Summary
Overview
Work History
Education
Skills
Certification
LNGG
References
Accomplishments
Timeline
Generic
HERMIN BIN HASSAN

HERMIN BIN HASSAN

Summary

Experienced professional eager to transition into a project management role, specializing in managing Japanese stakeholders. Utilizes strong background in cross-cultural communication and project coordination to drive successful outcomes. Skilled at fostering relationships, strategic planning, and efficient execution. Committed to ongoing learning and growth in project management.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Cisco TAC Support

HCL Technology Sdn Bhd
10.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Learned and adapted quickly to new technology and software applications.
  • Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Japanese Speaking Project Manager

Orange Business Services (Network) Sdn Bhd
01.2023 - 09.2023
  • Reason for leaving: Leave the company due to circumstances related to an employment dispute.
  • I left my previous position at OBS due to an unfortunate situation related to unfair dismissal. There was a disagreement regarding the balance of workload and resources to support the project for the APAC region that I believe was not handled fairly. I pursued appropriate channels to address the issue, including consulting with the local PM team lead and HR. Ultimately, I made the decision to leave the company as I felt it was in my best interest to find a workplace where I could contribute my skills and expertise in a more conducive and equitable environment.
  • Responsibilities:
  • Overall Data Center Management: I was responsible for the comprehensive management of the Data Center, ensuring user SLA commitments were met. I focused on performance, availability, response time, and problem resolution, ensuring that the Data Center operated efficiently and effectively.
  • Resource Management: I effectively managed resources and performed system and resource planning based on business forecasts. This involved optimizing resource allocation to meet business demands efficiently.
  • Stakeholder Liaison: I maintained strong relationships by liaising with various stakeholders and government departments for GSDC-related issues. This helped in ensuring a smooth collaboration with external partners and government entities.
  • Management Reporting: I was responsible for generating various management reports, including Management Information System (MIS), Quality Gap Reports (QGR), weekly and daily reports. These reports provided insights into the operational performance of the Data Center.
  • Problem Resolution and Documentation: I identified repeated issues and conducted root cause analysis (RCA) to address them. I also ensured that all problems and solutions were thoroughly documented, helping the team to learn from past issues.
  • Compliance and Escalation: I escalated any instances of non-compliance with processes and anything unusual as per the client's escalation matrix. This ensured prompt remedial actions were taken to maintain the quality of service.
  • Knowledge Sharing: I actively initiated knowledge sharing among team members across all domains, fostering a culture of learning and continuous improvement within the team.
  • Client-Centric Solutions: I understood client requirements and provided appropriate solutions within the project's scope. This included solution designing with High-Level Design (HLD) and Low-Level Design (LLD) considerations specific to the Data Center.
  • ITIL Framework and ITSM Tools: I demonstrated expertise in the ITIL framework and had familiarity with IT Service Management (ITSM) tools such as Remedy, CA, and HPSM. This knowledge was essential for maintaining best practices in IT service management.
  • Team Orientation: I contributed to team orientation, helping onboard new team members and ensuring they understood project goals and methodologies.

