Zhao Guoxin

Experience

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  Millward Brown-Acsr

  Jul 2004 - Aug 2006

  IT Technician

  o Telephone interview center system maintenance, including helpdesk job, voice system, network. o Program computer questionnaire according to logical relation. o Build up new office IT infrastructure.

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  Huapu Information Technology Co., Ltd

  Sept 2006 - Aug 2009

  Avaya Engineer

  o Architect and set up voice system according to users' requirement. o Avaya IPT& Call Centre solutions' installation, configuration, maintenance, troubleshooting. o Provide users’ training, compile runbook, and compose project documents. o Maintain customer relationship well. o Experience on AVAYA CM3/CM4/CM5/CM6, S8300/S8500/S8700/S8800 Series server, SCC/MCC/ G450/G600/G650/G700 Media Gateway, AES, AIC, AVP, BCMS, Intuity Audix, MM.

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  Sunshine Insurance Group

  Sept 2009 - Jul 2013

  ITS lead

  Call center system operation:o Communicate with internal IT team and external vendors for troubleshooting.o Manage vendors and communication service providers to keep system run smoothly.o Support telecommunication infrastructure, administer CTI, PBX, IVR, Recording devices. o Lead team and onsite engineer, provide technical support, user training, incident/problem management.o Other duties as assigned. Project Management:o Call center system buildup and system extension in different cities.o Be an interface role between business and IT for requirement gathering and IT solution.o Conduct IP network team, server team and vendors to solve issues and ensure the system go live with timeline in project.o Citrix Xenapp virtualization project execution (requirement gathering, scenario investigation, resource estimation, UAT, pilot, go-live). Show less

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  Maersk Line, Limited

  Aug 2013 - Feb 2014

  IT Project Coordinator

  MyPhone project (Global):o Be the responsible for collecting and validating the user profile elements of data gathering for each Regional site in scope. o Onsite visits to sites to gather user details of voice system requirements for MyPhone.o To liase with central MyPhone team, local onsite contacts and the supplier to ensure required user information is fully collected and accurate.o To be onsite for pre migration testing and communication (socialization) of the MyPhone project with local business/users.o To carryout user acceptance testing during a sites migration weekend.o To work with the supplier to carryout ‘hypercare’ following a site migration in order to resolve any issues as quickly as possible. Show less

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  BMW China

  Nov 2015 - Nov 2016

  IT operation manager

  Contact Centre system operation:o CTI system (incident, requirement, change, problem, release) management which comprises product environment, INT and DEV environment. o Communicate with internal IT team and vendors for solution.o Constantly optimize operation handbook and working process to fulfill SLA.o Vendor management.

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  TDCX

  Apr 2017 - now

  IT Manager

  Project management:o Collect users requirement from internal and clients.o Define the technology plan for network, software, telephony and other solutions for the new project.o Manage the project to ensure the project follows planned resource, budget and schedule.o Solve the problems and control the risks in project.IT Operation:o Responsible for IT infrastructure planning, optimize and improve IT infrastructure.o Lead IT daily operation including configuration, performance monitoring, troubleshooting.o Ensure the IT system security, speed and reliability are taken care of.o Communicate with group IT to get support and ensure local policy align with standard.o IT Asset management. Show less