IT infrastructure management and operations delivery, governance

PERSONAL PROFILE

Name : Raymond Chow, WL

Position Sought : IT Outsourcing, Managed Services, Infrastructure, Account Management

Academic Qualification : Master of Information & System Science (Carleton U.)

Latest Position : Head of Service Delivery Operations

Years of Related Experience : 20+

Contact Information : ********@*****.*** (email), LinkedIn, 647-***-****

PERSONAL HIGHLIGHTS

Strong and experienced in IT outsourcing management and managed service delivery, responsibilities:

olead and manage the day-to-day operations delivery,

ocustomer satisfaction and continuous services improvement,

oaccount contract renewal and budgeting,

olead on account development and new sales opportunities,

oresources management and development,

odevelop SLAs and OLAs with customer, conduct monthly, quarterly and annual performance reviews, develop and execute service improvement plan,

olead the development and regular review on processes & procedures (P&P), working instructions (WI) and helpdesk manuals,

obeing the SPOC (single-point-of-contact) for customer and delivery teams on major incidents and opportunities assessments,

ochair in CAB (Change Advisory Board), PIR (Post-Implementation Review) and driving RCA (root-cause analysis) and resolutions

owork closely between solutions teams and customers to develop new solutions to customer

Scope of services include IT infrastructure, applications development and maintenance support, Desktop and mobile/peripherals devices management and support, Data Center operations and management, Security operations and management, DR, BCP, cloud service provision and delivery, MPS (Managed printing service), and ePrintSourcing.

Experience in handling C-level and senior management in various industries sectors such as FSI, ICT, F&B and transportation.

KEY ACHIEVEMENTS

Successful account delivery and business development in IT delivery services, proven track records of annuity growth on major clients.

Proven experience on successful IT services transition and resources management in different locations and formations

Proven experience in ITIL service management practice

PROFESSIONAL SKILLS & EXPERIENCE

IT Outsourcing and Managed Services

Services design and solution over IT infrastructure services and operation

Experience in P&L and budgeting on major accounts

Contract management and negotiation

Experience in continuous service improvement

SLAs & OLAs design, implementation, execution and monitoring

IT Infrastructure solution covering

Servers and clusters solution: Servers virtualization, Windows, Unix, AIX, Linux, Novell, Sun and Legato clusters

Network solution: switches and routers, Content Switch Load-Balancers, Packeteer, Riverbed

Desktops / VDI solutions: VMWare, Citrix, centralized configuration and deployment solution

SAN/NAS storage solution: EMC SAN, IBM DS4800, HDS VPS/AMS series, NetApp

Backup solution: Virtual Tape Library and Data De-duplication

Security solution: CheckPoint Firewall, ISS-IDS and Tripwire, security compliance and internal audit

Operations

Strong experience in managing 7x24 services in infrastructure, data center, desktop, Network, security and helpdesk

Expertise in designing and delivering ITIL practice, especially in Problem, Incident and Change management

Being the Single point of contact and escalation in service delivery and major incidents

Conduct daily operations delivery management and service monitoring

Ensure operation compliance according to contract and requirements

Develop processes and procedures and ensure compliance thru’ internal operation audit

Resources Management

Experience in manage teams of various sizes in different IT functions including Helpdesk, operations, technical support, applications development and maintenance support, project managers and service delivery managers

Experience in managing different team formations like virtual matrix team and off-shore teams

Manage resources performance and work closely with HR on training and improvement

Account Management

Experience in handling different levels of customers from working to C-level

Proven track records in annuity growth over services expansion and renewal

Conduct and responsible for P&L of major accounts

Responsible for customer satisfaction and corrective and improvement actions

Disaster Recovery (DR) and Business Continuity Planning (BCP)

Design DR and BCP solution

Experience in acting as DR coordinator in DR project planning and drills

Projects Management and Implementation, some key projects like

Outsourcing services transition and implementation

Servers virtualization

Data center relocation

B2B portal software development and infrastructure design and implementation

Process and procedure development for services implementation and ISO-9001 implementation

