• Kuala Lumpur Wilayah Persekutuan

SOW PIK HUNG

Work History

Work History

Change Controller

May 2014 - Present
Scope International (M) Sdn Bhd
  • Functions as the day-to-day operations subject matter expert in Change Management.
  • Evaluates high risk changes and ensures implementation schedules do not interfere with operations within the Bank.
  • Identifies and/or challenges schedules that could create conflicts with Bank's operations.
  • Keeps abreast of major upgrades and hardware changes that could impact Change Management.
  • Ensures that the team closes change requests within the agreed-upon time frames.
  • Reviews change requests for completeness, from documentation to post-implementation review.
  • Audits to ensure that change implementers are updating change records accurately and in a timely way.
  • Identifies process gap and introduces new process to close the gap.
  • Reviews and evaluates the Change Process, make recommendations for continuous process improvement.
  • Involves in Critical & major change planning, such as Data Center Disaster Recovery, as well as other regulatory IT requirement locally for all countries for the Bank.
  • Support training efforts within the team.

Change Analyst

Dec 2011 - May 2014
Scope International (M) Sdn Bhd
  • Managed change requests through the life-cycle adhering to the Bank's Change Process.
  • Ensured that all change requests have a clear requirement with sufficient testing done and proper roll back instructions.
  • Worked closely with Change Manager to ensure that the change request's requirement and associated impacts are clear and understood.
  • Validated impacts, identified missing information and challenged responses where necessary.
  • Identified the impact of activities on clients and operations of the Bank globally.
  • Liaised with requesters throughout the change request life-cycle to ensure any points of concern or uncertainty are addressed and clarified.
  • Ensured all change requests followed the required approval processes.
  • Ensured open communication with Change Manager on status and key issues.
  • Managed Mass Release command center and involved in Hong Kong Data Center Disaster Recovery procedure.

Technical Solutions Consultant

May 2009 - Nov 2011
Hewlett Packard (M) Sdn Bhd

Prepared employees to accomplish job results by planning, conducting, and evaluating computer training.

Primary Responsibilities:

  • Coordinated and scheduled all GSD training programme at GSD site.
  • Delivered and enhanced existing training programme in line with HP and the clients best practices.
  • Liaised with internal/external subject matter experts as required.
  • Maintained quality service by establishing and enforcing organisation standards.
  • Provided induction training to new hire consultants within the required time scales.
  • Conducted training assessments, produced analyse reports and made recommendations.
  • Identified training needs and methods.
  • Developed training packages using a variety of delivery methods.
  • Evaluated training by evaluating effectiveness of training.
  • Maintained technical knowledge by attending educational workshops; reviewing publications.
  • Identified new training techniques and methods and utilised where appropriate.
  • Created structured reports and provided feedback to Senior Management.
  • Participated in hiring process and conducted regular interviews to short list possible candidates.
  • Actively participated in Quality Assurance and assisted audit activities.
  • Carried out additional tasks as required from time to time and designated by Training Manager.
  • Contributed to team effort by accomplishing related results as needed.

IT Helpdesk Specialist

Sep 2007 - May 2009
EPS Venture (M) Sdn Bhd

As a First Level Technical Support for a multi-national client of HP Enterprise and responsible for providing technical assistance and supported related to computer systems, hardware, or software; responded to queries, ran diagnostic programs, isolated problem, and determined and implemented solution.

Primary Responsibilities:

  • Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Successfully resolved desktop technical issues (related to hardware and software) from incoming customer contacts.
  • Pro-actively assisted customers to avoid or reduce IT-related problem occurrence.
  • Followed up with customers to ensure issue has been resolved.
  • Aided knowledge transfer within the team.
  • Maintained awareness of new products and services.
  • Resolution of client issues with the aid of available Service Desk tools (e.g. Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles).
  • Ensured timely escalation of calls to Second Level.
  • Ensured appropriate information contained in escalated calls.
  • Remained well versed in Service Desk policies, procedures, standards and documentation.
  • Participated in projects for process or quality improvements activities.

Education

Education

B Sc (Hon), Business Information Technology

Oct 2004 - Nov 2005
Staffordshire University

Higher Diploma, Business Information Technology

Aug 2002 - Nov 2003
Asia Pacific Institute of Information Technology

Diploma, Computing & Information Technology

Apr 2001 - Jun 2002
Asia Pacific Institute of Information Technology

Certification & Training

  • ITIL Intermediate: Service Design
  • ITIL v3 Foundation
  • Microsoft Certified System Engineer (MCSE)
  • Microsoft Certified System Administrator (MCSA)
  • Principles of Business Improvement (Six Sigma and Lean Six Sigma)
  • Q Basics (HP Model for Improvement)
  • Six Thinking Hats