Sherman Ho Email & Phone Number

+ Managing a 20 million+ IT infrastructure investment for Emergency Dispatch System, including cloud-based technology, on-site data centre and mobile communication technology+ Overseeing multiple service provider contracts and monitoring service delivery quality and budget spending+ Coordinating hybrid technical support teams across several on-shore and off-shore locations, including Melbourne and IndiaKey Achievements:+ Developed and implemented business cases to identify future business needs and manage defined resources effectively. Uplifted system security to reduce cyber security risks and further enhance reliability and functions to our support portfolio+ Applied ITIL Frameworks to all support applications (Service Now)+ Awarded 2 High Achiever Awards over 5 years

Melbourne Area, Australia

Manage a multi-function IT team to provide 24/7 technical support to RACV Emergency Roadside Assistance Centre+ Maintained 99.99% high availability for the Emergency Roadside Assistance System (i.e. Hexagon iCAD, Motorola mobile dispatch system & LinkSoft communication technology)+ Created strong relationships with service providers (e.g. Hexagon, Motorola Solutions, HCL, LinkSoft, MuleSoft, MessageMedia, Assist Australia, Intelematics) and other internal business stakeholders+ Provided coaching, mentoring and practical training to team members+ Decommissioned the legacy In-vehicle mobile & radio solution to save operational costs without impacting the service level

Melbourne, Australia

To lead the Human Resources and Payroll systems team to assist HR and Payroll business process owners by ensuring the systems fully support existing processes and by assisting with the implementation of changes and new processes.+ Spearheaded the Workforce Management System (Kronos / UKG) implementation project, significantly increasing RACV workforce management efficiency+ Engaged with and maintained positive on-going relationships with internal clients and external suppliers, enhancing service delivery+ Set priorities, implemented action plans, measured performance and published key performance indicators to drive improvement in information systems

Manage the application development team to ensure applications developed and supported in a high services delivery level. Coordinate with external and business stakeholders to manage the system development.Position Responsibilities+ Coordinated and liaised between the Information Services Project team, and business users to gather the requirements for the enterprise applications development and implementation+ Maintained documentation for the business system requirements, technical specifications and production support training documents by using Data Flow Diagram (DFD) and Unified Manipulation Language (UML)+ Provided guidance and led developers to create and implement enterprise solutions+ Collaborated with the system development and production support team to identify the impact of implementing the changes of the enterprise applications under the concepts of Software Development Life Cycle (SDLC)+ Coordinated the test team to develop test plans and perform user acceptance testing

Responsible to develop applications in different platform for the various University departments+ Planned and developed various web applications using Microsoft .net framework with SQL Server and PHP with MySQL Server linking with Enterprise applications + Coordinated with business owners to gather system requirements and develop business rules for system development and implementation project+ Administered department servers including services in UNIX, Microsoft and Mac platform+ Collaborated with external consultants to implement and maintain system infrastructure+ Provided system training and prepared a test plan to perform User Acceptance Testing

Providing technical IT support services to staff in the department, including software, hardware and network problems+ Deployed new hardware equipment and administered network infrastructure + Set up and maintained network infrastructure+ Collaborated as a member in a large IT team and developed strong problem-solving and analytical skills to deal with technical IT problems

+ Taught Database Subjects – Data Modelling, Data Management, Programming, Implementation of SQL Server, Design and Management of Data Warehousing+ Supervised, supported and provided consultation to students in laboratory works, and marked final examination papers

+ Taught Master Level Database and Undergraduate Level Information Management and Web-based Systems Development Subjects + Consulted with and supervised the Master students for their database project design+ Developed and implemented learning objectives, lesson plans and activities

Melbourne, Victoria, Australia

Master Of Business Administrations, Postgraduate Diploma Of Management

Due to the change of my work location, I have completed the Postgraduate Diploma of Management in Melbourne Business School and transfers.

Master Of Business Administrations

Complete the last four subjects for my MBA in Deakin University.

Master Of Information Technology, Database Development

Bachelor Of Information Systems, Major In System Analysis And Project Management