Regional IT Infrastructure & InfoSec Manager - APAC, I oversee among others the following; 1. Infrastructure – Implement efficient and effective design and delivery of Infrastructure solutions consistent with business goals, risk tolerance and IT standards. Responsible for architecting roadmap for 3- & 5-year outlook. Responsible for Infrastructure asset and inventory management to support refresh plans and spend forecasting. Leverage capacity management to forecast growth for the region.2.InfoSec – Accountable for securing all Infrastructure assets through a disciplined patch management program and in conjunction with the Global IT InfoSec team. Support Global InfoSec audit,policies & procedures for the region. Assess current technology architecture for vulnerabilities, weaknesses and for possible upgrades or improvement. Implement and oversee technological upgrades, improvements and major changes to the information security environment. Coordinate and execute activities and tasks mandated by the Global Information Security team.3.Service Delivery – Govern Managed Services Provider's services delivery of desktop support, IT services desk, and VIP support functions to ensure optimal service and compliance with SLAs. Provide ownership of critical incidents and ensures proper coordination between resolution parties and effective communication between stakeholders for post-incident reviews. Develop a deep understanding of projects to gain insights into the scope of service delivery and advises project managers to ensure proper handover is done from project to ongoing support. Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization and addressing future demand.

RESPONSIBILITIES:-Supporting 5 different countries in ASEAN including managing the objective of support staff/people management in the regional cluster.-Supporting approximately 1165 users, 2000 computers,50 printers, Skype for Business , PA-BX, Mobility devices, support for Small to medium servers(approx.10),storage, backups, networks, O365, OKTA, Zscaler, Digital Manufacturing for each country-Responsible for the Vulnerability management of IT systems in APAC as well as driving the remediation works to comply with the Cyber Assurance requirement.-Change advocate for the Digital Journey/Transformation -Liaising with the business stakeholders and office managers to ensure the requirements are being met through maintaining organization IT policies and standards-Managing the IT team for the region by providing leadership and technical support-Vendor management for support requirement and contract renewal-Monthly report report on the state of IT in each country - both operational and Project deliverable -Providing executive support to the business leadership team and act as an escalation point for my team-Solutioning regional specific Infrastructure requirement for Real Estate & Facilities needs, Divestiture & Integration programs-Problem management to ensure that ongoing issues are resolved in a timely manner-Asset and inventory management including purchasing of equipment through existing supply chain-Responsible for CAPEX & OPEX budget of the IT Infrastructure for ASEAN as well as YoY management objectives on cost measures -Carry out data analysis to capture key differentiation in persuading the stakeholders for any IT initiative that needs to be implemented.-Drive and implement Product & Agile Methodology across Demand, Project & Portfolio Management -Implement IT Infra solution to enable HR Transformation -Culture Coach for APAC in building key impactful culture within the IT community -Travel to provide support to countries within ASEAN

In this role I lead the operational support team, managing 1st & 2nd level support and assigned operational enhancement/projects for the ASEAN cluster. This includes but not limited to providing support across all SAP & non-SAP applications in the areas of Sales/Marketing,Supply Chain,Finance/Procurement & Manufacturing.• Application Support Delivery – Participate, analyze, and deliver business initiatives in accordance with business and IT priorities and annual budgets.• Business-IT Strategy - Promote and support the long-range IT systems plan consistent with business objectives. Support and facilitate the alignment of corporate IT strategy to business strategies.• Build Talent – Coaching and mentoring, develop staff with the needed functional and technical skills required to meet K-C’s growing application portfolio and changing technology needs.

As the Operations Manager, IT Infrastructure I am responsible for coordination and management of service delivery in the local office, through managing a number of Administrators and Senior Administrators and reporting back to the Director, Managed Services (Malaysia) on individual performance, efficiency and quality.Providing a local point of contact for both local staff and the Global Team Manager(s) in Brisbane, I am primarily tasked with managing:• SLA Compliance and Delivery• Technical Escalations and Assistance• Shift Availability and Rosters• Staff Queue Maintenance and Enforcement• Staff Performance ManagementManage staff in the Windows, Unix/VMWare Infrastructure, Database Administration and Network Communications teams in the Malaysia office, with consultation and coordination with the Global Team Manager(s) in Brisbane ( Windows, Unix/VMWare Infrastructure, Database Administration and Network Communications).

• Motivating staff to achieve high performance and strong teamwork.• Training staff to solve problems and think of innovative solutions.• Build work culture of professionalism, communication and discipline.• Team management in a fast placed and dynamic environment across various customers and technologies• Day-to-day team operations and incident/problem management• Involvement in day-to-day maintenance, break-fix support and scheduled work.• To ensure hardware/software applications and network components are operational.• Monitoring, tuning and performing trend analysis of the System/Network performance.• Contributing to the development of operational procedures.• Peer review for technical documents and adherence to standards.• Producing and acting on security violation reports.• Acting as the final point of escalation during escalations and unscheduled outages• Coordination of Managed Events• Responsibility for all escalations related the Windows Technology team• Team management, Resource scheduling and BAU operations• Review and customize monthly client reports• Provide Ad Hoc reports and contribution to Incident reports as required• Coordinate and/or execute Security Patching for the assigned Client Focus Group• Provide feedback and assist in the review and maintenance of technical standards and policies• Where appropriate, assist in the delivery of training to other technical teams.• Assist in the recruitment, selection and induction of new staff as requested by management• Approve call-out of external support, ie. Hardware vendors• Provide advice to other staff as requested• Assist in Disaster Recovery planning and testing

