Nixon Adam Daniel, Mba Email & Phone Number

Singapore

Responsible for managing Kyndryl Service Desk & Deskside Operations team for country Singapore. Monitors the service performance of staff, tracks and reports service delivery metrics, and leads a metrics-driven high-performing team by providing guidance and frequent performance communication to encourage results orientated effective work behaviors.Provide.

Singapore

Leading the Kyndryl Services for the NUHS Cluster at the National University Hospital (NUH), JurongHealth (JH), Alexandra Hospital (AH) and National University Polyclinics (NUP). This includes the Site Managers from each of the hospital. In additional to being the NUHS Cluster Lead, am also responsible for the service tracks for NUH as I hold the position.

Kuala Lumpur, Malaysia

Directing effective members of the MOBE Global Customer Service Management team, maintained workable existing processes and re-engineered inefficient ones. Implementing cost savings and lean team structure and management. Conducting planning sessions, established 6 - 8 months objectives and ensured the alignment of goals and engagements to achieve said.

Kuala Lumpur, Malaysia

Arkadin reached out to me as there was a need for a Customer Operations Manager to handle the transition of their Global Service Desk from India to KL and the daily operations for team. My immediate role was startup the KL Global CO team, from recruitment, conduct training, prepare the new team for global support - 24 hour rotating schedule and ensure that.

Bukit Jalil, Kuala Lumpur

Joined AIG to lead the KL in relation transition their Service Desk from Fort Worth to Malaysia as a load sharing and a redundancy option. The desk was new and as such, my main task was recruitment, training and preparing the team to be able to support the global team for AIG. The strategy was effective that initial scope of only after office hours support.

Regional Contact Center, Cyberjaya, Kuala Lumpur.

From the Operations Manager, IBM moved me to handle 3 Service Desk Accounts for them. Leading the operations pool of 3 customer accounts, I had 2 Operations Managers, whom reported to me and managed the daily BAU of the Service desk with a total of 65 Helpdesk Level 1 Specialist.My main task in this role was ensuring that the IBM RCC was able to deliver.

Regional Contact Center, Cyberjaya, Malaysia

As the Pool Operations Manager, my main role was to manage the ITIL compliant Incident Management Service Desk. Daily analysis, BAU Operations and maintain an optimal desk operations was successfully achieved. My pool was the pool with the least amount of turnover despite being the largest pool in IBM RCC.

Regional Contact Center, Cyberjaya, Malaysia

Was involved at the implementation of the Service Desk stage. Planning, Recruitment and Go-Live. The desk was a major success and went on to be IBM’s poster team for LEAN concept due to the success at eliminating key waste areas such as re-work and non value added process. Was awarded IBM PRAISE and BRAVO Award during this period for recognition to.

Regional Contact Center, Cyberjaya, Malaysia

Attached with the Pres-Sales Team of the Intel and AMD based System X Platform, my main tasks was to provide remote technical consultation, support and assistance to the IBM ASEAN technical team, IBM sales team as well as IBM ASEAN business partners. The role was mainly as a subject matter expert to provide in-depth technical assistance to internal sales.

Kuala Lumpur, Malaysia

This was the first technical Service Desk startup for SCICOM. Previously before this, SCICOM was mainly involved in Customer Service Desk. I handled all the aspects of the start up with my Team Lead assistance. We developed the criteria for the candidate selection and the recruitment. Additionally, took on the role as Transition Manager, and lead the.

Bukit Jalil, Kuala Lumpur, Malaysia

Achievements include developing the Service Desk Training Process and the supporting documentations. Managed the BAU operations of the desk, focusing on soft skills coaching, implement process improvement and increase productivity.After 2 yer, I was moved to handled the SCB Global Data Center. Grew the center to handle more batch job runs and transitioned.

Kuala Lumpur, Malaysia

My first leadership role with Service Desk, where I was tasked with the conceptualizing, implementing and ensuring business operations of the Service Desk Operations for XYBASE Technologies.During my 6 years tenure at XYBASE I took on many roles successfully. The are the Senior System Administrator for the Management Information System / Central Database.

IBM Building, Kuala Lumpur, Malaysia

One of three specialist whom was based at the IBM Malaysia, to execute and monitor the batch job runs on the Multiple Virtual Storage (MVS) and Virtual Machine (VM) OS, which were housed in the System/370 and System/390 IBM mainframes.