JIM OOI KHONG WAI
Technical Lead
Teluk Panglima Garang
Summary
Manage IT Operation support, emphasizing on service readiness and on boarding new services to BAU. Transition Business IT requirement to new technology with cost efficiency adopting LEAN and ITIL methodology using automation – innovation strategy. Streamline support model with one global standard process across all region to achieve KPI objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
UC Product Technical Lead
Global Business Services
Kuala Lumpur, Kuala Lumpur
04.2022 - Current
- Work on integration of 3rd party application into MS Teams via Graph API
- Familiar with Azure DevOps, Active Directory & Azure
- Interact with group architect on solution design requirement
- Work on Microsoft Purview Data lifecycle management related to data retention / deletion policy
- Remediating open risk with Chief Information Security Officer (CISO) and Cyber Security to reduce the risk posture of the application
- Working with relevant stakeholder & vendor to upgrade and onboard the new version of Global Relay A10 as a replacement of a9
- Decommission of Skype for Business 2025
- Provide lvl3 support for MS TEAMS & Skype for Business 2015
- Migration of users towards MS TEAMS (Hybrid & Teams Only Mode)
- Work with bank legal and surveillance team related to chat data investigation & extraction
- Working alongside with engineering and Microsoft on application incident related event which required escalations
- Work alongside with Identity Access Management on access related issue with application account and permission
Manager – Collaboration Services / Senior Manager – Ops Lead for Unified Comm Delivery & Ops
Global Business Services
12.2018 - 03.2022
- Supporting migration of infra and users (approx. 90k) from Lync 2013 towards Skype for Business 2015
- Decommission Lync 2013 infrastructure
- Supporting migration of infra and user from OCS 2007 towards Lync 2013
- Provision of Hyper-V VM to support additional Lync 2013 Front End to support additional user load
- Coordinate with vendor (Cisco) for hardware failure/replacement incident
- Supporting the bank voice team as part of Enterprise Voice integration towards Lync 2013 infrastructure
- Supported the migration of OCS 2007 Group Chat to Lync 2013 Persistent Chat
- Decommissioning of OCS 2007 and Lync 2010 – Infra & Applications
- Supporting SaaS archival solution on Global Relay a9
- Supporting SaaS messaging tools such as ICECHAT & LSEG Messenger (Refinitiv)
- Managing a team of 8 members across different regions (KL & India)
- Promoted to Senior Manager - Ops Lead for Unified Comm Delivery & Ops (Mar 2020 - 2022)
Senior Technical Analyst / Technical Lead
Global Business Services
07.2013 - 12.2018
- Supporting SharePoint 2007 & OCS 2007 services for the entire bank – Infra and applications (etc OS/CU patching, SAN storage expansion)
- Managing Level 2 support for the products related to incident management, change management, problem management, root cause analysis, major product enhancement and project migration
- Align with Service Transitioning team on Service Acceptance Criteria for support model, RACI, run book and knowledge transfer before sign off and hand over to BAU support.
- Gauge business efficiency to continually improve quality and cost manage within each service in infrastructure, capacity, license and product maintenance including contract and resource optimization
- Manage yearly OPEX budget for storage capacity
- Working alongside with the desktop packaging team to deploy and package software related release requirement
- Coordinate decommission of Lotus Notes infrastructure with country team
- Promoted to Technical Lead (Mar 2018 – Dec 2018)
Group Security Assurance (Technical Lead)
Scope International
06.2012 - 07.2013
- Providing security related training and conducting security assessment to ensure new joiner understand & adhere to SCB security process and procedure
- Performing administrative task on server on ID related to reset/unlock, access permission checking/granting or profile checking/tagging
- Windows/SQL
- Linux/AIX/SYBASE/ORACLE/Sun Solaris
- Mainframe
- AS400
- Firewall – BigIP, Nortel, Netscreen, GB & Tacacs
- Familiar with tools
- Symantec pcAnywhere
- Dameware NT Utilities
- Putty
- F-Secure SSH Client
- Remote Desktop Connection
- Cisco ADSMI/Anyconnect
- Nortel VPN
- Familiar with usage of Remedy
- Active Directory Users & Computers (ADUC)
- Involvement in project with Group Internal Security (GIS) such as Privilege ID Management (PIM – password GPMS that running under Lotus Notes)
- Taking part in Privilege Access Management project (PAM – an initiative by GIS to close down all potential risk which have not completed SAT)
- Play a major role in the group Disaster Recovery Drill command center bi-yearly for security related
- Preparing/Granting necessary ID access for relevant support team that involve in the drill
- Preparing audit report whenever there is an audit requirement ask
- Dealing with country system support, project team & GIS on security related issue
- Approve & review change request requirement
- Act as an internal reviewer to monitor on non-compliance items on Service Desk to ensure zero audit observation
- Review IT security operational process & business requirement which is adherence to SCB security standard
- Review & approved new security matrix request before implementation as part of Operational Risk Assurance
- Manage & conduct application transition/rollout
Customer Service Engineer – Service Desk
IT-365
05.2007 - 06.2012
- Troubleshoot & resolved desktop related issue via VNC
- Access user management – perform basic administrative task reset/unlock on server
- Windows
- UNIX
- Prepared monthly reporting & analysis for management usage
Education
Bachelor of Science - Computer Science
Universiti Tenaga Nasional
Kajang, Selangor, Malaysia 04.2001 -
Skills
Teamwork
Problem-solving
Technical issues analysis
Team collaboration
Certification
ISC2 Certified in CyberSecurity Entry-Level (CC)
Timeline
ISC2 Certified in CyberSecurity Entry-Level (CC)
08-2024
UC Product Technical Lead
Global Business Services
04.2022 - Current
Manager – Collaboration Services / Senior Manager – Ops Lead for Unified Comm Delivery & Ops
Global Business Services
12.2018 - 03.2022
Senior Technical Analyst / Technical Lead
Global Business Services
07.2013 - 12.2018
Group Security Assurance (Technical Lead)
Scope International
06.2012 - 07.2013
Customer Service Engineer – Service Desk
IT-365
05.2007 - 06.2012
Photoshop and Illustrator
01-2002
Bachelor of Science - Computer Science
Universiti Tenaga Nasional
04.2001 -
AUTOCAD 2000 (Level 1)
12-2000
Achievement Awards
2021 - ET Awards - Exemplary Contribution - Standard Chartered GBS
2020 - GEMS Award – GOLD - Standard Chartered GBS
Deployment of Skype features & access within weeks to support the bank 100k populations for remote WfH due to pandemic
2018 - Outstanding Performance Awards - Standard Chartered GBS
Course Attended
- 2023 – MS-700 Managing Microsoft Teams
- 2023 – CC – Certified in Cybersecurity Entry-Level Course
- 2021 – Business Continuity Management
- 2019 – MS40409 – Deploying Voice Workload for Skype for Business Online and Server 2015
- 2016 - Active Directory Custom Workshop
- 2012 Win 7 Customized
- 2011 – BS-25999 Business Continuity Management Awareness
- 2010 – RH033 Red Hat Linux Essential / RH131 Red Hat Linux System Administration
- 2007 – MCP Microsoft Windows Servers 2003 by MDec
- 2006 - Maintaining and Managing a MS Win Server 2003 and Network Services