Japanese Speaking Senior Executive Project Manager

DXC Technology Sdn Bhd
01.2017 - 06.2022
  • Reason for leaving: Work Force Reduction Programme
  • I left DXC as part of a company-wide Work Force Reduction Program. Unfortunately, the organization had to make difficult decisions to streamline operations and reduce costs. My position, along with several others, was impacted by this initiative. While it was a challenging experience, it has allowed me to explore new opportunities and focus on finding a role where I can continue to leverage my skills and contribute effectively.
  • Project Name: CCOW Conversion
  • Start date: Jan 2017
  • Role: CCOW Project Lead
  • Client: Internal
  • End date: Jan 2019
  • Project location: Japan
  • Language Requirement: Japanese and English
  • Project description: To convert contract worker to DXC staff
  • Responsibilities
  • Lead Japan Leaders for RCOW/CCOW Conversion: As the lead, I was responsible for guiding and coordinating Japan's leaders in the CCOW (Contingent Costs of Workforce) conversion process. This involved providing direction, support, and ensuring seamless execution.
  • Accelerate CCOW Migration: I played a pivotal role in accelerating the migration of CCOW, focusing on achieving efficient and timely transition. This involved implementing strategies to expedite the process.
  • Follow up on WMA Creation Request: I diligently followed up on WMA (Workforce Management Application) creation requests, ensuring that they were processed and completed in a timely manner.
  • RCOW Conversion and CCOW to FPT: I led the efforts related to RCOW conversion and the transition from CCOW to FPT. This required meticulous planning, execution, and collaboration with various stakeholders.
  • Initiated and Conducted Japan Labour Transformation: I took the initiative to initiate and conduct a labor transformation project in Japan. This involved redesigning and optimizing labor processes to improve efficiency and productivity.
  • Lead Internal Global Conference Call: I took the lead in organizing and facilitating internal global conference calls, which played a crucial role in fostering effective communication and collaboration among team members worldwide.
  • Update CCOW Status from Japan Team to Global Team: I regularly updated the CCOW status from the Japan team to the global team. This ensured that all relevant stakeholders were informed of the progress, challenges, and achievements in Japan.
  • Project name: Shimano O365
  • Start date: Mar 2019
  • Role: Transition Project Manager
  • Client: Shimano Global
  • End date: Oct 2020
  • Project location: Japan
  • Language Requirement: Japanese only
  • Project description: Establish support team for O365 Advance and Basic
  • Responsibilities
  • Hire and Manage L2 and L3 Support Team: I was responsible for building and overseeing the L2 and L3 support teams. This included recruiting, training, and managing the teams to ensure high-quality support for our clients.
  • Engage with Customers for Project Schedule: I actively engaged with customers to understand their project schedules, ensuring that their requirements and timelines were aligned with our services and deliverables.
  • Create Monthly Reports: I regularly generated and presented monthly reports, providing a comprehensive overview of project progress, key metrics, and achievements. These reports helped in tracking performance and making data-driven decisions.
  • Create Work Breakdown Structure (WBS): I created detailed Work Breakdown Structures that accommodated customer schedules and high-level plans. This helped in breaking down complex projects into manageable tasks and ensuring efficient project execution.
  • Collaborate with Customers from Various Regions for Knowledge Transfer: I collaborated with customers from diverse geographic regions to facilitate knowledge transfer. This involved sharing expertise, best practices, and insights to ensure smooth project implementation.
  • Provide RACI for Each O365 Component (EXO, SPO, ODB, SFBO): I established clear Roles and Responsibilities (RACI) matrices for each component of Microsoft Office 365, including Exchange Online (EXO), SharePoint Online (SPO), OneDrive for Business (ODB), and Skype for Business Online (SFBO). This ensured accountability and streamlined decision-making.
  • Follow up with L3 Members on Various Tasks: I maintained regular communication with L3 team members to monitor progress on various tasks, address any issues or roadblocks, and ensure tasks were completed in a timely manner.
  • Project name: O365 Expansion
  • Start date: Apr 2020
  • Role: Transition Project Manager
  • Client: Konica Minolta Japan
  • End date: July 2020
  • Project location: DXC, Cyberjaya
  • Language Requirement: Japanese
  • Project description: Project transition for O365 expansion.
  • Responsibilities
  • O365 Expansion for MS Team, ODFB, Stream, Planner, and Form: I led the expansion of Microsoft Office 365 services, including Microsoft Teams, OneDrive for Business (ODFB), Stream, Planner, and Forms. This involved the planning, deployment, and management of these services to enhance the organization's collaboration and productivity.
  • Create High-Level KT Schedule for Understanding Customer Systems and Environments: I developed a high-level knowledge transfer (KT) schedule to comprehensively understand our customers' systems and environments. This schedule allowed for a systematic approach to gathering knowledge and ensuring alignment with customer requirements.
  • Import Report Data from JIRA and O365 Portal: I was responsible for importing and consolidating report data from JIRA and the Office 365 portal. This data integration allowed for accurate tracking of project progress and performance.
  • Prepare Monthly Report Format for Customers: I consistently prepared and delivered monthly reports to customers in a structured format. These reports provided valuable insights into project status, key metrics, achievements, and areas for improvement, ensuring transparent and informed communication.
