Peter N.

Experience

• 

  SoftLayer, an IBM Company

  Sept 2015 - Feb 2017

  Datacenter Technician - III

  As a tier 3 technician, I was responsible for extra tasks in addition with layer 1 duties:• Professionally resolve hardware issues for SoftLayer’s global customer base via trouble tickets• Troubleshoot and resolve problems with basic network and operating system installations and configurations• Process new orders and troubleshoot automated provisions• Monitored, troubleshooted and resolved hardware provisioning a process.• Resolve automation issues, customer tickets and hardware issues.• Resolve layer 3 networking issues which customers were experiencing. Show less

• 

  IBM

  Feb 2017 - Sept 2018

  Datacenter Interim Lead

  In October 2017, IBM then rebranded its entire cloud portfolio as IBM Cloud. PaaS offerings, giving users access to both IaaS and PaaS resources from a single console.Under IBM, I was an Interim Lead I had additional duties as a leader which includes:• Part of the original team who has was experienced in Legacy and Modern architecture whom has setup IBM Cloud's first Datacenter in APAC which was located in Sydney, Australia.• Troubleshoot and resolve problems with basic layer 3 networking issues.• Process new orders and troubleshoot automated provisions• Lead the team during deployment days from truck shipment to dock and deployed.• Lead the team of 6 people to work on IBM projects and facilities work.• Delegate tasks according to prioritizes and streamlined work through each shift.• Responsible for providing a smooth handover of tasks to the next shift.• Responsible for onboarding, training and leading new technician or staff.• Performed hard-fail testing, troubleshooting and RMA-ing faulty hardware to replenish stock by identifying the issue.• Review APAC customer tickets according to CSAT (NPS/Metacritic) standards.• Perform analyze and provide post-mortem/feedbacks for improving customer tickets in APAC. Show less

• 

  Microsoft

  Mar 2021 - now

  Part of our Cloud Operations + Innovations team in Sydney when there were only 15 technicians and now our team has expanded over to 140 employees. During my time as a Datacenter Technician, I was key stakeholder in the following high-severity projects which has led to business impact:• Part of Sydney's first footprint team whom has contributed to multiple Datacenter turnups and the launch of our first Availability Zones for Azure in Australia & New Zealand regions (ANZ).• Together with Operation Managers and Technician team in our Legacy zone, we have contributed to the first Network Refresh projects which has delivered business impact and customer satisfaction/requirements.• Became the first technician in Australia to be propelled to a high-performers Career Experience Program (CEP) which has led to opportunities, role changes and continuous improvements within the program.• Partnered with our relevant stakeholders to develop ANZ's first onboarding, navigation and respiratory which contributed to our Learning and Development team's success in onboarding new employees.• Delivered technical trainings, soft skills and core skills trainings and workshops to our Employee Network Group (ENG) & Employee Interest Network (EIG) groups in APAC Diversity & Inclusion Networks. Show less Graduated from the prestigious Career Experience Program (90 days full immersion career experience rotation for DC Ops employees) in another organization.To name a few projects during my Career Experience:• Co-Lead of the APAC Aspiring Women to Datacenters regional program (refer to article attached below to read post by our CVP Asia, Ahmed) where we partnered with Institution of Technical Education (ITE) Singapore. Responsible for developing the program's Professional and I.T Development curriculum with our program leads and technical trainers for our ITE Singapore Ni-tech level students. Program impact has resulted in our first ever headcount request to hire one student straight to our Datacenters upon graduation of the Aspiring program.• Partnered with our Global and APAC Learning and Development Program Manager on execution of APAC L&D programs.• Collaborated with (V-Teams) program teams within DC operations and GOLD on L&D programs with regional impact.• Developed, facilitated and delivered Lunch & Learn sessions with our D&I Employee Network Groups.• Developed & created the APAC L&D Guide in Cloud Operations + Innovations organization.• Represented our APAC team as a member of Non-Native English Speakers (NNES) Employee Network Group by actively presenting in our Global Calls which was streamed as a live event across the company and had sponsorship from our VPs. Show less

  • Global Core Development Manager

    Oct 2024 - now

  • Global Learning and Development Program Manager

    Aug 2023 - Oct 2024

  • Learning & Development Technical Trainer, APAC

    Mar 2022 - Aug 2023

  • Datacenter Technician

    Sept 2018 - Mar 2022

  • Leadership & Career Development Assistant, APAC - Career Experience Program

    Mar 2021 - Jun 2021