Wai Mun Law
Program Manager
KL,Malaysia
Summary
18 years of working experience in the IT, Telco, O&S and banking industry. Customer handling experience in supporting network infrastructure for multi-user and remote environments. Skilled in the development of service delivery, customers’ escalation VP, CIO, CTO and CNO. Led team of 15 engineers with 4 domains helpdesk, IP, VAS/Billing and OSS. Led contract renewal and justification. Experienced in operations management, inventory management, opex reduction, appraisal, and lab setup. Career includes assignments in France, Egypt, Sri Lanka, Botswana, India, Singapore, China, Bangladesh, Thailand and Philippines. Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations. Talented professional considered knowledgeable leader and dedicated problem solver. Brings [Number] years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
8
8
Certifications
1
1
Language
Work History
Program Manager | Partner
Fortinet
01.2023 - Current
- Malaysia – KL, Malaysia (Macquarie Cloud, Macquarie Government, Macquarie Telco, Telkomsel IT & Network, Citic Telecom International, Singtel Enterprise, Singtel IPTV, Starhub, Smart Communications)
- Facilitate collaboration among the APAC teams in India, Southeast Asia, Australia, and ANZ Channels & Alliances to successfully implement the Fortinet Engage Partner Program
- Develop, construct, and oversee Partner Programs, including enhancements to the Fortinet Engage Partner Program
- Identify and provide timely escalations of risks/ issues to facilitate decision-making
- Onboard eligible partners and conduct assessments to evaluate their eligibility
- Create comprehensive documentation of policies and processes to support all aspects of the program, including field and channel rules of engagement, ensuring global implementation
- Design and launch field enablement initiatives focused on the Partner Program, Rules of Engagement, Deal Registration, and How to Partner, collaborating with the Field
- Gather and manage feedback from channel partners to continually update and improve the Channel Program roadmap
- Collaborate cross-functionally with sales operations, marketing, finance, enablement, and technical teams to secure, operationalize, and manage all committed benefits for partners
- Establish and monitor program metrics, conducting biannual compliance processes with onboarded partners
- Collaborate with Fortinet Subject Matter Experts to propose, design, and manage quarterly training sessions for the Fortinet Engage Partner Program for APAC, AMER, LATAM and APAC
Senior Service Relationship Manager
Fortinet
10.2019 - 03.2023
- Malaysia – KL, Malaysia (Macquarie Cloud, Macquarie Government, Macquarie Telco, Telkomsel IT & Network, Citic Telecom International, Singtel Enterprise, Singtel IPTV, Starhub, Smart Communications)
- Manage all escalations from receipt to a successful conclusion, ensuring all relevant parties are available to resolve the customer’s requirement
- Manages the customer on-boarding process including the creation of support plans, escalation
- Build executive/senior relationships within customer and under customer’s business practices/procedures, business drivers and corporate culture
- Maintain an intimate understanding of Fortinet support and service capabilities and limitations
- Reporting: Provide weekly and quarterly updates to the customer
- Producing weekly KPI for ANZ and APAC for internal
Senior Field Support Manager
TH and PH, Oracle Malaysia, KL
03.2018 - 09.2019
- Provided guidance to direct reports of 11 in the regions
- In country escalation point for hardware, cloud and Oracle database
- Interfaced with customer’s C level to manage their expectations
- Ensured all resources are utilized and participated in country cloud installation for new customers
- Worked with senior manager/Country Manager and other peer for strategy development and execution planning
- Communicated financial and goal results and KPI into their appraisal
- Collaborated close with services to ensure correct pipeline so resources planning for Pakistan, Sri Lanka, Bangladesh, Myanmar, Cambodia and Vietnam
- Time to time optimize the resources based on the utilization
- Managed portfolio total 50 million direct support contract for 3 countries
- Managed Oracle’s partners CTC and ABS for strategic goals, performance and business growth
Customer Operations Manager
Cisco Services
10.2015 - 02.2017
- (TM, Celcom Axiata, Maxis)– KL, Malaysia
- Engaged with customers (CXO) and validate that delivered services meet contracted customer requirements and expectations
