Lek Meng Tang

Senior IT Manager, APJ (July 2016 – September 2020) / IT Manager, APJ (October 2011 – June 2016)

Key Responsibilities

• Led a high-performing team of 40 members responsible for providing comprehensive IT support services to over 19,000 colleagues across the Asia-Pacific and Japan (APJ) region and India.
• Spearheaded a transformative shift to a colleague-centric IT support approach, focusing on delivering personalized and proactive support services to enhance colleague satisfaction and productivity.
• Provided comprehensive support for a vast network of 100,000 colleague devices deployed across multiple continents and regions worldwide.
• Proactively engaged with stakeholders across departments to understand their business objectives, challenges, and IT requirements, positioning IT as a strategic partner in achieving their goals.
• Built and maintained strong relationships with key stakeholders, earning their trust and confidence through effective communication, collaboration, and delivery of value-added IT solutions.
• Maintained regular communication with the Global IT team to ensure alignment of regional initiatives with broader organizational goals and objectives.
• Empowered the team to serve as 'Customer Zero' for VMware products, taking the lead in testing and providing feedback on new products, features, and enhancements before they were rolled out to the market.
• Pioneered a team-driven effort to share the IT journey story with customers, emphasizing the evolution of technology solutions and their impact on business outcomes. Built customer trust and confidence by leveraging strategic storytelling to showcase successful IT stories, demonstrating the tangible benefits of technology solutions on business performance.
• Managed vendor relationships and partnerships, serving as the primary point of contact for communication and collaboration between the organization and IT service providers.
• Demonstrated exceptional financial acumen in managing, forecasting, and monitoring annual multi-million-dollar budgets, ensuring alignment with organizational goals and objectives.
• Led multiple global projects for regional deployment, overseeing all aspects of project planning, execution, and delivery to ensure successful implementations across diverse geographic regions.
• Provided dedicated executive-level support to VIP colleagues, including C-suite executives and senior management, ensuring their needs were met with the highest level of professionalism and discretion.
• Served as the primary IT contact for all Real Estate and Workplace (REW) projects, liaising between IT teams, project managers, and stakeholders to ensure alignment of IT solutions with project objectives.
• Demonstrated a steadfast commitment to team development by implementing personalized coaching and mentorship programs aimed at enhancing individual skills and fostering a culture of continuous learning.

Accomplishments:

• Facilitated remote work setup for over 3000 colleagues in China over a single weekend during the pandemic.
• Successfully reduced ticket volume by 40% through the implementation of modern device management strategies and the introduction of self-service tools.
• Consistently maintained a Customer Satisfaction (CSAT) score of at least 95% and achieved device asset accuracy of 95% or higher.
• Successfully implemented a sustainability program, resulting in annual cost savings exceeding $300,000.
• Contributed to accelerating million-dollar deals for sales colleagues by effectively sharing our VMware IT success story.

Desktop Administrator (May 2007– October 2009)

Key Responsibilities:

• Managed a team providing support to 900+ corporate end users in ASEAN, Greater China, and Korea
• Assisted in the successful rollout of global projects within the regions
• Managed vendor relationships and oversaw IT service providers
• Served as the primary contact for all REW projects and activities in the region
• Collaborated with Network, Telecom, and Server teams to support local IT requirements
• Spearheaded regional and local projects to enhance company IT capabilities
• Provided executive-level support to VIP colleagues.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.

Key Responsibilities

• Provided VIP support for high-profile users, ensuring timely and effective resolution of technical issues
• Conducted root cause analysis of BlackBerry solution-related issues for Premier Support customers, utilizing log analysis to diagnose and resolve problems
• Delivered world-class support, reinforcing customer confidence while investigating and resolving issues
• Collaborated closely with development and product management teams to drive continuous improvement of the BlackBerry Enterprise Solution
• Established and maintained strong customer relationships at multiple levels, building credibility and rapport
• Accountable for managing multiple internal projects aimed at achieving strategic business and organizational objectives
• Monitored project activities and addressed resource availability issues, providing expert recommendations for project turnaround
• Proactively managed systems development and implementation for customer migrations, ensuring smooth transitions
• Offered technical assistance with upgrade planning and provided recommendations for hardware and software solutions
• Delivered proactive BlackBerry environment health consultations, optimizing system performance
• Conducted research and authored technical articles for submission to the Technical Knowledge Centre
• Maintained systems in a lab environment to prototype and test BlackBerry software and infrastructure operations and interdependencies
• Played a key role in beta programs, contributing input on feature specifications, supportability, and quality
• Presented at new product launch events as a product expert, effectively communicating complex technical information
• Demonstrated excellent communication skills in various disciplines, including verbal, written, and presentation formats.

