Clara Phan (MBA, ITIL)

Account Delivery Manager at FPT Software Thailand
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
Bangkok City, Thailand, TH
Languages
  • English Professional working proficiency
  • German Elementary proficiency

Topline Score

Topline score feature will be out soon.

Bio

Generated by
Topline AI

You need to have a working account to view this content.
Join now
You need to have a working account to view this content.
Join now

Credentials

  • CBAP Professional Training - 35PDU
    Simplilearn
    Sep, 2021
    - Nov, 2024
  • Finance Analysis Training
    Udemy
    Mar, 2020
    - Nov, 2024
  • Product Manager Training
    Udemy
    Jan, 2020
    - Nov, 2024
  • IELTS 7.5
    IDP Education Ltd
    Aug, 2019
    - Nov, 2024
  • Sharepoint Training
    Simplilearn
    Jan, 2019
    - Nov, 2024
  • IT Information Library Foundations Certification (ITIL)
    AXELOS Global Best Practice
    May, 2015
    - Nov, 2024
  • Experienced Integration Engineer
    Ericsson
    Nov, 2012
    - Nov, 2024
  • Cisco Certified Network Associate
    Cisco Networking Academy
    Jul, 2011
    - Nov, 2024

Experience

  • FPT Software Thailand
    • Thailand
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Account Delivery Manager
      • Jun 2021 - Present

      • Define and document the project scope and resources requirement. • Plan the timeline for deliverables by phases and determine the detail scope for each phase. • Manage priories against the available capacity of team members. • Maintain positive customer relationship, identify customer’s needs and oversee service delivery within business context. • Define the working process and ensure the team’s processes and tasks are carried out effectively. • Determine the way to save cost while increasing the customer’s satisfaction as well as manage finance and budget. • Improve, refine the services delivered through customer’s feedback. • Ensure the regular delivery of projects and products with high quality Show less

  • FPT Software
    • Vietnam
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Business Analyst
      • Aug 2015 - Jun 2021

      • Conduct elicitation through meeting, brainstorming, and confirm elicitation results.• Create mockups, wireframes and write software requirement specification (SRS). Manage scope, evaluate the solution limitations and recommend actions to mitigate risks.• Analyze business requirements and processes through document analysis, interviews, workshops, and workflow analysis. Collaborate between different stakeholders.• Perform data mining based on provided input documents from different resources to get the business rules and system working mechanism.• Translate stakeholder requirements to different tangible deliverables such as functional specifications, user cases, user stories, workflow, process diagrams, and user guide documents.• Bridge between onsite offshore teams, support SIT and UAT, assess requirement changes and manage backlog. • Provide training, support to business users on usage of the software systems. Show less

    • Process Analyst
      • Nov 2014 - Aug 2015

      • Create and update the Application Management Services (AMS) Process based on ITIL and ISO20000 (processes, metrics, KPI, Governance, RACI).• Implement the process for customer with deviation and tailoring by understanding the customer requirement, with the existing infrastructure and resources.• Design, customize the IT Service Management Tools (Ticket System), identify the gap and plan for training to fulfill. • Participate in proposal preparation by analyzing the RFP, process and working model aspect as well as business continuity.• Contribute to the company sale materials by creating the Sale Brochures and Business Cases.• Conduct training activity of the process to other department in the Organization including Operation, Delivery and Sales. Show less

  • Ericsson
    • Sweden
    • Telecommunications
    • 700 & Above Employee
    • Operation Assurance
      • Aug 2012 - Dec 2013

      • Operation and delivery management from end to end based on the contractual WLA, SLA, establish OLA whenever necessary• Perform hierarchical escalation in case of critical and act as the main interface • Secure problem management activities and preventive maintenance plans cover the customer requirement• Continuously drive for the efficiency, improvements, and excellence in service delivery.

    • Presale support
      • Jun 2011 - Jul 2012

      • Give presale support to Sale Team, Key Account Management Team and Project Management Office by providing project time plan, budget and resource including new, expansion, modernization projects.• Give support for risk assessment by identifying risk, how to minimize risks in the project, • Support to give the solution description, BoQ, dimensioning, service costing for different work and tenders scenarios.• Maintain regular contact with customers in order to get feedback aiming to best customers’ satisfaction. Show less

    • Network Solution Architect
      • Jul 2010 - May 2011

      • Responsible for planning, design and engineering activities to be performed according to the service contracts • Follow on all customer projects with entire phases.• Responsible for all product specification when submitting to customer according to customer design requirements, propose different design solutions to customers.• Responsible for overall network report with proper customer validation periodically, show what is behind the figure and give advices to customer on the network development.• Identifying add-on sales opportunity and support KAM in preparing the Commercial Change Request by providing technical solution, implementation steps, costing and time lines. Show less

    • Integration Engineer - Indosat Project in Indonesia
      • Jun 2010 - Aug 2010

      • Always ensure 100% project Service Level Agreement with best customer satisfaction by smoothly operate, expand and modernize Indosat Network. • Cooperate to other team member in order to keep the project deadline.• Directly interface with and report to customer in regular meeting, upon feedback from customer and discussion with team member, prepare and optimize network operation• Minimize system outage by giving immediate solution, define final solution avoid conflict among the team to close the project on time. Show less

    • Integration Engineer - MSS
      • Apr 2009 - May 2010

      • Start up, integrate, demonstrate, troubleshoot and perform acceptance test with customer.• Support Global Service Delivery with project Customer Support Request with colleagues from Australia, Italia, Spain, and Sweden.• Interact with customer technical staff regarding project planning, progress, issues and solutions.• Interact with customer management and technical team to do and get the signature Acceptance Test Procedure on time to close the project.

Education

  • Leipzig University
    Master of Business Administration (MBA), Small and Medium Enterprise Management
    2010 - 2012
  • Hanoi University of Science and Technology
    Bachelor's degree, Telecommunications Engineering
    2003 - 2008
  • Ericsson Education Malaysia
    Technical Skills
  • Ericsson Vietnam
    Technical skills
  • Ericsson Vietnam
    Softskills

Community

You need to have a working account to view this content. Click here to join now