Pik Yin YEE (PMP, Prince2 Practitioner)

Experience

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  Hewlett Packard (M) Sdn Bhd

  May 2003 - Apr 2005

  Helpdesk

  Roles and responsibilities in Agilent account• Providing first level support to end users for Asia Pacific region via phone calls.• Guiding end users for technical troubleshooting on applications, computers, network and printers, as well general enquiries such as requesting for new desk phone, new share point and data recovery.• Creating ticket for each call and monitoring its progress until the issue/ request is resolved/ closed via HP Overview system.• I am the pioneer, therefore, responsible to arrange and provide trainings to new helpdesk agents of processes and troubleshooting methods.• Activating the IVR system for outage and communicating to relevant parties of its status until outage is closed. Show less

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  Fujitsu Malaysia

  Apr 2005 - May 2006

  Customer Service Analyst

  Roles and responsibilities• Managing walk-in customers who send their PCs or laptops for repair/ service and purchase computeraccessories.• Managing service desk calls for customers who call for enquiries or repair/ service, and arrange the engineer onsite.• Efficient monitoring of service calls/ logs to ensure they are all completed as scheduled.• Following up service with customers on the service quality.• Managing the Invoice and petty cash.

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  Electronic Data Systems

  Jun 2006 - Oct 2009

  Project Manager

  • Managing multiple offshore, ANZ projects from end-to-end including financial institute, retail and internal Client EDS Accounts. Project type varies from server build/ decommission, software deployment to printer refresh.• Working with client’s team to define the project requirements, scope and impact of deployment.• Refining the project scope as project progresses and breakdown the project activities into phases for deployment. • Working closely with business users to plan and run deployment tests in development/ testing environment before deployment applications/ applications’ patches in production environment.• Leading and monitoring the execution of projects’ activities.• Reporting of projects’ status with internal and external stakeholders on weekly basis.• Meeting with Change Approval Board (CAB) to present the Change Request (CR). Work and follow-up on CR approval prior to deployment to ensure no unauthorized change (zero tolerance).• Raising Release-To-Production-Acceptance (RTPA) request to operation team for handover and follow-up the progress until request is approved & closed.• Arranging knowledge transfer from project team to operation team. Ensure operation team has all the required documents and data for future operation support. • Reviewing the records of asset created/ updated done by Configuration Management Team in the system.• Compiling, then reviewing lesson learnt with project teams to improve delivery quality in upcoming projects. Show less

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  Solsis (M) Sdn. Bhd.

  Nov 2009 - Oct 2010

  Project Manager

  Roles and Responsibilities in numerous accounts.They include CIMB, P&G, KPJ, Murphy Oil, TNB, Universiti Sabah, Kolej Komuniti Lahad Datu:• Types of projects vary from server commissioning/ decommissioning, build of server room, router refresh, to outsourcing of engineer and helpdesk’s resource planning.• Visiting client sites/ offices within Malaysia to build relationship, for project presentation, requirement gatherings, review projects’ progress and project closure.• Leading and guiding the project team to perform and complete the assigned project activities on agreed scope, budget and timeline. Reviewing acceptance criteria with client upon completion of major milestones, and obtaining sign-offs.• Working hand in hand with client’s management team to improve the quality in helpdesk support.• Reviewing project risks/ issues on weekly basis to ensure they are within control and escalate to Program Manager (if required) according to escalation process.• Understanding the impact/ difficulties faced by client in terms of delay/ quality, and work with Sales Team and Program Manager for solutions or alternatives. Show less

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  HP Enterprise Services

  Jan 2011 - Mar 2015

  Project Manager/ Project Management Office

  Roles and Responsibilities in Royal Dutch Shell account:• Joined Project Management Office (PMO) in Jan 2014.• Governing internal projects to ensure proper project sign-off is obtained and documented in each Stage Gate.• Maintaining projects’ Share Point creation.• Auditing projects’ documentation such as projects’ risks and issues are being tracked and updated.• Reviewing projects’ Cost Reporting to ensure budget doesn’t overrun and performing project health check in periodically basis. Roles and Responsibilities in Cathay Pacific Airline and Carrefour (Go-To-Green) accounts:• Managing off-shore projects from end-to-end.• Initiating project with requirements gathering, chairing kick-off meeting, and follow-by resource engagement. Upon agreement with client, locking down the high-level project scope, budget & timeline.• Reference to documented lesson learnt from past projects to minimize project risks/ issues and improving the delivery quality. • Chairing weekly governance meeting with the Account to highlight critical project issues especially issues that require their attention.• Compiling the project updates from Tower leads and send the status report to stakeholders prior to weekly project meeting.• Performing project closure as per Checklist, ensuring official sign-off and Closure Report are documented and uploaded to projects’ Share Points.• I was the Quality Champion in 2011 overseeing and supervising the project quality audit between HP PPM (Program and Project Management) Team and external Auditor. Show less

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  DHL

  Apr 2015 - Oct 2016

  Project Manager

  Roles and Responsibilities in IT Services:• Managing a large, global DR project for Global Courier application (GCA) used in for DHL’s scanners. DHL is setting up DR servers for this critical application at 3 regions.• Managing the testing and deployment of GCA’s patches to servers globally on monthly basis.• Ensuring projects’ goals and objectives are met within agreed upon time, scope, budget and quality.• Tracking projects’ action items, risks and issues, and lesson learnt.• Timely communications with stakeholders especially during change implementation.• Leading project teams in project execution and coaching project assistants.• Arranging and overseeing the knowledge transfer among projects’ team members. Show less

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  DXC Technology

  Oct 2016 - now

  Project Manager/ Service Management Lead

  Service Management Lead (19 May 2022 to current)Insurance Australia Group• Leading a team of Service Mgt from Incident, Service Request, Config Mgt Manager to Knowledge Manager• Working on operational readiness for transitionVentia - Change + Release ManagerRun weekly TAB and CAB sessions• Conduct sessions to review requests of releases between Ventia and DXC stakeholders• Provide training and guidance to Change owners/ requestors in raising Changes, in ServiceNow• Create, update and maintain process documents and templates for Change and Release Management• Work on Customer Service Improvement Program (CSIP) for Change and Release ManagementProject Manager and PMO (Oct 2016 to 29 Apr 2022)Royal Dutch Shell (Global), BlueScope Steel, Brunei Shell Petroleum Show less