Nicholas Chua Ching Hin Email and Phone Number

Performing on a role of service management and ensure customer first and always be ahead.

Managing wholesales direct customers such as NTT, TM, and N2N together with BT and Huawei are challenging as all are big scale network operators and also service providers in Malaysia.customer management on this scale must then build trust with the customer to ensure that all contracts must be agreeable for both parties in terms of SLA or SLG.

Working on Enhancement Project for CIMB.

Planning and Managing ProjectsNDA for the time being..

• Improved helpdesk and monitoring operation productivity by more than 20% by introducing parallel process flows which met business (KPI/SLA) requirements.• Successfully locked down an order with customer with a MYR 680k value worth of network devices upgrade.• Enhanced proficiency in presenting reports for customer preventive maintenance report by utilizing Power BI and Microsoft Excel to automate the tools used.• Successfully brought in business project leads for company worth MYR 5.5 Million over 5 years for work in:-Technical refresh, software/Firmware/Hardware upgrading, relocation works, disaster Recover setup (CoVID-19 situation)• Ensured positive client satisfaction and relationship by managing customerexpectations and built stronger bond/good rapport with customer operational,enterprise and engineer team.• Assumed helpdesk manager role in conducting interviews for hiring helpdesk &monitoring agents and reduced attrition in these positions by:- Introducing a buddy system to tag along experience staff and new (3 months)- Implemented a reward/penalty system (monthly KPI achievement)- Initiating team building and get together dinners- Planned and executed technical knowledge refresher program (half yearly)• Conducted operation cookbook for helpdesk team and perform stand up training forthe team to be synch and run the operation smoothly.• Assumed incident management roles by working on post incident report forcustomer by learning through pass experience and critical thinking skills on solvingchallenging situations.• Triggered automated (availability/utilization) reporting via SevOne tools to deliver tocustomer which minimized human intervention.• Applied an automated tool from SevOne for customer operation team to ease theiranalysis and review which improved efficiency and reduced 30% manual processwhich enhanced their backup and enabled them to support more workload.

Enhanced security to minimize sabotage issues and improved operation productivityby more than 30% by introducing Websphere Application Server secure login.• Successfully implemented project of upgrading Websphere Application Serversystem within the allowed timeline from version 5 to version 7.• With the all-management level and users support, successfully assisted the businessto re-conciliate the discrepancy in license usage from 50% until 90% of the accuracyby using IBM license matrix tools (ILMT)• Assumed full responsibilities for Al Rajhi Bank’s Production, Pre-production and testsystem to ensure seamless & well maintenance of the system in operation.• Design and implement innovative idea to automate the system to be moreproductive by meeting users’ satisfaction.• Meet with Wintel and AIX engineers to work together on update and upgradepatch/bug fixes to improve server performance.• Maintain and upgrade the security of Websphere Application Server platform tomeet the Bank’s security policies and requirements.• Continuous learning and upgrading of knowledge on setting up the IIS for ASP pageand handling the current production system that are using ASP.• Perform quality audit led to investigate (by using ILMT - IBM License Metric Tool)and provide solutions to resolve the over/under utilized product licensing to meetthe business need.• Perform backup management for Al Rajhi Bank (by using TSM – Tivoli StorageManager) The backup frequency is defined into daily, weekly, and monthly by usingTAPE library.