Clive Wong

MBA, ITIL, SMC, CLSSYB

925-***-****

ad1c40@r.postjobfree.com

SKILLS

ITSM – ITIL v3 certified with extensive experience in designing, implementing, managing, and continuously improving service management processes to provide best in class support to the business in both local and global environment.

Project Management – Scrum Master Certified with 10+ years of experience in project management, making sure the schedule, budget, and product quality align to the projects’ goals.

Leadership – MBA with experience in restructuring workforce to align with the company’s strategic planning. Coaching and mentoring the team, inspiring and empowering them to perform at their best.

EXPERIENCE

Amino Communications, Burlingame, CA - Senior Software Engineer / Project Manager

SEP 2019 - NOV 2022

Reduced the customers’ truck rolls by converting to Engage, a cloud based streaming device management service (SaaS on AWS EC2)

analyzing customers’ problems reported by reviewing Linux syslog, network capture from Wiresharks pcap, Android bugreport, and provide immediate workaround solution

Liaise with our business partners for system software integration, verification and certification including IPTV middleware, Digital Right Management vendors, and content providers

Configured event management on Engage for clients to monitor system and network performance, preventing service outage and reduced tickets numbers

Debug issues with streaming media devices on Linux (Enable) and Android TV (Amigo)

Run the scrum team to plan and allocate resources required depending upon the defect backlogs, planned releases, and infrastructure updates

Bridge the Support, Sales, and Product teams in different geographical locations with engineers in Hong Kong for solution design

Understand the customer’s new feature requests and work with product managers and development team to prioritize and plan for sprints and deployment using JIRA, Zendesk, and Confluences

Ensure that the Zendesk tickets were handled properly and prioritized according to SLA

Manage relationships with external customers, strategic partners, and vendors

Ensure Zendesk data migration were completed after acquisitions using Python scripting for data conversions

Telstra International, Hong Kong - Release Manager, IT Integration & Transformation

NOV 2015 - AUG 2017

Led project teams to Plan, Design, Build, Test, and Deploy system enhancement, from requirements gathering, resource allocation, vendor engagement and RFP, to system testing, UAT, deployment and hand-over to production

Partner with cross-functional teams to design and launch Global Cloud Collaboration Reseller Model Programs, which required IT uplift full application stack, including Salesforce (Prospect to Order), HPSM and Zendesk (Trouble to Resolve), and Billing (Usage to Cash).

Other projects completed include Global Cloud Collaboration US Node with ScienceLogic, Concur implementation to Oracle finance system, Venture Applications enablement, and International Pricing System (IPS) uplift

Completed capability analysis and decommissioned other HRIS after Workdays implementation

Led a team of System Architects, internal and external developers across different IT teams to complete Pacnet IT Integration Program by upgrading services, billings, EUC, and application decommission and communicated project status, issues, and resolutions to the stakeholders.

Managed governance of the engineering teams, and ensured documentation and procedures comply with PMO

Facilitate problem solving and steer discussions to mitigate risks and to lead the R&D team in system designs and solutions from the product owners’ perspective

Understand the technical strategy of the business unit with cross-functional teams and identify misalignment at the program level

Assist the Product Manager in creating users’ stories and identify key success criteria and risks, create a release plan and budget schedule

Worked with IT Security to mitigate system and information risks induced by system changes

Present solutions to Change Advisory Board for approval and work with DevOps for move-to-production

Maxfirm Industries Limited, Hong Kong - Senior Manager, IT Services

AUG 2012 - NOV 2015

Manage infrastructure and applications used in regional office and China factory

System migration – migrate on-premise infrastructure, application, and data to cloud

Implemented resource scheduler for manufacture to manage workforce, machines, and raw material base on orders and deadlines

IT service delivery and implementation of ITIL best practices for the brewery IT infrastructure systems projects and IT end-user support services

Evaluate new software and vendors to support the expanding business

Configured Zendesk for issues tracking

Lead Information Security Awareness Training Program to promote a secure environment and an effective security culture by introducing business information risk management to the team

Implement new policies and Disaster Recovery Plan (DRP) for offices and factory

Implement incident and event management to IT department

Restructure IT team and focused on team’s morale and individual’s trainings and career growth

Completed data conversion for all products and BOM

Data migration to Manufacturing Scheduling System

Johnson Controls, Hong Kong - Manager, Technology Services, Asia

MAR 2011 - AUG 2012

Led the Regional Infrastructure and Helpdesk Support teams in Asia Pacific to support over 9000 employees, with a reporting line of 6 Regional Leads and IT Managers, a total of 40+ staff in 11 countries

Successfully outsourced Service Desk and managed them to achieve the contractual SLAs to 100%. Review monthly dashboard with stakeholders for continuous improvement in customer services

Managed and directed Global IT programs, completed Windows 7 migration for 95% of users within 3 months, LAN and WAN standardization and completed all major sites in 11 counties within 9 months, IP Telephony deployment, and installing Telepresence (Cisco Video Conferencing Systems) in Hong Kong and Singapore as a showcase in Asia Pacific

Planned and designed IT infrastructure for the new Shared Service Center at Dalian, China

Planned, designed and engaged vendors for RFP and RDQ, and built IT server room for new Hong Kong office

Ensured IT department is compliance with global IT standards and passed IT Audit without any corrective action required

Supported Android mobile devices and managed custom application installations and updated HVAC service manuals for field engineers using ADB scripts

Restructured IT and centralize the team as part of IT Transformation in Asia

Managed annual OPEX and CAPEX of US$9M+

Hang Seng Bank, Hong Kong - Manager, System & Technology Support

APR 2010 - JAN 2011

Section Head of System & Technology Support team, managing 7 HR IT manager and officers, provided effective technology support to Human Resources and Training & Development Department in office automation and improved business processes with ITSM best practices

Managed L1 and L2 engineers to support HRIS systems, including PeopleSoft, Benefit System on mainframe, Education System and Talent Acquisition system

Systems enhancement for Broad Banding program

Implemented information classification and policies, educated users on information risk and awareness (BIRO for HR Department)

Led and tested HR IT Disaster Recovery Plan and Business Continuity Plan for HR Department

On-Dot Products, Inc – IT Operations Manager

SEP 2003 - MAR 2010

Built an IT Department for a startup company with offices in the States and Hong Kong, as well as a manufacture in China

Hewlett-Packard / Agilent Technologies – Lead Information Technologies Engineer

SEP 1999 - AUG 2003

HRIT system engineer for US PeopleSoft HRMS and US Payroll

EDS / DMDC – QA Engineer

1998 DEC - SEP 1999

Responsible for Defense Enrollment Eligibility Reporting System, HR and benefits systems for the US Military running on Oracle and proprietary systems

EDUCATION

University of Wales, UK - Master of Business Administration

San Jose State University, San Jose, CA - B.S. Management Information System

Certificates

ITIL V3 Foundation, 2012, EXIN

Scrum Master Certified, 2023, SCRUMstudy

IS Auditing, Controls & Assurance, 2023, Hong Kong University of Science and Technology

Six Sigma Yellow Belt, 2023, 6SIGMAstudy

STAR Manager, 2022, Notion

STAR Coach, 2022, Notion

Crash Course on Python, 2023, Google/Coursea

Certified Information Systems Auditor, in progress

Other Professional Trainings

Peoplesoft Certifications

●Human Resources – U.S. & Canada

●PeopleSoft Server Administration

●PeopleSoft Security

●PeopleTools I & II (v8.4)

CISSP / CISA / CISM Training

PMI PMP Training

Additional Credentials

Fluent in English and Chinese Cantonese

Proficient in Chinese Mandarin

Contact this candidate