BINGQIAN, CRYSTAL HAN

Experience

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  Stoke-on-Trent City Council

  Aug 2006 - Aug 2009

  Technical Support Assistant

  • Personal assistant to the IT manager, including providing regular reports, taking phone calls, contributing ideas, drafting agreements and IT policies, arranging meetings and recording meeting minutes;• To provide first line technical and IT support and guidance to the school undertaking the development of systems and incorporate IT development across whole school;• Maintenance of stock and breakage records, catalogues and user manuals, using Microsoft Access and SharePoint;• Help support the development of online learning resources including graphic design, filming, video editing and website development;• Maintenance of a system to manage booking of over 500 items of IT and digital media equipment and appropriate maintenance and servicing;• Assistance and support to teaching with ICT demonstration lessons and practical sessions as well as providing trainings to staff;• English-Chinese or Chinese-English translation when required. Show less

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  Hewlett Packard Enterprise

  Oct 2009 - May 2014

  Promoted to Regional Account Delivery Manager– IT Outsourcing Account Management, Asia Pacific & JapanACCOMPLISHMENTS • Increased Engagement Margin (EGM) by 400% within a year.• Achieved Service Level Agreement (SLA) of 98.11% across ALL capabilities, with an average score of 99.97% on site impact outages throughout the whole year. • Reduced high severity ticket numbers dramatically from 136 on Sev1 to 7, and from 637 on Sev2 to 52 in 6 months. • Improved customer satisfaction by reducing negative feedbacks from 7 per month to 0 on desktop support within 3 months. • Successfully implemented service catalog, enabling customer to order services online, together with other Non-standard Service Requests/Projects and Transition & Transformation activities with an additional revenue of USD361,000. • Awarded twice for Vale account Rock Star for “Achievement & Contribution” and “Results through Teamwork” in 2013. RESPONSIBILITIES- Directly manage a team of 17 onsite engineers and coordinate with other 6 capability towers (including Data Center) on IT day-to-day operation functions crossing 11 countries in APJ.- Acting as the highest point of accountability for incident and problem management, overseeing service end-to-end delivery in a proactive manner versus a reactive one.- Maintain a healthy client relationship and negotiate alternative solutions that are cost beneficial to client and cost effective to HP. Show less Promoted to End User Computing Delivery Lead for Middle East and Asia – Service Delivery Management, Dubai, Oman, Singapore & MalaysiaACCOMPLISHMENTS• Successfully established the Asset and Invoice Management Process and brought a revenue increase of USD39,000 on monthly bill in 6 months. • Built and trained a strong service delivery team with ITIL best practice concept achieving Service Level Agreement (SLA) of 98.81% across ALL Capabilities. • Successfully completed following projects: Global Service Desk roll out with PBX Phone System upgrades, new Cisco VoIP deployment, Singapore client office relocation, P2P network link implementation at Oman, file/printer server refresh, Lotus Domino to Exchange migration, Orange WAN link upgrade, Managed Printing Service (MPS) set up, Client Automation Enterprise (CAE) server deployment. RESPONSIBILITIES - Directly manage a team of 7 onsite engineers across Middle East and Asia region for End User Field Services.- Collaborating with 7 internal capability towers and client teams delivering IT Enterprise Services meeting Service Level Agreement (SLA).- Vendor/supplier management and negotiation to ensure good support on resource providing with a win-win price. Show less ACCOMPLISHMENTS• Awarded with HP shares for significant contributions to HP’s success for year 2010. • Nominated in the March-April 2011 ITO Heroes program for continuous innovation and dedications.RESPONSIBILITIES- Work place service for Vale China account to provide daily trouble-shooting and solutions for end user computers, operating system, hardware, smart-phones, security, network, server and web based applications. - Assisting Transition and Transformation projects, such as PC refresh with Active Directory restructure, Symantec End Point (SEP) protection roll out, Global Service Desk roll out, client office relocation, network upgrade.- Prior to the Vale account: field service for SKF, Fonterra and GMAC. Show less

  • Regional Account Delivery Manager (Global Account)

    Aug 2012 - May 2014

  • EUC Delivery Lead for Middle East and Asia

    Aug 2011 - Aug 2012

  • Service Delivery Consultant

    Oct 2009 - Aug 2011
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  HP

  May 2014 - Aug 2016

  Account Delivery Manager, Managed Services, Printing and Personal Systems

  ACCOMPLISHMENTS• Successfully conducted Business Reviews (Internally and externally) in an executive-level capacity for several major clients within 4 months on the new role. • Upsell, cross-sell, supported and secured new sales deals adding up to s$1.2m TCV revenue every quarter.• Achieved the highest score on Total Customer Experience surveys in Singapore.• Awarded three times on the new role for “Passion for Customers”, “Making a Difference” and "Impact on Growth" in FY15 recognition@HP program.RESPONSIBILITIES- Overseeing project deployment and transition as well as manage and own customer escalations during ongoing service delivery and business management phase for 23 clients crossing 12 different industries.- Conduce regular Business Reviews to ensure Service Delivery quality at the same time to identify Up-sell / Cross-sell opportunities to ensure enterprise wide contract in assigned accounts. - Improve and maintain account profitability and ensure regular Account P&L review.- Lead and process all Change Orders and Contract Renewals. Show less

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  FUJIFILM Business Innovation Asia Pacific

  Sept 2016 - Jun 2020

  Regional Transition and Transformation Manager

  ACCOMPLISHMENTS● Successfully led and coached regional project teams for full implementation of office Managed Print Services solution at APAC region across 13 countries for global and regional clients like Goldman Sachs (banking) and P&G (consumer goods) following full life cycle of project management - initiation, planning, execution, and closure. ● High customer satisfaction score over project management skills and risk and issue controlling, as well as decision making.● Initiated and created various easy-to-follow procedure checklist and workflows as well as created posters and user guides can be repeatedly used as part of Change Management. ● Continuous personal development through professional training like Lean Six Sigma, PMP, CISSP and AWS Cloud Computing.● Received Company Awards three times for hard-working and excellent work outcomes. RESPONSIBILITIES- In charge of regional project deployment, monitor and control transition risks and issues.- Apply data analysis to plan for the most effective deployment execution and resource management across multiple countries and sites. - Scheduling and controlling time management.- Monitor project progress and handling problems.- Maintaining customer expectations and ensuring customer satisfaction.- Working closely with different teams internally from pre-sales team, business management team to delivery and operation teams. Show less

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  Dell Technologies

  Jan 2021 - now

  Senior Advisor, Project/Program Management

  • Manage project plans and deliverables from beginning to end and define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders• Work on cost benefits analysis• Build social media presence for the leadership team• Manage programs across the region and different departments• Handle cross functional projects in close collaboration with Sales Operations teams