Phyo Wai Kyaw

Experience

• 

  KMD Group of Companies

  Apr 2015 - Oct 2019

  • Monitored System and Operation of MACCS project, ensuring system stability.• Categorized incident and problem levels, swiftly providing solutions.• Escalated critical incidents to relevant vendors and authorities promptly.• Conducted monthly site surveys to assess network infrastructure stability at port terminals.• Led monthly reboots of various servers and network devices for MACCS project operation monitoring.• Managed alterations and releases of apps and services, coordinating with vendors.• Facilitated training and knowledge sharing sessions for team members.• Supervised team to ensure timely completion of daily operation and monitoring tasks.• Extracted and analyzed server resource utilization on a monthly basis.• Prepared and provided price quotations to customers as requested.• Generated monthly meeting reports for Director and project authorities.• Collaborated with NTTDATA Myanmar and Fujitsu Myanmar teams for MACCS system implementation and maintenance. Show less

  • Manager

    Nov 2018 - Oct 2019

  • Assistant Manager

    Jan 2018 - Oct 2018

  • Information Technology Supervisor

    Jul 2016 - Dec 2017

  • Technician 2

    May 2016 - Jun 2016

  • Junior Technician

    Apr 2015 - Apr 2016
• 

  BAT

  Oct 2019 - Nov 2021

  • Managed SLAs and licenses within the IT system, ensuring timely contract renewals.• Calculated, allocated, and updated the Annual budget for the Local IT team.• Tracked incident records weekly across various locations for Incident & Problem Management.• Oversaw vendor management and supervised projects for the Local IT team.• Conducted IT asset management and inspections.• Collaborated with team members to accomplish projects assigned by the BAT Global IT team.• Prepared and submitted RFC tickets via Service Now portal to the Global IT team.• Conducted Pre/Post UATs for Change Requests and relevant IT projects.• Created purchase orders using Microsoft Dynamics NAV 2016, obtained Business HOD approvals, submitted POs to vendors, and performed GRNs upon order receipt.• Upgraded meeting rooms to MS Teams facilities, enabling Smart Meeting room capabilities.• Prepared annual ITSC and ITDRP plans to mitigate network outages and other risks.• Additional responsibilities consistent with prior role as IT Executive. Show less • Setup domain user accounts, SHA2 certificates, and BAT standard software on BAT machines.• Conduct proactive daily IT system administration, monitoring, and backup using LTO tape drives in tape library.• Remove obsolete and junk files from physical and cloud servers to optimize storage capacity.• Collaborate with cross-functional departments and vendors to ensure timely delivery of both Local and Global projects.• Manage the RMA process for BAT machines.• Provide remote user support to WFH users during pandemic crisis using remote desktop software (SCCM Admin Console).• Coordinate with BAT Global team and local vendors for servers, CISCO network device, and IT appliance implementation and troubleshooting.• Maintain IT Service Management processes compliant with IT Infrastructure Security, Information, Privacy, and Policy terms set by BAT Global IT team.• Support end-users in resolving software issues of SAP, Dynamics NAV, Lotus Notes etc. Show less

  • Senior IT Executive

    Feb 2021 - Nov 2021

  • IT Executive

    Oct 2019 - Jan 2021
• 

  K.A.T Computer Sale & Service

  Jan 2022 - Aug 2022

  Information Technology Services Specialist
• 

  Kings Yangon-International School

  Aug 2022 - Nov 2022

  IT Manager

  ● Orchestrated the implementation of network infrastructure tailored to campus user sizing requirements.● Supervised the construction project of the IT Server Room, ensuring compliance with campus IT infrastructure standards and needs.● Installed and configured MAXHUB Smart interactive displays in classrooms to enhance learning experiences.● Implemented a PA system to facilitate efficient communication and announcements across campus.● Installed and configured iMacs in strategic locations such as the Board of Directors (BOD), Auditorium, and Library.● Collaborated with vendors to ensure timely delivery of projects and manage project timelines effectively.● Procured IT equipment and accessories based on school requirements, ensuring optimal functionality and compatibility.● Coordinated with the regional IT team to facilitate seamless onboarding of new staff, providing necessary user account information and hardware/software support.● Escalated user issues and requests to the regional IT team by logging tickets through the Freshservice portal for efficient resolution.● Managed IT assets through regular inspection and documentation of relevant information.● Organized and maintained IT documents, charts, layouts, and other confidential information to ensure accessibility and security.● Administered administrative controls for respective IT systems to maintain security and compliance standards.● Created and published Microsoft Forms to streamline internal communication processes for enhanced convenience.● Provided technical support and guidance to end-users to troubleshoot and resolve IT-related issues effectively. Show less

• 

  Yoma Bank

  Nov 2022 - now

  • Utilized Change Management procedures to enhance documentation, processes, workflows, and enforce compliance with TCAB and CAB criteria.• Conducted Post Implementation Reviews (PIR) for Change Requests, coordinating with stakeholders to address anomalies and ensure smooth post-implementation operations.• Integrated additional data fields to synchronize business and technical requirements, automating workflows and rules to streamline Freshservice UI/UX.• Generated and disseminated articles, user guides, and relevant documentation within the Freshservice Knowledge Base to enhance user awareness and understanding.• Supervised incident and problem management activities of team members, ensuring adherence to SLAs and timely implementation of corrective/preventive actions.• Held additional responsibilities equivalent to previous role as ITSM Officer. Show less ● Managed Incident Management processes, ensuring accurate logging and prioritization of incidents based on affected services. Collaborated with cross-functional teams for prompt service restoration.● Oversaw Problem Management activities, escalating major incidents for Root Cause Analysis (RCA) and implementing corrective/preventive actions to minimize recurrence.● Conducted Change Management duties, evaluating Change tickets against business and technical requirements. Facilitated TCAB, CAB, and PIR meetings with stakeholders and department heads. Analyzed Change Requests to identify trends.● Administered Service Request Management, ensuring timely fulfillment within defined SLAs. Developed and managed service catalogs to align with service owners’ needs.● Defined Service Level Agreements (SLAs) based on stakeholder alignment and monitored SLA status regularly to prevent breaches.● Managed Asset Management tasks, importing relevant IT asset information into Freshservice inventory per stakeholder requests.● Configured and enhanced Freshservice ITSM tool, including automation workflows and user management.● Generated analytical reports of Freshservice tickets on ad-hoc, daily, weekly, and monthly schedules as per stakeholder requests.● Improved and automated Incident, Problem, and Change Management records to streamline ITSM processes.● Led participation in DR site relocation and DR Drill Exercise projects as a commander. Show less

  • Senior Officer - ITSM Specialist

    Mar 2024 - now

  • Officer - ITSM

    Nov 2022 - Feb 2024