- Outlined/scoped potential new services offered and proposals that expand Cisco's ability to serve the customers
- Organized and presented CXO) executive QBR and reviews with customers executive
- Supported the planning activities for Services Engagement Managers and Solutions Integration Architects
- Successfully renewed ~20 million support contract for 3 years
- Led 3 operations managers (2 MY, 1 China) and 5 engineers to support local customer in Malaysia
- Led in country Services for day 2 support inclusive RFP, new customer and contract renewal
Geo Lead High Touch Operations Manager
Cisco Services
05.2012 - 10.2015
- Led, Mentored & Supervised technical support team, High Operations Manager and High Touch Engineer
- Identified the development needs and opportunities of team and coaches the team to improve skills within Asia
- Upsell total 20 million products and services and extended another 3 years contract worth 25mil contract
- Directly responsible for ensuring that the department meets the required performance metrics and other customers focused goal or KPI
- Received inbound technical/non-technical support escalations from customer executive level
- Research and resolved customer inquiries including customer follow up and appropriate escalation when necessary
- Handled complaints, settles, disputes and resolve grievances and conflicts
- Assisted services team to provide High Touch Services in Thailand (AIS & TOT) and Malaysia (Celcom, YTL, TM & Maybank)
- Managed to show value to Bank of America
- Add on additional 100k USD to dedicate operations manager (headcount)
- Primary contact to negotiate and articulated value to Celcom Axiata – 30 mil contract renewal
Touch Operations Manager
High, Cisco Services
06.2010 - 04.2012
- KL, Malaysia (Celcom Axiata, YTL and Bank of America APAC)
- Managed to convince customer to add on out of scope services USD 4.6 mil (upsell)
- Convinced customer to adopt ITIL (security and change management)
- Development change process for customer, handover process from projects
- Ensured smooth functioning of customer interfaces
- Ensured proper delivery and sales of product and services solutions
- Identified need for and assist with creation of customer training
- Acted as “business driver” to improve customer’s internal management
- Represented customer needs to Cisco post-sales support teams and applicable organization
- Presented operational issues/activities, customer satisfaction and gap analysis to customer and internal Cisco personnel
- Provided customer with updates on “hot” or escalated issues
- Coordinated and conducted weekly conference calls to provide status reports to customer
- Created and presented quarterly reports to CxO levels with analysis of customer’s support needs
- Delivered 100% SLA on services or zero services interruption.
Network Support Manager
Ericsson Malaysia – KL
03.2009 - 05.2010
- Reduced 3rd party contract 20% by retendered existing contract (Sun, HP, Cisco, Juniper, F5)
- P&L improvement, planned for training local and oversea for engineers’ career development
- Delegated day to day operations tasks to team lead (VAS, IP, Service Desk, OSS)
- Conducted yearly performance appraisal
- Awarded top 3 managers in Southeast Asia Market Unit
- Built relationship with customers and regular catch up with executive directors
- Successfully reduced 40% Opex by rolled out network solutions and increased internet speed to external customers
- Escalation point of contact for Celcom Axiata, Axiata Group CTO
Network Support Engineer
Ericsson Malaysia
08.2008 - 02.2009
- Successfully presented RCA to Celcom Axiata, C level and swap out Huawei of circuit core contract 20 million
- Provided technical support to Umobile, Celcom Axiata & Digi mobile packet backbone for CS core
- Handled and coordinated 3rd party products Cisco, Juniper, Extreme, Sun etc
- Provided technical support, fault investigation, troubleshooting and consultation for Ericsson’s products such as EMA, EMM, MSS switching, GGSN, SGSN and Firewall
- Presented RCA to customer and improvement plan
Network Consultant
Ericsson Expertise Centre
11.2007 - 08.2008
- Performed network design for GSM, GPSR and 3G in accordance to customers’ requirements and Ericsson Service Delivery process
- Performed necessary follow up to ensure proper customer acceptance in solution & design guideline
- Performed post design support and clarification during integration stage as hand over practice
