Experience Fendi Coordinate all IT related activities for Fendi Japan Office IT management * IT related support for office staff ; * Provide device for new hires and conduct IT orientation such as IT policies etc. Store opening/relocation/closing * Purchase of IT Asset for store opening/relocation ; * Assign vendors to perform onsite asset installation/movement/removal ; * Coordinate with department store for fendi network implementation ; * Recent store opening - Ginza Six, one of the biggest Fendi store in the world Asset Management * Coordinate with vendors for asset purchase/lease and return ; * Incrementally upgrade any obsolete assets for all users and stores ; * Ensure that all assets are under warranty Server installation and migration * New file server implementation ; * Migrate from tape based backup server to blade servers Mobile and Device management * Purchase, setup and manage the mobile devices for all employees ; * Manage devices that is used in the store (iPads and iPhones) Trouble tickets and Service Request Management * Coordinate with the Helpdesk team for any trouble and service requests ; * Coordinate with local vendors to provide onsite support for stores ;

Kering is a luxury brand conglomerate that includes Gucci, Bottega Veneta, Saint Laurent Paris and many more. 40,000,000 yen project for the duration of 4 months. nationwide POS Installation and Roll out project involving more than 20 members and 240 stores all across Japan. Managing end to end solution for Kering Project roll out for All Japan - Resource Management Providing able engineers specializing in retail to conduct Micros POS installation in new hardware and to setup the system in all stores across Japan - Knowledge Transfer and Training Creating documentation, manuals and conduct training for engineers (with vendors as well as in house training) - Onsite Roll out Implementation Creating the roll out schedule, implementation plan, effective communication plan with store and engineers to ensure smooth implementation of the roll out. - Onsite Technical Support Providing after support for any technical issues that may arise regarding to the new roll out.

* Managing shifts schedule and leaves ; * Ensuring the team meets the customers KPI * Example of KPI miss and our counter measures * 1. Alert Notification did not meet the KPI of 30 minutes - upon analysis, workload between engineers was not segregated efficiently thus costing time wastage. Ensure that engineers task are clearly defined before the start of the shift ; * 1. Email error - numerous email errors occurs such as wrong recipient, wrong title and wrong content. To ensure that email is sent correctly every time, NTT owned Cipher Craft software is implemented. This is an automated email checker so that engineers will have to double check before sending out emails. Shift Leader is appointed as another checker for final confirmation. * Provide high management with KPI report and its analysis. Exception Analysis also known as EA is also done to investigate the root cause of each KPI miss. ; * Measure the team individual performance via productivity tracker and create Multi Skill Chart to map out their performance growth. Productivity is measured by the number of tickets that are created or handled by each engineers. Knowledge on each account are also measured via Pop Quiz and Monthly refresher tests. Based on the Multi Skill Chart, the progress rate of individual can be monitored and rewards such as Employee of the Month and promotion can be given. ; * Create a FHS database to record any errors or mistakes done during operation. Appointed as Operation Lead for Customer Service Centre * 1. Standardizing the process and procedure across all Service Centre ; * 1. Creating manuals, flowchart and document to record the standardized process ; * 1. Create a RACI chart for clear visibility on roles and responsibilities ; * 1. Draft out a basic training plan for new joiners and current staff Introductory Training Flow chart Training manuals and handbook * 1. Provide training to all staff in regards to Accounts Knowledge, ITIL and Basic IT skills ; * 1. Liaise with the Service Management team to ensure all feedback from customer are met and performed by the delivery team ; * 1. Liaise with the Service Excellence team to implement new ticketing system across the Service Centre ; * 1. Liaise with Pre-Sales team to promote the Service Centre to obtain new customers. For example, to provide information on our current practices and what we can offer. ; * 1. Liaise with the Infra Team to ensure that any issue regarding applications, hardware or software is rectified swiftly. ; * 1. Implement ITIL practice in operations * 1. Implement Lean Six Sigma for continuous improvement across the Service Centre ITIL Practices * Business Continuity Management by creating BCP and DR Site Documents ; * Availability Management by ensuring operation is running regardless of issue ; * Change Management by having CAB meeting for any changes requested by clients ; * Configuration Management where all assets and documents are maintained and kept safely. ; * Event management when handling alerts and alarm ; * Request Fulfillment when handling service requests Member of the Office Relocation Project * Whole office was relocated during the 1st week of September ; * Assist in creating checklist for application, software and hardware that are needed prior to relocation ; * Assist in procuring additional hardware and software to the new location ; * Assist in physical relocation of assets ; * Assist in ensuring all systems (alert monitoring system, computers, network, telephony) are functioning prior to going live ;

