Troy Khoo Email & Phone Number

Kuala Lumpur, My

Develop winning sales strategies for opportunities in the APAC region by combining (1) A deep understanding of customer needs.(2) Clearly articulate how LSY solutions are able to meet those needs and quantifying its value.(3) Develop an attractive win-win business proposition.

• Develop sales pipeline for all of LSY’s solutions and services in the airline market of Malaysia & Brunei.• Manage current customer accounts in Malaysia.

Malaysia

• Lead Operations Team to deliver services as defined in SOW. Key customer contact during periods of escalations.• Play the role of Regional Project Manager to assist Production Project Manager to cutover project successfully within scope and time.

• Lead APAC arm of global program in delivering Incident, Problem, Change, Release, Asset and Escalation management services to IT systems of 1000+ forecourt petrol outlets in Malaysia and Hong Kong.• Define and track Operational KPIs of support organization comprising 160+ personnel from Service Desk, Engineering Services and Technical Services.• Drive internal operational excellence initiatives and Service Improvement Plans (SIP) to improve service levels by purposeful adoption of industry best practices for IT Service Management (ITIL) and Operational Efficiency (LEAN).• Lead the Project and Discretionary Services Delivery Team to define, scope, price and deliver Service and Project Requests.• Manage and grow support account’s P&L.

• Direct and prioritize support activities of a team of Java/Oracle Developers and Infrastructure Support Engineers.• Develop, manage and achieve sales objectives of Technical Services department.• Ensure strict adherence to SDLC processes that includes requirements gathering, analysis, design, development, quality assurance, testing, deployment and documentation.• Drive internal operational excellence initiatives to deliver superior services to customers by purposeful adoption of industry best practices for IT Service Management (ITIL) and Quality Improvement (CMMI).

• Direct and prioritize Windows & End-User support activities of 11 Service Engineers to a manufacturing facility with 5,000 staff.• Develop, track and achieve section’s KPIs consisting service quality, uptime and operational improvement elements.• Manage acquisition, storage, implementation, maintenance and disposal of IT hardware that consist of 150 Windows servers, 1800 desktops, 600 laptops and 300 printers in accordance with company lifecycle policy.• Effective stewardship of section’s annual budget by providing accurate budget forecasts, timely execution of approved budget and continuous emphasis on cost optimization.

• Manage acquisition, storage, implementation, maintenance and disposal of IT hardware that consist of 5 Windows servers, 220 laptops, 40 desktops, 20 printers, 250-node switch and 150-extesion PABX to support 240 end-users.• Administration of Windows servers running AD, Exchange, Lotus Notes, File and Print Services and other internal applications.• Program office PABX voice system, tele/videoconferencing devices and door access system.

Project Management Professional (Pmp) Since 2008

Diploma In Christian Ministry

Bachelor Of Science (Computing - Internet Technology), Information Technology