Ying X.

Experience

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  IBM Blue Express

  Feb 2004 - Feb 2006

  IBM Technical Support Engineer

  Hold the position of Technical Support Engineer, responsibilities are helping customers to resolve PC HW/SW problem via phone. One year after I worked here, I am promoted as VIP department manager's assistant, handle VIP customer complaints and coordinate with team members to improve job quality and efficiency.

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  赢创工业集团

  Mar 2006 - Mar 2015

  IT Service Governance Specialist

  1.Service Performance Data Analysis: Collected Service data from Remedy,SAP and customer survey, and then analysis system and service performance deviation, especially on SLAs, Service request backlog rate and completion status,log accuracy etc,in order to work out improvement opportunities.2.Process Optimization: Conduct periodic routine audit & surprise check on Service and Change execution to ensure compliance to procedure and security requirement. At the mean time optimize process regarding to Kaizen. 3.Supplier Management :Participate in the negotiation with external IT service providers, vendor selection and vendor management with procurement department base on ITIL. Conduct periodic check on suppliers' own contracts to ensure no gap.4.HelpDesk Management: Working as manager of helpdesk team, negotiate the outsourcing contract and define measurable and reasonable KPIs base on SLAs, using the defined KPIs to measure the performance of helpdesk, design improvement planning if any gaps found. Customer satisfaction rate increased from 90% to 96% and first contact fixed rate increased by 10% within one year since I’v taken over this role. After that, we implemented our central Service Desk to joint ventures in APAC.5.IT service Termsheet and Timesheet Management: IT service Price list has been calculated by me on yearly basis and communicate with customers JVs have been included to sign mutual agreement on it. Beside keep EBIT of IT Dep. is above zero at least equal 0, ensure cost saving at least 2% is also my yearly target. 6.Budget and Cost control: Make budget for IT operation and projects for IT part regarding company strategy and business units requirements, generate forecast and deviation reports on regular basis to customers and managers to see what the situation we are and where we should take action to improve, I also create some specific reports base on requirements from communication meetings with customers. Show less

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  泰然集团

  Apr 2015 - Feb 2017

  IT Service Delivery Manager

  1.IT Service Catalogue Creation:Design IT service categories, SLAs, OLAs, role and responsibility and escalation matrix. Roll out ITSM after preparation, keep tracking if the service performance fulfill the defined KPIs in period.IT satisfaction rate which is one of the KPIs has been increased by 20%. Resolution rate of incidents within defined SLAs has been increased from 65% to 85% compared with the first report and the latest one.2.Group Projects Implementation and Control:Implement office automatic system to whole group, coordinator with each internal stakeholders and external vendor to implement OA system to fulfill the requirements from stakeholders. A few of employees change the thinking of OA system from resistance to recognition according to our hard working. Work as an IT project controller to define the IT budget and control the IT costs on monthly basis for each company under Terran Group.3.IT Policy Creation:Design the policy and guidance and action plan for IT department and make an improvement if any. Define SOPs as services' owner is also my job.4.IT Supporting Management: Daily operational supporting for whole group on infrastructure and application. Daily arrangement of whole team and define measurement for them.5.IT Trainer:Provide IT system training to end users.,and get positive feedback. Show less

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  Genius AFC（Genius Auto Finance Co,Ltd. is established by Geely and BNP)

  Mar 2017 - Apr 2020

  IT Operation Supervisor

  1.IT User Supporting:IT operation team has been built by me takes over the 1st level support both on application systems and desktop supporting services,we have 0 complaint from internal and external users.Especially in 2019,we worked closely with the BA team and infra team on new retail loan core system project which is the highest cost project in our company ,we offered excellent service during the testing and system roll out phases,our team got compliment from the management team and end users.2.Process&Quality Assurance: In order to implement lean management in IT,I initial a project to implement ITIL framework in company.Nowadays,our internal staffs and vendors system have used the new ITSM system to report and handle Incident,Service Request and Change Requirements,at the same time I am managing incident ˎchange&release and problem management process in it. I get the IT operational data from ITSM to compared with our SLAs to looking for any improvement opportunities and beside it,I keep sorting out items to improve the user experience base on the survey report per ticket and service requests and other feedback channel .So far,our team’s incident resolution rate has increased from 64% a year ago to 81% and service demand delivery rate from 70% to 88%,all of key systems availability reach our target 99% constantly.2.User Relationship mgt:Daily go deep into the internal and external users for business perception, based on perceived discovery to optimize demand, drive IT teams and other departments to work together to continuously improve processes and application systems, while offering user IT training.4.Compliance mgt.5. Procurment and Supplier mgt:Define yearly IT service budget and do forecast on quarterly basis.I have defined the vendor selection and deliverable assessment rules base on different level of risk. 6.Asset mgt. Show less

