Jardine Restaurant Group

•	Management and development of the Service Desk teams
 to support the corporate networks (Over 8000 users)
•	Administrate and ensure a smooth daily operation of systems consists of which provide services for users in Hong Kong
•	Ensure the standards and procedures are being followed.
•	Facilitate resource commitment and allocation.
•	Analyze and distributes request fulfillment reports.
•	Act as the focal point for processes; communicate with end users and management.
•	Manage IT asset and facilities including hardware, software and service.
•	Develop and manage relationship with vendor in region.

Service Delivery Manager

Fossil (East) Ltd

•	Design and establish of a skillful and motivated APAC IT Service Desk team.
•	Ensure monitoring standards, staffing levels, and training levels, etc., are controlled and well documented.
•	Drive continual improvement through clear analysis and action from KPI reporting. (Define KPI report to Dallas, setup point of KPI)
•	Check and responds to entitlement to service and impacts on available resources.
•	Coordinate with Service Desk supervisors on the day-to-day execution of Service Desk.
•	Identify and implements positive changes to the service delivery processes.
•	Identify exceptions and deviations reporting, as well as management of these situations.
•	Contribute to, adopts and communicates new and changed policies.
•	Ensure the standards and procedures are being followed.
•	Facilitate resource commitment and allocation.
•	Identify and implements process improvements.
•	Analyze and distributes request fulfillment reports.
•	Act as the focal point for processes, communicate with end users and management.
•	Facilitate resolution of issues with items not complying with the process.
•	Define the escalation policy and follows defined escalation path when needed.
•	Remediate the Service Desk process when standards and procedures are not being followed.
•	Be management representative for APAC to take leadership team on the global Service Desk.
•	Be responsible for developing and executing the IT Service Desk strategy.
•	Manage and develop the APAC Service Desk with the related project  for Service Desk team.
•	Identify design and implement for IT process to meet Fossils requirements in APAC to support business growth.
•	Be escalation contact to senior management for all IT services in Asia.
•	Develop and manage relationship with vendor in region.

Manager, 'IT-Service Desk & End User Compute -Services - Asia Pacific'

•	Design and establish of a skillful and motivated APAC IT Service Desk team.
•	Ensure monitoring standards, staffing levels, and training levels, etc., are controlled and well documented.
•	Drive continual improvement through clear analysis and action from KPI reporting. (Define KPI report to ISD, setup point of KPI)
•	Check and responds to entitlement to service and impacts on available resources.
•	Coordinate with Service Desk supervisors on the day-to-day execution of Service Desk.
•	Identify and implements positive changes to the service delivery processes.
•	Identify exceptions and deviations reporting, as well as management of these situations.
•	Contribute to, adopts and communicates new and changed policies.
•	Ensure the standards and procedures are being followed.
•	Facilitate resource commitment and allocation.
•	Identify and implements process improvements.
•	Analyze and distributes request fulfillment reports.
•	Act as the focal point for processes, communicate with end users and management.
•	Facilitate resolution of issues with items not complying with the process.
•	Define the escalation policy and follows defined escalation path when needed.
•	Remediate the Service Desk process when standards and procedures are not being followed.
•	Be management representative for APAC to take leadership team on the global Service Desk.
•	Be responsible for developing and executing the IT Service Desk strategy.
•	Manage and develop the APAC Service Desk with the related project  for Service Desk team.
•	Identify design and implement for IT process to meet Fossils requirements in APAC to support business growth.
•	Be escalation contact to senior management for all IT services in Asia.
•	Develop and manage relationship with vendor in region.

Assistant Manager, IT - Service Desk , Asia Pacific

•Design and establish of a skillful and motivated APAC IT Service Desk team.
•Check and responds to entitlement to service and impacts on available resources.
•Coordinate with Service Desk supervisors on the day-to-day execution of Service Desk.
•Identify and implements positive changes to the service delivery processes.
•Identify exceptions and deviations reporting, as well as management of these situations.
•Ensure the standards and procedures are being followed.
•Facilitate resource commitment and allocation.
•Identify and implements process improvements.
•Analyze and distributes request fulfillment reports.
•Act as the focal point for processes; communicate with end users and management.
•Facilitate resolution of issues with items not complying with the process.
•Define the escalation policy and follows defined escalation path when needed.
•Remediate the Service Desk process when standards and procedures are not being followed.
•Be responsible for developing and executing the IT Service Desk strategy.
•Manage and develop the APAC Service Desk with the related project for Service Desk team.
•Identify design and implement for IT process to meet Fossils requirements in APAC to                     support business growth.
•Be escalation contact to senior management for all IT services in Asia.
•Develop and manage relationship with vendor in region.

Regional IT Service Support Lead

•Manage, maintain & monitor all LAN/WAN  network equipment such as Switches and hubs.
•Administrate and ensure a smooth daily operation of LAN/WAN systems consists of  NT servers,  Email Servers which provide services for users in Hong Kong and USA Office.
•Evaluate and test new technologies & products regarding Systems and Networking, and participate in making business decisions by contributing recommendations & suggestions.
•Setup procedural methodology for data backup and disaster recovery plan.
•Provide day-to-day technical support and trouble-shooting of hardware and software in relation to the Point-Of-Sale system.
•Provide end-user technical support & conduct user training.

System Engineer

•Manage, maintain & monitor all LAN/WAN  network equipment such as Switches and hubs.
•Administrate and ensure a smooth daily operation of LAN/WAN systems consists of  NT servers, Email Servers which provide services for users in Hong Kong and USA Office.
•Evaluate and test new technologies & products regarding Systems and Networking, and participate in making business decisions by contributing recommendations & suggestions.
•Setup procedural methodology for data backup and disaster recovery plan.
•Provide end-user technical support & conduct user training.

System Support

ASM Assembly Automation Ltd. (HK)

Business: Semi-Conductor Manufacturing

•Supervised the Regional EDP department (a team of nine) to support the corporate networks   (Over 1500 users)
•Managed, maintained & monitored all LAN / WAN (Lease line and Frame Relay) network equipment such as Cisco router, multiplexer, FDDI GigaSwitch, Cisco 6509 Switch, Fast / Gigabit Ethernet Switches and hubs.
•Administrated and ensure a smooth daily operation of LAN/WAN systems consists of Novell servers, VAX/VMS system & NT Servers to provide services for users in Hong Kong, Singapore and China.
•Provided consulting support to the global sales offices and facilitated the crucial installation stages.
•Evaluated and test new technologies & products regarding Systems and Networking, and provided recommendations & suggestions in making business decisions.
•Setup procedural methodology for data backup and disaster recovery plan.
•In check of the upgrade project for Novell Netware and planning of new network layout for upgrade.
•Provided end-user technical support & conduct user training.
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System Engieer

Experienced Information Technology Service Desk Manager skilled in Retail, IT Service Management, Windows Server, Management, and Service Desk. Strong operations professional graduated from IT industrial certification.

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