Daniel Ch'ng-Resume2014v1.1

Daniel Ch'ng Keong TohB-13A-05 USJ1 Avenue Condo,Persiaran Mewah, USJ 1,47600 Subang Jaya, Selangor

Mobile : +6016 210 1990

Home : +603 8022 2783

Email : [email protected]

Simple Summary

Over 17 years of experience in the IT industry while holding a wide variety of roles in various local and multi-national companies. Most recently held a regional management position as Regional Engagement Manager for World Vision international, and prior to that was the Eastern Hemisphere IT Service Desk Supervisor of Baker Hughes Incorporated.

Recent experience includes service delivery and service management engagement with the Asia Regional and National Office leaders to identify needs for ICT services, aggregate the needs across the region and determine opportunities to leverage global resources and capabilities to address these needs.

Areas of Expertise: IT Service Management and Service Delivery. IT Service Desk management and administration - based on ITIL best practices. IT Operations review, assessment and planning. IT Project definition, design, deployment. IT Crisis management, planning and prevention. New product support definition and introduction. Team management and motivation.

Personal Particulars

Age : 35 / 6th January 1979 Religion : ChristianGender : Male Status : MarriedRace : Chinese/English Children : 2Nationality : Malaysian Interests : Computers, Music, And Outdoor Pursuits

Education

Asia Pacific Institute of Information Technology, Kuala LumpurBSc Information Technology in Internet Technology (2001) – Incomplete

Higher Diploma in Information Technology in Computer Science (2000)Diploma in Computing in Computer Science (1998)

Summary of Most Recent Work Experience

Regional Engagement Manager, World Vision International (May 2012 – Nov 2014) Regional ICT leader to ensure ICT enables field operations and align regional agenda to global and national strategies. Engagement with the Asia Regional and National Office leaders to identify needs for ICT

services, aggregate the needs across the region and determine opportunities to leverage global resources and capabilities to address these needs. The primary point of contact for the Asia region on all Global ICT related matters.

Service Desk Supervisor, Baker Hughes Services (M) Sdn Bhd (Sep 2007 – May 2012) As part of the global IT Service Desk my core responsibilities include: IT Service Desk Management and administration Manage a team of 15 IT analysts (Middle East, Language Support, After Hours) Work with Global IT Service Director to implement change and alignment to ITIL standards Main technologist for support and administration of global Service Desk systems Work in partnership with IT functional teams to onboard and deploy new systems and support

IT Manager, H. ROSEN Engineering (M) Sdn Bhd (May 2002 – Aug 2007) As IT Manager of ROSEN Far East my core responsibilities encompass 4 main areas: IT General Management Local Security Supervisory IT Administration IT Hardware and Software

(See attachments for Detailed Employment History and Projects)

Confidential Page 1 of 2 Resume

mailto:[email protected]

Achievements and Milestones

Successful delivery of major global initiatives for the field in alignment ICT Target Operating Model in AsiaAs regional ICT leader, worked with regional and national leadership for the delivery of major business systems into the field. Lead the ICT change agenda to adapt Asian offices and align with our evolving market in the humanitarian space. Provided leadership, governance and direction of for local team formation and resource assignment. Evaluated current processes and worked with teams to adjust practices to ensure consistency and compliance. Asian member of our culture embed team responsible to assist the with communications and perspective alignment. Aligned the Global ICT engagement team in Asia.

Successful implementation of Global Service Management solution in all 54 countries.Lead the global implementation to align our global service management system. With project management team assisted all National offices to understand the change, plan appropriate change plans, and execute within the 3 month time frame. Successfully implemented system process models for local ICT teams to mature their local support organizations and support processes. Work continues to ensure adoption and increase process maturity.

Key role in successful deployment of New Service Desk ACD systemAssigned the key role of technical system consultant for Eastern Hemisphere. In partnership with other key stakeholders, performed the job of designing, developing and implementing the best-in-class solution demanded by the Baker Hughes organization. Spent 3 weeks in Houston to test the new system design, and maintained US work hours to actively test and debug the system through the deployment. Successfully deployed the USD 3.5 Mil solution in Q4 2011.

