Most recently as Barclays Service’s AVP of Technology, I:Hold concurrent accountability over incident, problem, request, and change management and regional oversight of APAC team. Leverage Telecom Expense Management (TEM) platforms from MSDSL and Tangoe, Automated Invoice Processing (AIP), ServiceFirst, and ServiceNow. Expediently rectify any integrity and accuracy discrepancies through close collaboration with vendors and internal stakeholders. Review SOP for potential areas of improvement. Engage in security / account management of privileged and user accounts across all voice platforms. Direct Level 2 voice operations and project teams to assign appropriate permissions to users and engineers.My most significant achievements and contributions here include:► Consistently providing best-in-class support of all mobile / telecom quality standards and procurement for 2K users over the course of 15+ years with Barclays.► Championing pricing negotiations, proactively coordinating with headset vendor to ensure cost efficacy, ultimately cutting costs by at least 20% per corporate desk phone headset.► Serving as the primary point of contact (POC) for the effective resolution of all queries and issues relevant to telecom invoices, including liaisons with external vendors, accounting for a 50% cost savings over two years.► Spearheading the migration of invoice processing from Tangoe to MDSL (managed service vendors) for Barclays in Singapore and Hong Kong.► Minimizing redundant activities through the proposal and implementation of new strategies, including classification of GL and MGC codes for telecom circuits at initial instance. Contributing to weekly meetings while supervising Telecom Expense Management (TEM) transition process.► Receiving recognition from senior leadership for exceptional quality support through management of all mobile space operations.

Originally serving as Barclay’s Executive of Technology, I: Engaged in effective incident, problem, change, and request management analysis and resolution. Logged and prioritised system and user support calls for second line support team. Administrated users’ systems and configured workstations, laptops, mobile devices, and voice solutions while providing enterprise voice platform support for all Ericsson, Avaya, IPC Alliance, CyberTech, and NICE systems. Leveraged remote control software tools and peripherals to provide rapid fault resolution and diagnosis. A few of my biggest achievements at this time include:► Delivering voice projects ahead of schedule, exceeding stakeholder expectations unilaterally for execution of Avaya PABX, NICE voice loggers, and IPC Dealerboard systems implementations at multiple sites throughout the country.► Issuing on-point 1st line technical support, responding to queries via phone and email, and recommending alternative solutions to drive client satisfaction.► Strategizing for the scheduled maintenance of all technologies with minimum downtime, establishing change management tasks to ensure approval alignment prior to implementation.► Owning Barclay’s Disaster Recovery strategy (DR) for workstations, Avaya, and CyberTech / NICE voice systems.