Manager Professional Services

• Feb 2019 - Present

Hotel Support & Training Manager

• Mar 2017 - Nov 2018

Imperial Pacific phase 1 development project is expected to be completed soon with total surface area of 140,000 square meters, located in Garapan at the heart of Saipan. This world luxury holiday resort will be a rare combination of luxury integrated casinos, five-star luxury accommodation, and a wide range of exclusive dining and entertainment facilities, including more than 200 gaming tables and over 350 slot machines. The 14-storey hotel building will offer more than 340 opulent hotel suites including 15 deluxe villas to exceed the satisfaction of all guests who pay attention to every detail. Primary Role & Responsibility • Provide technical and system advices such as the pros and cons and consequently recommend hotel operations’ system e.g. Opera, Vingcard, Lenal, PABX, e-Housekeeping, Unicorn etc. • Coordinate with vendors for installation scheduling/ system upgrade/ new interface launching/ backup plan and all other system related coordination. • Prepare user manual. • Build user interface and involve in user testing. • Plan system training in line with HR Learning and Development calendar • Prepare training materials • Plan Train the Trainer program. • Conduct training lessons of the system e.g new systems, after upgrade systems • Create hotel hotline • Take lead of project related to the Hotel Administration • Perform other related duties as assigned. Show less

Project Manager - Remote Installation

• Jan 2016 - Mar 2017

FCS is a comprehensive hospitality solutions provider with presence in over 20 countries worldwide and had provided extensive solutions to more than 4,000 hotels with over 6,000 installations in 32 countries.Primary Role for Global Offices• Reports to Global Project Manager & Global Director Operation• Manage all installations around the FCS offices, which are done remotely. This countries includes Australia, United Kingdom, Hong Kong, Thailand, China and India• Accountable in preparing SOP for remote Installation for global offices• Handles customer concerns and requests in a professional manner• Increases the team’s productivity, quality and skill sets• Adheres to the specified Systems, Processes and Tools (SPTs)• Keeps departmental costs low• Responsible for resource planning/allocation, projects, customer surveys and backlog deliverables• Ensures every project’s sign-off documents are in order and submitted to individual offices.• Provides feedback from the team and customers to the development group to develop and implement solutions within their fields of responsibility• Ensures team members adhere to the Support Services Level Agreements as per contract/agreement with customers as well as internal Service Level Agreements• Ensures every case is logged and followed through to resolution• Monitors case escalations• Ensures customers are informed with regards to their open cases• Manages case tracking / monitoring / quality / performance / statistics / analysis and surveys Show less

Operations Manager EMEA

• Dec 2014 - Dec 2015

Primary Role & Responsibility• Reports to Country Manager• Manage all installations, support issues and technical issues• Accountable for recruitment, team management, talent management, performance evaluation, training and other employee-related initiatives• Handles customer concerns and requests in a professional manner• Increases the team’s productivity, quality and skill sets• Adheres to the specified Systems, Processes and Tools (SPTs)• Keeps departmental costs low• Responsible for resource planning/allocation, projects, customer surveys and backlog deliverables• Ensures every project’s sign-off documents are in order and submitted to HQ• Provides feedback from the team and customers to the development group to develop and implement solutions within their fields of responsibility• Responsible for level 1 (remote) and level 2 (on-site) support• Ensures team members adhere to the Support Services Level Agreements as per ontract/agreement with customers as well as internal Service Level Agreements• Ensures every case is logged and followed through to resolution• Monitors case escalations• Ensures customers are informed with regards to their open cases• Manages case tracking / monitoring / quality / performance / statistics / analysis and surveys Show less

Professional Service & Presales Engineer

• Sep 2008 - Nov 2014

Roles & Responsibility• New system Pre-Sales and deployment planning. All deployment includes System & Application training. Modules Covered are as follows: -o UBIS (Call Accounting)o Unicorn V1.0 & Hosted Solution (Call Accounting)o Win Express V2 SIP (Voicemail SIP and Call Accounting)o Winvoice, IVR, Minibar,o E-Connect (Guest Service)o Iservices (Content Broadcast)o E-Engineering• Routine Maintenance Support for existing and new customers• Remote and Onsite support to Customers and other system integrator.• Provide consultation and solution for 3rd Party Infrastructure Setup and Deployment – 3rd Party System integration with FCS range of Products.• Dominate and Administer project roll-out for internal and 3rd Party.• All projects time line and deployment exercise are well manage within the time frame and completed successfully as stipulated on project planning schedule.• Liaising with 3rd Party vendor to certify new interface for business development in the United Kingdom.• Working with Product Development Team to ensure an approved solution is deployed for a complicated Hotel solution.• Provide system solution training to Business Partner and Valued Business Partner.• Provide demo presentation to customer during sales visit and also have been actively involved in HTNG and IHTF presentation. Show less

Communication Engineer

• Mar 2006 - Aug 2008

Engineer

• Mar 2003 - Feb 2006