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Customer Service Management

Location:
North Vancouver, British Columbia, V7M 1T6, Canada
Salary:
$100,000
Posted:
February 19, 2018

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Objective

I thrive on transforming businesses to exploit new technology and the data generated/collected to build new monetized business value through a consulting and collaborative approach. Over my 14 year career at Intel, I have done exactly that, for Global Fortune 100 companies. My most resent role at Intel was Director of Connected Car Cloud and Autonomous Driving for Toyota, Nissan and Hyundai/Kai. That role span both business and technical aspects of solution development. This was done working on-site with Intel/Toyota architects and senior management (CEO-1 and -2) at Intel/Toyota to co-develop solutions, business cases and roadmaps to achieve shared business objectives. That engagement was hands-on and extremely complex due to many factors. Chiefly, Toyota was new to technology transformation and “they don’t know, what they don’t know” and I had to take them through the solution development journey from the basics to complexity of what they wanted to archive and it represents a planned multi-billion opportunity for Toyota over the next 2-5years.

Nationalities

Canadian (citizen), Australian (citizen), and America (T1N – visa status); Hong Kong (residence/work permit); Japan 5year work permit

Professional experience

2004 - 2017 Intel

Director of Digital Transformation for Connected Car Cloud & Autonomous Driving Hong Kong/Japan

Managed $50M P&L across APAC for Digital Transformation of the transportation vertical. The vertical grow into multi-billion opportunity over 2-5years, starting in 2020 of the Connected Car Cloud and Autonomous Driving. The team and I were always alert and looking to identify and qualify new opportunities to grow Intel’s business as we were working with the customer directly.

Developed customer strategic roadmaps, planning and execution plans to bring Digital Transformation from idea to business results.

“Led from the front” when engaging with customers to ensure the quality of the engagements and led people by example with focus on the customer satisfaction at every step of the engagement.

As Director I was responsible ensuring Intel analyzed requirements and define solutions alternatives, develop process maps and other solution design deliverables and present the developed solution alternatives.

Owned the building a strategic partnership with end-customers and their eco-system partners.

Drove/owned the customer experience thought out the engagement process. I was responsible to be the “voice of the customer” back into Intel to ensure alignment of Intel products and services.

Managed the consulting delivery across world-wide technical teams and internal stakeholders.

Having worked on Digital Transformation for a 15+ years I can consult with customers advising them from my experience and knowledge of Digital Transformation, monetization of new data streams and business process re-engineering to maximize business growth.

Director of Center of Excellence Transformation Solutions across APJ Hong Kong

Direct the Solution Architecture team to support the delivery of $500M of Intel business across APAC.

Focus countries were Korea, Japan, India, Singapore and Australia. The focus verticals I supported was FSI, Telco, Cloud, Retail, SI partners and Health Life Sciences.

APJ and PRC Cloud Lead Consultant and Solution Architect Hong Kong

Responsible to grow billings, consumption and share of wallet throughout APJ and PRC through Taiwan Based ODMs/OEMs.

Delivered success engagements with: Samsung (~$7B), Baidu Video (~$300M), Telstra (~$15M), Pipeline Tata and Reliance.

Led Engagements (Prime) by making use of Virtual and Link Teaming across Intel and partners.

Developed and design architectural solutions including the partners involved to go-to-market across APJ/PRC.

Global Lead Technical Architect Data Center Design – Consultant Beijing

Led global data center innovative design strategies and standards for global Fortune 100 companies such as HSBC(USA), LG(Korea), Tencent/QQ(China), Baidu(China), Alibaba(China), Masdar (Dubai), KPN (Netherlands), CMCC (China).

The areas delivered are:

Space Programming, Site Selection Criteria, Location, Site/Building Security, Architectural and Structural Design, Electrical Systems Requirements, Mechanical Systems Requirements, Building Management Systems, Build and Construction Planning, Commissioning Methodology and Planning, and; Facilities Operations.

Responsible developing consulting delivery materials based on the delivery of the above items.

Global thought leadership through data center conferences and 1:1 customer engagements/workshops.

Responsible to maintain an industry thought leadership.

Drove Intel’s direction on Infrastructure as a service (IaaS) cloud computing – from the facilities and server prospective.

Senior Technical Architect – Consultant (ISS) Sydney Australia

Delivered though global virtual teaming on Data Center design for tier1 Australian FSI and Retail verticals.

Led for data warehouse/business intelligence Oracle 10g RAC infrastructure architecture and design.

Methodology developed for a 65Million (USD) joint funded HP/Intel global program. Developed a methodology for the Customer Retain Trust program to provide customers with a decision framework for making an informed transition from Alpha (OpenVMS and Tru64) to Itanium2. This required the development of tools, processes, communications strategies and an ecosystem committee from internal Intel and HP partners along with the greater ISV community. TOGAF8.1 was the bases of the development of these tools and frameworks. Program engagement customers included (but not limited to): ASX - Australia Stock Exchange, RBA - Reserve Bank of Australia, Coles Myer, Woolworths and ACNielsen

Ensured the adoption of Intel technologies in retail, healthcare and government across Australia:

Architectural validation of a strategy to migrate Microsoft Access DB’s to consolidated Oracle 10G RAC on a SUSE and Intel/HP blade system.

New South Wales Department of Health (largest in Australia) - Architectural validation of consolidating 8 area health services on to Oracle 9i RAC on Xeon/Itanium2; leading more than a million dollars in savings.

Brisbane City Council (largest council in the southern hemisphere) - Architect a Whole of Enterprise Mobile Computing solutions that delivers business alignment and a cost effective Return on Investment and Total Cost of Ownership. Deliverables included:

Total Cost of Ownership and Return on Investment study

Architectural design of mobility solution for field workers (TOGAF Framework)

Business requirements audit of IT and Business alignment of mobility solution

This has led to a subsequent engagement leading to an Architectural Lead Account

2001 - 2004 Qantas Mascot, Sydney

Strategic Technical and Operational Architect

Delivered the transition of IT infrastructure to Managed Services

eQ - the largest Oracle/Linux implementation in Asia-Pacific in 2004. Top 3 Oracle 11i solution world-wide. Transforming 50+ corporate applications to a common application framework (J2EE, Linux, Oracle RAC, Intel)

IST – transition of all Qantas IT infrastructure to IBM/GS including a migration of 80% of Qantas’ existing Unix to Linux

Develop the integrated processes across Qantas post IST Transition

Managed the Internet infrastructure impacts and load peaks of the Ansett collapse

Designed, validate and implement Enterprise Security Architecture across Qantas

Ensured Operational consistency between best practice and Qantas IT

2000 -2001 MBF, Medical Benefits Fund CBD, Sydney

Technical Architect

Architect of IT revamp project

Implemented Enterprise Systems Management of IT infrastructure

1999 - 2000 American Express Phoenix, Arizona

Enterprise Systems Management Engineer

Member of Enterprise Systems Management team for Globally distributed IT systems

Education

Masters of Engineering

2001 – 2003 University of Technology Sydney Sydney, Australia

Bachelor of Commerce in Computer Information System

1993 – 1997 Saint Mary’s University Halifax, Canada



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