Brisbane, Queensland, Australia
I manage the ServiceNow Customer Outcomes (Professional Services) CRM and Industries Practice Delivery in the APAC region. My team and I am primarily focused on delivering implementations for Customer Relationship Management and Industries applications. I am based in Brisbane, Australia. Our team leads enterprise Now Platform CSM, Industries, ITSM, and anything in the platform for implementations across the Asia Pacific, Australia, and India regions. I am experienced across the Now Platform as CSM Practice Solution Architect & Principal Technical Consultant (Practitioner) APJ Customer Service Management Lead for ServiceNow and IT Business Management, PPM, and Governance, Risk, and Compliance (ITBM and GRC) and IT Service Management (ITSM & ITIL) Solutions • Consulting in largest & most demanding customers in APJ & Globally • Over 20 years experience in Software Development in Enterprise & SAAS environments in the Cloud, Windows, & Unix
I manage the ServiceNow Customer Outcomes Expert Services (Professional Services) CRM & Industry Practice Delivery in the APAC region. My team and I am primarily focused on delivering implementations for Customer Service Management, Industries like Telecommunications, Financial Services, and Healthcare applications. Our team leads enterprise Now Platform CSM, Telco, Financial, and Health Industries, and other implementations across the Asia Pacific, Australia, and India region.
I manage the ServiceNow Customer Outcomes (Professional Services) CSM, HR, and ITSM Practice Delivery in the APJ region. My team and I am primarily focused on delivering implementations for Customer Service Management, Human Resources, and ITSM applications. Our team leads enterprise Now Platform CSM, HR, ITSM, and other implementations across the Asia Pacific, India, and Japan region.
Management & Financials: Reporting, Financial Control & Budgeting, Audit liaison, Information Security, Project Management, Technology Planning, Analysis, and Strategy, System Architecture, System Integration & Migration, DR/COB, Compliance, Release Management, Version Control. Languages: Perl, C/C++, .Net (C#), Javascript, HTML, CSS, Shell scripting, SQL (Sybase, Oracle, MySql, MS SQL Server), Java (limited platform exp.), PHP. App Development: AWS, High-Performance Scalable Websites, Usability, NLP, Lean Startup, Agile/Extreme Programming. OS-Level Programming: UNIX (Sun Solaris, HP, AIX, Linux), Windows Server/7/XP/2000/NT, Real-time, Multi-threaded & System-level programming WORK HISTORY For Fantasy Sports B2C Startup (High-scalability Enterprise Web App Development): • Architecture, Design and Core Application Development of Large-scale Web App (Unix, LAMP) • Development Implementation and Systems Integration for Shell Scripts, Java, MySQL DB, and Cron on Unix • System Integration & Migration (AWS – EC2 & RDS) • Incident and Problem Management and Support • Change Management • Project and Resource Management for outsourced Web App Maintenance & Development • Technology Roadmaps • Marketing Roadmap & SEO Planning • Interviewing and Hiring for Web App Marketing & Development • Development Staff Evaluations for Perl, PHP, Java, CSS/HTML Developers • Full Documentation for System and Developers For Social Networking Startup: • Platform Scalability and Architecture Design Evaluations (Unix, LAMP) • Amazon Web Services (AWS) Integration and Planning for RDS, EC2, EBS, etc • Technical Design Issues Identification, Recommendations, and Milestones (PHP, Java, MySql) • System and Developer Documentation
For Management Communication Consulting Firm: • ERP and CRM Custom In-house Applications Development ( C# / MS SQL Server, Windows Server) • Project Management for System Integration & Migration • Incident and Problem Management and Support for various Applications • Change Management • Technology Roadmaps • Data Analysis and Reporting for Management Decision-Making and Budgeting • Full Documentation of front and backend procedures for staff and engineers For Online/Offline Education, Surveys, Content Creation, & Localization Firm: • User Data Tracking and Analysis for Training Improvement and Content Testing • Incident/Problem Management and Back-end Support for various Web Applications • Website Administration and Maintenance (Unix Admin, Shell Scripting, Css, Javascript) For Management Communication Consulting Firm: • Architecture, Design and Web Application Development (Unix, LAMP) • Website Administration and Maintenance in Perl, PHP, Postgres DB on Linux • Project Management for System Integration & Migration • Technical Issues Analysis and Roadmap Creation • User Data Tracking and Analysis for Improving Training and Testing Content • Change Management • Incident/Problem Management and Back-end Support for Web Applications • System and Developer Documentation
Served as Vice President: • Applications Development Senior Manager • Applications Development Technical Specialist • Applications Development Manager Responsibilities For Global Functions Technology: • Regional Architect GFTS Japan • Partner Relations GFTS Japan • Project Management Office (Change, Problem, & Support Mgmt) • Financials Applications Domain Architect Serving Business-Side functions for: • Regulatory & Risk Reporting • Financial Reporting • Treasury • Cash Management The GFTS organization in Citi is responsible for providing and delivering end-to-end application development, production support as well as infrastructure management to the Global Functions from across Citi's lines of business and regions. GFTS captures & manages customer, market, transaction and accounting data. As the core of back office, producing reporting for our managers, customers & regulators spanning the areas of customer, international, and domestic central bank reporting, market analytics, financial statements and compliance reporting. Responsibilities for GFTS Japan: • Matrix report to head of GFTS Japan in addition to reporting to the Head of Citi Global Markets Japan (CGMJ) Development. • Coordinating with partners in Japan and Global Architects to identify in-country technology needs for global functions. • IT Project Forecast and Budget for GFTS Applications and Partner Relationships. • Annual Tech Roadmap for GFTS Applications. • Enhancing the Technology Roadmap for our Business and Technology partner departments. • Working closely with Consumer Architecture and Asia Pacific architects to integrate Technology Roadmaps across all Japan businesses. • Internal and External Audit Liaison. • Disaster Recovery and Continuity of Business (DR/COB) Design and Planning. • Project Management and Managing the Development of various Audit Initiatives. • Managing the Development and Maintenance of Back-Office Applications (C/C++, Perl, Shell Scripts, Sybase on Sun-Solaris Unix).
Global Apps Team, Application Security Design, Development, and Testing for Linux and Windows NT (including various C++, IIS, C#.NET migration and testing).