Daniel Wong

Experience

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  Arthur Andersen & Co.

  Apr 2000 - Jan 2002

  IT Analyst

  • Trouble shooting and maintaining voice & data network infrastructure, equipment, systems, operations.• Provide technical support daily IT technical support.

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  Southern Bank Berhad

  Feb 2003 - Feb 2004

  Senior System Security Analyst

  • Windows server 2000 Active Directory administration and maintenance• Group policy design and planning• Network security risk management• Nokia and Cisco firewall administration• Proxy server administration• Anti-virus server and client administration• Servers’ security assurance.

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  British American Tobacco

  Feb 2004 - Feb 2005

  Global Support Analyst Team Leader

  • Supervise and manage team to deliver quality support services.• Planning and design systems according to needs and perform knowledge transfer and testing on beta system releases.• Windows server administration and troubleshooting for Middle East and Africa region.• Build server, configuration and implement server; Active Directory configuration, implementation and design; DNS configuration and implementation; DHCP configuration and implementation; Global GPO implementation, configuration and design; Microsoft SUS administration; McAfee Antivirus Administration.• Lotus Notes Domino server and Lotus Notes Client administration and troubleshooting for Middle East and Africa region.• Script Logic administration, implementation and troubleshooting; Script debugging and deployments.• Server migration, upgrade, planning and design. Tunjukkan kurang

• 

  Hewlett-Packard

  Jan 2005 - Jan 2011

  Account Service Delivery Manager

  • Single point of contact for the Account Stakeholders (e.g., Project/Account Director) for the account• Ensures cross tower / cross- service line cooperation and coordinates activities between delivery support teams.• Integrate Operation teams and streamline the processes with technical delivery towers.• Ensures that services are delivered according to service description (SLO – service level objectives), using VADS Standards and ITSM/ITIL methodology.• Escalation management focal point for communication, coordination and managing escalations with all parties.• Develop, drive and lead “Go to Green” plan, service and efficiency improvement plans.• Support change management activities, accountable for large change projects.• Resource Management and capacity planning for special projects and/or large-scale Change Management activities• Lead customer engagement to align and manage scope of work, time, budget and quality. Tunjukkan kurang

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  Electronic Data Systems

  Feb 2005 - Jan 2005

  Infrastructure Analyst Team Leader

  • Supervised, scheduled and planned activities of DTS engineers delivering system support to global customer.• Leading a team of five.• Assigned staff and scheduled work to facilitate production.• Conferred with engineers on strategies to resolve deep technical problems.• Recommended and assisted in implementing changes in department procedures (Problem Management) and quality control standards to improve department operating efficiency.• Coordinated with other delivery towers to ensure workflow continuity.• Server migration, upgrade, planning and design. Tunjukkan kurang

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  British American Tobacco

  Jan 2011 - Jan 2011

  IT Process Manager (Incident, Problem & Crisis Manager)

  • Ensure delivery of defined SLA(s).• Lead and manage the out-sourced support suppliers.• Transition IT support function from service delivery to service management through continued out-sourcing of the provision of application support.• Involve in Supplier consolidation projects.• Accountability (Role Outputs, Management Control and Governance Responsibilities)• Manage Service Transition Management, Knowledge Management, Tools & Workflow.• Ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.• Tracks and reports progress and performance against team objectives, service level agreements & budgets.• Incident & Crisis, Problem and Change management Global Process Owner• Lead and deploy Global Processes to BAT Global• Conduct process training Tunjukkan kurang

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  Huawei Technologies

  Jan 2011 - Jan 2013

  Managed Service Solution Manager

  • Develop competitive strategy, including strategic business model, feasible action plan and execution to achieve sales target• Perform market and competitor analysis, and develop competitive solution and strategy roadmap to effectively market Huawei Software products• Deliver technical presentations on Huawei Software products and participate in pre-sales activities such as telecom exhibitions, workshops, and product demonstrations• Maintain and enhance the relationship with key clients• Develop competitive strategy including strategic business model, feasible action plan and execution to achieve sales target Tunjukkan kurang

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  VADS Berhad

  Jan 2013 - Jan 2019

  Assistant General Manager, BPO Infrastructure Planning & Development

  Responsible for BPO Business Unit’s technical requirement planning and operations. Provide leadership and direction for delivery of outsourced infrastructure in a multi-vendor model, setting the strategic direction and delivering of the day-to-day operations of technology and infrastructure services; including BPO’s ICT infrastructure in all Data Centers, Telecommunications (voice and data networks) and Application Services; to the agreed service levels.• Managing service delivery across all infrastructure service towers• Service level agreement monitoring and measurement• Issue resolution, service request management and continuous improvement,• Developing infrastructure plan and capacity planning to meet business growth.• Infrastructure Management and Governance (Data Centres, Network & Telecommunications, End User Services)• Application Development and Application Maintenance Service Management and Governance• People Management- Effectively lead the technical teams. Tunjukkan kurang

• 

  ABX Express

  Jan 2019 - Jan 2022

  Head Of Department, ICT

  • Main responsibility was directing and organizing all IT related projects and initiatives• Planned implementation of new backend systems, such as telephony and mobile phone management systems and provided guidance to IT staffs• Provided direction and leadership in the formulation of new and revised legacy IT systems• Approved procurement (both hardware and software), and established partnerships with IT providers• Analysed the risks, costs, and value of technology investments to advise upper management• Supervised and approved the human capital for IT recruitment among all holding companies• Lead and manage a department of 28 IT professionals located in 2 different cities• Guided local IT teams in matters of IT organization, operation, enterprise security, and establishing enterprise-wide standards and SLAs• Drove cultural change, new process adoption, and abolition of silos between IT groups. Tunjukkan kurang

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  Grab

  Feb 2022 - now

  IT Support Manager (Manager II)

  An experienced IT Manager with a proven track record in building strong relationships with internal clients and vendors to assess and address technology, support, and security needs. Known for delivering innovative, cost-effective solutions, managing projects efficiently, and setting operational goals while tracking key performance metrics. Expertise includes coordinating troubleshooting efforts, managing vendor relationships, and ensuring adherence to service standards in industries such as finance, healthcare, and academia.This professional excels in collaborating with matrix teams, senior leadership, and external vendors to drive process improvements, deliver projects on time and within budget, and ensure high-quality performance across all operational areas. They are adept at developing KPIs with matrix teams, managing vendor adherence to those KPIs, and organizing Quarterly Business Reviews (QBRs) to maintain vendor alignment with agreed standards.Key competencies include:• Developing and maintaining relationships with internal clients to assess and meet their technology, support, and security needs.• Offering cost-effective, innovative solutions to improve business processes and performance.• Managing projects by creating timelines, adhering to budgets, and leading staff through project completion.• Tracking operational goals, analyzing metrics, and ensuring staff and vendors meet service standards.• Coordinating troubleshooting, network support, and service maintenance.• Ensuring compliance with organizational standards, facilitating audits, and managing team attendance and training.• Driving performance improvements by identifying trends, issues, and opportunities, and implementing new strategies to enhance customer experience.• Acting as a technical liaison for the Network Operations teams during the implementation and support of fully delegated entities. Tunjukkan kurang