Service Management

Shawn Wang

Epping NSW ****

Mobile: **********t

Australian Permanent Resident E-mail:

*****.******@*****.***

Summary

** *****’ experience in IT services support including issue diagnosis, analysis and troubleshooting

9 years’ experience in IT operation management role with global companies

Extensive experience of IT projects deployment from scope design to service operation such as

machine room and network, SOE(Standard Operation Environment), Active Directory, Office and

DR deployment

Demonstrated experience with IT ERP/CRM application operation including technical support and

user training

Directed Solid experience in IT security, IT assets management and continuous service improvement

Drive to details, excellence and processes as well as customer orientation

Strong problem analytical and solving abilities as well as tightly “on time delivery” working style

An avid learner with a positive “can do” attitude, team player and hands-on management style

Excellent Written and Verbal Communication skills with strong leadership capabilities & proven

ability to align IT with business goal

Key Technologies & Specialties:

Core skills : Service solution design & Architecture, Implementation and change management

Platform: Microsoft Windows Server (2003/2008) & Windows XP/7/8, VMware, Unix/Linux

Hardware: Dell Servers/Storage /Tape machine, HP Servers, Desktop and Laptop

Network: WAN/LAN/ WiFi/VPN,TCP/IP/DHCP/DNS, Cisco Router and Switch, PaloAlto Firewall

Security: Kaspersky Antivirus, Symantec Antivirus & Backup solution

Enterprise Applications: Microsoft Dynamics Navision/Oracle e-Business Suite, Salesforce, Siebel

Office Applications: Active Directory, Exchange Server 2003/2007/2010, Microsoft Office

2007/2010/2013, Acrobat Professional

Other Services: Multi-Functional Printer, Telephony (VoIP), Video Conference system, Mobility IT

ITIL V3 foundation certificate

Employment History

Aug 2013 – Mar 2014 IT Services Manager

Tempo (AUST) Pty Limited

Sydney, Australia

Tempo is a premier supplier to provide wholesale service to the home appliance market place in

Australia, New Zealand, United Kingdom and United State.

Responsibilities:

Managed IT assets and security access in ITIL environment

Maintained IT infrastructure including WAN/LAN/WIFI/VLAN/VPN

Maintained primary and secondary domain controller, Windows update and optimization

Installed and configured the VMware for virtual servers

Set up incremental/differential/full backups for virtual infrastructure using Symantec Backup

Exec

Monitored, updated and maintained Exchange server 2010 as well as applied security group

policy

Maintained company ERP with Microsoft Dynamics Navision 2013

Maintained Panasonic telephony PBX and migrated to Mitel VoIP solution

Set up and maintained FTP server and clients

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Provided technical support to users in terms of software and hardware requirements

Coordinated and managed the external technical team to design and implement DR/BCP

(Disaster Recovery/Business Continuity Plan)

Provided expert problem management support dealing with high profile customers

Maintained documentation of incident ticket record as well as configurations and changes

management with ITILv3 methodology

Achievements:

Established internal security policy and IT incident management process to

decrease IT issue quantities 30% off

Achieved SLA over 99%

May 2010 – Aug 2013 IT Services Manager

Renault

Beijing, China

Responsibilities:

Directly led IT daily services operation including diagnosis, troubleshooting and problems solving

to internal and external end users

Designed, architected, implemented and maintained IT solutions for the national sales company

Implemented and maintained IT catalogue, configuration database and knowledge database

Established and maintained IT service quality management with committed SLA and activities of

continuous improvement to maximize customer satisfaction

Created, developed and maintained documentations for project and ongoing services operation

Maintained IT assets and IT security in standard ITIL environment

Communicated with stakeholders and end users to review, analysis and improve IT service quality

Projects:

• IT SOE (Standard operation environment) including:

• Secured machine room with cabling, telecom, UPS and secured access with Cisco VPN

• Antivirus solution with Symantec SEP and backup solution with Symantec BE

• SIEMENS Telephony HiPath3800 and AVAYA IP500

• Microsoft Active Directory with Windows server 2008 and user access management

• Video conference system with Cisco300MXP

• Standard server and PC configuration with hardware, OS (Windows7), Office2010,etc

• Issue tickets and problem management system with ITIL v3 practice

• DR and BCP project implementation

• National ERP system with Oracle e-Business Suite solution implementation and maintenance

• CRM system with Siebel and Sales-Force solution implementation for customer call center

operation

Achievements:

• Achieved IT services availability (SLA) over 99.7%

• Achieved over 95% project schedule fulfillment that was higher than corporate KPI (93%)

• Standardized service processes to achieve user satisfaction over 90% via external user survey

• Awarded as member of High Potential Program (HPP) on 2012

May 2005 – May 2010 IT Services Specialist

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Toyota/Lexus

Beijing, China

Responsibilities:

• Installed and configured Active Directory with Windows 2003 environment

• Installed, configured and maintained OS and applications on all desktop/laptops

• Managed all diagnosis, troubleshooting and escalated all tickets when necessary

• Maintained IT operational report, analyzed potential risk and proposed improvement action plan

• Designed, deployed and maintained DR system to ensure the remediation of delivered service

• Managed all aspects of audit and compliances of related to systems

Projects:

• Toyota China SOE updated project including items of:

• Server: Windows server 2003 and Active Directory

• Email service: Microsoft Exchange server 2003

• PC: Windows XP and Microsoft Office 2003 and integration into domain

• Anti-virus: Symantec Norton Antivirus 8.0

• Toyota homemade ERP system which was based on SUN Solaris and Oracle 11i database

• Lexus DMS system which was based on Microsoft Server 2003, Microsoft Terminal Server,

Microsoft SQL 2003, Microsoft Dynamics Navision and Microsoft SharePoint 2003

• DR/BCP project

• Lexus BI system which was based on Microsoft SQL report and analysis module

Achievements:

• Deployed Lexus DMS to over 80 dealerships and govern the operational support with SLA over

99.5%

• Achieved project milestone fulfilment rate over 93%

• Twice promotion on 2006 and 2009 to Senior Desktop Analyst

Education and Qualification

Sep 1998 – Jul 2002 Bachelor Degree in Automation Engineering

Beijing University of Aeronautics and Astronautics (BUAA), China

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