Primary planner and organizer in successful relocation of the Eastern Hemisphere Service DeskAssigned the key role to manage the relocation and transition of one half the global service desk. In partnership with the project team and other key stakeholders, developed the move plan and future operations layout. Achieved flawless execution and zero downtime to the global service desk.

Received highest level ‘GOLD’ award for successful management of global operations during Houston hurricane seasonWorking in partnership with IT service management, staffed and maintained a 24x7 operations center based in Kuala Lumpur for a period of 2 weeks, while Western Hemisphere shut down due to emergency weather conditions. Achieved minimum impact to the global customer base and managed to maintain acceptable levels of the SLA.

Successful formation of Eastern Hemisphere service deskWorked in collaboration with the Service Desk Management to design, construct and staff a new IT call center in Kuala Lumpur. Successfully consolidated Service Desks from Aberdeen, Perth, and Dubai, while improving SLA records. The design was so successful that its core setup is still maintained today, 5 years on.

Certificates and other skills

CERTIFICATESITIL® v3 Intermediate: Operational Support and AnalysisITIL® v3 Foundation

SKILLS LEVEL ICT Service Management implementation At global and regional level IT Service desk management and administration Based on ITIL best practices Apropos Call Center System Design, Administration, and Support Company-wide Security Policies and Solutions Definition, Communication, and Deployment Virus Management Quarantine and Control Backup Management and Disaster Recovery Advanced LAN & WAN Connectivity Design, Deployment, and Management

Language Proficiency Availability

(1 = worst, 10 = best) Spoken / WrittenEnglish : 10 / 10 Willing to be Relocated : YesBahasa Malaysia : 4 / 1 Availability : Immediately

References

Name Company Contact #

Teh Ken Tsing Sunway University – Assistant Manager, Student Services +6012 453 5293

Lim Wing Hoe World Vision International – Regional Engagement Manager +6017 654 6385

(Further references available on request)

Confidential Page 2 of 2 Resume

APPENDIX: Detailed Employment History

World Vision International (2 years+)Regional Engagement Manager – SAP May 2012 – Nov 2014 (2 years, 6 months)

The focal point and interface of Global ICT in the region, providing leadership and support to the region (Regional Offices, National Offices, Support Offices, and other World Vision entities) in the delivery of ICT services and achievement of committed service levels.

Leadershipo Provide thought leadership and advice on ICT and service delivery matters to Regional and National

leadership teams. (Strategy, Planning, budgeting, recruitment, etc.)o Be the trusted advisor for all business engagements to promote and implement the global ICT

strategy, policies and standards.o Total accountability for the level of ICT and delivery in accordance with the Service Level Agreement

(SLA) in the region. Management

o Identify and pursue opportunities to delivery ICT services in the region in alignment with Global and Regional strategies.

o Work with Global ICT team to aggregate demand from the field and manage prioritization of regional projects and implementations.

o Manage field engagement for partnership driven ICT initiatives while ensuring alignment with Global and Regional priorities.

Operationso Provide guidance and advice to National Office ICT team to develop ICT capacity and capability.o Provide domain expertise (with support from Global ICT body) to inform on regional and national ICT

annual operating plans.o Facilitate resource sharing throughout the region and enable knowledge transfer.o Work with Service Delivery Manager to allocate and manage resources across all global

implementations and regional projects.

Baker Hughes Services (M) Sdn Bhd (4 years+)Service Desk Supervisor - EH Sep 2007 – May 2012 (4 years, 8 months)

As part of the global IT Service Desk my core responsibilities include: IT Service Desk Management and administration

o Manage the global running of an IT Service Desk that supports internal Global customers of a leading oil services company.