Windows 7 to 8 migration

Corporate desktop replacement, etc…

WORK HISTORY

Head of Service Delivery Operations 2012 - 2014

Global Services Business (GSB), Fuji Xerox (Hong Kong) Limited

Report To: Director of GSB

Manage teams of service delivery managers and service units to deliver services to customers locally and regionally, services cover managed printing, BPO, creative services and print sourcing;

Head of Local Service Delivery, Service Delivery Operations 2012

Ericsson

Report To: COO

Manage teams of application development, infrastructure, Data center operations, desktop support and helpdesk in delivering the 7x24 managed services;

Regional Lead, Managed Computing Services (MCS) Unit 2011 - 2012

CSC (Hong Kong) Limited

Report To: Director of MCS

Manage teams of technical leads, engineers and operations teams in Asia and Japan on transition, project implementation and 7x24 daily operations over IaaS, PaaS, STaaS and our technical services;

Director, Client Delivery Management 2006 - 2011

Enterprise Solution and Services (ESS), Automated Systems (HK) Limited

Report To: VP of ESS

Responsible for budget, business development, GTM planning over IT managed services

Oversee accounts’ healthiness in terms of P&L, profit margin, growth, customer satisfaction; and YoY revenue growth;

Manage groups of Service Delivery Managers and teams of various sizes

Being the major escalation contact on various 7x24 operations;

Engage with customer in various level on business operations requirements and planning;

Consultant Manager 2005

Microsoft (HK) Limited

Report To: VP

Lead technical consultant team to provide technical planning, solutions and delivery, and ensure projects healthiness and quality

Unit Manager, Technical Services 2000 - 2005

Atos Origin (Cable & Wireless)

Report To: Regional manager and Program Director

Manage Technical services teams on 7x24 operations and support to deliver services to customer and work as a focal point of escalation;

Engage meetings with client’s senior business and technical managers on business operations and planning;

Manage technical team and liaise with vendor(s) to provide pre-sales support, solutions design, project deployment and post-sales support on Infrastructure and security areas;

Manage master projects and project managers’ to ensure projects delivery and costs management.

Manage the DR design and BCP plans for the project. Lead the DR coordinator and the support teams to conduct regular drills to ensure the readiness of the plans;

Engage in Change Control Board (CAB) to review, control and monitor the changes to Production platform. Results review and provide corrective improvement actions.

Engaged in SLA and KPI development for outsourcing services;

Service Delivery Manager 1997 - 2000

Automated Systems (HK) Limited

Report To: Director of Software Division

Manage teams of operations and technical support in delivering 7x24 outsourcing services to IT Operations of HK Airport Authority;

Responsible for design and review of DR and BCP plans and lead support teams to conduct regular drills;

Manage customer satisfactions and projects SLA;

Develop sales opportunities and liaise with company’s internal resources to deliver new solutions and services;

As a project manager to manage projects with various sizes, for example, Y2K, corporate IP migration, airport system relocation, …

Member of Change Committee to review impacts for changes on infrastructure and operations.

MIS Manager 1993 - 1997

Lawman (F.E.) Limited

Report To: Managing Director

Manage a group of analysts, programmers and operation staffs to provide operations, support and development and maintenance support on applications;

Established and managed MIS departments for operations and support in south China region: DongGuan, GuangZhou and ShanTou;

Provide regional consultation to Singapore and Malaysia;

Manage projects development and implementation. Projects including ERP and accounting applications with Oracle database, and POS application for shops and counters;

EDUCATION BACKGROUND

Master of Information and System Science, Carleton University, Canada (1992)

Bachelor of Science (Computing Mathematics - Operations Research), Carleton University, Canada (1989)

oFrancis C C Lynch Scholarship

oDeans’ Honors List

PROFESSIONAL QUALIFICATION

Certified Information Systems Security Professional (CISSP) (ISC)2

Computer Hacking Forensic Investigator (CHFI) EC-Council

IT Infrastructure Library (ITIL) v3

Cisco Certified Network Associate Cisco

Outbound Leadership Program Certificate

PROFESSIONAL TRAINING

ITILv3 Foundation from CSC

Knowledge Management from Polytechnics University, HK

Computer Hacking Forensic Investigation from EC-Council

Project Management from Informatics

Oracle Administration from Oracle

Service Level Management from KPMG

LANGUAGES

Written : English, Chinese

Spoken : English, Cantonese, basic Mandarin

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