IT services quality assurance

John Bickel

Email: *********@*****.***; Honolulu (local) Mobile 808-***-****, Bangkok (66-86-882-****

Senior Quality Assurance Mgr., TCC Technology Co., Bangkok, Thailand; 1/14 to present

TCC Technology Company background: carrier neutral multiple site data center company, with services including Colocation, Business Continuity Center Services, Network, Cloud, SAP, Fiber Link, and International Gateway network infrastructure services.

Scope: internal audit, process implementation for SMS, ISMS, and privacy scope

ISO 20000 Implementation: primary project lead (2020 conversion from ISO 9001)

Thai PDPA (privacy law) process: main implementation team, with QA as “controller”

Anti-corruption policy and process development: (2021), primary process developer

Software asset management: license compliance review projects by Microsoft and Adobe; coordinator for other TCC Group corporate companies (50+)

External Process Consulting Services (part of TCC Technology QA role)

Thai Beverage: TCC Technology and Leap staff supported ISO 27001 implementation and re-scoping, for IT supporting infrastructure department. Initial certification in 2020, scope expansions 2021 and 2022.

Leap Solutions: TCC Technology split off Cloud, storage, and SAP services to a separate company in 2016, partially re-integrated in 2021. TCCT QA continued outsourced support:

Leap Service Desk tool and ISO 20000 and 27001 implementation: certified in April 2017

CSA Star, PCI-DSS, ISO 27701 (PIMS) completed implementations: requirements review, gap assessment, and implementation support, responsible for internal audit review steps

Data Center Operations Manager, TCC Technology Co., Bangkok, Thailand; 1/10 - 12/13

Scope: data center monitoring, first level support, access control, implementation support, off-hours Service Desk function, facilities projects, maintenance contracting

Supervision: manage ten Operations staff, including 24 hour NOC operations and facilities.

Phnom Penh (Cambodia) DC design and vendor selection: lead Project Manager role in DC implementation project, through final design phase (later completed independently by partner)

Facilities upgrades: air-flow control projects, cooling system and access control replacements

Business Continuity practical experience: manage data center site through high-impact political protests and flooding events; developed BCP planning as support

Access control: managed access control system replacement for office zone and DC site

ITSM support: review process of new Service Desk application (ITSM tool)

Security and Compliance Manager, TCC Technology Co., Bangkok, Thailand; 5/08 - 12/09

Scope: audit, process implementation, training, systems review scope, act as QMR and ISMR

TCC Group Interface, External benchmarking: limited combined process review in other TCC Group companies, review process and ISO development in Singapore partner company

National IT award recipient: prepared and presented ICT Excellence Award for 27001 project

Warehousing / Distribution Mgr, Terminal Corporation, Baltimore, MD; 06/91-09/92

Scope: material handling and maintenance for warehousing, transportation, distribution

Process review: assess ISO 9001 implementation related to company processes

Account return assessment: implement account performance measures and reporting system

Industrial Eng. Co-op, Texas Instruments Defense Electronics Group, Dallas, TX, 05/88 -08/90

Assembly Methods Department: develop assembly procedures; computer user support

Material Handling Division: new production support function related to new counting scales use, design work-space layout revision for material handling area

Manufacturing Division: basic assembly support functions and supply management process

Education

BS Industrial Engineering, Pennsylvania State University, State College, PA Aug. 1986- May 1991

BA Philosophy, Colorado State University, Fort Collins, CO Jan 2002 - Dec 2004

MA Philosophy, University of Hawaii at Manoa, Honolulu, HI Sept. 2005 – May 2007

Relevant training

Certified Data Center Risk Professional, August 2018, EPI Training Provider

BSA SAM Advantage Software Asset Management training, 2014, BSA online course

Certified Data Center Specialist, October 2012, EPI Training Provider

Certified Data Center Professional, October 2011, EPI Training Provider

ITSM / ISO 20000 Implementation course, January 2009, BSI (British Standards Institute)

ITSM / ISO 20000 Lead Auditor, February 2009, TUV-NORD (IRCA certification course)

Business Continuity Implementation course, July 2009, BSI (British Standards Institute)

Professional Association: itSMF (IT Service Management Forum): (active 2008-2012)

2 years as Board Publications Director, 2 years as Membership Director, conference organizer

Social media / blogging:

Writing / subject research for Tea in the Ancient World blog; external publication through TChing and Zester Food News Daily.

Facebook group co-founder and admin, International Tea Talk, with 25000+ current members

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