Tatung University

Senior Manager at Trend Micro

Provide excellent service by identifying key business issues, determining business needs on workplace IT infrastructure and Help Desk, hand-on leading the team to deliver the solution, then managing and monitoring the service and achieve highest possible internal user satisfaction. In responsible for effectively managing the team and its relationships with internal stakeholders and vendors to ensure exceptional performance. Also responsible for managing the security of the company’s office IT infrastructure across Americas.

To supervises other professionals then make recommendations as to their interviewing, hiring, promotion, evaluations, supervision and termination as needed. By manages 14 employees: Helpdesk Analysts and IT System Engineers / Sr. IT System Engineers. Also, exercises great discretion over the daily management of the company’s IT operational activities for a specific global region. To oversee all phases of Trend Micro’s Edge Operations and has managerial authority to make decisions related to aspect(s) of this function. Also directs and administers 100% of the IT department’s budget in order to carry out these managerial job duties.

Trend Micro

Senior Manager

To focus on strategic development of all aspects of the global facilities, including managing staffing requirements, optimizing processes and technology, and ensuring a high availability platform. The responsibility of Global Operations will also work closely with the infra executive staff in NABU, EMEA, China and decision makers in other departments in order to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the global organization.

Strategy & Planning 

Work with stakeholders to define business and systems requirements for new technology implementations.
Work with different business units at the management level to align with business.
Ensure the efficient utilization of operation/infra resources – including personnel and equipment – across multiple global locations.
Oversee all reports and documentation related to infra and systems operations.
Ensure best practices are established for effective problem resolution for a high availability, 24/7, global environment.
Develop, implement, and maintain all key global functional policies and procedures, including those for network architecture, data centers, standards, purchasing, monitoring, and service provision.
 

Operational Management 

Practice asset management for infra hardware, software, and equipment.
Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions across multiple global locations.
Ensure change management practices conform to organization-wide standards.
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent infra activities.
Assist in the provisioning of end-user services, including help desk and technical support services.

Managing for a proven infrastructure and compute technology team with strong technical understanding with the drive and vision to take TrendMicro Data Center Operations to the next level and have experience managing people with varying skill sets, creating, tracking and controlling budgets, devising strategies, mentoring people in all levels, sponsoring projects, managing work queues and driving SLA improvements. 

Responsible for TrendMicro's Edge Operations. These geographically distributed sites consist of multiple colocation data centers. Some high-level responsibilities include:
•	Be the focal point for any issues within the cluster and drive SLA improvements to all the services
•	Ensure the DCS Datacenter infrastructure is managed to fulfill business needs through ongoing maintenance and support
•	Ensure that the service incidents and service/change requests are being fulfilled and resolved in a timely manner
•	Ensure infrastructure availability, stability, identify and escalate issues
•	Ensure that maximum availability is achieved through proactive programs across all domains
•	Routinely review events for patterns and address problems accordingly
•	Coordinate change management resources
•	Guide, train and educate data staff on the best practices related to all service owner issues
•	Manage front line managers and senior engineers
•	Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs
•	Manage a diverse team of data technicians with varying skills
•	Provide weekly/monthly report to the upper manager
•	Maintain the on-call schedule coordinating absence and vacations
•	Recruit managers and engineers to ensure appropriate staffing levels

Manager

Over 3.5 years of experience in Trend Micro could services. Professional with extensive delivery management, project management, and datacenter management knowledge. Proven track record of achieving revenue growth annually and exceed customer expectations. Experience with managing projects internal R&D and company core technical team. Excellent management skills with an emphasis on effectively managing risks on high-to-critical level projects.