  • Project name: Secure Room Setup
  • Start date: DEC 2020
  • Role: Facility Project Manager
  • Client: Mitsubishi Estate
  • End date: AUG 2021
  • Project location: DXC, Cyberjaya
  • Language Requirement: Japanese Only
  • Project description: Setting Up Secure Room and Network Connectivity
  • Responsibilities
  • Engage DXC Facility Team for Room Quotations: I was responsible for liaising with the DXC Facility Team to obtain quotations for room setups. This included coordinating the logistics and infrastructure required for various projects.
  • Engage Various Internal Teams for Security and Network Setup Advice: I collaborated with multiple internal teams to seek their expertise and advice on security and network setup. This ensured that all projects were aligned with the company's security and networking standards.
  • Update Progress to Stakeholders on a Daily Basis: I provided daily updates to stakeholders, keeping them informed of the progress on ongoing projects. This frequent communication helped in maintaining transparency and addressing any issues promptly.
  • Acquire Several Quotations from Telco Providers: I obtained multiple quotations from telecom providers, evaluating options to ensure cost-effectiveness and reliability for dedicated lines and other telecommunications services.
  • Provide Purchase Orders to Vendors and Cross-Charge Internally: I managed the procurement process by generating and delivering purchase orders to vendors. I also handled internal cross-charging, ensuring proper financial accountability for the company.
  • Follow Up with Telco Vendor (Celcom) on Dedicated Line Setup: I maintained regular communication and follow-ups with the telecom vendor, Celcom, to ensure the timely and accurate setup of dedicated lines. This included troubleshooting and resolving any issues that arose during the process.
  • Follow Up and Update with Internal Teams on Various Tasks: I stayed engaged with internal teams, following up on various tasks related to ongoing projects. This coordination was essential for seamless execution and timely project completion.
  • Project name: GSD VALEO
  • Start date: Apr 2021
  • Role: Call Center Project Manager
  • Client: Mitsubishi Estate
  • End date: July 2021
  • Project location: DXC, Cyberjaya
  • Language Requirement: Japanese Only
  • Project description: Transition-in from existing support team to DXC
  • Responsibilities
  • Peer Role Established to Align with DXC Call Center Project Lead: I held a peer role that was established to work closely with the DXC Call Center Project Lead. This alignment ensured effective collaboration and coordination between our teams for project success.
  • Form a Team at Valeo Side: I was responsible for assembling a team on the Valeo side. This involved identifying and recruiting individuals with the necessary skills and expertise to support the project's objectives.
  • Coordinate with Other Teams for Operational Preparation Work: I actively coordinated with various teams to carry out operational preparation work. This included aligning the efforts of different departments to meet project requirements and timelines.
  • Provide Information Related to Transition (User Manuals, Perform Training): I played a key role in the transition process by providing essential information. This included creating user manuals and conducting training sessions to ensure a smooth transition for team members and stakeholders.
  • Prepare RTOW Documentation Due to COVID-19 Situation in Malaysia: In response to the COVID-19 situation in Malaysia, I was tasked with preparing Return to Office Work (RTOW) documentation. This documentation was vital for ensuring a safe and compliant return to the office during the pandemic.
  • Project name: Affin Bank Transition Exit
  • Start date: Aug 2021
  • Role: Transition Project Manager
  • Client: Affin Bank
  • End date: Jan 2022
  • Project location: DXC, Cyberjaya
  • Language Requirement: English
  • Project description: Transition out to Affin Bank with Resources
  • Responsibilities
  • Define Key Dependencies, Assumptions, and Risks for 7 Exiting Towers: I was responsible for identifying and defining the key dependencies, assumptions, and risks for the transition of 7 exiting towers: Asset Management, SCCM Management, O365 Messaging, Software Imaging, Application Packaging, Field Services, Governance Risk and Compliance, and Identity Access Management. This involved thorough analysis and documentation to ensure a smooth transition.
  • Organize Transition Kick-off and Synchronize KT Schedule: I initiated and organized transition kick-off meetings to bring together the transition teams from both DXC and Affin. These meetings served to set project goals and timelines, and I synchronized the Knowledge Transfer (KT) schedule to ensure alignment with the transition process.
  • Set Up Mini Town Hall Among Transition Members: I facilitated communication and collaboration by setting up mini town hall meetings among transition members from both sides. This allowed for open discussions, issue resolution, and sharing of progress and updates.
  • Functional Reporting for DXC Transition Members to Affin: I established functional reporting mechanisms to provide effective communication channels from DXC transition members to Affin. This ensured that all stakeholders were kept informed about the progress of the transition.
  • Tools Migration from DXC to Affin: I managed the migration of tools and software systems from DXC to Affin as part of the transition process. This involved careful planning and execution to minimize disruptions.
  • Preparing Sign-Off Documentation: I was responsible for creating sign-off documentation, which included detailed records of completed transition milestones, approvals, and acceptance criteria. This documentation was vital for ensuring a smooth transition handover.
  • Launch Transition Exit Go Live: I played a crucial role in launching the transition exit Go Live phase. This marked the successful completion of the transition and the transitioned services going live at Affin.

