Andrew Lim

Experience

• 

  Fujitsu Systems Business Malaysia

  Oct 1995 - Dec 1998

  Systems Engineer

  Responsibilities included :- Manage the National Golf Handicapping System (Golf Application) under Special Project Department. - In-charge of the Golf Tournament, Malaysian Open 1996 by producing real time scores and results. - System installation at major Golf Clubs in Malaysia.- Support and conduct advanced user training to the Golf Manager. - Manage the company data center.

• 

  Springer-Miller International, LLC

  Jan 1999 - Dec 2005

  Support Specialist

  Job responsibilities:- Projects installation, implementation and management of Property Management Systems, Spasoft and various interfaces.- Support clients on various issues pertaining to SMS|Host, SMS|Pos, SMS|Touch, Spasoft and Interfaces. - Manage internal networking systems.- Diagnose reported problems and advise customer of steps to correct.- Perform systems upgrade and conversion.- Provide internal/external training of interfaces eg.PABX, Call Accounting, POS, Keylock, In-Room Movie/Internet, etc.- Forms programming. Show less

• 

  MICROS-Fidelio Asia Pacific

  Feb 2005 - Nov 2014

  Specifically responsible for planning, organizing, directing and controlling of Regional Support operations in APAC.- Management, development and mentoring of Level 2 Support team.- Reporting on key metrics for resources and case management data.- Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution.- Reviewing escalated cases against the Service Level Agreements (SLAs) in place for general operating practice and specific major accounts.- Forge working relationships with country Support Managers, Operations Managers, Global Support & Development teams.- Working with Major Accounts to exceed Service Level Agreements. Show less - Responsible for the regional support and education of the hotel systems product suite i.e. OPERA Reservation Systems (ORS), OPERA Customer Information Systems (OCIS), OPERA Web Suite (OWS) and associated interfaces in Asia Pacific.- Quality assurance of new product or version releases prior to distribution in Asia Pacific.- Train the concepts and procedures of the Central Systems product suite to the support team in Asia Pacific- Configuring, Installing and Supporting the Central Systems product suite for selected strategic projects.- Work with the support teams to ensure service level requirements are exceeded.- Work with the customers to ensure that contractual service expectations are exceeded. Show less

  • Regional Support Manager - Hospitality Systems (APAC)

    Sept 2013 - Nov 2014

  • Regional Support Team Leader - Enterprise Systems

    Feb 2005 - Aug 2013
• 

  Oracle

  Nov 2014 - Jan 2018

  Global L2 Manager - OPERA Cloud/Mobile
• 

  HRS (Hospitality&Retail Systems)

  Jan 2018 - Sept 2021

  Regional Director of Support Services, Asia Pacific
• 

  Oracle

  Sept 2021 - now

  • Operations Director - Global Technical Services

    Sept 2024 - now

  • Senior Operations Manager HLGIU - Global Technical Services

    Sept 2021 - Sept 2024