2nd and 3rd level IT service delivery for internal staff covering 16 countries with 1000+ users across Asia Pacific as well as over 7000+ users globally.Planned, installed and maintained Intel based IBM and DELL Servers in 16 countries in Asia PacificAdministration of RSA SecurID for users globallyProven ability to Identify single point of failures and its remedial solution to regional IT ManagerManaged office relocations in Singapore, Indonesia, Taiwan, Vietnam, Brisbane and Sydney.Installed and configured WSUS Server providing OS updates for 1000+ machines in Asia Pacific.Deployed and configured regional network monitoring tools ensuring servers uptime.Designed, installed and maintained data replication between 15 regional offices back to Sydney via DFS.Updated and configured backup server and its retention policy for Sydney office.Installed, maintained and administer VMWARE ESX/I Servers in Sydney, virtualising test servers for software development and production servers for SOE development via MDTCollaborated in the creation of a global hardware standards on Laptops and DesktopsEvaluated and coordinated IT assets prior to procurement.Contributed in global naming standards on IT assets.

1st level IT service delivery for internal staff covering 16 countries with 1000+ users across Asia Pacific as well as over 7000+ users globally.1st and 2nd level support for 5000+ agents around Australia as well as 60000+ agents over 35 countries across Asia Pacific.Scheduled and validated agent primary and backup WAN connectivity in 30+ countries across Asia Pacific.Administered Avaya IP Telephony system and modular messaging for 16 offices in Asia Pacific.Trained 5+ Help Desk support staff in Australia and Manila.Chaired conference calls to resolve network and system issues during fault incident. Instrumental in remedial solution for agent host to host system integration in Malaysia, Brunei and Australia.Evaluated and performed UAT tests on upcoming version of money transfer software.Delivered daily network status report to IT management.Validated system readiness to support multiple marketing initiatives in Australia.

Processed send/pay transaction for 5000+ Australian agents.Coached 40+ Customer Service Representative (CSR) in a call centre environment.Developed Knowledge Management Site (KMS), deployed in three centre of excellence (USA, Costa Rica and Australia) which resulted in 50%reduction in CSR re-training.Acted as a liaison between customers, agents on transactional inquiries.Pioneered Money Order management and refund process.Investigational support for USA’s Office of Foreign Assets and Control (OFAC) in Asia Pacific.Examined transactional issues that requires financial adjustments and provide recommendations to Operations Manager.Involved in the global re-design of To Send/Receive Money Form.Agent account Administration for 35+ countries in Asia Pacific.