Customer Service Management

SWEE HOR TEH

Los Altos, CA ***** • 408-***-**** •

SENIOR-LEVEL MANAGEMENT PROFESSIONAL

Proactive, results-focused senior leader with a history of collaborating and driving process improvement

and excellence throughout complex operations for a high-profile global company. Reputable for astute

understanding of business needs, as well as for the ability to tailor solutions for critical operations.

Customer focused, with the communication and relationship management skills needed to collaborate

with executives, users, technical teams, and contractors at every level. A strong advocate for people

empowerment and investing in building a world-class team.

AREAS EXPERTISE

OF

• Project Management, Integration & Deployment

Operations & Production, Leadership & Collaboration

(PMP certified, Agile exposure) 24 x 7 support, “keep the lights on”, SLA, people

management, customer service, service delivery,

Integration and coordination, scoping, resource

multi-vendor governance management,

planning, budgeting, priorization,

resolutions, escalations

application/system/infrastructure development

lifecycle, SDLC

Service Management (ITIL v3 expert)

• Common Process Development & Optimization HelpDesk, Service Desk, Incident (Service Now),

Process mapping & modeling, continuous Problem, Release, Change, Knowledge, Transition

improvement, design, implement and mature Planning & Support, Asset & Configuration, Request,

standardized processes and systems based on Service Level management, Continuity

industry standard best practices. management

KEY ACCOMPLISHMENTS

Possess a “can do” philosophy to consistently deliver projects and programs as committed and always

strive to succeed. Utilize good people relationship building to navigate in a complex landscape, bring all

key players together and collaboratively to accomplish a common goal, meeting business needs.

Program Management: Successfully led 27 projects for service improvement and to accommodate

business growth, involved in 33 projects (data center move, verified systems are operational,

systems integration and release for testing, disaster recovery sites prep and operational and

upgrades) to accommodate business growth.

Customer-focused: Interacted with business to improve customer satisfaction with IT services,

achieved 4.5/5.0 customer satisfaction rate per service level agreement, improved customer service

by 10%.

Compliance: Collaborated with business, attained 100% success rate (zero findings) of 40 SOX

controls testing.

People Management: Optimized utilization and functionality of key tools and services – ERP, in-

house applications, DB and middleware support through leadership of 8-member team and 200+

offshore/onsite resources.

Results-oriented: Completed Mergers & Acquisitions projects through a PMO, across 5 functional

areas in a complex and matrixed environment, ahead of schedule (6 weeks), minimum business

impact, within budget.

Integration: In 2 business quarters, enabled users to transition to upgraded platform (Windows 7,

IE8 and Office 2010); managed testing of 150+ applications program.

Global experience: Led a large-scale effort to completely transition support services offshore –

designed new processes, provided training and communicated changes to customers, leading to

>25% saving.

Process-oriented: Developed a framework to incorporate support requirements (service desk,

resources, impact, performance, support roadmap, capacity, DB, servers) into the project

management methodology to ensure golive, hyper-care support and production support needs are

considered as a part of the project lifecycle, and not after the fact.

CERTIFICATIONS

Project Management Professional (PMP) 2010

ITIL (Information Technology Infrastructure Library) V3 Expert: highest level: Managing Across Lifecycle –

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement itSMF

CSME 2009- 2010

PROFESSIONAL EXPERIENCE

Tiva Systems - San Jose, California

SENIOR SERVICE MANAGER (2013 - NOW)

Integrating multiple teams (project, applications: SAP and infrastructure: DB, network, servers) and

managing projects, transition and support in The Clorox Company, a Fortune 500 company. Leveraging

industry process and SaaS tools to manage projects

Attaining high operational values and excellence by successfully transitioned projects (technical

upgrade, SaaS, functionality, merger, business growth & transformation) into support, following

project management and ITIL process

Ensuring standardized reporting using tools (ServiceNow, Digital Fuel), process (incident, change,

problem, event), training, communication and change management are followed in a multi-vendor

environment, providing value-added reporting to management, stakeholders and executives

Applied Materials Inc. – Santa Clara, California

SENIOR MANAGER, INTEGRATION AND GLOBAL APPLICATION SERVICES (2010 TO 2012)

Collaborated with business partners, focusing on process, interacted with IT teams and negotiated with

vendors on operational activities, ongoing support, project cost estimates, RFPs, budgets, schedules,

service levels, quality and deliveries – presented status (progress, metrics, improvement) to stakeholders

and executives. Partnered with 8 business units and across 10 IT departments (network, identity

management, storage, performance, database, service desk, change management, development,

domains, information security & risks management spanned 15 countries to advance capabilities.

IT Integration Programs & Initiatives

Developed a process to integrate people and operational procedures into corporate service &

support target model for 200+ apps (SAP, Hyperion, Lotus Notes, home grown apps) and 8

countries.

Created a standardized internal SaaS (Software as a Service) support model for 10+ applications –

10% cost saving, reducing 25% negotiation time & effort, improved a critical SaaS app’s

performance: 70% faster.

Global Application Services

Provided agreed service delivery per SLA, using established process (outages, problems and RCA,

changes, availability 24x7, monitoring with alerts) by partnering with managed vendors.

Established metrics and key processes (requirements, priorization, minor enhancements, SOW,

approvals, requirements, negotiation) for business enhancements and functionality.

(2007 to 2010)

APPLICATION & SYSTEM SERVICE SENIOR MANAGER

Developed relationship across IT and with business to transition application support to managed service

model. Working across teams (business and IT) and functional areas, optimized utilization and

functionality of key tools and services for overall service improvement. Led globally dispersed teams

throughout complex initiatives.

Meeting 99.9% of application SLA by improving 3 major areas (communication, quality, ownership)

and responding to 97.5% poor satisfaction surveys while bringing a new Sr Director up to speed.

Completed 100% DB/OS infrastructure upgrade for SAP R/3, within budget and 3 weeks ahead of

schedule.

Ensured service levels and regulatory compliance of 150+ applications (homegrown, Lotus Notes,

Oracle, Hyperion, i2, Livelink, Webmethods, Peoplesoft) across business areas following continuous

improvement effort.

CAREER NOTE: Earlier positions include Software & System Service Sr Mgr, User Systems & Interface manager,

Application Development Lead, Knowledge Engineer, for Applied Materials Business Units (RTP, HTP & Implant

technologies), Systems Analyst, for Lifeguard Health Management Plan Organization, Assistant Professor (Dept. of

Computer Science & Information System) for Utah Valley University, and Research Assistant for Texas A&M University.

EDUCATION & PROFESSIONAL DEVELOPMENT

Doctor of Philosophy in Computer Science (Improving the reusability of problem solving knowledge

using a principled modeling language) Texas A&M University, College Station, Texas.

Master of Science in Information Technology (Computer Science & Electrical and Electronic

Engineering) Queen Mary College, University of London, London, U.K.

Postgraduate Certificate in Education (Computer Science & Mathematics) University of London, Institute of

Education, London, U.K.

Bachelor of Science in Mathematical Sciences University of Bradford, Bradford, U.K.

PMI SV: Agile Development with Scrum Workshops; Advanced MS Project Workshops

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