YW Low

Experience

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  Hewlett-Packard (Sales) Malaysia

  Aug 2002 - Apr 2004

  Personalized Service Agent

  Attended to an average of one hundred customer queries (in support of customer needs) in a day through the call center queue to meet HP Support Center Service Level Agreement.Channeled potential sales leads to Asia Pacific Contact Center (APCC) – HP Sales Center with full customer contacts. Demonstrated ability to maintain composure and worked efficiently in a fast-paced environment. Coordinated the schedule between customers and on-site HP Support Engineers.Completed projects:1. Reconstructed an internal web page using Macromedia Dreamweaver.2. Reconstructed a section of an internal web site using Microsoft Front Page.3. Revised the support process flow between HP Support Call Center with Maybank Malaysia4. Responsible on the flow and coordination of all support calls for all After-Office-Hour support. Show less

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  System Management Services Sdn. Bhd.

  Apr 2004 - Oct 2005

  System & Application Support Engineer

  Provided effective and consistent technical support. Researched technical solutions pertaining the backup solution operated on all major platforms; HP-UX, Sun Solaris, DEC Tru64, IBM AIX, Redhat Linux and Suse Linux ; utilizing too Unix Scripting skills. Maintained good relationship and rapport with the assigned accounts via prompt feedbacks and sound technical solutions.Among completed projects and achievements:1. Selected to be the candidate for Technology Transfer Program between principle company Functional Software and System Management Service in Perth, Australia for duration of two weeks.2. Prepared quarterly review reports of the system for Bank Negara, Bank Industri Group and MCIS-Zurich.3. Volunteered to conduct yearly Policies & Procedures Documentations reviews of accounts – Bank Industri Group, MCIS-Zurich and AMI.4. Participated in major project- Rezoning Project; splitting the backup environment of Bank Negara in accordance to network segments. Show less

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  Hewlett-Packard

  Oct 2005 - May 2006

  Storage Software Support Engineer

  Provides 2nd level technical support on HP Data Protector and Storage Hardware to regional customers, sometimes involving own research on technical solutions.

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  Shell

  May 2006 - May 2007

  System Administration Support Engineer

  Provided technical support and perform administrative tasks for enterprise-wide Unix and Linux system. Accomplishments include:1. Productive system engineer by handling average of 20 Service Request tickets on daily basis (per shift).2. Participated in the design of the Servers Onboarding process to standardizing installed tools and software of servers to be brought into production environment.

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  T-Systems Enterprise Services GmbH

  May 2007 - Feb 2012

  Ensures service descriptions are formalized, processes & procedures are developed and aligned, documentations are created and updated, while necessary tools are made available and staffs are trained in delivering these services to Customers. Implements project assurance by building and delivering the interfaces between the various support teams via the formalization of operational readiness sign-offs for new or changed services that are transitioned to support. Named Subject Matter Expert (SME) for Service Transition for the below contributions:1. Participated in the development of Operation Readiness Review framework with Transition-to-Support team manager, successfully incorporated into all future new services onboarding.2. Contributed into the successful implementation of the organization-wide Processes & Tools Transformation Program, consisted of projects ranging from Change Management System (CCS), Configuration Management System (Asset Centre) and Systems Monitoring (Tivoli).3. Successfully implemented a consolidated Change Management process in fully optimizing a defined monthly change window for a collection of tightly interwoven systems and teams within Shell Downstream. Show less Coordinates Release Deployment and Change Management and ensures accuracy of assets information in Centralized Database. Process owner for ITIL Change, Release and Configuration Management for Operation System (Unix/Linux) team. Special Recognition Award (SRA) received for the below:1. Successfully implemented Fixed Maintenance Windows under the effort of Release Management process improvement.2. Improved CMDB quality by incorporating various control points in daily operation, under the effort of Configuration Management process improvement.3. Smoothly coordinated quarterly operating system (in-house Linux) upgrading effort for Exploration & Production (EP) Business Unit globally. Show less

