William Ng Email & Phone Number

Singapore

Singapore

Leading a squad to bestow shared tooling solutions and services commonly consumed by Infrastructure, Security, Operations, and Development Teams.The squad provides unified core data capability and facilities assets and telemetry that enable data-based decision-making, expanding our prediction and modeling capacity.As we progress, we will bring in and consolidate other tools.

Singapore

Create and run an analytics-driven team to create value for IT and the business that centres on delivering insight into IT performance and alignment. The team drive superior value creation by aligning metrics, KPIs and business intelligence capabilities with the strategy to deliver:- Better insight through Data-driven observation- Transparency, benchmarking and best practices- Improved performance (KPIs & SLAs) through fact-based insight and knowledge

Central Singapore

I manages the Service Management team within IT Infrastructure and Operation (I&O) Group. Our team manages the delivery of fundamental parts of ITSM across the group. My team consist of Service Management professionals charged with Financial, Process, Event, and Vendor/Supplier Management. As the senior manager, I manage, deliver, make visible, and report on entire functions in the PDIOI (Plan, Design, Implement, Operate, and Improve) framework. BASIC JOB… Show more I manages the Service Management team within IT Infrastructure and Operation (I&O) Group. Our team manages the delivery of fundamental parts of ITSM across the group. My team consist of Service Management professionals charged with Financial, Process, Event, and Vendor/Supplier Management. As the senior manager, I manage, deliver, make visible, and report on entire functions in the PDIOI (Plan, Design, Implement, Operate, and Improve) framework. BASIC JOB RESPONSIBILITIES:• Deliver Service Management mechanisms and measurements for global group, bringing predictability and proactive capabilities to these important functions: o Personnel, o Financial, and o Technical supply/demand management • Manage Service Management globally. • Design, implement, and manage the frameworks that measure, analyze, and coordinate staffing, accounting, and project task requirements and assignments o Create extreme visibility of financial, technical and staffing metrics for upward reporting.• Lead team as top proponent of out-tasking, orchestration, and value measurement.• Manage operations group to ITIL guidelines. Show less

Singapore

As an Infrastructure Manager for Service Delivery, I will ensure management of infrastructure services located and delivered to Asia/Pacific. Act as functional manager for the Infrastructure service delivery team leading, supervising a defined group of staffs in Asia Pacific. Manages and develops vendor relationships within the Asian region for core services like data centers. Drives long and short term innovations. The role requires a strong cooperation with all key stakeholders (functional… Show more As an Infrastructure Manager for Service Delivery, I will ensure management of infrastructure services located and delivered to Asia/Pacific. Act as functional manager for the Infrastructure service delivery team leading, supervising a defined group of staffs in Asia Pacific. Manages and develops vendor relationships within the Asian region for core services like data centers. Drives long and short term innovations. The role requires a strong cooperation with all key stakeholders (functional and service related) in Asia/Pacific as well as world-wide. Show less

Singapore

As a Service Delivery Manager and Service Delivery Consultant, I work closely with Customer Business Manager to provide customer satisfaction-par-excellence meeting budgeted norms and all service level agreement

Singapore

As an Account Delivery Manager, I work closely with the Client Manager in both government and commercial projects to provide customer satisfaction-par-excellence meeting budgeted norms and all service level agreement. During the period, I managed a total of 52 engineers which includes two Technical Managers, eight Team Leads and 42 engineers; the engineers consist of System Engineers, Network Engineers, Desktop Engineers, Application engineers, Procurement officers and Service Desks… Show more As an Account Delivery Manager, I work closely with the Client Manager in both government and commercial projects to provide customer satisfaction-par-excellence meeting budgeted norms and all service level agreement. During the period, I managed a total of 52 engineers which includes two Technical Managers, eight Team Leads and 42 engineers; the engineers consist of System Engineers, Network Engineers, Desktop Engineers, Application engineers, Procurement officers and Service Desks. The teams assisted me in multiple projects ranging from partial outsourcing contract deals to total outsourcing contracts deals. Show less

