Project Manager PMP
Resume:
647-***-**** Kenneth Wu, PMP **.*******@*****.***
Kenneth Wu, PMP
**.*******@*****.***
Project Manager
Profile
● A PMP and ITIL certified Project Manager with 6 years of project management and service delivery experience in Hewlett Packard
● Managed large international IT projects for industry leaders such as Unilever, Pfizer, Syngenta and SKF involving teams of 30+ members
● Responsible for creating level 1 and level 2 service delivery teams for HP Enterprise Customers and ensuring that it is successful on the first day of Go-Live and next 2 months before handover to delivery
● Known for careful planning, due diligence as well as creative problem solving; consistently delivering project on time and meeting all SLAs
● Recognized as Most Valuable Person (MVP)for HP GSD Dalian in 2010
● University of Toronto graduate in Computer Science
● Member of the PMI Southern-Ontario Chapter
Core Competencies
● Project Management (PMI standards), Planning, Budget Estimation and Management, Time Management, Risk Management, Change Management, Quality Management, Vendor Management, Microsoft Project, Managing Offshore teams,
● Service Delivery (ITIL standards), Incident Management, Change Management, Quality Monitoring and Continuous Improvement, Team Management, Process Reengineering, Customer Relations Management
Professional Experience
Hewlett Packard Nov 2007 - Jan 2014
Project Manager Mar 2011 - Jan 2014
Transformed (created, integrated, migrated) Enterprise Services for HP customers including Unilever, Pfizer, Syngenta and SKF)
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647-***-**** Kenneth Wu, PMP **.*******@*****.*** Unilever Taiwan Service Desk Migration Project
● Migrated Unilever’s Taiwan Enterprise Service Desk for 300 users from Taipei, Taiwan to Dalian, China
● Captured and documented knowledge from sending site in a Knowledge Base
● Trained 12 new employees on application support and service requests for more than 300 processes
● Collaborated with HPIT team to implement and test remote support network and telephony routing
● Worked with client to asses system readiness and user acceptance of the new desk before Go-Live
● Ensured that all SLAs were met on the day of cutover. Held daily reviews with customer to monitor and resolve any issues
● As result of migration, support time for Taiwan users ws increased from 5X8 to 5X12, average resolution time was reduced from 2 days to 1 day, user satisfaction increased from 80% to 90%
Unilever China Service Desk Migration Project
● Migrated Unilever’s China Enterprise Service Desk for 6k users from Beijing to Dalian, China
● Project planned go live in 3 months, was able to deliver 2 weeks ahead of schedule due to client request, despite hiring freeze and other challenges to schedule
● Collaborated with HR department and Dalian Center Manager to secure existing resources from other accounts to reduce hiring and training lead time
● Sent team members to shadow sending team so that knowledge transfer and training can be conducted in parallel
● Worked with HPIT to incorporate China users into Unilever’s existing telephony system instead of creating a new system, thereby further reducing critical path
● Held weekly progress reviews with customer to monitor project progress before cutover and daily review meetings for 4 weeks after cutover
● As result of the migration, support time for China users was increased from 5X8 to 5X12, average call answer time was reduced from 1 minute to 30 seconds, number of resources was reduced from 12 to 7 required and client had a unified support time for whole of APJ region in Dalian China
Pfizer and Wyeth Service Desk Integration Project
● Integrated Pfizer and Wyeth Service Desks for APJ users: migrating local Wyeth service desks in China, India, Japan, Korea, Malaysia Philippines, Indonesia, Hong Kong, Taiwan, Pakistan into the existing Pfizer Desk in Dalian China
● Managed the knowledge transfer team to ensure that knowledge was captured and documented in to the new ticketing tool across all APJ. And that the customer reviewed and signed off the knowledge in time for training
● Made sure that existing Pfizer team was trained on Wyeth support processes before user acceptance test
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647-***-**** Kenneth Wu, PMP **.*******@*****.***
● Held weekly progress reviews with customers to monitor project progress before cutover and daily review meetings after cutover
● As result of the migration, all Wyeth APJ support was able to be delivered by the existing Pfizer Desk in Dalian
Syngenta Service Desk Creation Project
● Created new global service desk for Syngenta Enterprise users,,offering 5X16 support in English, Mandarin, Japanese, Thai and Korean
● Worked in a project team to oversee resource onboarding, knowledge transfer, network and telephony setup, agent training, and user acceptance testing
● Project delivered on time and was green from launch SKF Service Desk Integration Project
● Project was to integrate existing SKF Global Service desks in US, Ireland, cyberjaya and Sofia to Ireland and Dalian China to support more than 30K users in 20 countries in 8 languages 24X7
● Responsible for resource hiring, knowledge transfer, training,, network telephony configuration, user acceptance test and success of cutover
● Project timeline was affected by hiring freeze. Were only able to secure part of the requisition requested. However, resources from sending site were already scheduled to be transferred to other accounts
● Decided to approach with phased cutover instead of big bang. Shortened the procurement time by repurposing existing equipment, reduced training and knowledge transfer by transferring resources from sending site during intensive care period and using existing network telephone for first phase. At the same time escalating to top leadership to obtain exception for the hiring freeze
● Delivered project on schedule meeting all SLAs from the first day
● As result of the project, call answer time was reduced by 30 seconds, resolution time was reduced by 1 day and monthly operating cost was reduced by 30K Unilever APJ Service Desk Team Lead Sep 2008 - Mar 2011 Managed a team of 30 agents delivering service to 6k Unilever users in 4 languages supporting over 300+ applications
● SLAs met 100% throughout the period
● Customer satisfaction was over 90%
Service Desk Representative for Nov 2007 - Sep 2008 Sony Ericsson (Now Sony) Service Desk
English Service Desk Agent for Sony Ericsson global service desk supporting over 100 applications and service requests
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647-***-**** Kenneth Wu, PMP **.*******@*****.*** Education and Certification
Honor Bachelor of Science in Computer Science University of Toronto 2002 Project Manager Professional (PMP) Project Management Institute 2010 ITIL V3 Foundations EXIN 2008
Six Sigma Black Belt In progress
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