  • Transition-To-Support

    Nov 2009 - Feb 2012

  • Service Assurance Analyst - Release & Config Mgmt

    May 2007 - Mar 2010
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  Huawei Enterprise

  Feb 2012 - Jan 2014

  Managed Services Solution Architect

  Proposed Service Delivery Model (focusing on ITIL Service Management, Multi-Vendor Environment) to potential global clients, upon performing comprehensive functional and business requirement analysis. Navigates and collaborates with resources across IT and business domains to ensure processes and services are designed and managed, both effectively and efficiently. Identifies and evaluates the critical success factors and key performance indicators for various processes, leveraging the existing metrics to trend and analyze current performance.Among completed projects:1. Identified key improvement areas based on ITIL best practices that focus on the people, process, technology through Continual Service Improvement task force for Celcom, Malaysia.2. Successfully completed ITIL Service Management process alignment exercise for Vodafone, Germany; performed detailed analysis of the as-is processes and devised the proposed to-be processes according to client's requirements. Show less

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  VADS Berhad

  Jan 2014 - Jun 2014

  Solution Consultant

  Works with the Sales team in the capacity of Bid Manager to respond to RFPs, RFQs and relevant pre-sales activitiesAmong completed projects:1. Successfully developed internal dashboard for assignments for all Solution Consultant; providing a view to management on resources effort2. Successfully completed Solution Consultant Handbook, Proposal Templates and checklist with the engagement of various interacting teams (e.g. Project Management, Service Delivery, Solution Consultant)3. Designed the initial IT Governance Service Offerings (which includes ITSM Process and IT Governance Assessment framework) as pilot product for Professional Services Consultancy Service. 4. Conducted the Project and Service Management process alignment exercise (based on PRNICE2 Assessment Model), produced Process Maturity Assessment reports with improvement recommendations Show less

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  Shell Business Operation

  Jul 2014 - Dec 2016

  Process Analyst

  1. Disaster Recovery Process ConsultantResponsible for maintaining the Disaster Recovery (DR) plans, and coordinates annual Disaster Recovery tests together with the appropriate documentation. Planning, organizing and scheduling the annual test process, and follow up with relevant reporting and recommendations for the IT Disaster Recovery plan ensuring the company is prepared to recover in the event that an actual disaster occurs. Completed the coordination and facilitation of DR annual review and testing exercise for DRs in assigned portfolio. Designed the SharePoint page for Process, Assurance and Improvement (PAI) team within Shell IT (a new team for Process Assurance), with process flow for Application Service Desk new service on-boarding. 2. Release Portfolio Management Analyst Plays the key analyst role in Release Portfolio, maintaining the estates of the company (~90 Applications) are at the approved/complied versions, to ensure stable, secure and cost-efficient environment. Works with suppliers and architectures to provide up-to-date rolling forward 24-Month Release Plan for the community. Show less

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  Standard Chartered Global Business Services

  Dec 2016 - now

  Process Specialist (Governance and Change)

  Providing expert oversight, project management, documentation, compliance, and governance in support of designated IT Policy, IT Standards and IT Processes initiatives within the organization. Developing detailed, compelling and analytical deliverables to convey complex thoughts and ideas to various stakeholders.Acting as the Subject Matter Expert of key IT management processes and industry frameworks (e.g. ITIL).Support in establishment of Policy, Standards, Processes and continuous monitoring of its successful implementation.Among completed projects:1. Transformed the collection of Technology Processes for the company; working with various stakeholders. Established the lineage amongst Framework, Policy, Standard and Process.2. Simplified the Risks and Controls landscape of Processes, by working closely with varioous stakeholders, adopting the tailored risk management framework in safeguarding the organizations by ensuring the security and resilience of their technology infrastructures.3. Participated in the bank-wide IT Standards simplification project, by reducing/consolidating 70% of Technology Standards; increased the governance efficiency and eliminated potential overhead in administrative effort.4. Supported Risk Management function in the bank-wide effort in Risk Simplification Program - achieving the overall target of Risk counts reduction and enabling Technology function the visibility of concise Risk Profile. Show less