Manage a team of 15 IT analysts (Middle East, Language Support, After Hours)o Service Desk in KL consists of 60 individuals on average, supporting 45,000 customers in major

offices and remote locations worldwide, in 4 major languages. Work with Global IT Service Director to implement change and alignment to ITIL standards

o By generating and analyzing reports of KPI’s and other metrics, make changes to operational processes, procedures, and work instructions, to ensure customer and business satisfaction is optimized.

Main technologist for support and administration of global Service Desk systemso Main roles include Call center ACD system administration, phone system administration and basic

support, as well as being the primary focal point for all vendors related to Service Desk systems. Work in partnership with IT functional teams to onboard and deploy new systems and support

o Work with the Global ITIL manager, the Service Desk Director, and the change management team to onboard new services into the service catalog. Assessment on feasibility and growth requirements performed to fulfill capacity management goals.

H. ROSEN Engineering (M) Sdn Bhd (4 years+)IT Manager May 2004 – Aug 2007 (3 years, 3 months)

As IT Manager of ROSEN Far East my core responsibilities encompass 4 main areas:

IT General Management Responsible for all departmental financial budgeting, planning, cost-control, and reporting Responsible for the perfect function and the high availability of the information technology used within ROSEN

Far East.o Main function – to provide the IT infrastructure to ROSEN personnel to fulfill their respective job

requirements.o Administration and supervision of security access rights of the ROSEN personnel to the IT-resources.

Confidential Page 0 of 4 Detailed Employment History and Projects

o Planning and implementation of an efficient communication architecture between locations of the company in agreement with the General Management and Corporate HQ.

o Planning and coordination of necessary updates, extensions and changes to the configuration.o Determination and coordination of general data structures.o Planning and coordination of the data transfer between the company processes.o Third-Level-support or coordination of the support with respect to all problems relating to IT.o Assignment of the “ROSEN Job Titles” to the respective employee.

Local Security Supervisory Responsible for local IT security in direct partnership with Corporate Security, reporting directly to the local

General Manager and Corporate Security Officer.o Central contact with respect to all safety questions concerning the IT.o Establishment and Maintenance of guidelines pertaining to safety and security.o Responsible for local security awareness program in close contact with on-site personnel (HRM) and

local Training & Education (QEM-TEMA).o Site audit (at least once a year) performance of Information Security (IS) according to the security

procedures. Work with local ITE Administrators and appropriate systems personnel to resolve discrepancies.

o Process site Risk Incident Reports (RIRs). Take appropriate action and use the standard QHSE reporting process.

o Actively develop and maintain knowledge of security policy, standard and practice as recommended by Corporate Security.

o Actively participate in security evolution (policy, response, coordination) and promote appropriate standards and tools within assigned locations.

o Perform Local Registration Authority (LRA) functions for PKI and personal identity validation. If necessary, designate other LRAs as proxies for the site.

IT Administration (As Below)

IT Hardware and Software (As Below)

IT Administrator Nov 2002 – May 2004 (1 year, 6 months)

IT Administration Responsible for the proper function of the networks and servers used within ROSEN Far East group and for

the protection of the company data against destruction, harmful manipulation and theft.o Carrying out and monitoring the backup routines required for the data protection.o Transportation and Storage of the data backups in a safe and secure environment.o Supervision of the performance of the network and the servers.o Ensuring the permanent and proper availability of the servers.o Responsible for the sufficient availability of the used communication networks.o Anti-virus control and management.o Second-Level-support relating to network and server problems.

IT Hardware and Software Responsible for a proper function of the computers and peripherals used within ROSEN Far East as

well as the correct and reproducible installation of the operating system, the standard software and the Rosen programs.

o Definition / Determination of the hardware components for servers, work stations and notebooks.

o Take inventory of hardware and software.o Correct installation and function of anti-virus software on every workstation.o Support of the ROSEN personnel with respect to hardware and software problems with the

following support differentiation: All-Level-Support Hardware. First-Level-Support Standard Software. First-Level-Support Rosen Programmes. First-Level-Support network and servers.

