May 2024 – Apr 2026
Manager, Global Support E&L and NAM (Customer Support Manager)
Accedo.tv · London, UK
Lead global IT service support operations (4 direct reports) for 8 enterprise
clients across EMEA & NAM. Manage customer expectations and stakeholder
communications to ensure SLA compliance above 95%. Partner with Sales to create
service management proposals and cost models, improving profitability. Implement
continuous service improvements, enhancing client satisfaction scores.
May 2022 – Apr 2024
Manager, Global Support E&L UK (Customer Support Manager)
Accedo.tv · London, UK
Coordinated cross-regional IT service teams supporting OTT clients across EMEA.
Streamlined troubleshooting and escalation processes, reducing issue resolution
time by 20%. Improved customer communication, reducing escalations and
strengthening client trust.
May 2020 – Apr 2022
Senior Service Manager
Accedo.tv · London, UK
Directed end-to-end project management of a new customer support portal. Applied
Agile methodology to accelerate delivery, improving customer experience. Managed
change requests and communicated impacts to stakeholders effectively.
Jul 2017 – May 2020
Service Manager
Accedo.tv · Hong Kong
Served as single point of contact (SPOC) for strategic clients, ensuring issues
were logged, tracked, and resolved. Managed client expectations for release
schedules and coordinated production rollouts. Collaborated with project
managers and engineers to allocate resources and deliver fixes within SLA.
Jul 2014 – Jul 2017
System Analyst
Wheelock Properties (Hong Kong) Limited · Hong Kong
Managed IT infrastructure and application projects, including HR Management
System and Secure Server Farm. Led vendor selection and managed project budgets,
ensuring cost-effective delivery. Created project plans and status reports,
aligning stakeholders and management on timelines. Delivered end-user training
and developed knowledge base documentation.
Mar 2011 – Jul 2014
Associate Technical Business Analyst
Time Warner Hong Kong Limited · Hong Kong
Delivered enterprise IT solutions including Digital Library and VOD Management
Systems. Managed Agile project cycles with 2-week sprints, improving delivery
speed and responsiveness. Conducted proof-of-concepts for emerging technologies,
achieving time and cost savings. Coordinated multi-regional deployments and
implemented ongoing IT service support models.
Mar 2006 – Feb 2011
System Engineer – Infrastructure Service
Time Warner Hong Kong Limited · Hong Kong
Infrastructure role preceding an internal transfer into the Associate Technical
Business Analyst position above.
- Acted as project manager on a USD 350K, ~90TB FC storage upgrade — owned budget calculation, storage forecasting, implementation schedule and data migration.
- Upgraded Internet egress from a single ISP to dual-homed ISPs, and delivered a 25-access-point Wi-Fi rollout across 10 floors at Oxford House.
- Served as VMware subject matter expert — grew the VM farm from 4 to 16 ESX servers (100 to 300 VMs) and led the upgrade from VMware Infrastructure 3.5 to vSphere.
- Administered all Linux servers (web, email, database, DNS, application), plus PeopleSoft and a TV broadcasting traffic system (Perspective) migration from HP-UX to Linux.
- Ran network operations on regional switches and Internet routers, backup operations and data centre maintenance, and general user/server support.
- Implemented an EV cooperate file server for cost efficiency and an EDM (email direct marketing) infrastructure.
Jul 2004 – Mar 2006
System Engineer
ESD Services Limited · Hong Kong
Local company providing a web portal for Hong Kong government services and
online shopping.
- Administered all Linux servers (web, email, database, DNS, application) supporting online shopping and registration platforms.
- Provided secondary network support for Priceline, including Cisco PIX firewall rule changes, load balancer and VPN client configuration.
- Upgraded three Checkpoint Firewalls (4.0 → NG R55 with Application Intelligence) and the RSA Token Server (to v6.1).
- Delivered client PC user support.
Jun 2001 – Jul 2004
Network Engineer
Prisms Systems International Holdings Ltd. · Hong Kong
Local company providing VoIP services for IDD companies.
- Administered email and web servers as a daily operational duty.
- Designed and set up WAN/LAN connectivity to China and Thailand.
- Set up and maintained VoIP infrastructure (Clarent and Lucent) for the company's IDD VoIP services.