Senior ICT Management

Professional Profile

Charlie Chen

Email: chenxw@tpg.com.au

Mobile: +61(0)421053685

Table of Contents1. Executive Summary

2. IT Infrastructure Strategy Management

3. Implement ITEL Framework to IT Operation

4. Extensive IT Project Management

5. IT Team Management

6. Vendor and Internal Stakeholder Management

7. Technical Expertise /Education

8. Personal Strengths

Executive SummaryAs an passionate, dynamic, open-minded, driven to go the extra mile and always seeking innovated IT solution with over 28 years of experience in IT and more than 16 years in senior IT management role, I have the reputation as a strategic planner as well as able to manage all aspects of IT portfolio (including: infrastructure, system, security, help desk, change management, project and vendor relationship). I am a confident, inspirational leader and has the ability to collaborate with the business units to align IT with the business growth, drive strategic initiatives, build high performing teams and execute solid plans to deliver services and solutions to the organization. I have strong influencing and negotiation skills and have over 18 year experiences managing vendors locally and globally. I have track record of implementing ITIL best practices and mastering process and procedures as well as delivering complex integrated, multiplatform hardware/software solution on time, within budget while at the same time to exceed corporate business objectives. I have advanced knowledge of business modelling, management accounting, business transformation, organizational behaviour, corporate governance and social responsibility, budget management, ICT infrastructure and project/program management. My online articles of above subjects has been viewed/download over 1000 time globally.

IT Infrastructure Strategy Management

McDonald’s Corporation Over all responsibility for McDonald’s Asia Pacific, Middle East and Africa regional IT WAN/LAN

Architecture, Security and regional Data Centre Design, implementation and management

Responsible for developing strategic roadmap of regional ICT Network Infrastructure/IS Security and ICT Application

Integral member of organization’s Worldwide IT infrastructure management team with full responsible of maintaining a high level architectural view of Computing & Networking (IT Infrastructure) environment

Responsible for developing and implementing ICT policies and enterprise ICT standard

Responsible for Managing WAN/LAN IT infrastructure, network security and associated services within Asia Pacific Middle East and Africa region and ensure operational frameworks, procedures & policies are in accordance with agreed SLA’s.

Community Mutual Group/NSW Government Agency

Full responsibility for Architecture Design state of art Data Centre, Call Centre, Disaster Recovery strategy and converged (Voice/Data/Video) enterprise network infrastructure

Full responsibility for managing LAN/WAN/Data Centre infrastructure with converged voice/data/video network (Microsoft OCS, Nortel Call Centre system and Tandberg Video Conference System) and significantly reduced the system downtime and increased the internal/external user satisfaction

Overall responsibility for developing IT policies, procedures, operational flow and operation manuals.

Full responsibility for enforcing, implement and manage IT policies, ensuring adherence to Company’s IT standards on systems security and standards operating procedures.

Full responsibility for maintaining a high level architectural view of Computing & Networking (IT Infrastructure) environment.

Full responsibility for managing Data Centre virtualization, hosting and BAU operation

Responsible for developing strategic roadmap of organization ICT Network Infrastructure and IT System

Implement ITIL Framework

McDonald's CorporationInstigated McDonald's regional/global IT Change management process and procedures

Managed McDonald’s Global/Regional change management activities for over 6 years

Created documentation for McDonald’s Asia Pacific, Middle east and Africa regional IT Service Management, project and change management, IT Infrastructure Management, IT Application management and IT Security management

Community Mutual GroupFull responsible for implement ITIL Framework to its current ICT Operation Management

Instigated IT Change management process and procedures and created IT change management policies

Create IT service Desk management workflow, process and procedures

Implement ITIL orientated IT Service Desk management system

Chair IT Change management Advisory Board Meetings

Instigate IT Risk management and work with internal/external to create IT risk mitigation plan

NSW Government AgencyFull responsible for implement ITIL Framework to its current ICT Operation Management

Instigated IT Change management process and procedures and created IT change management policies

Create IT service Desk management workflow, process and procedures

Implement ITIL orientated IT Service Desk management system

Chair IT Change management Advisory Board Meetings

Instigate IT Risk management and work with internal/external to create IT risk mitigation plan

Extensive IT Project Management McDonald’s Corporation

Full responsibility for Program/Project management of Regional IT infrastructure and Network Security initiatives

Overall responsibly for developing and enhancing customer service at all levels of the regional IT organization by gaining credibility and confidence from the Business Units in the IT service capabilities

As a single Point of contact for interfacing with corporate ICT shared services management team on any infrastructure / security related initiatives.

Full responsibility for micro/macro managing global/regional IT Projects to ensure projects are delivered on time and within budget.

