Kim Guan Teo
Singapore
Summary
Accomplished Architect (IT Service Desk) with over a decade of experience in IT Service Management, specializing in AI-driven solutions and chatbot development. Proven track record of designing and implementing generative AI technologies that enhance user experiences and improve operational efficiency. Innovative approach to customer service recognized internationally with multiple awards for leveraging AI and automation in IT support environments. Passionate about deploying AI to solve complex business challenges, personalize customer interactions, and optimize service desk operations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Architect (IT Service Desk)
National University of Singapore (NUS)
02.2013 - Current
- Spearheaded creation of NUS's first AI-powered IT support chatbot, improving response times and enhancing user satisfaction
- Led a team of 4 engineers in the design and execution of advanced AI and IT solutions, achieving 2 consecutive years of awards in international customer service
- Successfully implemented AI-based solutions for natural language processing, helping to automate routine inquiries and drive efficiency
- Delivered numerous projects that integrated AI into IT operations, including AWS Connect for call center operations, resulting in a 50% reduction in audit times and 88% faster message turnaround
- Key skills: Product Management, Project Management, Data Analytics, Conversational AI, Vendor Management, Critical Thinking
Operations Manager
NCS Group
04.2010 - 02.2013
- Managed a team of over 20 operators responsible for critical data center operations supporting government agencies
- Delivered key operational improvements that ensured high availability of services and compliance with ITIL standards
- Led initiatives to improve team productivity and service quality across various government projects
- Key skills: IT Operations Management, Supervisory Management, Project Management, Data Analytics, ITIL Certified
- Supervised operations staff and kept employees compliant with company policies and procedures.
Account Service Coordinator
Servlink Technology Resources Pte Ltd
02.2001 - 03.2010
- Led a team of 5 engineers responsible for the support of HP & Compaq ProLiant systems, ensuring top-notch customer service and technical support
- Managed service coordination for critical clients, meeting stringent SLAs and achieving high client satisfaction
- Key skills: Project Management, Data Analytics, Microsoft Certified Systems Engineer (MCSE), IT Operations
Education
Bachelor of Science - Computer Science
SIM University (UniSIM)
Singapore09.2006
Diploma - Electronics, Computer & Communication Engineering
Singapore Polytechnic
Singapore05.1999
GCE 'O' Level -
Queenstown Secondary School
Singapore04.1996
Skills
- Generative AI (IBM Watson NeuralSeek, IBM Watson Discovery)
- Python Programming
- Power BI & Visualization
- ITIL v3 Certified
- Strategic Management
- Service Leadership
- Product & Project Management
- Digital Storytelling
- Vendor Management
- Customer Service Support Operations
- Critical Thinking & Problem-Solving
Project Management
Certification
- ITIL v3 Certified
- Strategic Management: Strategic Acumen, Competitive Strategy
- Champion a Service Excellence Ethos (Service Leadership)
Awards
- Gold Award Winner, International Customer Experience Award (iCXA'22)
- Silver Award Winner, International Customer Experience Award (iCXA'23)
- NUS Masters Sponsorship, 2024
References
Available upon request.
Namechinese
张金源
Languages
English
Chinese (Mandarin)
Timeline
Architect (IT Service Desk)
National University of Singapore (NUS)
02.2013 - Current
Operations Manager
NCS Group
04.2010 - 02.2013
Account Service Coordinator
Servlink Technology Resources Pte Ltd
02.2001 - 03.2010
- ITIL v3 Certified
- Strategic Management: Strategic Acumen, Competitive Strategy
- Champion a Service Excellence Ethos (Service Leadership)
Bachelor of Science - Computer Science
SIM University (UniSIM)
Diploma - Electronics, Computer & Communication Engineering
Singapore Polytechnic
GCE 'O' Level -
Queenstown Secondary School
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