Project Manager

NEC Malaysia Sdn Bhd
01.2014 - 01.2017
  • Reason for leaving: Seeking Improved Work-Life Balance
  • Job Description:
  • My role in NEC MALAYSIA as a Center Management refers to the role for being responsible to maintaining appropriate stable service level.
  • Responsibilities:
  • Managed and executed comprehensive Event Management, ensuring smooth operations and exceptional customer experiences during events.
  • Conducted effective Capacity Management, optimizing resource allocation and maintaining infrastructure to meet service demands.
  • Enforced stringent Security Management protocols, safeguarding sensitive information and resources, and ensuring compliance with industry standards.
  • Spearheaded Service Level Management, consistently meeting or exceeding service delivery targets and fostering client satisfaction.
  • Proficiently handled Incident Management, responding to and resolving critical issues promptly and minimizing service disruptions.
  • Proactively managed Problem Management, identifying recurring issues and implementing solutions to enhance service quality.
  • Oversaw the maintenance of facilities, including floors, fixtures, and network equipment, ensuring a conducive environment for service delivery.
  • Produced timely reports for senior management and the Network Operations Center (NEC), as per prescribed frequencies.
  • Collaborated in other key management processes, including Change Management, Availability Management, and Service Improvement Management, contributing to overall service excellence and operational efficiency.

Teradata Global Technical Support Engineer

TERADATA CORPORATION (MALAYSIA) SDN BHD
08.2012 - 01.2014
  • Reason for leaving: Company Operation Relocation from Malaysia to China
  • Provided dedicated technical support for Teradata database systems in the Japan region, offering remote assistance to corporate businesses.
  • Offered comprehensive software and hardware technical support for Teradata products and equipment to clients in the Asia-Pacific and Americas regions.
  • Specialized in resolving SUSE Linux-related issues, ensuring seamless operation of Teradata solutions.
  • Independently prioritized, analyzed, and resolved technical and application problems, taking ownership of complex issues and overseeing them through to resolution.
  • Conducted in-depth analysis and research on intricate technical issues, including investigations into coding, security, and system-related problems. Collaborated with peers and product development teams when necessary.
  • Collaborated closely with the Engineering team to provide product fixes and coordinated change control processes, contributing to product enhancement and customer satisfaction.
  • Managed database monitoring through Sys-watch server for clients in Japan, ensuring optimal database performance and stability.
  • Offered proactive services by providing proposals and recommendations to Japanese clients for upgrading database versions and packages, enhancing their database infrastructure.
  • Led the monthly System Health Check (SHC) operations for customer systems in the South East Asia (SEA) and Japan regions, guaranteeing system integrity and reliability.
  • SKILLS
  • Responsible for the workload of TERADATA associates
  • Generating Monthly reports on team performance for Asia Pacific-Japan
  • Provide FRO (Field Retrofit Order) monthly report to Japan customer
  • Handling Critical Patch Reporting for Japan customer
  • Provide DWUT (Data Warehouse Usage Trend) Analysis Report.
  • Produce statistics report for client system all over APAC & US