Full responsibility for creating/Mainstreaming of Project documentation such as Project Management Plans, Project Schedules, Project Financial Management, Project Communication Plans, Procurement Plans, Project Status Reports, Project Risks and Issues Logs, Detailed Designs, Implementation Plans, Test Plans, Change Management Records, Quality Control, User Guides, Support Manuals and Handover documents

Community Mutual group/NSW Government Agency Project management of design and implement new generation of firewall, VPN concentrator and Core Network routing/switching

Project management of Developing, Testing and Implementing SOE for Desktop and notebook PCs

End to end managing all IT Infrastructure projects

Project management of contact center system upgrade and IVR System upgrade

Program management of Data Centre infrastructure transition/ transformation to external outsource vendor as well as IT Service Desk Integration

Full Responsibility for Project lifecycle management of all IT infrastructure/systems initiatives which include concept developing, project initiation, project planning, define project objectives, system designing and software/hardware procurement, solution implementation (build, execute, control, monitor and handover), project closure and review.

Full responsibility for creating/Mainstreaming of Project documentation such as Project Management Plans, Project Schedules, Project Financial Management, Project Communication Plans, Procurement Plans, Project Status Reports, Project Risks and Issues Logs, Detailed Designs, Implementation Plans, Test Plans, Change Management Records, Quality Control, User Guides, Support Manuals and Handover documents

IT Team Management

• I have substantial team-building talent, as well as strong leadership qualities that include recruiting and retaining top technical talents. With the over 12 years experience in IT technical support and team performance management, I am able to motivate team members and lead a team providing high-level customer satisfaction technical support.

• As a team leader, I able to inspire, mentor, and develop my team to be the very best in the business and involve them in the decision making process to inspire confidence and assist with their development. I produce, implement and monitor development plan for each team member to address technical and professional growth opportunities. I am a person who has the leadership skills capability to take my team/department on a journey of discovery, creation, high accomplishment, and personal fulfillment.

Vendor and Stakeholder

Relationship Management• McDonald’s Corporation

– Full Responsibility for regional IT outsourcing Vendor Management including vendor relationships, negotiate contracts, set objectives and monitor SLA performance of external providers in order to provide cost effective outsourced solution to organization and worked with external vendors to create mutually beneficial alliances

– Responsible for purchasing and managing all IT network infrastructure equipment's

– Responsible for SLAs of regional telecommunication services and system management Vendor’s

– Teams with senior leadership in the region to understand the business requirements and build strategic business relationship with external IT service vendors to ensure a timely, accurate and cost effective solution to the organization’s business needs.

• Community Mutual Group/NSW Government Agency

– Review network support and services and management SLA of external IT/Network vendor’s product and services.

– Manage business relationships with 3rd party suppliers and vendors as part of general project work for either implementation or support tasks.

– Standardize supplier selection & evaluation processes and criteria for procurement related activities.

– Full responsibility for engaging senior management team of the organization in resolving major ICT issues on business functions, processes and IT systems

Technical Expertise

CISCO WAN routers/LAN switches, Cisco, Juniper and Nortel remote

access servers, MPLS WAN and IPSec VPN WAN, Metropolitan Area

Network, TCP/IP, FTP, Firewall (Cisco and Juniper Firewall Devices),

IT System Auditing tools, SOX/PCI Compliance, Virus Prevention, IBM

Blade Server, IBM AS/400, Oracle/JD Edwards, Microsoft Windows

2003/2008 server, Cisco UC, Microsoft Lync Server, Microsoft Active

directory, Microsoft SQL Server, Hyper-V, Citrix, EAI, Virtualization

technologies, Riverbed(WAN Traffic Acceleration), Storage Area

Network. NAS, POS, Wireless LAN Security Management (Cisco and

Aruba Wireless LAN Devices),Voice Over IP (VoIP) technology and

Cisco/Tandberg Video Conference device (server, codec, etc.), Nortel

Call Centre Digital Telephony System and Interactive Voice Response

(IVR).

Education& International

RecognitionFeb. 2013 Executive Master of Business Administration (EMBA)

University of Technology, Sydney

Feb. 2000–Oct. 2002 Post Graduate Certificate of IT Management

University of Technology, Sydney

June, 2002 Certificate of IP Telephony

Cisco Systems

April, 1998 Certification of Internet Solutions

CISCO UNIVERSITY

Aug. 2010 ITIL V3 Foundation Certification

INTERNATIONAL RECOGNITION

2013 List of Candidate of Worldwide Who’s Who

2011 Stanford Who’s Who Honoured Member

1998 List of candidate of International WHO’S WHO in Information Technology

2003 List of Candidate International WHO'S WHO of Professionals

Personal Strengths

Maximizer

Achiever

Focus

Activator

Learner

Self-motivated

Detail-Oriented

Always creating a tailored

Information strategy and

architecture; aligning to

business objectives and

regulatory requirements

Ability to design and

implement practical IT

solutions for organizations

and provide high quality

maintenance and support

for ICT infrastructure.