Novartis Corporation (M) Sdn Bhd (<1 year)MIS Executive Feb 2002 – Oct 2002 (8 months)

Maintain local infrastructure for 100 networked users. Maintain Local LAN and server pool, inclusive of:

o BDC of remote master domain.o PDC of local resource domain.


o WINS/DNS/DHCP Server.o Package Distribution Server.o Lotus Domino Mail and Collaboration Server.o Antivirus Server.

Implement Disaster Recovery program hand-in-hand with SAP implementation team. Implement local Security and Monitoring program for system and network auditing.

MCSB Systems (M) Bhd.Account Engineer Apr 2000 – Jan 2002 (1 year, 9 months)

Supervising account engineer group, ensuring account engineers generate targeted gross profit for each month. (Apr 2001 – Jan 2002)

Assist account engineers to penetrate customer and generate sales:

o Assist in first level introductory and consultancy meetings.

o Assist in proposal generation and presentation.

o Assist in securing and closure process.

To provide training to account engineers on the key elements of servicing, selling and customer satisfaction, as and when needed.

Responsible for 30 active customer accounts within Petaling Jaya, and to generate targeted gross profit each month.

Responsible for providing customer with single point of contact between customer and MCSB systems:

o Required to provide basic sales and consultancy services.

o Required to provide pre-sales and support services, on-line and on-site.

o Required to generate customer needs, draw-up proposal, present solution, and manage closure process.

Assisted all other engineers in terms of technical support level

Notable Achievements:

o Averaged one of the top achievers for GP generation and productivity.

System and Network Assistant Apr 1999 – Apr 2000 (1 year)

Provide on-site technical support to MCSB’s customer base within Klang Valley:

o Problem solving for problems ranging from PCs to Wide Area Networks.

o Co-ordinate on-site visits with 3rd party and external vendors/principals.


o Averaged one of the top achievers for productivity.

Help Desk Support Specialist Aug 1998 – Apr 1999 (1 year)

Provide on-line technical support for MCSB’s customer base for whole of Malaysia and Singapore:

o Troubleshoot and log calls.

o Provide optimum resolution via the telephone.

o Escalation of problem to on-site engineer if required.


o Averaged one of the top achievers for on-line resolution and productivity.

Zaxxon Sdn. Bhd.IT Technician Aug 1996 – Aug 1998 (2 years)

On-site support for Zaxxon customer base within Klang Valley.

Basic PC and Server assembly and troubleshooting.

Basic deployment of physical Local Area Network inclusive of infrastructure:

o Server and PC setup and installation

o Cable laying and splicing


APPENDIX: Noteworthy Projects

Global Service Management implementation - April 2014 – July 2014

Goal: Successfully implement Incident Management and Request Fulfillment System across all National Offices and adopt base service management processes to set the foundation for global service management rollout.

Was brought in to streamline project to meet implementation deadlines which were at risk. Worked with project team and service delivery team to streamline implementation process and adjust

implementation milestones, resources, and expected deliverables. Developed implementation plan and tracking mechanism for all milestones. Provided regular updates to senior leadership and stakeholders on progress. Worked with implementation team to deliver correct messaging and align communication package for each

region. Helped service delivery team align regional support models and adopt standard global processed. Developed maturity plan and resource assignment for post implementation continuation of the work.

Successfully implementation the Global Service Management solution in all 54 countries. Inclusive of incident management and request fulfillment system, standard operating processes, a base SLA, maturity model and support model.

New Service Desk ACD system - May 2011– Dec 2011

Goal: Design and implement a new ACD system to replace the End-Of-Life system currently used based on the CISCO architecture. Improve on the current system and leverage to powerful tools embedded into the new product.

