Project Management Manager
Resume:
Clive Wong MBA, ITIL, SMC, CLSSYB
****.*****@*****.***
linkedin.com/in/clivewong
Top 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 aligns to the projects’ goals.
•Leadership – MBA with experience in restructuring IT to align with the company’s strategic planning. Coaching and mentoring the team, and build up, inspire, and empower them to perform at their best.
Work Experience
Wizlynx
Cybersecurity Project Manager 03/2024-Present
•Defined test scopes and gathered technical details for the testing team.
•Managed cybersecurity projects including network penetration tests, web application penetration tests, red teaming, and security code reviews.
•Single point of contact for external customers, ensuring project deliveries and customer satisfaction post-report delivery.
•Mitigate risks for customers and ensure all assessments in the pipeline could be carried out per schedule and budget.
Amino Communications, Burlingame CA
Senior Software Engineer / Project Manager 09/2019-11/2022
•Reduced the customers’ truck rolls by converting to Engage, a cloud based streaming device management service (SaaS on AWS EC2)
•Support the customers by analyzing customers’ problems reported, including Linux syslog files, network capture from Wiresharks pcap, and Android bugreport, troubleshoot and provide immediate workaround solution and achieved a 100% positive rating on Zendesk and a NPS score of over 80% in two consecutive years (2020 and 2021)
•Liaising 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
•Debugging 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
•Bridging the Support Team, Sales Team, and Product Managers in different geographical locations with the engineers in Hong Kong for solution design
•Understand the customer’s new feature requests and work with product managers and development team to plan for sprints and deliver new features in software releases using tools including JIRA, Zendesk, and Confluences
•Ensure that the Zendesk tickets were handled by the team properly and prioritized according to SLA
•Manage relationships with external customers, strategic partners, and vendors
•Zendesk data migration post acquisitions
•Python scripting for Zendesk data conversions
Telstra International, Hong Kong
Release Manager, IT Integration & Transformation (Program Manager) 11/2015-08/2017
•Led project teams in Plan, Design, Build, Test, and Deploy system upgrades
•Managed multiple programs at the same time, including Global Cloud Collaboration Reseller Model Programs that required IT uplift on cross departments systems. These system include Salesforce (Prospect to Order), HPSM and Zendesk (Trouble to Resolve), and Billing (Usage to Cash), Global Cloud Collaboration US Node with ScienceLogic, Concur implementation to Oracle finance system, Venture Applications enablement, and International Pricing System (IPS) uplift
•Manage the Pacnet IT Integration Program and ensure delivery of all IT streams, including services, billings, EUC, and application decommission. Communicate project status, issues, and resolutions to the stakeholders.
•Working in a leadership role with the responsibility to deliver Infrastructure, EUC and ITSM Services
•Led a team of System Architects, internal and external developers across different IT teams, business users, and stakeholders toward release schedule for each project/program
•Facilitate problem solving for technical issues and steer discussions to mitigate risks and find resolutions
•Understand the technical strategy of the business unit and identify misalignment at the program level
•Assist the Product Manager in crating users’ stories and identify key success criteria and risks, create a release plan and budget schedule
•Mitigate risks and lead the team to resolve any issues and conflicts throughout the SDLC
•Present solutions to Change Advisory Board for approval and work with DevOps for move-to-production
•Ensured Pacnet Integration Program is well documented and is compliance to PMO by working with external audit team to identify and resolve any issues found
•SAP Concur integration to Oracle finance, synchronizing users, payment balances, and financial data
Maxfirm Industries Limited, Hong Kong
Senior Manager, IT Services 08/2012-11/2015
•Manage infrastructure and applications used in regional office and China factory
•System migration – migrated 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
•Restructure IT and implement new policies and Disaster Recovery Plan (DRP) for offices and factory
•Implement incident and event management to IT department
•Maintain production SQL Server
•Completed data conversion for all products and BOM
•Data migration to Manufacturing Scheduling System
Johnson Controls, Hong Kong
Manager, Technology Services, Asia 04/2011-08/2012
•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 vendor to build IT server room for new Hong Kong office and set up event management
•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 04/2010-03/2011
•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
•System enhancement to cater 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, San Leandro CA
IT and Operations Manager 09/2003-03/2010
•Built and directed IT team to accomplish various projects for clients’ back office and FAB in China
Education
MBA, 2017, University of Wales, UK
B.S. Management Information System, 1997, San Jose State University, USA
Certificates
ITIL V3 Foundation, 2012, EXIN
Scrum Master Certified, 2023, SCRUMstudy
Six Sigma Yellow Belt, 2023, 6SIGMAstudy
STAR Manager, 2022, Notion
STAR Coach, 2022, Notion
Crash Course on Python, 2023, Google/Coursea
Information Systems Auditing, Controls & Assurance, 2023, Hong Kong University of Science and Technology
Certified Information Systems Auditor, in progress
Crash Course on Python, 2023, Google/Coursera
ISC2 CC - Certified in Cybersecurity, in progress (ETA Feb 2025)
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
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