Tim Birch

Experience

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  IBM Global Services

  Jan 1996 - Jan 2000

  Advisory IT specialist
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  EDS Singapore

  Jan 2005 - Jan 2007

  Technhology Delivery Team Manager

  Led 4 teams of 32 IT professionals whose primary focus was to deliver projects of installation of UNIX, iSeries, storage and database administration to the bank’s key server applications. Ensured that all IT practices within the bank were completed on time, within budget and on schedule; fulfilled and maintained the IT projects for the bank technical applications, such as, core banking, ATMs, Futures, SWIFT, Trading and internet banking.➢ Responsible for audit findings, server vulnerabilities, monitoring services and server availability metrics.➢ Reduced Severity 1 and Severity 2 defects and major incidents by nearly 50% within a 6-month window.➢ Outlined and established an efficient storage service tool, providing a tiered storage offering. Show less

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  Credit Bureau Pte Ltd, Singapore

  Oct 2007 - Dec 2008

  IT General Manager (contract)

  Oversaw all audit and vulnerability activities, ensuring full compliance of related servers and service offerings. Provided leadership with key analytics and raw data reports to learn more detail of availability management, SLA Compliance, Incident and problem management. ➢ Completed a major security project in order to tighten access, reduce vulnerabilities and secure tools, including iSeries, Windows and network environments for audit and internal compliance.➢ Created a comprehensive policy-driven backup strategy to meet company goals and objectives.➢ Migrated a green screen application to a web-based application with tight schedule and budget constraints.➢ Mentored associate for eventual handover of role and responsibilities in a structured way as to ensure continuity and infrastructure availability. Show less

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  Hewlett Packard

  Feb 2009 - Dec 2011

  Network Tower Manager, SEA

  Led a team of 72 IT professionals across 29 accounts, whose primary responsibility was for network management of operations. Performed Quality Assurance and audit responses for ISO compliance while negotiating and creating contract specifics. Delivered highly available network systems to key customers in region➢ Successfully performed industry-wide disaster recover testing with challenging specifics.➢ Exceeded operational efficiency metrics by 24% on balanced scorecard and reduced company attrition by 30%, despite considerable challenges in hiring and compensation constraints.➢ Ensured the constant improvement in the quality of contracts, team member performance and professionalism of HP network outsourcing staff. Show less

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  Riverbed Technology

  Apr 2011 - Aug 2015

  Senior APJ Escalation Manager

  Directed the Escalation Engineering staff across APAC for technical assistance of product related inquiries and aided in prioritizing the resolution of critical account issues across Asia Pacific and Japan. Reported to C-level staff on the quality of service and field performance of employees. Delivered Quality Summit and customer satisfaction qualitative analysis to teams while maintaining all data, QA efforts and process compliance testing.➢ Developed critical analysis tools for determining customer needs and demands through diverse data sources and daily monitoring of TAC management.➢ Analyzed client customer satisfaction metrics and reported positively/negatively on how internal team was performing. Saw strong gains in metrics and goals aligned with actions stemming from data analytics.➢ Introduced ITIL process to ensure post implementation review for quality and performance monitoring.➢ Performed COBIT audit across the enterprise with supporting information from key groups. This was vital in providing direction for key support groups. Show less

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  NetApp

  Sept 2015 - Apr 2016

  Senior Regional Field Support Manager APAC

  Managed a team of Field Escalation Managers across APAC and directed leads on technical/sales escalation items while providing process and resolution techniques. Guided clients and mentored response teams of appropriate methods to collaborate with clients and provide education around use of tools and NetApp support.➢ Created best practices and procedures documentation, including group strategy documentation, outlining strategic objectives for Global Field Support Management.➢ Development of key metrics and goals, training support of staff, and delivery of obtainable metrics to the Field Escalation teams.➢ Delivered quality reports and data analytics to clients based within region, including strategic objectives differentiating NetApp Global support to competition.➢ Ensured visibility into NetApp support deliverables and ensured internal stakeholders had clear understanding of features and functionality. Show less

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  F5 Networks

  Sept 2017 - now

  Enhanced Services Manager, APAC

  Managing a team of Enterprise Account Engineers delivering enhanced services to F5's Premium Plus accounts.