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 data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive current ITIL Incident Lifecycle processes and develop strategies for improvement. Work to make Service Desk as the single source of service delivery channel for the customers and Deskside Operations as the primary responding and solutioning Level 1 platform support for Kyndryl Singapore. Solutioning escalations from Service Desk Operations and Kyndryl Deskside Service Integration Lead.Represent Singapore Kyndryl Service Desk & Deskside performance in Management and Customer Meetings.

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 of NUH Site Manager and am based here to oversee daily operations.All service tracks; Service Desk, Deskside Support, ID Administrator, Wintel Server Operation, Network Management Team and the Symantec Enterprise Protection antivirus team (SEP). Current major achievements are, revamping the NUH Desk side team into a more efficient team, lead by positive and target driven team leaders. Successfully brought down the pending IT-Requests numbers which were backlogged at 250+ cases to less than 80 pending cases. Gearing the NUH Desk side Team to resolve over 100 cases a day and tracking outstanding cases, with followup resolution in an effective manner centered around knowledge sharing. Tracking and providing reports to IHIS which tracks improvements. This also includes handling of projects like preparing FA's UAT testing PCs, setting up premier support services for NUHS Cluster users, Windows 10 roll out, overseeing opening of new hospital wings in NUH such as Center of Oral Health (COH) and Unversity Childrens Medical Institute (UCMI), National University Center Of Organ Transplant (NUCOT) and others.As of the last year 2021, have taken the additional roles as Deskside Service Integration Lead for all NHG and NUHS Cluster. Continued to supplement into this role 2022 onwards at the specific request of the Kyndryl's Project Executives to ensure that SLA and Objectives are met.

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 objectives. Developing talent within the team to having for commitment via career path planning and empowerment.

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 transition activities are transparent from the Arkadin user's point of view. The transition activities was a success that the majority of customers from NORAM, LATAM and EMEA were not aware of the transition due to seamless support. Additionally, there was a notable decrease from all global regions in the average wait time with the customer and an improved customer service experience. Recognition received on the success as was awarded the Best Manager for Arkadin Asia Pacific 2013 (non-sales category) and the Winner of the Arkadin Values In Action for Category of Respect 2013.

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 was extended to business hours as well. The desk grew from 8 FTE to 32 FTE strong in KL. Service Desk operations running during business hours was initially bumpy however, we managed to change the perception of the users and provide the relevant service as outline from the AIG Global Service Management.

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 the clients contractual requirement.In this role, I was nominated for the 2010 Call Center Association of Malaysia’s (CCAM) Best Contact Center Manager, in the Category for Helpdesk with less than 100 seats.

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 dedication to the Service Desk's successful operations.

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 team and IBM clients, assisting with network access, printing and application software operation solutions.

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 transition from HP Singapore into HP Malaysia. My role was pivotal in the launch and the on going management of a major outsourced regional multilingual technical Service Desk. Successful Transition was done in 8 weeks, with the customer's sign-off.

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 3 minor and 2 major batch jobs executions into Kuala Lumpur from United States and India. I was the Scope International Lead for best practice sharing sessions with counter part IT Service Center (West) operating out of Chennai, India.

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 (MIS/CDB) project, Senior System Administrator at the Network Management Center at KLIA, Service Desk Supervisor at the Network Management Center at KLIA, Team Leader for the KLIA Desk Side Repair Center Team and the Network Team Leader for the Electronic Government Project.

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.