Leads an 8-man team providing off-shore support to both EMEA and NOAM users via Service Now Management Suite and Competella Voice AgentManages team workload and resources to meet weekly targets and promote IT Service efficiency across GN users worldwideDirects team priorities and strategies to achieve more than 30% coverage of global 1st-level support tickets thereby unloading local tasks to on-site support in order for them to focus on larger projectsPrepares and generates monthly report to Global Management demonstrating individual teams' performance delivery and year-to-date targetsCollaborates regularly with Danish and US counterparts to align expectations and coordinate projectsITIL Certified, April 2017

Leads a 5-man helpdesk support team handling 800 employees utilizing Service Now IT Management SuiteResponsible for escalated computers/laptops and server issues for creative/media, finance and shared services incidentsCountry technical point person, coordinating service tickets with regional offices in Singapore, HK and Malaysia for Lotus Notes and BCC Enterprise applicationsSpearheads regional coordination for new project deployments, experienced in collaborating with other Asian/global counterpartsResponsible in preparing annual IT budgets for both CAPEX and OPEX forecasts of client agencies based on new requirements, upgrades and hardware refresh policiesChecks monthly billing of regional and third-party suppliers for accuracy and cost-efficiencyResponsible for maintaining country data centre security, performing preventive maintenance checks of routers, modems, storage systems, UPS and alarm systems and wifi devicesManages 4 major server systems running Windows Server 2003 and 2008 OS functioning as Active Directory controllers, file, storage NAS and media applications, including fine tuning, configuration and backupManages security access to folders and applications using group domain policiesPerforms domain objects maintenance and housekeeping for new and disabled/terminated accounts and groupsProficient in Lotus Notes configuration up to release 8.5.3Manages Symantec Endpoint Protection Server and version 12 client deployment and policiesManages CAT5e and fiber built enterprise network infrastructure particularly Cisco Catalyst managementWorks collaboratively with PABX support for both analog and VoIP/SIP servicesExpert in all Windows workstation and Microsoft Office deployment, configuration and supportManages secured printing access, scan to email services for MFP printers and support for various laserjet, deskjet and impact printersKnowledgeable in MAC Lion OS supportMaintains local timesheet and attendance system applications

• Responsible for effective provisioning of LAN data integrity and availability consisting of 160 workstations and servers running Windows XP, Windows 2000 and Windows 2003• Lotus Notes 6.5.2 administrator for three Domino domains• Domain administrator for Windows 2003 Active Directory and designed group policies to maximize workstation deployment efficiency and simplify helpdesk support• System admin and data master for BCC Enterprise, an ERP solution for media buying, billing and finance• Coordinates system support for media tracking applications, analysis and planning optimization tools such as X*pert2, Arianna, Radio Advisor, IMS, Telmar Software• Ensures data protection by managing Trend Micro Officescan and Symantec AntiVirus Enterprise/Endpoint Protection server and SonicWall Pro and Astaro 120/220 firewall equipments• Ensures vital data redundancy by monitoring regular backups using Symantec Backup Exec, Domino, open file and Desktop Laptop Option• Coordinates budget preparation with IT Director for hardware upgrades and replacement recommendations• Continually gains knowledge on technology updates for new innovations and improvements applicable to daily operations and corporate visions• Performs regular performance checks of LAN structure and experienced in actual cabling installation• Regularly submits managerial and regional reports for audit in line with regional IT policies• Authors DVD compilation using ULead DVD Workshop 2 and basic video editing

• Maintains and ensures data availability for a 3 node wide-area network connecting four remote offices sharing single application• Able to configure basic Cisco routing • Maintains file servers running Win2000 Server/WinNT4.0 preserving data integrity by employing Microsoft Security Policies and user rights assignments• Well versed in installation, configuration and maintenance of terminal servers and Citrix MetaframeXP supporting published applications to multiple remote office locations via TCP/IP & ICA • Knowledgeable in Cisco IP routing and configuration employing domestic leased lines and dial-up/dial-in connections• Maintains an email server running on MDaemon 6 Pro/Red Hat Linux 6.0, POP3/SMTP/IMAP basics• Responsible for securing networks using enterprise antivirus software (Trend Micro/Symantec)• Conducts technical trainings for employees’ development, efficiency and computer proficiency• Experienced in network design and implementation including actual structured cabling installation• Conducts equipment/services review, recommendations for procurement