Tzu Shun Ho

Experience

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  Siemens

  Jul 1999 - Sept 2007

  Work scope comprises of:• Reported to Project Manager; work with delivery team for daily support and request as per agreed contract; ensure Service Level Agreement is achieved.• Built and maintained customer relationships.• Involved in post-sales activity such as identifying work scope and man-effort charges.• Generated and presented service reports to management.• Managed assigned project.• Reported to Quality Manager; Release Management Process Owner and conducted internal audit periodically. Show less Work scope comprises of:• As a System Administrator and Email administrator for user account and email.• Administrated and support Microsoft Active Directory, DHCP, DNS and Software Distribution System, Microsoft System Management Server.• Administrated and support Corporate Backup System, Legato Backup Server.• Administrated and support Corporate Standard Client System.• Administrated and support Anti-Virus System, Trend Micro Server Protect and Office.• Administrated and support Siemens Unified Message System.• Managed Patch Management for server and client.• Perform 2nd level troubleshooting support for day-to-day operational support and guidance to junior support staff.• Liaise with vendor for maintenance support.• Provide service report to team lead and management.• Manage assigned Corporate Information Technology (IT) Project. Show less

  • Information Technology (IT) Specialist

    Apr 2005 - Sept 2007

  • Information Technology (IT) Specialist

    Jul 1999 - Apr 2005
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  NCS Group

  Apr 2008 - Aug 2020

  Service Delivery Manager (Infrastructure)

  Work scope comprises of:• Report to Project Manager / Director in IT Outsource project as operation manager / deputy technical manager.• Manage the performance of services and ensure that Service Levels are achieved.• Engaging the customer and/or vendors to ensure the smooth delivery of services.• Communicate effectively on technical and business issues to both internal team members and customer, must be able to explain complex technical issues in a way that non-technical personnel may understand.• Engage customer proactively and provide timely response or updates to customer, where required.• Generate and review report; such as Service Performance Report and Incident Report with customer.• Manages, plans, organizes, schedules, prioritizes, assigns, and reviews the work of assigned engineers, monitors workload, deadlines and progress.• Supervises a team of engineers which may comprise of server, network and desktop on a regular basis. Show less

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  Integrated Health Information Systems Pte Ltd

  Aug 2020 - now

  Information Technology Manager

  • Report to Infrastructure Assistant Director / Director.• Understand business and application requirements, translate and work with infrastructure teams to deliver solutions that meet budget and timeline.• Lead and provide support together with application teams during high severity incidents, interfacing with infrastructure and security teams.• Manage relationships between application and infrastructure teams through brokering, collaboration and leadership.• Perform monthly or quarterly infrastructure capacity review for applications and recommend adjustments to resource requirements or consumption.• Lead, review, evaluate and implement infrastructure solutions to ensure it complies with company’s architecture, policies and guidelines.• Collaborate and coordinate for application teams on audit, system reviews, user access reviews, vulnerability assessment, disaster recovery or business continuity exercises for all infrastructure areas.• Advise and assist in budgeting for all infrastructure services, contracts or licenses pertaining to supported applications.• Develop or fine-tune operating procedures to improve operational efficiency, adherence to policies or industry best practices.• Own and manage all service requests, change requests, patch management and compliance requirements for all infrastructure areas. Show less