Edward Tan

1. Team Leadership:

• Lead, mentor, and coach a team of IT support specialists to provide technical assistance.
• Set clear performance expectations, monitor team performance, and provide regular feedback and performance evaluations.

2. Digital Workplace Operations:

• Oversee the day-to-day operation and maintenance of digital workplace systems and services.
• Identify and address system issues, coordinating with technical teams for escalations when necessary
• Ensure timely resolution of user support requests related to digital workplace tools and applications.
• Administer and maintain Okta SSO solutions for secure and seamless access to applications.
• Administer Microsoft Office 365 services, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.
• Administer VMware Workspace ONE UEM (AirWatch) settings, profiles, and policies to manage endpoints.

3. Deployment and Projects:

• Develop comprehensive project plans, timelines, and resource requirements for IT migration projects and updates to stakeholders.
• Collaborate with IT project teams to plan and execute the deployment of new digital workplace solutions and upgrades.
• Lead and mentor cross-functional teams of IT professionals and external vendors to execute migration tasks.
• Implement change management strategies to facilitate smooth transitions and minimize user impact.
• Offer post-migration support, including issue resolution and user training, to ensure a successful transition.

4. Policies and Compliances:

• Ensure that digital workplace operations comply with policies and security standards.
• Configure security and compliance settings within O365, including threat protection, data classification, and retention policies.
• Develop and enforce security policies, procedures, and best practices related to MFA within Okta.

• Lead, mentor, and manage a team of IT support specialists, providing guidance and support to ensure exceptional customer service.
• Develop and enforce service level agreements (SLAs) to measure and improve IT service delivery and response times.
• Manage helpdesk team during specific shifts, ensuring adequate coverage and effective team operations.
• Continuously assess and improve helpdesk processes and workflows to enhance efficiency and service quality.
• Oversee the resolution of technical issues and incidents, ensuring timely and effective problem resolution.
• Collaborate with country local IT teams to ensure consistent support and alignment with global IT standards and policies.
• Promote customer satisfaction and advocacy through excellent service, ensuring employees have a positive IT support experience.

• Provide technical support to users across Asia Pacific including hardware, software, and network problems.
• Manage and maintain IT devices, including desktops, laptops, mobile devices, printers, and peripherals, ensuring they are up-to-date and secure.
• Maintain accurate inventory of IT assets within the country, tracking equipment and software licenses.
• Coordinate procurement of IT hardware and software for local use, following company procurement policies.

• Maintain accurate financial records, including accounts payable, accounts receivable, and general ledger entries.
• Support month-end closing process, ensuring accuracy and timeliness.
• Assist in internal and external audit preparations and provide necessary documentation.
• Oversee administrative tasks, including office supplies, equipment maintenance, and vendor relationships.
• Planning, coordinating, and executing all aspects of setting up our new office location.
• Collaborate with IT teams to set up and configure office IT infrastructure, including networking, servers, and workstations.