WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
An accomplished Senior IT Leader with over 15 years of progressive experience in driving complex digital transformations, infrastructure deployments, and software development initiatives. Possesses proven expertise in strategic planning, IT Project Management, and comprehensive IT Service Management, consistently delivering multi-million dollar projects on time and within budget. Adept at optimizing operations, enhancing efficiency, and fostering significant revenue growth. Certified in key methodologies like PRINCE2, ITIL, and Scrum, skilled in stakeholder engagement and leading diverse cross-functional teams to achieve strategic business objectives and drive organizational excellence.
Fintech Project Management, overseeing the successful fulfilment of customers' change requirements
As an independent freelance trainer and coach, I deliver tailored IT service management and cybersecurity awareness training, enhancing SME service teams' skills and performance. I create bespoke training materials, lead interactive sessions in-person and virtually, and continuously refine content through assessments and feedback, consistently earning high marks for engagement and effectiveness.
Led technical support operations, reporting directly to the Managing Director, to ensure performance metrics and customer satisfaction goals were met, achieving exceptional incident resolution rates. Directed technical teams across multiple countries, optimized support for non-EU clients, ensured compliance with international regulations, spearheaded continuous improvement initiatives, collaborated on international tenders, and developed new service delivery processes during the pandemic. • Achieved a 98% incident resolution rate on contracts valued at €1.5M annually. • Reduced incident turn-around time by 30% through optimized support operations, ensuring consistent SLA compliance. • Ensured all service delivery and maintenance activities complied with the Wassenaar Arrangement and STA 2010, maintaining legal and risk-free processes. • Improved operational efficiency and effectiveness by developing new procedures, and maintaining a high standard of service delivery. • Secured cross-border cybersecurity contracts by collaborating on international tenders and proof of concepts, expanding the company’s global footprint.
Reported to the Chief Operating Officer on profit-and-loss, service enhancement strategies, and customer retention initiatives. Led a team of 10 IT specialists to fulfill managed IT SLAs and IT infrastructure projects for local SME clients. Managed technical service operations for workplace technologies and business products, while overseeing the implementation of IT infrastructure and disaster recovery centers for clients in Malaysia, Indonesia, and Singapore. Also, led digital transformation projects for a local financial institution in Malaysia and a tax audit firm in New Zealand, focusing on continuous improvement of internal operational processes and procedures. • Achieved a 20% reduction in the client’s IT operational expenditure by refining IT service processes, specifically in procurement and vendor management. • Successfully managed and delivered IT infrastructure projects and disaster recovery centers for clients in diverse industries, enhancing service reliability and disaster preparedness. • Led digital transformation initiatives that significantly modernized IT environments for a financial institution in Malaysia and a tax audit firm in New Zealand. • Improved internal operational processes and procedures, resulting in a 20% reduction in operational expenses. • Ensured high service levels and client satisfaction by effectively managing a team of IT specialists and consistently meeting SLAs.
Promoted internally to Head of IT, led a team of 5 IT specialists within a shared services unit, managing the delivery of managed IT services. Collaborated with the CEO and CFO to develop and implement IT strategies that enhanced revenue growth and profitability. • Spearheaded the development and launch of a customer retention solution for major mobile platforms, delivering a seamless point accumulation and redemption system within a MYR 2M budget. • Led a server farm optimization project, increasing hosting service capacity by 50% while reducing OPEX by 35%, achieving ROI in 6 months with a projected revenue of MYR 600K monthly. • Streamlined and optimized internal IT operational processes, resulting in a 13% increase in efficiency. • Developed and maintained vendor relationships, ensuring competitive pricing and high-quality services.
Reported directly to the Project Director, overseeing all software projects, IT infrastructure projects, and system integration projects. Led cross-functional project teams locally and two remote teams in planning, executing, and delivering projects. Functioned as the client's single point of contact for post-sales activities. Addressed incidents and problems faced by clients, providing solutions or workarounds, while escalating bugs to the development team and suppliers. Conducted technical training to facilitate end-user buy-in and streamline system changeover. • Led the organization in achieving Capability Maturity Model Integration (CMMI) Level 3 by initiating and coordinating with 3rd-party consultants in enhancing internal software development standards. • Orchestrated the delivery of WAN/LAN/WLAN network infrastructure projects, server virtualization and container runtime technology projects, and recognized for establishing a profit-generating shared service business unit by generating MYR 600K in revenue. • Implemented UPSLT Roadnet Transportation Suite, a resource planning and optimization solution for supply chain management, resulting in reduced operational costs and enhanced customer performance. Completed two projects with a total value of MYR 4M. • Tailored and implemented localized Odoo (OpenERP) and proprietary CRM solutions for SMEs, facilitating business processes and customer relationship management. Completed six projects with a total value of MYR 65M. • Led and participated in the system development effort to automate the creation of multiple unique exam question sets for tertiary examinations using algorithmic selection. This dynamic preparation system decreased redundant administrative time by 60% and minimized defective exam sheets by 98%.