Richmond Teo Email & Phone Number

Singapore

Lead a team of engineers to ensure the sustainment of an enterprise HR system, driving continuous improvement to keep pace with policy and business process changes, enhance user experience, and maintain system performance to support HR business operations.• Ensure system management and operational support excellence to meet system performance KPIs• Drive, manage and deliver continuous improvements to support new business capabilities in a systematic and cost-effective fashion•… Show more Lead a team of engineers to ensure the sustainment of an enterprise HR system, driving continuous improvement to keep pace with policy and business process changes, enhance user experience, and maintain system performance to support HR business operations.• Ensure system management and operational support excellence to meet system performance KPIs• Drive, manage and deliver continuous improvements to support new business capabilities in a systematic and cost-effective fashion• Manage a team to troubleshoot issues, implement and maintain technical solutions, and implement system upgrades, technical refresh and enhancements• Manage system in accordance with compliance requirements and support IT system audits• Oversee the overall system roadmap and workplan, project budget, schedule and risks Show less

Singapore

Taking full operational and strategic responsibility to manage existing implementations and project-manage teams from go-live to business-as-usual. Work closely with Sales & Marketing to identify opportunities to introduce new services to existing and new clients.• Profit & Loss management of data centre ensuring that centre remains on agreed plan and all agreed improvements are delivered• Playing an active role in the development of bids for new clients for matters relating to… Show more Taking full operational and strategic responsibility to manage existing implementations and project-manage teams from go-live to business-as-usual. Work closely with Sales & Marketing to identify opportunities to introduce new services to existing and new clients.• Profit & Loss management of data centre ensuring that centre remains on agreed plan and all agreed improvements are delivered• Playing an active role in the development of bids for new clients for matters relating to service infrastructure, operations and support• Implementation of new services, customer contracts and related products• Technical delivery for on-perm solutions and SaaS on Microsoft Azure for both infrastructure and application level.• Ensure a smooth and efficient transition of projects through to business as usual (BAU) in conjunction with the delivery teams• Operational responsibility for small projects to multiple multi-million projects of existing commercial customers and government agencies.• Managing the SLA for incidents, requests and availability for the Library Management System.• On-site managed services for infrastructure and application level from incidents to change requests management of the Integrated Library System.• Successfully renewed multiple-million contract with existing customer.• Managed a team of service desk for the triaging of tickets to the various application, infra or project teams.• Managed a team of system engineer for maintaining the cloud Azure infrastructure including DNS, CDN, firewall, load balancer, network, servers, monitoring, patching, backup• Managed an on-site team which provide managed services for the on-premise library system• Managed a project team for budget, timeline, implementation, migration and upgrading of the library system• Provide security services like VAPT, SSAT, and ICT audit to existing customers• Provide varies integration with services from digital content provider, SSO, access management with the library system Show less

Singapore

Foster a close relationship with the customer National Library Broad to understand their evolving needs, expectations of the system and ensure best practices are followed to ensure system stability and acceptable performance into the future. Provides proactive monitoring, technical support and troubleshooting of the system in a complex environment.• Lead a team of Service Desk, Application Support, Developer, Infra Support, Business Analyst and Project Manager.• Provided both… Show more Foster a close relationship with the customer National Library Broad to understand their evolving needs, expectations of the system and ensure best practices are followed to ensure system stability and acceptable performance into the future. Provides proactive monitoring, technical support and troubleshooting of the system in a complex environment.• Lead a team of Service Desk, Application Support, Developer, Infra Support, Business Analyst and Project Manager.• Provided both managed service and devops to the Integrated Library System for NLB which services the entire public users in Singapore• Manage day to day operation to maintain and ensure SLA are met• Provided solutions and managed multiple project deliverables• Work closely with Civica Product Development team• Coordinate change requests between customer and head office• Monitor application and infrastructure health and trends• Assist in resolution of complex application, system and database problems• Continual improvement of monitoring, procedures and practices• Coordinated and lead yearly BCP exercises• Planned and managed hardware procurement and upgrades• Participated in various internal, IT control, IM8 audits• Coordinated and lead multiple major application upgrades• Vendor management for outsourced resources and NOC• Participated in new tender RFI, RFP, submission, clarification and presentation• Provide managed services for the infrastructure including load-balancer, web servers, application servers to database, monitoring, patching and backup that hosts the library system in a HA setup.• Developed over 100 file interface programs that automate the integration of various internal and external systems with the library system for the daily operation of the libraries• Maintain over 100 web service APIs for the integration with various RFID devices and mobile apps.• Develop and maintain over 70 customized reports for the operation of the libraries Show less

Singapore

Manage a thirty-staff department that includes a 24x7 Service Desk, a team of Engineers that provides Project deployment, and IT support ranging from end-user devices to datacenter server and network. Review and continuously improve the processes to ensure smooth operation internally and towards customers. Manage service delivery, escalation and customer expectation, ensuring that it meets SLA.• Reduced amount of open tickets by 30% after a year into the role • Evaluated various… Show more Manage a thirty-staff department that includes a 24x7 Service Desk, a team of Engineers that provides Project deployment, and IT support ranging from end-user devices to datacenter server and network. Review and continuously improve the processes to ensure smooth operation internally and towards customers. Manage service delivery, escalation and customer expectation, ensuring that it meets SLA.• Reduced amount of open tickets by 30% after a year into the role • Evaluated various ITSM, scheduling, time tracking products to replace the existing system.• Implemented dashboard that shows current ticket health and assignment in NOC.• Coordinated complex rectification tasks to penetration test results. • Led multiple efforts to analyze and resolve complex issues like backup failure.• Managed both on-premise and cloud solution for system monitoring and backup Show less

