• Overall responsible for solutions and managing the various assigned customer's SAP System. • Handled escalations from customer/other teams, about SAP technical issues.• Provided proactive support, through effective system monitoring and change management.• Lead a dedicated group of SAP BASIS engineers to provide SAP transport management support.• Instrumental in the success of a major migration project for EAO SAP. Lead the knowledge transfer activity.• Aside from the SAP BASIS main function, I was assigned as the Cell/Technical Lead that handled group of engineers for a certain region. I provide regular feedback and coaching to the engineers regarding issue handling and process compliance – making sure they meet performance metrics.• Devised a service improvement plan for a major customer account that resulted to a major contract renewal.• Outside SAP Basis, served as Program Lead in our team’s successful offsite team-building town hall.

• Successfully implemented Quality assurance and compliance checks of ITSM policies to HEAB.• Excellently prepared the new organization to ITSM and ITIL principles/concepts and policies.• Executed top notch documentation and evidence management• Spearheaded the formation and rolling out the Change Management process for the new organization (HEAB).• Participated in the planning and developing the readiness of Holcim East Asia for compliance with ISO2000 directives and prepared the team for certification.

• Instrumental in ensuring the stable IT Infrastructure and landscape of a major bank in Australia through his effective change management directives and oversight.• Effectively chair scheduled change advisory board meetings and provided useful insights during emergency change meetings.• Top-notch Zero Failed change record during his change management role.• Initiates Post Implementation Review of failed changes to gather root cause and action items.• Outside the change manager role; spear headed employee engagement initiatives for the GSM Team. Served as the Employee Engagement Lead. Instrumental in leading the team to win several company-wide contest – ITO Eco-Friendly Bulletin Board Initiative and Area Halloween Theme Contest. With my leadership, a successful off-site team building activity was conducted.

• Served as TCEQ POC/Champion for Global Service Desk – part of the role is to oversee the implementation of standards and processes of the Service Delivery Excellence TCEQ.• Awarded twice with the High Profile recognition as a result of my collaborative efforts to improve the quality standard of the accounts/clients I’m handling.• Lead a mentoring program (Quaspirant) that groomed L1 analyst as future quality specialist.• Joined Project ULTRA (Account Specific Project) – Leadership development project/initiative.• Implements the quality standards and ensure that processes are aligned to the team leaders and managers – resulted to consistent top notch CSAT/POSS score for the handled account (consistent above 90% scores).• Conducts transaction monitoring to ensure agent’s adherence to the quality standards of the account• Documents all monitoring results and provide trend analysis to the management team; ensure that all daily, weekly, and monthly reports are accurate and completed on time• Proactively identify, analyse problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit• Facilitates regular calibration sessions in order to ensure common understanding among support team & Operations which drives robust alignments on specific processes• Joined out-of-role initiatives and engagement projects for personal learning and development (i.e outreach programs, department wide training initiatives, companywide volunteer activities)

Learning Specialist – Track Trainee || June 2010 to October 2010 • Handled training updates and rollout for ISP Technical Support; facilitates technical trainings for various Internet productsQuality and Internal Reporting Analyst || November 2008 to May 2010 • Assess all call quality to ensure that agents deliver role in line with the company and the client’s quality values and methodology. • Provides effective and constructive feedback to associates to acknowledge best practices and help achieve their goals. • Responsible in reviewing quality updates and policies and make sure that information is disseminated across the assigned line of business. Responsible in creating reports that show trends in quality score, challenges and strengths of an agent and/or team.• Communicate directly with clients during joint calibration session for latest product and quality updates. Level 2 Technical Support || May 2006 to October 2008 • Pioneer technical support engineer and promoted to level 2 escalation team trained with a wider product support. Provided advance troubleshooting steps to US-based clients regarding internet connection and computer issues.