. Prepared project plans and led teams to enhance performance of workstations, networks, PBX systems, VoIP capabilities, security and anti-virus measures, Citrix support, and data backup and recovery. Managed and maintained IT infrastructure to meet standards for performance and availability. Administered $1.2M operating budget.Key Achievements:• Selected to Change Management Team to evaluate change requests and to establish after-hour maintenance regimens.• Delivered cost savings and service improvements through negotiation of contracts for long-distance and WAN services, computer hardware leases, and telephony equipment support.

Oversaw network connectivity and performance for 4 Canadian sites using both LAN and WAN technologies. Structured network alerts and monitoring solutions to provide real-time network management capabilities. Created backups and performed enhancements to switches and routers to reduce latency and jitter. Researched and selected emerging technologies for integration into IT infrastructure. Conducted solution testing and deployment.Key Achievements:• Named to Good Laboratory Practice (GLP) team to evaluate, approve, and document laboratory change requests to IT systems and equipment.• Defined quality of service (QoS) standards on Nortel Passport Core routing switch to optimize WAN in preparation for use of SAP applications, which averted requisition of additional bandwidth.Managed and maintained servers and backup systems in Windows-based environment. Interfaced with corporate networking teams to identify and resolve on-site network issues. Coordinated installation of new software programs to client workstations. Directed end-user training programs for new applications.Key Achievements:• Designed and implemented new data center to supplement technology operations at Canadian headquarters. Collaborated with construction contractors and technology vendors to execute project on time and within budget.• Led construction and launch of Citrix farm using blade technology to host vital SAP application and to offer full redundancy to eliminate single point of failure.

Hired as Development System Analyst to create statistical analysis modules for R&D group. Promoted in 1993 to manage Windows network, including network accounts and security. Led network upgrade from 10Base2 to 10BaseT backbone.