Philip Fung

Experience

• 

  Federal Reserve Bank of Philadelphia

  Jan 2009 - now

  Led diverse, dedicated, and virtual team of engineers and squad members that delivered enterprise wireless services to over 16K+ mobile customers for the Federal Reserve System.- Transformed current support model from a plan / build / run structure to new product centric model, improving overall service quality, time to market, and focus on user needs. Identified all aspects of product centric model, including appropriate roles and responsibilities, lessons learned, and transition plan. - Ensured product backlog was up to date and impediments were removed for all projects and operational task through agile product ceremonies. - Created and hosted monthly forum for Product Owners and Chapter Leads to share best practices and lessons learned as part of transition to the new operating model. Show less Guided virtual team of engineers that delivered messaging, collaboration, and enterprise wireless services to over 19K+ messaging customers and 13K+ mobile customers for the Federal Reserve System.- Improved overall service quality and enhanced user experience by transforming support model to plan / build / run structure. Identified all aspects of model, including appropriate roles and responsibilities and transition plan.- Identified and raised concerns and considerations for the Systems cloud and Office 365 design and migration efforts, ensuring other squads learned from lessons and did not affect transition plans. - Spearheaded migration from BlackBerry 5 and 10 to AirWatch MDM with Apple iPhone solution to provide modern platform and improved satisfaction to customers. Defined and collaborated on short- term and long-term objectives for the services. Participated in customer feedback forums to receive local customer insights on the services. Show less Oversaw team of engineers to deliver enterprise wireless services to 13K+ mobile customers for the Federal Reserve System. Supported 4 major MDM environments while maintaining current SLA levels of 99.5% availability and staffing levels.- Led project team that implemented AirWatch MDM with Apple iPhone solution for the System, providing modern platform and improved customer satisfaction.- Participated in creation of the system-wide secure mobility and end point strategies that provided business areas a multi-year blueprint of all customer-facing IT initiatives that impacted customers and processes.- Continued efforts with National Service Desk and District Support Contacts to support and increase resolution of mobile customer issues, resulting in higher first point of contact resolution rates and customer satisfaction ratings for the service. Show less Directed wireless third-level support staff that delivered wireless services to over 10K mobile customers throughout entire Federal Reserve System.- Ensured wireless services met or exceeded availability SLAs of 99.5% with sufficient staff and coverage to support customer and system issues. Tracked monthly metrics and trended ticket analysis to ensure systemic issues were addressed.- Managed migration effort from Lotus Notes to Exchange mail for all BlackBerry customers to provide a modern platform and improved satisfaction to the customers.- Led project team that evaluated and implemented Good for Enterprise with Apple iPhone solution. Created contingency strategy and expedited implementation plan to migrate to Good for Enterprise with Apple iPhones during BlackBerry’s financial struggles. Show less

  • Principal Product Owner - End User Services Endpoint Services

    Jan 2020 - now

  • Software Engineer Manager - End User Services Operations

    Jan 2017 - Jan 2020

  • Software Engineer Manager - Groupware Leadership Center

    Jan 2013 - Jan 2017

  • Staff Director - National Remote Access Services Competency Center

    Jan 2009 - Jan 2013