Key Responsibilities

• Performed administration for Windows 2003 Network with over 500 end users
• Maintained Windows 2003 and 2000 server with HA clustering
• Implemented Exchange migration from 5.5 to 2003 server, Design and implement Veritas Netbackup 5.0 Enterprise Server, SAN Media Server, and Client Server
• Designed and implemented Veritas Security System for Netbackup, Maintained Citrix Metaframe XP 1.0 Server
• Designed and Implemented Active Directory Security for Windows and Exchange 2003 Environment

Accomplishments:

• Successfully migrated 500+ users to Exchange 2003 server
• Successfully implemented tape backup consolidation
• Successfully implemented a new farm using Citrix Metaframe Presentation Server 3.0
• Successfully implemented Group Policy to push out the software packaging to the server
• Successfully created MST file for software packaging.

Key Responsibilities

• Performed administration for Windows NT 4.0 and 2000 network with over 500 local end users and over 100 regional users
• Designed and Developed Service Level Agreement (SLA) for the Regional IT Team
• Provided 2nd Level support to Asia-Pacific Helpdesk and Regional IT Team
• Liaised with Asia Pacific Helpdesk on a daily basis for escalating daily tasks to the respective Engineer
• Deployed and Supported In-house Application for Asia Pacific
• Managed a Team of 4 IT engineers

Accomplishments:

• Spearheaded Windows 2000 Server Migration for Regional Sites (Malaysia, Taiwan, Singapore, Philippines)
• Spearheaded Client Migration for Regional Sites (Taiwan, Singapore, Philippines)
• Designed and Developed Service Level Agreement (SLA) for Regional IT Team.

Key Responsibilities

• Provided Technical support to Sales and Marketing Staff
• Designed network infrastructure and scoped server specifications according to customer requirements
• Drew out proposals for customers
• Planned out timeframes for project implementation using MS Project and ensured project rollout was successful within the timeline
• Gathered customer requirements and feedback to developers for any changes and enhancement
• Coordinated with Global Staff for IT Resource planning and deploying
• Managed a Team of 2 Systems Engineers and 1 Systems Administrator

Accomplishments:

• Designed and Implemented Singapore and Hong Kong Office's IT infrastructure
• Set up and administered Linux OS and Application (Redhat 7.1, Web, Mail, DNS, Firewall) for Singapore Office
• Successfully Integrated F5 solution with Moani application
• Successfully implemented Moani one single box solution with IBM NAS server
• Set up Research & Development Lab for Singapore Office
• Implemented Test and Demo Application Server for Singapore, Hong Kong, and US Internet Data Center
• Designed and implemented Trial server for the education industry.

Key Responsibilities

• Provided Network and System consultancy services, Network Traffic Performance Audit project YEAR 2000 Compliance audit project implementation, and customer support for customers
• Managed a team of 3 Systems Specialists from the west zone
• Accomplishments: Appointed as Team Leader for the west Zone team
• Designed and Implemented Regional VPN Infrastructure for 11 sites using SHIVA VPN
• Managed to commission the project within the timeline.

Key Responsibilities

• Performed administration for Novell 3.2 network with over 500 local end users
• Maintained the file and printer server
• Implemented off Sites server for Disaster Recovery
• Designed and planned network diagrams for future company expansion
• Accomplishments: Successfully set up off-site server for Disaster Recovery
• Upgraded the office Network from 10 MHz Ring network to 100 MHz Ethernet network.
• Provided on-call support for network engineering duties