Japanese Speaking Supply Chain Operation Manager (SAP)

Mahindra Satyam, Cyberjaya
04.2011 - 08.2012
  • Reasons for Leaving: Voluntary Departure due to Account Closure
  • Responsibilities:
  • Monitored the daily processes of SAP Supply Chain Management, primarily serving Japanese-speaking Customer Service Representatives.
  • Efficiently managed incoming and outgoing queries from Japanese customers, ensuring prompt and accurate responses for the entire team.
  • Effectively distributed queries to Team Leaders, aligning customer inquiries with relevant divisions.
  • Maintained consistent follow-ups with Team Leaders to ensure timely resolution of customer queries and escalations.
  • Organized and led team meetings to collaboratively address client queries and escalations, promoting effective team communication.
  • Motivated team members to achieve and exceed team goals, fostering a culture of high performance.
  • Collaborated with the team in performing Business Process Outsourcing (BPO) order entry administration.
  • Oversaw and executed the outsourcing of business processes, streamlining operations.
  • Provided comprehensive information about customer order placements using SAP applications.
  • Managed orders with unavailable inventory by accurately entering relevant data into the Downs Dashboard application, ensuring transparency and customer satisfaction.
  • Delivered customer-specific price and availability information for items, facilitating informed decision-making.
  • Reviewed and confirmed EDI/B2B order submissions by customers, ensuring order accuracy and compliance.
  • Entered faxed and emailed order information into SAP to provide Sales Order Acknowledgments.
  • Coordinated the initiation of Return Material Authorizations (RMAs) based on customer requests, collaborating with Mahindra Satyam personnel.
  • Created step-by-step guides for the Applied Material Japan supply planning function, enhancing team efficiency and knowledge transfer.
  • Successfully reduced time cycles for Japan purchase orders covering planning, manufacturing, and transportation, optimizing order processing.
  • Developed and implemented a track and trace process to monitor and rank inbound trailers, improving supply chain visibility.
  • Acted as a project analyst for Warehouse Supply Chain, determining optimal shipping locations for down orders within tight timelines.
  • Undertook various other duties as assigned, demonstrating adaptability and a commitment to team success.

Japanese Helpdesk Level 1

IBM Regional Call Centre Cyberjaya
12.2007 - 04.2011
  • Reasons for Leaving: Seeking Career Advancement Opportunities
  • Responsibilities:
  • Provided comprehensive customer support to a diverse clientele, including both Japanese and non-Japanese customers, offering assistance in various communication channels.
  • Responded promptly to requests for technical assistance, whether in person, over the phone, or through electronic channels.
  • Diagnosed and resolved technical hardware and software issues, including systems like SAP and CitrixFarm, ensuring seamless operation for users.
  • Conducted thorough research using available information resources to address and resolve customer inquiries and technical problems effectively.
  • Advised users on appropriate actions to resolve issues, providing clear guidance and solutions.
  • Followed established help desk procedures and maintained professional and standard greetings in all interactions.
  • Meticulously logged all help desk interactions via ticketing systems, ensuring a transparent record of customer support activities.
  • Administered and managed help desk software, streamlining support processes and maintaining accurate records.
  • Redirected complex problems to the appropriate resource or expert for specialized assistance.
  • Identified and escalated situations that required urgent attention, guaranteeing swift resolution for critical issues.
  • Tracked and routed problems and requests to the relevant teams or individuals, documenting resolutions for future reference.
  • Prepared activity reports to evaluate and improve the efficiency of the help desk operations and identify areas for enhancement.

