IT infrastructure and client support

Celal Torun

Nishi Arai *-**-**, Adachi-ku, Tokyo, Japan

Currently: Sta Rosa, Laguna, Philippines

+63-906******* *****.*****@*****.***

SUMMARY

Seasoned bilingual (Japanese and English) technical leader with more than 20+ years of IT support and management experience. Impacted corporate performance through skillful alignment of technical resources with enterprise objectives. Experience in globalization and introduction of global standards. Proven leadership in identifying and eliminating operational discrepancies.

PROFESSIONAL EXPERIENCE

Hubwoo Dec 2014 - Present Alabang, Philippines

Japanese Speaking Customer Care Staff

Hubwoo is an SaaS service provider/IT company that provides eConnect (EDI hub for document exchange such as invoices and PO electronically), eContent (online catalog creation, upload, and shopping), SAP based eBuy and eSourcing software services/solutions/platforms for its Europe, US and Asia based clients and their suppliers/vendors. Provides phone and email based technical support in Japanese and English for the Hubwoo clients based in Japan and other regions and countries. Tracks and resolves issues and provides solutions to client requests using IMS ticketing and project management tool. Trains clients on usage of the tools as necessary.

Self employed: Investor and executive in a Family business: March 2011 - Oct 2013 Turkey

As an investor managed housing construction projects and oil distribution business. Involved in project and site management and sales and marketing of houses and condominiums. Responsibilities included management of distribution system.

Johnson and Johnson Feb 2008 – Dec 2010 Tokyo, Japan

Pharmaceutical, medical device and consumer products company

Field Operations manager- Service Delivery Manager for Network and telephony operations

Managed LAN, WAN, WLAN, Ebiz, B2B, VPN, PABX, servers, telephony, tele-conferencing systems, call centers, mobility, providing cross-industry IT infrastructure and operations support and services for all the Johnson and Johnson companies in Japan and Korea. Responsibilities included design, setup, operations and L2 and L3 end user support.

Management of two enterprise data centers, business applications and Windows infrastructure servers including file/print servers, mail servers and SQL database servers.

Managed the Japan based operations support team, external vendors, client relationships, demand intake and infrastructure projects in an ITIL/ITSM based environment.

Managed a $500K operations budget in Japan. Saved $150K by renegotiating existing managed services, maintenance and support contracts working closely with the Singapore based regional strategic sourcing team.

Interacted with the business units for infrastructure requests and projects that involved new system setups, ensured all the requests fulfilled in accordance with the global company standards for hardware, software and design. Acted as business relationship and service delivery manager

Managed and executed local, regional and global projects working closely with regional teams based in and Singapore, Belgium and New Jersey. Led several large projects including the MTO of the network equipment to Verizon Business, B2B network setups, firewall installations, site setups, distribution center and plant infrastructure build outs and expansions, call center expansion and setups, mobility, server setup, relocation and roll outs.

Responsibilities included security, SOX and compliance

Played a key role in the globalization and decentralization of the Service Operations team working closely with global change teams managing and implementing changes at local level in Japan. Integrated own team into the global organization and introduced and established global rule and standards.

SystemsGO Corporation October 2006 – February 2008 Tokyo, Japan

IT services and project management company

Service Delivery Manager

Managed the client services engineering department, 15 IT engineers, client relationship

Provided resources for external client projects, provided them solutions to meet their needs, set up new systems (desktop, network, servers and telephony etc) from scratch or expanded/replaced legacy systems.

Oversaw the internal IT infrastructure including Avaya based telephony, servers and network.

Managed and implemented client projects and provided ongoing support after the completion of projects.

Managed a large scale (for 3000 end users) Lotus Domino and Lotus Notes server migration for an international client. Set up network connections, Domino mail and database servers which are hosted out of a third party data center, scheduled and managed the whole mail and database replication from Hong Kong data center to the hosting site in Tokyo. Also managed a small team of engineers who made the necessary changes on the user PC and desktops. Provided ongoing support after the project completion.

Wyeth 2005 – 2006 Saitama, Japan

Infrastructure and Operations Manager

Managed servers (Windows 200x file, print, SQL, Oracle and mail servers), network, desktop, PABX, telephony, applications and a team of 7 engineers based in Tokyo.

