Download PDF

SOW PIK HUNG

Controller, Change Management at Standard Chartered Bank

Work experience

May 2014Present

Change Controller

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.
Dec 2011May 2014

Change Analyst

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.
May 2009Nov 2011

Technical Solutions Consultant

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.
Sep 2007May 2009

IT Helpdesk Specialist

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

Oct 2004Nov 2005

B Sc (Hon), Business Information Technology

Staffordshire University
Aug 2002Nov 2003

Higher Diploma, Business Information Technology

Asia Pacific Institute of Information Technology
Apr 2001Jun 2002

Diploma, Computing & Information Technology

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