Purchasing Officer (Purchasing Department)

Niigata Fuji Xerox, Japan
04.2002 - 12.2007
  • Reasons for Leaving: Relocating Outside of Japan
  • Responsibilities:
  • Facilitated the issuance of Request for Quotation, initiating the procurement process.
  • Efficiently gathered quotations from various sources to evaluate purchasing options.
  • Conducted commercial clarifications and negotiations, ensuring favorable terms and conditions for the company.
  • Coordinated with the Financial Department to acquire the necessary authorization for purchase.
  • Skillfully issued Purchase Orders, finalizing procurement agreements with suppliers.
  • Negotiated prices and FOB (Free On Board) dates with vendors located in the Far East, optimizing cost-efficiency.
  • Served as the primary advisor for using Microsoft Excel, enhancing team productivity and efficiency.
  • Evaluated drawings and material requisitions, prepared RFQs, floated inquiries, collected quotations, and clarified technical aspects with the Engineering Department.
  • Created Techno-Commercial Comparison charts, estimated costs, and negotiated with vendors, securing the best value for the company.
  • Obtained management approval for procurement decisions and subsequently placed orders with selected vendors.
  • Maintained a vigilant watch on the status of orders and consistently expedited with vendors to ensure the timely inflow of materials to meet project schedules.
  • Collaborated with the warehouse team to handle overages, shortages, and damaged supply, resolving supply chain issues promptly.
  • Exercised control over the entire supply chain process, ensuring the seamless flow of materials from vendor to user and the accurate processing of payments.
  • Managed price changes and efficiently resolved invoice queries, upholding the accuracy of accounts through the administration of purchase contracts.

Education

Degree - Mechanical Engineering (ME)

Kisarazu National College of Technology Japan
03.2002

Skills

  • Advanced English communication
  • Experienced in managing Japanese stakeholders
  • Fluent in Malay
  • Multilingual communication
  • Achieved 780 on TOEIC exam
  • Advanced Level 3 proficiency in English and Japanese for industry use
  • Fluent in Japanese (JLPT N1 certification since 1998)
  • Knowledgeable in ITIL 4 framework

Certification

ITIL 4 Foundation in IT Service Management

LNGG

English Ability: Fluent
Japanese Ability: Fluent
Malay Language Ability: Native Speaker

References

Sahril Akmal  +6019 929 3067, Cisco TAC Support

Accomplishments

  • Qualified as Teradata Master (passed TD12 External Professional exam)
  • Successfully passed in Teradata CS Support Associate exam
  • Successfully passed in Teradata Support Simulation technical test
  • Awarded Token of Appreciation for Successfully completed Exchange program to Tokyo, Japan (Technical & Process development)
  • Attended “Supporting Fiber Channel Disk Arrays” external training in Australia.
  • Attended Teradata Factory training in Beijing, China.

Timeline

Cisco TAC Support

HCL Technology Sdn Bhd
10.2024 - Current

Japanese Speaking Project Manager

Orange Business Services (Network) Sdn Bhd
01.2023 - 09.2023

Japanese Speaking Senior Executive Project Manager

DXC Technology Sdn Bhd
01.2017 - 06.2022

Project Manager

NEC Malaysia Sdn Bhd
01.2014 - 01.2017

Teradata Global Technical Support Engineer

TERADATA CORPORATION (MALAYSIA) SDN BHD
08.2012 - 01.2014

Japanese Speaking Supply Chain Operation Manager (SAP)

Mahindra Satyam, Cyberjaya
04.2011 - 08.2012

Japanese Helpdesk Level 1

IBM Regional Call Centre Cyberjaya
12.2007 - 04.2011

Purchasing Officer (Purchasing Department)

Niigata Fuji Xerox, Japan
04.2002 - 12.2007

Degree - Mechanical Engineering (ME)

Kisarazu National College of Technology Japan

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HERMIN BIN HASSAN