Coordinated and managed a large scale globalization project which included implementation of global standards, decentralization of infrastructure management and data center consolidation

Worked with regional and global teams closely to introduce global standards and implemented them successfully in spite of strong local opposition

Managed a large scale server migration project, which involved the migration and virtualization of the stand-alone servers in Japan to HP blade servers using VMWARE. The blade servers are located in the regional data center in Singapore. Worked extensively with regional teams to complete projects.

MSN Data Center 2004 – 2005 Saitama, Japan

Microsoft Data Center

Data Center Operations Manager (Contract)

Involved in the build out of the data center infrastructure.

Led the migration of 300 Web and SQL servers to the new data center. These servers used and accessed by both internal Microsoft users and external customers that used MS as hosting services provider. Provided support for the data center network as well.

Managed relations with the client, 12 operations engineers providing 24*7 operations support in three shifts

Defined skillsets for positions, liaised with recruitment vendors, interviewed candidates for operations positions as needed

Conexant Systems, Tokyo 1999 – 2004 Tokyo, Japan

US based Semi conductors company

IT Manager

As hands-on manager managed IT applications and infrastructure in sales offices, design centers and drop shipment centers located in Japan, Korea, India, China, Taiwan, Singapore, Philippines, Malaysia, Hong Kong. Infrastructure was consisted of LAN, WAN, IP based telephony, Windows based file/print, web, SQL and Domino servers.

Provided help desk and end user support for all the Asia Pacific sites and end users.

Managed all major projects in the Asia Pacific region working with regional and global teams extensively

Set up and managed supply chain and drop shipment sites across Asia Pacific.

Led twice deployment of SAP across Asia Pacific and provided ongoing support

Initiated and successfully completed a server consolidation, backup and upgrade project.

Supported Conexant’s spin-off companies, built their sales offices, supply chain systems and design centers and oversaw and managed major projects

Built two design centers in India. These design centers were built as part of the offshoring and development cost cutting plan and houses 300+ semi- conductor/software development engineers. Received an award after completing these projects successfully

Managed and coordinated joint projects between Conexant and suppliers. Set up supply chain sites within the supplier premises and provided ongoing support

Led a VoIP project which involved the upgrade the existing telephony infrastructure in the APAC region. Set up Avaya IP600 and S8000 series IP PBXes in the major offices. Managed these PABXes remotely out of Japan.

PTS Solutions, Tokyo 1996 – 1999 Tokyo, Japan

Systems Support Engineer

Initially outsourced at PTS client sites such as Infineum and Novellus. Later joined PTS’ integration team as lead project manager

Built IT infrastructure for startup foreign companies in Tokyo. Infra build-out involved LAN, WAN installation, NT4 based Exchange server, file print server setup, internet connections setup

Managed systems and vendors for the retainer clients. Retainer clients included small-medium size local affiliates of foreign companies, embassies and venture companies

Resolved SLA issues with major clients including Infineum and Novellus.

Worked closely with the Sales team. Provided them technical support with project estimates. Advised them on the best hardware and software to be used.

Interviewed candidates for outsourcing positions

Coordinated local projects with the US/Europe based IT teams of the client companies

Played an important role in customer satisfaction

EDUCATION

Selchuk University, Turkey June 1986 Konya, Turkey

BA in Education

LANGUAGES

Japanese: Fluent

English: Fluent

Nationality: Japan (Acquired Japanese nationality in 2009)

TECHNICAL EXPERTISE

OS: Windows2000/2003, XP, Vista

Applications: Windows NT/2000/2003, MS Exchnage server, SQL server, Lotus Domino server,

Active Directory, Cisco CNR, SalesForce, SAP, SMS, Oracle

Software: MS Office, Lotus Notes, Outlook, SAP, Exchange, web based document exchange

Network: TCP/IP, Cisco, PBX, Domino, LAN/WAN

Hardware: PC, Macintosh, WorkStation (Sun, HP, IBM, DELL), AS400

Management: People, IT, Infrastructure, telephony and operations management.

Experienced in contract negotiation and vendor management.

Experienced in budget management and cost saving.

Sox and audit knowledge and experience.

Change management and process implementation knowledge and experience

ITIL certified

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