Data Center Operations Team Lead Resume Example Air Products & Chemicals

DATA CENTER OPERATIONS TEAM LEAD

Summary

A dedicated Team Lead for Data Center Operations
Dedicated and well-versed in analyzing and mitigating risk and finding cost-effective solutions. Excels at boosting performance and productivity by establishing realistic goals and enforcing deadlines
A team player and able to lead and motivate team members
Have good analytical and problem solving skills
Able to resolve complex issues on both PC and Windows based platforms with19years experience in handling IT landings/projects, troubleshooting, setup and service requests.

Summary of Skills

Achievements

Exceeded monthly goals by successfully handling more than 30 incident tickets per week.
Promoted to Data Center Operations Team Lead
Multiple technical awards for work performance.
Performed root cause analysis to identify system errors and improve accuracy by 20%.
Received award for customer service recognition and ability to work well with the other team members.

Experience

Data Center Operations Team LeadMay 2015 to Current
Air Products & Chemicals － Kuala Lumpur, Selangor

Lead a cross-functional team of 2 Service Availability Managers and 6 Data Center analyst to ensure issues are resolved in a timely manner within SLA and escalation to support teams are contacted with resolutions.
Implement process improvements and drive automation efforts
Establish Subject Matter Experts and training plans
Lead Data Center Operations project landings, transitions and making sure that all data center operations analyst & service availability managers are trained to support before landings go live.
Set individual goals and performance objective, career progress, training/coaching for all team members to be fully competent on their jobs.
Conduct performance appraisal for all team members
Involve in maintaining cost reduction , budget expenditure and operational costs for the team

Senior Technical SpecialistMay 2011 to Apr 2016
Air Products & Chemicals － Kuala Lumpur, Selangor

Provided thorough support and problem resolution Air Products internal clients globally which include 2 & 3rd level technical support.
Troubleshoot boot up, desktop, and connectivity issues for the MS Windows environment including Win2000, Windows XP, Vista, Windows 7, and Server 2008 in the virtual environment, under the Air Products customized Standard Desktop loads, including slow response, errors, blue screens, Security, Internet/Intranet, webcast and office applications.
Team problem manager to review problem records, approval, workaround and root cause analysis

GI-D Operations Client Tech Lead - Shell AccountJul 2008 to Apr 2011
Hewlett Packard － Kuala Lumpur, Selangor

Provide 3rd level technical support to Shell clients global.
Assist lower level IT Analysts with non-documented issues and incident escalations
Provide basic high-level troubleshooting by verbal instruction or taking ownership of the issue.
Involved in storage project's moving & migrate user profiles across to new platform involving change management, planning and implementation.
Perform script testing for scripts to be deployed globally.
Work with Microsoft to resolve issues.
Provide technical training to new recruits

GI-D Ops Client engineerNov 2004 to Jun 2008
Shell IT International － Cyberjaya, Selangor

Provide 3rd level technical support to Shell clients global.
Assist lower level IT Analysts with non-documented issues and incident escalations.
Provide basic to high-level troubleshooting
Managing testing lab resources & devices.
Resolve situation problems and performing duties as a pager holder engineer.
Diagnose & troubleshoot client desktop related problems.
Problem management manager for team involvement in Global crisis situations.

Resume Overview

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