Experience

Speedcast

• United States
• Telecommunications
• 700 & Above Employee

• Regional Service Manager for Asia Pac

  • Jun 2018 - Present

  • Currently managing a high-profile customer - Schlumberger which brings in a revenue of 2.4 million USD per annum. • Managing the entire lifecycle such as RFI/RFQ, Service Implementation, Service Transition, Service Delivery, Service Improvement, SLA and Billing. • Excellent knowledge in Contract Management (Contractual Penalties & Obligations). • Well experienced in managing KPI (quality performance) to meet contractual obligations stipulated in the Master Telecom Services Agreement. • Excellent knowledge in IT Service Management & Project Management such as ITIL and Project Management. • Review P&L information where available from the Finance Team and recommend ways to reduce operating costs for sites and services. Countries covered are Australia, New-Zealand, Malaysia, Indonesia and China. • Successfully completed 50 high valued projects regionally over the past 3.5 years. • Successfully worked with the network engineering team to setup and migrate an iDirect network for Australia-New-Zealand. The hub currently has 31 remote VSAT terminals. • Successfully worked with the regional Field Engineering teams in setting up and deploying the Sailor 900 stabilised VSAT antenna on several vessels/rigs in Indonesia, Malaysia and China. • Improved and automated the way reports were recorded and presented by the Field Engineers by using Microsoft OneDrive. • Changed the way of working and communicating with internal teams by automation and tasks using Microsoft Teams. • Worked on migrating remote terminals into ServiceNow to automate ticket creation for faults. This allowed us to accurately track our SLA’s. • Reduced our SLA breaches by 50% in the last 2.5 years as we were able to effectively track incidents and push for resolution within a timely manner. This also reduced the SLA credits to be returned to the client by 45% and increase value of service. • Improved the reporting for the customer by automating the reports and statistics using Microsoft Power BI. Show less



SLB

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Wellsite Coordinator

  • Aug 2014 - May 2018

  Acting as a focal point between the network monitoring team and the service owners to strategize, design, provide training, transition and provide continual service improvement for all the services rendered. Achievements: Worked with the Tools Engineering to automate the Router configurations and Asset Registrations by using the RT Bot. Reduced an average of 10 hours on this task per month.  Came up with the idea of reutilizing routers that were no longer used in a region or area. Automated these reports on Tableau. Reduced the time to search this data by 40 hours per month globally. This provides the IT folks and the segments with IT asset information and utilizing at their fingertips.  Successfully implemented a process to test the availability of the BGAN backup. This improved the average hours to resolve these incidents by 8.6 hours.  Successfully created a new process of getting the segments/field personnel to fill out an online form in Microsoft SharePoint O365 that would collect all the required information we need to configure a router. Improved the average time to resolve by 24 hours.  Successfully created another portal to allow users to submit a new Access Point configuration request. Improved the average time to resolve by 12 hours.  Moved a service that our Level 2 Network Engineers were handling for VSAT performance issues over to the Level 1 Network team. Reduced the average time to resolve these incidents by 2 hours.  Introduced and transitioned a couple of new services such as Wellsite Virus and Banned Application handling, iOS Upgrades for Routers and the Access Points, VPN Configuration(3G&4G). Created a training roadmap for the Wellsite Connectivity service. Currently working on creating the training videos. This will be made as a standard training module for the Network Analysts who will learn how to handle the service in the future. Show less

• Service Quality Coordinator

  • Aug 2010 - Aug 2014

  Responsible for delivering optimal service quality of Infrastructure monitoring and management to expected cost and quality.Achievements:  Worked on a project with the Global Logistics team based in Dubai and implemented LEAN methods so that shipments were planned ahead of time. The idea was to reduce shipments that were done via air freight and use sea freight instead. The pilot phase in Asia and the Middle East was a success. In a month, we managed to save approximately between 10,000-20,000 USD. This is equivalent to 120,000-240,000 per annum. Reduced the headcount needed by transitioning the server migration service that was initially handled by our Server team based in Houston over to KL with well documented procedures.  Introduced a mechanism of detecting recurring incidents by analysing the stats. Performed RCA(Root Cause Analysis) to reduce NPT(Non-Productive time) of 40 hours per month.  Improved the overall KPI from 90%-92% with the implementation of the new service quality management process.  Successfully acquired 3 new services which improved our revenue by USD5000 per month as an internal support team. Developed and managed the IT business continuity plan and disaster recovery management. Show less

• Network Analyst (Team Leader)

  • Jan 2007 - Jul 2010

  Managed a group of 10 analysts involved in fault management and diagnosis.Achievements:  Awarded as the team with the best KPI’s (>92%) for more than 2 years.  Managed to ensure at least 8 of my analysts got their grade promotions on time and moved on to different roles. Recognized as one the best team leads that introduced many innovative ideas and brought out the best in 5 of the analysts.  Wrote training materials on Cisco WAN, LAN troubleshooting and best practices. Improved the performance and knowledge of the analysts by instilling the idea of having knowledge sharing sessions. Created a portal using Microsoft SharePoint. RSS Feed was enabled to automatically notify analysts on the submission of a new article. Show less

• Network Analyst

  • Aug 2005 - Jun 2007

  Responsible for monitoring of all routers, switches, servers, wireless access points, wireless access LAN controllers, firewalls and Real time net modems within the SLB infrastructure.Achievements:  Picked up the necessary troubleshooting within 6 months to handle more complex user issues. Improved individual KPI performance from 80% - 90%. Converted the conventional 40 page procedures to a single workflow by linking specific parts of the process to the original document.  Introduced new troubleshooting steps to reduce 5 minutes of troubleshooting time for common WAN outages. Show less