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  SYSINTE Technology Co., Ltd

  Apr 2020 - Oct 2020

  IT Service Manager

  1. As a service manager, set up an overall IT operation and maintenance service system for the company, and implement the system into the our own ITSM system. I am working with coding development team, helping the development team understand the IT service management processes by writing and publicizing the product requirements confirmation and prototype. The ITSM system covers ITIL management processes such as Incident,Problem,Request,Change and Release,Service Catalogue and SLA management. ITSM is used as a management tool to interface with other ITOM tools,such as Zabbix, HUAWEI RMS/IMOC and other tools to achieve "supervision", "management" and "control". At present, the system has been launched on the first edition and is being tried in the health commission of Shanghai * district. 2. As a service delivery manager, responsible for delivering Information Security Maintenance to Shanghai * * District Health Commission. I have a on-site team with 5 engineers in customer’s office. We are monitoring and handling the warnings from CIS within SLAs’ requirements, provide proactive and enhancement suggestion to customer. Beside of solving information security incidents, our team also provide Inspection and Vulnerability scanning and Reinforcement services regularly. I write service reports and organize monthly service meeting with customers. It includes SLAs fulfillment rates and core system availability rates and major incidents review and improvement suggestions. Besides, I have successfully organized security maintenance activities to ensure the network protection action of the Health and Health Commission in 2020 and successfully held the information security training of the health and health network in * District in 2020.3. As a pre-sales manager of it services, I provide pre-sale solutions for customers. At present, I have participated in the preparation of pre-sale IT service solutions for * *Flood control information center and * Securities Company and etc. Show less

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  Cloud Wise Technology Co., Ltd

  Oct 2020 - Jan 2021

  Senior IT Service Consultant

  I offer relevant consulting services to customers base on the ITIL 4.1. Help customers to recognize the current situation and advise them where to go, provide solution with our own software products to let customer know how to get there, helping customers to plan the strategy as well.2. Provide improvement suggestions for products' (e.g. ITSM) R & D team from perspective of customers.3. Go the project scene to collect business requirements from customers, offer professional recommendations to customers after analysis. Set up IT service policy and processes for customers and offer promotion proposal to engage more users accept the optimized IT Service architecture and execute it regarding it. Show less

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  Nokia Shanghai Bell

  Apr 2021 - now

  IT Internal Controllor

  1.IT Service Management architecture and implementation:-Worked with EA team to get the NSB DO ISO20000 certification-Ensure NSB IT processes consistent align with Nokia Global IT process framework.-Accountable for IT Service Continuity Management Process, IT Change Process, IT Service Catalog and Service Level Management Process, Risk Management Process, Capacity Management Process and Improvement Management Process work effectively and correctly.-Keep regularly documentations updates for ISO20000 and ISO 27001 and SOX base on feedback and proactive tracking.-Offer improvement suggestions for IT service processes and drive continuous improvement together with related teams. e.g., Optimized ITSP and CloudDC tools via change requests applied by me.-Coach DO function team members how to implement processes defined in ISO 20000 and how to align with policies defined in ISO 27001. 2.Responsible for NSB DO Internal control-Led DO teams to pass Nokia global ISO27001 audit successfully.-Conduct related function teams to complete IT Service improvement tasks on time.-Conducted NSB ISO/IEC 27001 internal audits, management reviews and external audits successfully.-Completed NSB SOX ITGC testing(SOX Process Docs review and SOD exercise) successfully .-Worked for NI to pass AEO internal audit from DO.-Work as SPOC between DO and Group Security, it helps the jobs work more efficiently and standard between two departments.-Support other internal controls from global and local management.3.Support the standardization of NSB IT daily operation processes-Support NSB DO function teams to standardize the daily operation depends on SMS, e.g., register new service process, service level agreement signature process and service catalogue updating process and so on.-Work closely with group security to help DO teams to enhance security maturity, e.g., optimized security assessment in IT change process and drove DO teams to move forward vulnerability repair and so on. Show less