Michael T. Email & Phone Number

Hong Kong

Hong Kong

Hong Kong

Direct reporting to group CTOGroup IT Infrastructure and Operations Management Group IT Service Management Processes Improvement- Enhance IT infrastructure security to protect against cyber threats.- Improve operational visibility to identify potential issues - Increase operational efficiency by streamlining processes.- Ensure system reliability by implementing effective disaster recovery and business continuity plans.- Focus on cost savings by reducing complexity and automating tasks.- Evaluate the current IT status to identify areas of improvement.- Develop an IT strategy roadmap that aligns with business objectives.- Assign success indicators to specific goals and objectives.- Establish a system for monitoring work progress annually.

Direct reported to COO and VP of TechnologyManage IT department operational and strategic planning, including business requirements, project planning, and organizing allocation of resources. Lead a top-performing team of 20+ to include ServiceDesk, Business Relationship Managers, Business Analyst and Project Manager to support all aspects of business units, sales, marketing, and technology operations. Identify and define IT enterprise architecture, including standards, technology, data, processes, functions, and capabilities to develop focused IT policies and cloud strategies with technology and application roadmaps that leverage opportunities to improve efficiency and optimize costs, where possible. Develop and deliver reports to COO in HK for informed-decision-making. Key Accomplishments:• Reduced tech support backlog from 8,500 to 500 executing root cause analysis, delivering effective solutions, and hiring engineers to follow the new procedures and checklist to clean up the backlog.• Increased customer satisfaction from 20% to 94% by lowering 1st respond time to ticket from 10 days to 3 days. • Augmented resolve rate from 20% to 60% by rewriting Business case standard and lead the information systems change control board and incident protocol.

Hong Kong Sar

Direct reported to CIO in SeoulDirected global infrastructure and global service operations management total 15+ staff, and supervised 14 direct operating countries service partners while administrating regional and global budget of over $50M. Collaborated with global business units to review the current operation process and bring in new technology to improve the operation efficiently and productivity. Developed IT policy and service operation guideline for IT teams and partners while ensuring compliance with local regulations worldwide. Performed cyber security assessment, setup IT governance for regional IT operations, and implemented ITSM tool, operation management and event management. Conducted monthly Infrastructure and Service Operation meetings with Global IT & IS teams as well as scheduled weekly meetings with CIO, IT Project Governance, and Global IT teams to deliver roadmaps that leverage opportunities to improve efficiency and optimize costs, where possible. Provided on-going strategy and planning for IPAM, multi-cloud data centres and regional offices secure connections stabilization. Key Accomplishments:• Established IT governance for regional IT, Global IT Service Management and Operation Management software launch, data centre relocation, business contingency systems implementation and deployment, e-learning systems deployment, global budget and vendor management.• Uncovered and resolved potential risks while improving the performance, reliability, and security of the applications.

Hong Kong, Hong Kong Sar

Direct reported to IT Director in Hong KongSupported regional applications including ERP, BI software, HR systems, mobile payments, content delivery platform, ecommerce and social networking platform integration, customer experience software and tailor-made programs and workflow systems. Implemented DR for POS and ERP, e-learning, Digital Workplace (O365), RPA trial for Finance AR, Store technologies and loss prevention technology such as offline POS, stock count solution, traffic counting, video analytics.

Hong Kong Sar

Direct reported to Head of Finance, Functional reported to CIO in NYManaged a staff of six engineers and established contracts with 15 service providers while administrating a budget of $30M. Delivered direct reports to Head of Finance, and functional reports to CIO in New York for informed decision-making. Developed PacRim IT operation plan, project calendar. Performed IT audits and PCI compliance and fixed all issues.Key Accomplishments:• Selected and Implemented ERP/POS/eCRM/CDN/CDP/eCommerce/Reporting tool/Data Centre/Disaster Recovery Site/MPLS integration solution systems in China and Hong Kong.• Implemented seasonal electronic order systems to generate hamper sales revenue to double digits growth.• Assisted Marketing team to setup CDN in China and increased active VIP from 500K to 5M+.

Direct reported to Finance DirectorSupervised five engineers and contracted with 10 service providers while controlling $20M budget and delivering reports to Finance Director. Managed information systems such as MS Dynamic AX, POS systems, table management systems, fitness and recreation, training course booking systems, membership systems, facility systems, website, and IOS App systems. Introduced an innovative design and secured membership club website and IOS App, club members do online restaurant table reservation, training course, and sport recreation, integrated club with ERP, restaurant systems, event systems, membership and facility systems. Implemented information systems disaster recovery solution at data centre. Selected and migrated all information systems and storage onto virtualization platforms, and upgraded to MS AD 2008, MS File & Print server 2008, Exchange server 2010, Symantec HA, MS SCCM, Firewall and LAN Switches migration project. Conducted research and implemented document management systems project to save physical storage space and easier to search documents.Key Accomplishment:• Led business to re-develop and launch club website to connect all members and make online restaurant and fitness recreation booking, membership updates. • Developed and delivered Data center disaster recovery, data center server consolidation and virtualization strategies.

Direct reported to IT DirectorLead systems and network engineers, contract with 20 service providers Manage all IT infrastructure related activities for a given region or country by liaising with the Global IT Services teams and supporting Regional Service Manager to drive sensational regional IT Service delivery. Lead footfall counting systems implementation project at all HK, Macau and China retail stores Nominated Burberry Asia Icon Awards 2009 – PURSUE OPERATION EXCELLENCE Winner of Burberry Asia Icon Awards 2011 – DIGITAL

Hong Kong Sar

Direct reported to IT DirectorLead systems and network engineers, contract with 5 service providers Ensure coordination, management and smooth running of the IT service including input into service planning and implementation of new services, and application of StandardsMaintained HP UX Trading systems, and Oracle systems database, tailored made POS, sale through, and WMS, HR systems Implemented Hornbill service desk systems Migrated to a cost-effective global data network provider, and disaster recovery site in Hong Kong Implemented SAP Infrastructure solution project, and supported SAP Consultants on MM and NSP data extraction Worked with consultants to rollout ERP systems in China Lead Cisco IP Phone systems implementation project at HK contact center as Asia customer service center

International Hospitality Management, Hospitality Administration/Management

Msc, Information Technology Management, Merit