Singapore

Manage high severity business impacting incidents to the Business datacenter. Review root cause analysis and provide quality action plans to the senior management team. Analyze and follow up with regional cross functional teams on potential recurring problems. Continuous streamline and mature the data center ITIL process.• Reduced high severity business impacting outages by 50% after 4 years in the role.• Spear headed and saved the company $100,000 per annum on operating cost with… Show more Manage high severity business impacting incidents to the Business datacenter. Review root cause analysis and provide quality action plans to the senior management team. Analyze and follow up with regional cross functional teams on potential recurring problems. Continuous streamline and mature the data center ITIL process.• Reduced high severity business impacting outages by 50% after 4 years in the role.• Spear headed and saved the company $100,000 per annum on operating cost with tools consolidation project.• Streamlined and matured the Incident and Problem Management process• Led integration project between monitoring system and communication platform that reduced operation cost for the company• Led project to consolidated multiple system to single cloud-based solution• Chair weekly Change Advisory Board meeting to ensure all change requests follow scheduled windows, policies, and approval from all stakeholders. Show less

Singapore

Manage an eleven-person staff, equipment, and software to support a purpose built data center for delivering IT services to Government Agencies.• Managed coordinated efforts from setup to Release to Production (RTP) of the Information Technology Infrastructure Library (ITIL) environment, including Operational Readiness Review (ORR) and User Acceptance Test (UAT) for customers.• Provided services such as Remote Server Monitoring, Automated Ticketing System, Information Technology… Show more Manage an eleven-person staff, equipment, and software to support a purpose built data center for delivering IT services to Government Agencies.• Managed coordinated efforts from setup to Release to Production (RTP) of the Information Technology Infrastructure Library (ITIL) environment, including Operational Readiness Review (ORR) and User Acceptance Test (UAT) for customers.• Provided services such as Remote Server Monitoring, Automated Ticketing System, Information Technology Service Management, Capacity and Availability Reporting.• Coordinated and delivered successful efforts during high impact and severity incidents.• Reviewed Root Cause Analysis (RCA) and provided quality action plans and holistic approach to service delivery for clients.• Managed successfully on impact, risk and variations to Operating Level Agreement (OLA) associated with Service, Incident and Change Request for internal service line and client.• Planned and coordinated decommission efforts of the entire ITIL environment.• One of the stakeholders in the Change Advisory Board to ensure change requests are approved timely. Show less

Manage a six-person staff that runs and supports a dedicated datacenter that delivers IT services to Government Agencies and Asia Pacific region trade customers.• Motivated team members to maintain deliverables within Service Level Agreement (SLA)• Streamlined service process for efficiency and business excellence• Coordinated Disaster Recovery supports during Business Continuity Plan• Planned and coordinated transition effort of customer account into HP standard reference… Show more Manage a six-person staff that runs and supports a dedicated datacenter that delivers IT services to Government Agencies and Asia Pacific region trade customers.• Motivated team members to maintain deliverables within Service Level Agreement (SLA)• Streamlined service process for efficiency and business excellence• Coordinated Disaster Recovery supports during Business Continuity Plan• Planned and coordinated transition effort of customer account into HP standard reference architecture environment.• Coordinated and implemented automated system monitoring and recovery in Thailand.• Customized business solution to meet customer expectation Show less

Singapore

Supports a dedicated datacenter that delivers IT services to Government Agencies. Ensures high availability to the servers and services hosted within HP datacenter, and provides technical support to on-site engineers.• Provided servers and network (CPU, Memory, Diskspace, Process, Logs) monitoring.• Provided automated alert notification to email and SMS.• Provided server capacity & availability reporting.• Provided web application support for in-house build service request… Show more Supports a dedicated datacenter that delivers IT services to Government Agencies. Ensures high availability to the servers and services hosted within HP datacenter, and provides technical support to on-site engineers.• Provided servers and network (CPU, Memory, Diskspace, Process, Logs) monitoring.• Provided automated alert notification to email and SMS.• Provided server capacity & availability reporting.• Provided web application support for in-house build service request ticketing system.• Provided Wintel / Unix server administration• Provided Oracle / MSSQL database administration• Provided incremental and full file system backup to tape library Show less

Singapore

Provides technical support for call-in customers with internet connectivity issues, access situations and work with customers over the phone to resolve issues.• Provided assistance for call-in customers related to internet connectivity issues.• Provided assistance in setting up cable modem and wireless router network configuration

Singapore

Provides on-site technical support for Windows operating systems to internal users. Troubleshoot and resolve common IT issues.• Provided technical support for desktops and laptops related issues• Provided configuration and setup of network printers