As a senior IT profession in all seasons, I emphasize on the needs of IT in think-client, assist business in resiliencies planning especially before disaster and agility in running project through playing the role as change catalyst to promote below various executives initiatives:Business Resiliencies and Digitalization Transformationi) Business Resilience = (Operation +IT) Resilienceii) Digitalization Assessment and Transformation Planningiii) Digital & Voice Channels in business distribution developmentiv) Disaster Recovery & BCP Planningv) Systems High Availabilities and IT resources 24 x 7Agility in IT Management and Project Developmenti) Agile Scrum Project management methodologies with daily standupii) Agile team coaching and KPI performance managementiii) IT Lean with continuous improvement through DevOps iv) System Resilience Reengineering SRE in zero defects, proactive /monitoring and auto-recoveryv) Enterprise Architecture & Infrastructure Planning and standardizationSystem Security and Risk Managementi) System Risk and governanceii) Audit preparation and readinessiii) Technologies vulnerabilities planningiv) Cybersecurity management

Contact Center - Genesys, Verint Call Recording, Cisco CUCM, Aspect WFM.Projects Delivered:Virtual Contact Centre Infrastructure (VCCI) - assisted on deployment and onsite supported to approximately 3000 agents from more than 30 contact centres of NAB Group's multiple business units likes MLC Financial Planning, Customer Contact Centre (CCC), UBANK, WealthHub, Collection Department etc. The system platforms used mainly Genesys SIP Telephony 8.1, Genesys GVP, Genesys Outbound OCM and Verint Call Recording (Backoffice WFO) as mentioned above, fully high availability enabled (Genesys Self Recovery Features) and disaster recovery tested. The platforms build in 176 servers for production/proxy, testing and development environments which located in 2 sites (Data Center and DR Center). The team managed to reduce tremendously on the high volume of business user incident records and service request from 400 to 20 daily. Responsibilities:•Incident Management with SLA based and severity/priority level which adhered to IT Infrastructure Library (ITIL) standard. The details of incident will be systematically captured, escalated with appropriate severity level, status followed up with expected response and delivery time, technical bridge teleconference and emergency change for service recovery as per documented in the Incident Recovery Procedure IRP.•Daily Standup and Event Management with daily health check (automated), precaution steps approach, system generated alerts through mobile phone acknowledgement. Daily Service Reports will be prepared after meeting will be prepared for stakeholders.

Contact Centre IVR/CTI, Standard Charted BankAchievements:•Responsible for project development and system support mainly for 5 countries namely China, Hong Kong, Taiwan, Singapore and Malaysia.•Project Management and hands-on development in 15 projects with total value of USD40 million run concurrently for the abovementioned countries. During peak time and project prioritisation of the respective countries' programmes, worked closely with project stakeholders to ensure projects delivered on time, business requirements satisfied, technical requirements fulfilled, cost within budget, thorough testing strategies and planning, smooth project roll-out and post evaluation completed.•Ensured project quality control and proper documentations, project resource tracking and timesheet via QMLite, a project management quality assurance and control system in Scope International.•Monitored and worked closely on the system support environment adhered to IT Infrastructure Library (ITIL) standard with SLA management, zero defect and disaster recovery planning which tracked in REMEDY system, Request Management System (RMS) and one stop solution.Projects Involved:1)Regional Contact Centre (RCC) Implemented the project in 4 phases with over USD30 million invested for 5 abovementioned countries. The system integration will enable the Contact Centre Shared Services to support regionally. It involves migration of traditional IVR to Voice Portal, infrastructure upgrading and resource capacity planning. The system platforms used are Genesys CTI, Voice Portal GVP, Edify IVR 9.5, Apropos CTI and Aspect Predictive Dialer.2)SIMCO 2.0Performed core banking migration from Hogan to ebbs host for system integration with IVR, enabled the straight through process through IBM MQ instead of screen scrapping, run for all 5 abovementioned countries i.e. China, Hong Kong, Taiwan, Singapore and Malaysia.

Achievements:•Project Manager for the USD25 million Contact Centre Transformation Programme, worked closely with Project Portfolio Director to ensure project timeline delivery, business requirements gathering, technical requirements and negotiation, vendor sourcing and evaluation, project execution and cost control, testing strategies and planning, project roll-out and post evaluation.•Worked with Accenture for CIMB Contact Centre Transformation Blueprint, business strategies planning with various stakeholders, business objectives KPI setting, industry benchmarking, project costing estimation, project scoping and project schedule management.•Managed CIMB 1View, Siebel CRM Project, CTI integration with Avaya AIC 7.2 powered by Avaya AIR IVR 4.0, PABX CM4 & CMS, screen pop up and straight through process to backend host. •Managed CIMB Phone Banking IVR Consultancy Workshop - worked closely with Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) for industry benchmarking, best practices for IVR, project ROI synchronisation with consultant's blueprint.•Handled project contracting and legal processing, software & services agreement sign-off with IT vendor management.•Performed solutions sourcing, RFQ and RFP for project evaluation.

Achievements: Project management - Selected, implemented and delivered business and IT projects with System Development Life Cycle (SDLC), quality assurance, cost control, standard compliance, security benchmark and achievement of business objectives. IT and telecommunication operations support - Managed by Service Level Agreement (SLA) with Disaster Recovery Plan (DRP), Business Continuity Plan (BCP) & High Availability Plan (HA) for 24 hour operations. Project evaluation & RFP request for proposal - Performed selection, tender and evaluation of scoring, interest protection, project firm-up, negotiation and finalisation of the best offer. It included the alignment with the business objectives and ROI of the Group. Outsourced operations governance - Planned, monitored, governed and controlled the outsourced support operations for Call Centre. Handled relevant outsourcing contracts and agreements. Coordinate IT infrastructure network - Worked with Maybank Group's IT infrastructure outsource partners for the SLA management, problem escalation and infrastructure availability. Customer relationship management - Worked closely with business owners/end-users to drive their business strategies and ensure overall projects' goals achieved. Supervised 2 System Analysts and 5 Analyst Programmers. Awarded CCAM Gold Award in Best In-House Contact Centre Over 50 Seats, 2008. Represented Maybank Group Contact Centre, attended G-Force APAC 06, Genesys Asia Pacific Conference for their customers and partners on 15-17 August 2006 at Crown Casino Hotel Melbourne.

Achievements: Ensured the IT and business operations of Call Center especially the two main sections i.e. Customer Services and Telemarketing were operating in the efficient and self-monitoring basis. Travelled within regional AIG Call Centers to formulate and to implement the call center application and system development. Evaluated and negotiated projects with end-users, vendors/ developers for call center new technologies and product development. Oversaw and managed the functionality, utilisation and effectiveness of the MIS application system of AIG Call Center to meet its operation needs. Automated whole department's process & daily operation procedures using IT skills & scripting. Maintained high quality control of call handling, individual Key Performance Indicator (KPI), system TAT/zero downtime environments. Formulated and activated the Disaster Recovery Plan (DRP) for Call Centre. Supervised 1 senior executive and 2 MIS executives.