Service Desk Lead and SME (Subject Matter Expert) for Japan - Managing Transition Projects from Client Local Service desk to Global Service desk - Oversees the Transition Process from * 1. Pre Transition Phase * Liaise with the client to map out an effective method to ensure smooth transition ; * Assist Project Management team in assessing the feasibility of the current operation in terms of service desk agent language capability as well as technical expertise required by the client. * 1. Transition Phase * Create documentation for knowledge and escalation process. ; * Received On site training from the client and was made the trainer for all new Japanese agent new hires. ; * Address manpower issues; ensuring adequate staff is in place with proper skills such as ; * Japanese language proficiency (at least Level 1 in writing and speaking) ; * Basic Computer Knowledge ; * Develop a more effective way to pick up calls and emails via the Mitel System to record call and email information to ensure SLAs are met. ; * Ensuring the agent's productivity levels are high by implementing excel based productivity tracker ; * Develop Knowledge Base for easy reference ; * Training the Client on using the Fujitsu Triole Ticketing System ; * Develop checklist to ensure that Tests conducted by the client are done smoothly ; * Implement User Acceptance Tests to ensure that the call handling, priority case handling and overall system are working without any problems. ; * Preparation for Stabilization and Go Live * 1. Post Transition Phase * Ensuring that the Service Desk maintains the quality and meeting SLAs during the stabilization period. ; * Stabilization was done in phases according to region and few weeks later Go Live for the whole region is announced. ; * Compiling data and presenting to the client to address any issues that arise during these periods. ; * Provide Continuous Improvement Plan on a weekly basis via Service Desk Operation weekly meeting. Interviewing potential candidates for the Japanese speaking Service Desk Engineer position Appointed as ITIL trainer for Fujitsu Global Delivery Centre to provide ITIL awareness to all Service Desk Agent. Fujitsu is committed to have all the staff ITIL certified and before they are able to attend the actual course, a short ITIL awareness course is held to measure the capabilities of each individual. Due to the awareness course, the current service desk staff is 80% ITIL certified. Appointed as ITIL 101 course trainer for new hires during HR Induction. ITIL is introduced during the induction to ensure that new joiners especially fresh graduates can relate the work that they will be doing with ITIL process. Milestones and Achievements * User Acceptance Tests and Stabilization Test passed within a month ; * Implementation of Mitel system which promotes transparency and clarity in regards to email and telephony to the client's needs ; * High Priority cases was done swiftly due to the well documented Knowledge DB and training by the client's side ; * Achieved green SLA of over 90% for eight straight months (from Dec to July) in Call SLA, email SLA and First Time Fixes SLA ; * Achieved consecutive and consistent customer rating of 4.2/5.0 in user's satisfaction rate. Datacom Southeast Asia Sdn Bhd

Supporting retailer and technician HP customer in Japan, Australia and New Zealand as a 2nd Level Technical Support Analyst * Provide blind remote troubleshooting over the phone on multitude of HP retail printers such as guide customer on how to use and diagnose the printers when the printer is having problems. * Provide software and hardware support over the phone and email on system configuration and network connectivity issue on HP Photo Centre system. ・Translating service manual and helios ticketing system from English to Japanese, and train Japanese technician on using the knowledge tools and creating new entry or updating case in helios ticketing system.

specializing in supporting Japanese business customers. Starts off as a Service Desk Japanese Support Agent and promoted to Senior Service Desk Agent 2nd level PC Troubleshooting for the following applications - Windows OS (XP, Vista) - Cisco VPN Client and RSA Token Management
 - Desktop Application such as MS Office, Adobe Suite
 - Active Directory - Virtual Platform; VMware, Citrix, Parallel - SAP application such as SRM, Euphrates and Symphony - Email Client (Lotus Notes and MS Outlook) 
- Blackberry, iPhone and other Mobile Devices - In charge of the out of office hour (OOH) support for Japan when the business was made to 24/7 support system. Supporting OOH users from home and to be on standby anytime and anywhere.

Perodua Manufacturing Sdn Bhd (in affiliation with Daihatsu) In continuation from working at Daihatsu in Japan, worked as a translator/assistant to travelling Japanese managers and advisors here in Malaysia. Participate in meetings, training and talks

Assists in conducting trainings and meetings between the Japanese managers and its foreign counterparts.

Biotechnology, Biotechnology

Japanese School, Certificate of Japan Preparation School

High School, Science