Was the major representative in Eastern Hemisphere and key technologist on the system design. Provided consultancy on the current system architecture and structure definition. Worked with project team and vendor to define the business requirements and define the business design. Spent time in Houston to test system readiness and offer guidance on bringing the system closer to

operational expectations. Worked with project manager to ensure all teams performed their respective actions, including Network,

Server, Telecoms, and the Vendor. Served as main point of contact for system deployment and future escalations.

Overall a successful deployment and an improved overall experience globally.

Relocation of the Eastern Hemisphere Service Desk - Apr 2010– May 2010

Goal: Relocate the already established and fully operational Eastern Hemisphere Service Desk in KL. Move includes Equipment, infrastructure, people and peripherals.

Worked directly with the corporate project manager to determine requirements and expectations for the move. Drew up design of new location to include current and future short-term growth expectations. Coordinated communication and action plan with internal management and execute according to agreed time

plan. Directly coordinated with vendors and technicians on hardware infrastructure and configuration requirements. Overlooked move and transition of people and equipment.

Achieved flawless execution and zero downtime to the global service desk by making use of shift patterns to accommodate the move, while also leveraging the center in Houston, USA.

Formation of Eastern Hemisphere service desk in Baker Hughes Inc. - Sep 2007 – Feb 2008

Goal: Consolidate the various distributed call centers in the Eastern Hemisphere (Aberdeen, Perth, Dubai) into a single location in Kuala Lumpur, making use of the follow the sun model, while leveraging the already established center in Houston.

Developed staffing model in partnership with Service Desk Manager, and established the team and rotation schedules for the 4 different teams that would be consolidated into KL.

With the use of data and volume reports determined required staffing levels to ensure optimum management of the Service Level Agreement actively in place.

In collaboration with manpower sourcing agencies assessed and hired the best talent needed for the successful running of the center.

Coordinated training agenda and itinerary for the 20 new staff that would join.

The design was so successful that its core setup is still maintained today, 5 years on.

HSEQ Portal Development and Deployment - May 2006 – June 2007


To develop and deploy a solution to portray ROSEN’s commitment to Health, Safety, Environment, and Quality issues with regards to project handling and customer interaction. The system portrays ROSEN’s transparent approach to sensitive issues and relays information, data, and noted actions directly to clients within a simple, friendly, internet accessible portal.

To achieve the intended purpose, the system allows creation, management, execution and completion of all projects. ROSEN actively fills out projects from start to finish, with all information relating to HSEQ uploaded. Clients can access current, past, and planned projects information and their respective HSEQ details.

Feedback channels and a discussion forum will be made available for open discussion and to open avenues for improvement and enhancement.

https://www.rosen-fe-hseq.net/ (Secured website)

NCN Reporter Development and Deployment - May 2005 – Aug 2005 Version 1/May 2006 – May 2007 Version 2

Version 1:Develop and deploy a solution to formerly track and report on all Non-Conformance incidents in ROSEN.The system should include a procedure for incident capture, investigation, and closure. The system should also allow for reporting and analysis of the entire data.

Notifications and email prompting must be present to ensure proper follow-up and interaction with the system is achieved. Categorization of incidents and management of such shall be based on the current practiced manual technique.

Version 2:The system must be remade to include an approval process for incident submission and completely restructure the work-flow within to follow new organizational changes. Reporting and analysis functions shall be made more robust and function for all managerial staff dependent on their respective roles and responsibilities.

The new system shall be made completely customizable to allow for necessary changes to company organization within the system, without having to re-program.

http://KUL0012/NCNReporter/ (Intranet based system)

ROSEN Far East Newsletter – 10th Year Anniversary issue - Feb 2003 – Jul 2003

Was one of 4 members of the editorial team to compile, construct, format, and print the 10th Anniversary newsletter for ROSEN Far East. The challenge arose as the entire job was done internally with no external support (except for the printing process).

Completed above the expected level, receiving many commendations and compliments for a stellar job.

Document available for viewing upon request


http://KUL0012/NCNReporter/

https://www.rosen-fe-hseq.net/

Documents

Daniel Ch'ng-Resume2014v1.1