Experience as Server Administrator / Desktop Administrator

• Employer

  Citibank

• From

  01 May 2005

• To

  04 September 2017

• Detail

  Accomplishments:
   Entrusted to lead and manage 2 major projects within Citibank-
  - Refurbishment of all floors of existing building and to remodel it based on the Citi Workspace model.
  - Branch refurbishment to smart branch
   Hand-selected to manage the challenging role of ensuring information provided is incorporated in the project with zero gaps. Reported to the Country Technology Infrastructure Manager and the Regional Project Manager.
  A robust Project with multiple SMEs (Subject Matter Expert) involved from the IT domain. The project is being managed by a third-party consultant and the main stake holders are the Realty services department and the IT. All the technical details were gathered from the SMEs and shared with the Project Managers.
   The project can be divided in 2 sections from an IT perspective.
  1. Modern Audio/Video Solutions
  2. Refurbishing- upgrade and enhance IT Infrastructure
  Key Responsibilities:
   Commanding delivery of strategic infrastructure projects. Ensuring integrity and delivery of multiple projects with respect to Establishing project plans and co-partnering with project team to meet aggressive and ambitious business agendas with time, budget, scope, change, risk and resources in the most challenging environments.
   Defining scope of new projects, its goals/deliverables, allocating resources to support project implementation.
   Leveraging financial acumen whilst assisting Regional Project Manager in handling finances/ budget of the project, providing breakup of the one-time expenses/CAPEX and recurring costs.
   Generating regular reports on performance, providing comprehensive information and comparison of the budget allocated towards the actual and the estimated spends.
   Providing strategic guidance on procurement decisions, evaluating and shortlisting tactical solutions and vendors for Infrastructure. Identifying vendors for procuring IT products at practical and cost-effective rates.

Experience as IT Project Lead

• Employer

  Citibank

• From

  10 September 2017

• To

  27 September 2018

• Detail

  Accomplishments:
   Entrusted to lead and manage 2 major projects within Citibank-
  - Refurbishment of all floors of existing building and to remodel it based on the Citi Workspace model.
  - Branch refurbishment to smart branch
   Hand-selected to manage the challenging role of ensuring information provided is incorporated in the project with zero gaps. Reported to the Country Technology Infrastructure Manager and the Regional Project Manager.
  A robust Project with multiple SMEs (Subject Matter Expert) involved from the IT domain. The project is being managed by a third-party consultant and the main stake holders are the Realty services department and the IT. All the technical details were gathered from the SMEs and shared with the Project Managers.
   The project can be divided in 2 sections from an IT perspective.
  1. Modern Audio/Video Solutions
  2. Refurbishing- upgrade and enhance IT Infrastructure
  Key Responsibilities:
   Commanding delivery of strategic infrastructure projects. Ensuring integrity and delivery of multiple projects with respect to Establishing project plans and co-partnering with project team to meet aggressive and ambitious business agendas with time, budget, scope, change, risk and resources in the most challenging environments.
   Defining scope of new projects, its goals/deliverables, allocating resources to support project implementation.
   Leveraging financial acumen whilst assisting Regional Project Manager in handling finances/ budget of the project, providing breakup of the one-time expenses/CAPEX and recurring costs.
   Generating regular reports on performance, providing comprehensive information and comparison of the budget allocated towards the actual and the estimated spends.
   Providing strategic guidance on procurement decisions, evaluating and shortlisting tactical solutions and vendors for Infrastructure. Identifying vendors for procuring IT products at practical and cost-effective rates.

Experience as Desktop Support Lead

• Employer

  JS Bank Ltd.

• From

  15 July 2019

• To

  29 June 2021

• Detail

  Key Responsibilities:
   Working closely with the business and the internal support team to improve the service quality and response time along with instituting a program of continuous improvement.
   Installation & Troubleshooting printer, desktop and laptop related hardware problem.
   Identifying areas of focus and techniques to improve service quality and reduce the overall number of requests. Also, identifying opportunities to enable end-users to become more self-sufficient.
   Responsible for creating a positive customer support experience and building strong relationships through communication, problem understanding, and timely resolutions.
   Detecting reoccurring technical issues and recommend solutions based on root cause analysis.
   Performing end-user satisfaction surveys and develop action plans accordingly to address areas needing improvement.
   Organizing, coordinating, and leading one-time or recurring projects and tasks within the scope of the Tech Support Team. (e.g., software deployments/upgrades, employee moves).
   Prioritizing, scheduling, and assigning service requests. Tracking and analyzing service request trends to identify areas of improvement, efficiencies, and automation.
  Projects
   Migration of more than 1000 users from IBM Lotus Notes to MS 365
   Upgrade of Windows 7 to Windows 10