Daniel Paul

Experience

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  Daniel Paul

  Jan 2001 - Dec 2007

  Freelance IT Consultant
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  Singapore Armed Forces

  Jan 2003 - Mar 2005

  IT Support & 'B" Vehicle Technician

  Outstanding Certificate of Service in both Conduct & PerformanceInfluenced and supported IT in-camp with letter of justification for outstanding performance from the Commander.

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  HP

  Feb 2009 - now

  - Lead the design of the Care Center infrastructure and remote customer experience.- Project: Transition the current model into the long term view- Act as liaison in between the WW Care Center organization and the regional Delivery Operation teams.- Investigate, design and implement improvement opportunities to increase the robustness, scalability and effectiveness of the operation- Promote the standardization of tools and processes across businesses in the region and across regions Show less End to End Transition of TMO to FMO mode for Service DeskTransition Activities:Gold Disk Support Migration from NCS to HPApplication Compatibility Testing (ACT) L1 setup of support team and infra.Transition from TMO to FMO Mode for 30+ Agencies Client Relationship ManagementEngage clients ensuring that they are comfortable - Provide timelines, milestones and checkpoints of the entire Transition Activity from Knowledge Management, Validation, Training of Agents, UAT to further build a strong relationship with the clients.Work with Service Delivery Managers to assist with ongoing issues which pertain to the transition.Infrastructure / Asset ManagementIT Support for two SOE services - S11 and S13 including testing and implementation of hardware, deployment of operating system and service desk related applications, co-ordination between various towers.Work with the Engineering counterparts to troubleshoot escalations. Towers: Engineering, Operations and PMO.Ensure proper maintenance and operation of Data Centre.Change ManagementChange Management Representative for Service Desk - Sat as the Change Advisory Board [CAB] member twice a week representing oneMeridian Service Desk ensuring that critical end-user related change requests gets broadcast to Agents promptly.Asset ManagementCapacity Management & Expansion Planning.Vendor Management Manage vendors and service providers such as Avaya, NCS, SEED, APCCall Centre Equipment, PBX, APC, UPS, Server Racks, etcProject ManagementEnsure that timelines are strictly met, following the instructions of management while ensuring minor details are not left out in the haste to meet the deadlines.DRP/BCP Planning for Service DeskConduct Dry Run, UAT prior to commissioning of Service Desk[Systems Familiar With]BMC, CA Unicenter Nortel Call PilotTelephone Softwares:CCADCCMSCCTNortel Call Recording (NCR)Nortel Quality Monitoring (NQM)Symmetrics Show less

  • Sr Manager - APJ Indigo Learning Academy

    Feb 2019 - now

  • APAC Regional Manager, Graphics Solutions Services Care Centers - Asia Pacific & Japan

    Feb 2014 - May 2019

  • APAC Programme Manager, GSS Care Centers - Asia Pacific & Japan

    Oct 2012 - Feb 2014

  • Transition & Transformation, Project Mgr & Team Mgr

    Feb 2009 - Oct 2012