•	Handling USD$3M RD service project for switch over new DC without any downtime (over 50 team members joined to the project)
•	Project manager and delivery manager for internal R&D project up to TWD$10M in annualized project leveraging PMI, ITIL, and Agile methodologies. 
•	Accomplished project manager with experience in management and implementation of full lifecycle (PDLC) enterprise scale agile projects interfacing with clients during all phases of project lifecycle. 
•	Adept at project planning, scoping, estimation, tracking, implementing project plans with fixed budgets and deadlines, defining best practices for project PDLC application development. 
•	Responsible for leading projects with offshore and onsite teams as well as mentoring and coaching team members in business processes and customer management. 
•	Solid, proven experience in disaster recovery planning, infrastructure management, metrics analysis, and improvement of standards.

Technical Project Manager

Perform multifaceted role as senior level IT project manager overseeing Global Branch Office that included 25 sites in eleven country. Managed group of eight direct reports, tasked with ensuring system continuity and optimal uptime for user population of 20,000. Held fiscal responsibility functional areas of hiring, training, mentoring, performance appraisals and career development for department. Environment consisted of more than 150 Windows Servers, 100 UNIX and 40 Linux servers. Actively tracked reports and maintained server uptime of 99.8 or better. Frequently traveled to offices to facilitate installation of applications, system upgrades, and to collaborate with partners to discuss opportunities to improve process. Decision-making authority for all Change Controls region-wide. Progressed quickly through organization through tenure, hired to implement new Global Monitoring Center, promoted to manage overall IT system and then to position ”Change Management”, “Disk Capacity” and “Service Availability” for the company in addition to “Best Practices” for Global Branch Office.

•	Standardized network management and monitoring tools across the organization to provide real-time alerting leading to greater uptime and increased security.   Drafted and implemented policies and procedures regarding network equipment, maintenance, and monitoring. 
•	Reduced corporate communications costs by 40% through effective vendor management, contract negotiations and convergence of technical solutions. 
•	Developed and managed a $1million budget for global IT department. 
•	Estimated project costs, prepared project plans and status reports.  Led the development of requisitions, bids, and specifications, and the negotiation, administration, and evaluation of contracts for equipment and services.

MiTAC International Corp.

IT Senior Project Engineer

Directed operation of large-scale email migration of 40 servers, 20k users and team of five support personnel. Held full management responsibility over department, including hiring, training, team performance and career development objectives for personnel. Oversaw daily support of servers, hardware, software, and email in addition to contributing expertise in decision making for future of technology use at firm. Managed annual department budget of over AUD$500K.

•	Delivered AUD$ 20K in annual saving by transitioning support functions from outside consulting firm to internal personnel. Successfully achieved objective within six-month window.
•	Recommended purchase of new motherboards as an alternative to replacing desktop equipment, saving AUD$60K by upgrading 40 existing machines.
•	Facilitated lease agreement for employee laptops, preventing new purchase and financing on new equipment up hire of each new employee.
•	Actively researched, evaluated and implemented Remote Communication package (OCS) for “Work at Home Project”.

IT System Manager

Manage numerous critical projects and direct a team of System Administrators to oversee the addition of 127 new servers, 16 major software products, and clients at 15 colleges in a multiplatform LAN/WAN environment. Maintain support for leading edge technology, large-scale, mission-critical integrations, and enterprise system. Serve as a resource and the primary point of contact for technical staff and vendors. Provide design, configuration, testing, implementation, and ongoing management of the re-hosted produces and system that serve the entire company. Coordinate the work of the entire technical team as well as staff in the other department. Mentor System Administrators in troubleshooting system problem and deploying or upgrading software/ hardware at eleven sites.

•	Played instrumental role in successful deployment of Windows 5.5 and subsequent migrations to Windows 2003 AD, Exchange 5.5 and subsequent migration to Exchange 2003, 2007 and 2010.
•	Designed and implemented modifications to Windows system to improve reliability and performance.
•	Improved efficiency of the inventory/ purchasing process and controlled costs by centralizing information.
•	Served as a key member in research, design, and technologies of new system and applications.
•	Established and instituted policies, procedures, and technologies to migrate corporate security risks.
•	Received recognition and bonuses for accomplishments in managing complex, time-sensitive projects.

Sunny Ho