Singapore

Managing Operation teams of different towers to integrate technical knowledge and business understanding to create superior solutions for HP and for customers.· Incident Management: Work with team members to resolve more complex incidents.· Change Management/ Implementation: Independently implement changes/solutions to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs within area of technical responsibility.· Patch and Security Management·… Show more Managing Operation teams of different towers to integrate technical knowledge and business understanding to create superior solutions for HP and for customers.· Incident Management: Work with team members to resolve more complex incidents.· Change Management/ Implementation: Independently implement changes/solutions to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs within area of technical responsibility.· Patch and Security Management· Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.· Solution Design: Understand the HP solutions set and be able to apply these solutions to meet customer and/or trade infrastructure needs within area of responsibility.· Quality: Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc).· Project Management: Participate in customer and internal projects, including transformation.· Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters. Show less

 Create and carry out project proposal and project plan Budget and resource allocation for projects  Scopes out the major component required and work out the SOW with different parties. Forecasting and analyzing future trends in the project Tracking and reporting progress Analysis & design of objectives Service improvements Implemented ITIL V3 best practices to fulfill SLA. Report weekly\monthly progresses on the accounts managed. To react to… Show more  Create and carry out project proposal and project plan Budget and resource allocation for projects  Scopes out the major component required and work out the SOW with different parties. Forecasting and analyzing future trends in the project Tracking and reporting progress Analysis & design of objectives Service improvements Implemented ITIL V3 best practices to fulfill SLA. Report weekly\monthly progresses on the accounts managed. To react to environment changes and motivate the team to change accordingly Perform staff appraisals and setting staff objectives Attain the necessary service deliverables for customers Risk & incident management Client management Ensure yearly ISO audit is passed. Show less

Singapore

Role Overview: - Solely responsible for managing the end-to-end software distribution process across multiple Singapore Government agencies using Microsoft SMS (Systems Management Server).Key Responsibilities:- Developed, tested, and deployed software packages and patches for laptops and desktop applications, ensuring seamless distribution and minimal disruption to end-users.- Executed comprehensive patch management processes, regularly updating systems to safeguard against… Show more Role Overview: - Solely responsible for managing the end-to-end software distribution process across multiple Singapore Government agencies using Microsoft SMS (Systems Management Server).Key Responsibilities:- Developed, tested, and deployed software packages and patches for laptops and desktop applications, ensuring seamless distribution and minimal disruption to end-users.- Executed comprehensive patch management processes, regularly updating systems to safeguard against vulnerabilities and enhance performance.- Monitored and tracked the success of software deployments, analyzing data to ensure high compliance rates and promptly addressing any issues.- Collaborated with government agency representatives to understand their specific requirements and tailor software distribution solutions to meet their needs.- Maintained detailed documentation of all deployment activities and configurations, supporting continuous improvement and knowledge sharing.Achievements:- Successfully managed the deployment of critical software updates and patches, achieving a 97% success rate in first-time deployments.- Streamlined the software distribution process, reducing the time required for deployment by 20%.- Enhanced system security and performance through timely and effective patch management, significantly reducing vulnerability exposure.- Received commendations for efficiently managing software distribution operations single-handedly, demonstrating strong organizational and technical skills. Show less

Singapore

Project Overview: - Joined the HP EASE (Enhanced Application Support Environment) project dedicated to providing comprehensive IT support for Singapore Government agencies.Key Responsibilities:- Delivered exceptional remote technical support for Windows laptops, ensuring swift and effective resolution of hardware and software issues.- Diagnosed and troubleshooted a wide range of application-related problems, including both standard and government-specific software… Show more Project Overview: - Joined the HP EASE (Enhanced Application Support Environment) project dedicated to providing comprehensive IT support for Singapore Government agencies.Key Responsibilities:- Delivered exceptional remote technical support for Windows laptops, ensuring swift and effective resolution of hardware and software issues.- Diagnosed and troubleshooted a wide range of application-related problems, including both standard and government-specific software installations.- Guided users through complex technical procedures over the phone, maintaining a high level of customer satisfaction and adherence to service level agreements (SLAs).- Documented and tracked incidents and service requests using HP's internal ticketing system, ensuring accurate and timely updates and resolutions.- Collaborated with other IT support teams and external vendors to escalate and resolve more complex technical issues.Achievements:- Successfully resolved over 98% of issues on the first call, significantly reducing downtime for end-users.- Contributed to the improvement of support processes and documentation, enhancing overall team efficiency and effectiveness.- Consistently received positive feedback from government agency personnel for outstanding support and technical expertise. Show less

1. Bachelor Of Science (Hons) In Computing, Computing

Iil, Itil Foundation V.3

Diploma In Computing, Diploma In Electronics, Computer And Communication (Major In Computer System)

Activities and Societies: Computer Club