- Supported key account management team by conducting presentations and workshop internally and externally
Education
Bachelor of Science - Computer Information System
Southwest Missouri State University
Springfield, Missouri 01.1998 - 05.2002
Skills
Business Improvement processundefined
Certification
Cisco Certified Network Associate 2003-20015
Awards
President’s Club 2021
Fortinet 2021 – Outstanding contribution to Fortinet’s success
Significant Contribution Award 2020 1st Half
Fortinet – SEAHK Region Jul 2020
Advanced Services Award 2020 3rd Quarter
Fortinet – SEAHK Region
Oracle Pacesetters Award FY19
Asean - Same Day Reduction from 30% to 21% to achieve cost leadership FY19Q2
FY16 Global Services Providers Asean All Hands
FY16 1H Service and Solution Win Celcom Axiata Malaysia IT Network Master Service Agreement value 19 million contract
Asia Services FY12 Year Award - August
Vice President, Asia Cisco Services
Customer Success
Most Valuable Player Winner - Asia
Director - FTS Asia , Manager - FTS Asia
In recognition of your invaluable contributions and leadership that positively impact our customers and FTS Asia FY 12
Cisco GSX FY-12 Asia Awards and Recognition November 2011
Cisco Services (Asia Sales and Services)
Outstanding contributions & set benchmark for high-performance culture across business
Cisco CAP Award December 2011
Cisco Services
Achievement Program – Outstanding Performance
Pinnacle Award
Cisco Services
Cisco elected best partner by Celcom CEO
Market Recognition September 2011
Cisco Services Best Partner Award 2011 from Celcom Axiata CEO (from customer)
Celcom Axiata - CEO
Cisco Services in recognition as The Best Partner Award 2011
Cisco Services - APJC SVP
HTOM/HTE has been instrumental in bringing the best of Cisco Services and showcasing it to Celcom. This resulted in Celcom also awarding Cisco the best partner of the year, ahead of Huawei and Ericsson. Wai Mun and
Clarence’s execution in terms of a Day 2 delivery is world class, which includes a weekly step into the CTO’s office just to update him on Cisco activities (not expected of them but it gets the right message across!)
Execution Award March 2011
Cisco Services
The Celcom FTS team, for winning Customer Trust
Cisco CAP Award Feb 2011
Cisco Services
Achievement Program – Outstanding Performance
Cisco CAP Award Dec 2010
Cisco Services
Achievement Program – Outstanding Performance
Cisco APCJ TS Star Award Nov 2010
Cisco TS - Technical Support SVP
Customer Success
In recognition to the work performed by triggering the country sales team to conduct a Starent technology sharing day, putting in place a product roadmap strategy, producing a technology refresh plan and continuously striving to put Cisco at the forefront of Celcom Malaysia’s network expansion initiatives
Certificate of Appreciation from Ericsson Local Support for Outstanding Performance and Excellent Support in Celcom October 2009
Top Talented Employee
Ericsson Malaysia Sdn Bhd.
Elected top 5 and talented employees in Ericsson and interviewed by Reader Digest Malaysia 2009
Certificate of Appreciation from Ericsson Local Support for Outstanding Performance and Excellent Support in Celcom Awarded Lead
Generation for add-on sales value of deal MYR 20 million for Ericsson Marketing Unit South East Asia August 2008
Certificate of Recognition from GSDC Malaysia in Recognition & Appreciation for self-initiative and outstanding performance
May 2008
Timeline
Ciso Certified Routing & Switching 2015 Written
03-2023
Fortinet Network Security Expert Level 4
03-2023
Program Manager | Partner
Fortinet
01.2023 - Current
NSE 7 Network Security Architect
07-2022
Senior Service Relationship Manager
Fortinet
10.2019 - 03.2023
Senior Field Support Manager
TH and PH, Oracle Malaysia, KL
03.2018 - 09.2019
RHEL 7 training certificates
10-2016
Customer Operations Manager
Cisco Services
10.2015 - 02.2017
Geo Lead High Touch Operations Manager
Cisco Services
05.2012 - 10.2015
ITIL v3 2010
09-2010
Touch Operations Manager
High, Cisco Services
06.2010 - 04.2012
Network Support Manager
Ericsson Malaysia – KL
03.2009 - 05.2010
Juniper Network Certified Internet Associate, Enterprise Switching
09-2008
Network Support Engineer
Ericsson Malaysia
08.2008 - 02.2009
Network Consultant
Ericsson Expertise Centre
11.2007 - 08.2008
Cisco Certified Network Professional 2003-2015
07-2003
Cisco Certified Network Associate 2003-20015
01-2003
Bachelor of Science - Computer Information System
Southwest Missouri State University
01.1998 - 05.2002
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