IT Desktop-Infrastructure Operation Manager Team Leader


Last Updated: 7th July 2017 (over 5 years ago)

Address
Singapore

E-mail
Locked

Phone Number
Locked

Gender
Male

Age Range
25 to 34

Qualification Level
Degree

Languages
Chinese, English, French, Thai

Summary

- Team Management (Local and Global Team)
- IT Operations Support Manager / Team Lead , IT Service Owner, IT Reporting
- Technical Lead for Operating System Deployment (Win XP, Win 7 , Win10)
- Team Coaching
- Chair/Lead International Conference Call team meeting (English)
- IT Trainer (Service Enhancement demonstration, New features Demonstration, New tool Demonstration)
- Sub Contractor Coordination and Supervision ( SLA's.. )
- Project Management Planification and support
- Microsoft Deployment Tool (MDT, SCCM 2007, CM 2012)
- Microsoft Office , Microsoft SQL , Active Directory
- Scripting: vbs, batch, javascript , powershell
- Virtualization: VMWare
- Experience in support Level 2 and 3
- Experience in working in a Global environment (Americas, Europe and Asia Pacific)
- Monitoring (Server, SCCM , OS Builds, Ticketing Tool - ServiceNow/Remedy)
- Certified ITIL Foundation V3

Education

British Council (Singapore)
IELTS English

   Mar 2014
— Mar 2014

Next U (Singapore)
ITIL FOUNDATION V3

   Nov 2013
— Nov 2013

ISEFAC Paris
Local Area Network Administrator

   Oct 2005
— Jun 2007

Associate Degree

M.L.King High School Bussy Saint Georges (France)
Industrial Technology in Electronic

   Sep 2001
— Jul 2005

Diploma

Experience

EY
IT Manager, IT Loadset Service Owner

   Jul 2013
— Current

Global IT - Loadset Delivery Service Owner
● Service owner for Loadset Delivery Tool and ensured quality of service for machine build
● Built Statistics Reports on machine built numbers and machine builds success/ failure to upper management
● Analyzed and Built incident Statistics Reports from ServiceNow ticketing system.
● Suggested service enhancement and coordinated with engineering or operations Team
● Built and coordinated work relationship among Asia Pacific countries Lead for Desktop Management
● Coordinated Win10 deployment across the globe to ensure information are correctly shared
● Participated and hosted weekly team conference call with members across the world
● Part of escalation team for Level 3 Operations team.

EY
IT Team Lead, Senior Desktop Support level 3 Engineer

   Jun 2011
— Jun 2013

Global IT - Loadset Operations
● Lead Loadset Operations Level 3 team (5 members across the world) and ensure team activities are correctly shared among the team
● Team Coaching to enhance work relationship and promote personal growth
● Hosted and Lead Conference call with participant across the world
● Provided Level 3 support for Operating System deployment issues
● Maintained, updated and tested EY Loadset Image in weekly basis with latest MS patches, drivers or software
● Coordinated and transitioned Operating system migration (Win XP to Win 7) for over 100,000 machines across the Globe
● Stood as Technical Leadership for OS deployment across Asia Pacific
● Monitored SCCM 2007 and escalated potential issues to relevant team
● Created and sent weekly activity report to upper management
● Provided online training to on-site support to the new Operating System Deployment tool for win XP and win 7
● Created Microsoft Batch scripts to automatize and enhance work processes such as replication script
● Travelled in Beijing, Shanghai (China) and Taipei (Taiwan) office to coordinate with local IT team due to language barrier with IT Global team for Win7 migration project

EY
IT Supervisor, Desktop Support Level 3 Engineer

   Dec 2008
— Jun 2011

Global IT - Loadset Operations
● Provided Level 3 support for Operating System deployment issues
● Maintained, updated and tested EY Loadset Image in weekly basis with latest MS patches, drivers or software
● Coordinated and transitioned new Operating system migration tool (Win XP)
● Monitored SCCM 2007 and escalated potential issues to relevant team
● Created and sent weekly activity report to upper management
● Provided online training to on-site support to the new Operating System Deployment tool for win XP
● Created Microsoft Batch scripts to automatize and enhance work processes such as replication script
● New Hardware testing (laptop,Desktop, Accessories)

EY
System Analyst, Desktop Support Level 3 Engineer

   Mar 2008
— Nov 2008

Desktop Management France - System Analyst
● Created and updated EY France Loadset (Win XP) with new MS Patches, Hardware drivers and software
● Tested and approved future hardware (Laptop and Desktop) purchase
● Provided Level 3 support for Machine preparation issues and requests from on-site support
● Prepared and coordinated new OS Deployment tool for France
● Tested new Operating System for EY France (Windows Vista) and Liaise with EY Global
● Planned and estimated work time for future Operating System Deployment tool in France using EY Global system
● Worked with external Vendors to ensure software compatibility using new Operating System tool
● Trained local French on-site support level 2 to use the new operating system delivery tool

EY
IT Support Coordinator

   Sep 2007
— Mar 2008

IT Coordinator:
● Supervised 10 outsourced ATOS IT Technicians providing support for over 4,000 users across 10 offices
● Oversaw levels 1, 2 and 3 on-site support, ensured SLA’s are met
● Engaged and managed staff via face-to-face interactions or telephone
● Analysed and coordinated over 100 support tickets a day and provided appropriate solutions on a weekly basis
● Created monthly activity report to service line manager
● Coordinated local projects such as office move, hardware renewal and printer inventory
● Reviewed and updated internal work processes to ensure proper escalation

Search Jobs by Industry

Ad
Ad
Ad