1.Responsible for Technical Content of the End to End Incident,Change and Problem Management Delivery.2.To provide technical leadership to engineers or delivery partner(s) who are providing technical service support for assigned business accounts. Technical service support includes platform,network and tools support3.Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to managements attention, where appropriate.4.Owner of Technical documentation libraries for responsible areas, ensuring compliance with internal standards, MAP and Security Audit compliance(SOX); also accountable for updating the Technical documentation. 5.Provide technical consultation as Subject Matter Expert (SME) for pre-sales pursuits and inbound projects.6.Develop project plans on resource requirements and schedules. Assist management in establishing project priorities and in allocating service delivery resources. Able to work within the constraints of project deadlines, schedules and priorities.7.Define or enhance technical, procedural and SLA compliancy, reporting levels of each area and action as required to meet or raise principle standards and value of the delivery services.8.Provide clear and unambiguous communication forums and channels across all Technology delivery agents to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and within the framework expected.EXPERIENCES GAINED:Experience in managing the Global offshore clients remotely and stabilizing the environment through ITSM compliance. Meeting deliverable of quality service to meet the high expectation of the customers.ACCOMPLISHMENT:Reducing the cost of operations by outsourcing support to 3rd party vendor for Tier 2 support. This is given back to the customer as cost savings pledge by HP.

1.Administrating and Managing Windows based server e,g NT4,Win2000,Win2003 and Administor of Citirix 4.5 servers2.Advanced level knowledge of Microsoft Active Directory architecture and all subcomponents including Directory Services, Securities, Sites/Subnets, DDNS, WINS, DHCP.3.Incident management:Attend to all Priority1 (critical) incidents; responds and resolves level2 incidents; escalate when not able to resolve within stipulated time; attend to service requests3.Participate in Change Management activities4.Manage core infrastructure services WINS, DHCP, DNS5.Actively participate and assist in DR/BCP activities,6.Participate in projects:Carry out performance management activities based on inputs from Level1 team.7.Act as escalation point for Level 1 team assist L1 team in all their activities8.Perform Hardware/Firmware upgrades and repairs 9.Provide Incident Report to on unplanned System/service downtime information10.Prepare RCA for all the business critical incidents.11.Assist business with User Acceptance Testing, creating test scenarios and ensuring systems are tested thoroughly according to business requirements.

RESPONSIBILITIES:1.To attend to customers from UK requesting to carry out job or a request pertaining to the systemapplication that they use to perform daily business critical task.2.Troubleshooting and analysing technical problem posed and solve them using the various tools.3.To assess the criticality of a case being put forward by clients and determine the impact it has onbusiness4.Lead and conduct Knowledge transfer for technology such as Active Directory,SMS,Citrix,VNC,Exchange Administrator 5.5,SAP (CRM,BW,R/3) and also custom build infrastructure(NGDT)5.Lead and conduct transition/knowledge transfer for existing Service Desk infrastructure setup from UKto Malaysia6.To understand and evaluate SOP/SOW and RACI for operations migrated from UK to Malaysia.7.To adapt and improve existing Network architecture in having support in Malaysia access to criticaltools residing in UK.EXPERIENCE GAINED: Working in a service desk environment where clients are from the other partof the continent was a great experience in terms of technology, culture and expectations. The exposuregained was invaluable as I was able to adapt to the globalization of the service desk operations in theBPO industry.ACCOMPLISHMENT: Transitioned the Service Desk from UK to Kuala for the Level 1 and 2 DesktopTechnology support successfully within 2 weeks. By the 3rd week ,the operation was seamless fromKuala Lumpur as far as delivery is concerned. The successful transition meant a significant cost savingto the customer and the organization.Project Name: Brakes(Transition from UK to Kuala Lumpur)Client: Atos Origin UKDuration: 29th July to 14th September 2006Role: Lead/Service Desk Analyst 2nd LevelTeam Size: 6Software and Platform: Window 2003,Windows NT, Active Directory, SMS, Citrix, VNC, ExchangeAdministrator 5.5,SAP (CRM,BW,R/3)The project involved shifting the existing account that is being managed by the service desk in UK toMalaysia

RESPONSIBILITIES:1.Providing Customer Service assistance to clients in regards to the organization's home shoppingbusiness.2.Resolving problems that are being brought up mainly being delivery of products, returns, and anyother service related queries3.Leadinng the Customer Service agents by managing and supervising support staffs during our peakseasons.4.Attend to escalation or difficult customers and assists others support staff handle the same in theabsence of a Line Manager on duty. 5.Managing, resolving and processing back office duties whichincludes working closely with the Tracking, Collections and Returns Department during peak businessneeds6.When required due to business needs to handle matters in the Collections Department as an Analystin making outstanding collection of funds from customers when there has been a failed transaction inour Electronic collection system.7.To train support staffs on the roles and responsibilities in areas which requires my experience andexpertise.8.Maintaining achievable performance weekly to measure the expectations are always met andimplementing new procedures for customers service to enhance a better quality service overall.EXPERIENCE GAINED:Learned to work with people from all levels in the organization and obtained the requiredcommunication skills which is necessary in any organization. Learned to adapt to different challengesfaced daily in a customer service organization. Garnered the confidence to work with minimalsupervision.ACCOMPLISHMENT:In most scenarios I have resolved 98% of the customers issues on the first point of contact in line withour Customer Service policy that is in place. Grown my confidence in being able to handle one of themost demanding customers in around the globe. Been awarded outstanding support staff for a totalof four times in the organization due to the excellent overall performance in engaging my duty at SitUp.Ltd.