ser swee yen stephanie - v1.2

Resume

Particulars

Accomplished technical professional with nearly 17 years of experience leading complex projects and managing cross-functional resources

Experience in Operational Management, Operational Stability and handling extremely high pressure government hosting environments

ITILv3 Expert, Sun Solaris, Middleware and with more than 17 years experiences in IT infrastructure Project management, Operations Management and Service Delivery Management with NCS and SingTel

Experience in develop the Cloud Operation Delivery Services and Cloud Managed Services Service Definition. Liaise with for the Government agency to, gather and translate customer’s requirement to provide recommendations and solutions for both IT infrastructure and Cloud Computing Services.

Establish Facilities Management Product Service Definition for delivery Managed Services to government Service Wide agency

Project Management experiences includesa) Responsible for the project management throughout the entire project lifecycle.

b) Lead cross-functional technical expertise (Microsoft Windows AD/Exchange/Lync, VMWare, SharePoint, Storage, Backup & Recovery, Network and Security) projects of various scale. Adjust, plan and manage project timelines and resources for target implementation schedules and the project life cycles.

c) Evaluate and determine project performance and forecasting results in order to provide comments and recommendations to management.

d) Work with project sponsors, functional manager & technical team to translate high level statement of work into detailed project activity or specifications

Service Delivery Management experiences includesa) Responsible for overall management of the day to day IT infrastructure operations and

services. Manage IT infra such as Managed Hosting Solutions/Services, Servers, Datacentre, end to end infra services which includes server, network, virtualization, storage, hosting, etc.

b) Liaise with customer and ensure that SLA is met, review existing SLA and provide recommendation on how to improve the SLA and operation processes.

c) Responsible for incident resolution, problem management, configuration and change management, service desk, security management and monitoring, capacity planning, availability management, and routine update of services.

Employment History

Period Appointment/Organisation03 Nov 2008 - Current Senior Service Delivery Manager (LTA-VRLS)

Senior Service Delivery Manager (Agency FM) Senior Service Delivery Manager (G-Cloud)

01 Jul 2001 - 02 Nov 2008 Systems Manager / Ecquaria Technologies Pte Ltd01-Apr-2000 – 01-Jul-2001 Systems Engineer / NCS Pte Ltd 01-Apr-1997 – 31-Mar-2000 Systems Engineer / Applied Business Systems Sdn

Curriculum Vitae of Ser Swee Yen Stephanie

Bhd

Key Experiences and Specialization

Years of Experience : 17

Years in IT/Comm Eng : 17

Areas of Specialization : Service Management Project ManagementCloud Operation Management IDC Solutioning and consultancy support

Domain Expertise : Government Sector

Technology Expertise : Cloud Technology Stack Application Server/Sun Java System Application Server

Enterprise Edition Application Server/WebLogic Server Application Server/WebSphere Application Server Application Testing/Mercury Load-Runner/JMeter Backup Solution/Veritas - Enterprise Netbackup Clustering Technology/Veritas Cluster Database/IBM DB2 UDB Database/Oracle Database/Oracle Real Application Clusters (RAC) / Oracle

Parallel Server (OPS) Desktop Security/SSH Solution Load Balancer/F5 Application Switch Operating Systems - Unix/SUN - Solaris Reporting/JReport Web Server/Sun i-Planet Web Server

of 21


Operation / Project Experiences

Designation : Senior Service Delivery Manager

Roles Performed

: Project Manager and Senior Technical Service Manager

Duration : 01-Jun-2015 to Present

Project 1 : Land Transport Authority - “Vehicle Registration Licensing System” (VRLS)

Project Description : The Vehicle Registration & Licensing System (VRL) is used by the public users, government agencies, motor dealers, law firms, town councils, road tax collection centres,inspection centres and the Authority’s counters to perform vehicle related transactions

Perform Data Center Relocation for critical and complex system which include 6 months relocation planning and 48 hours actual execution. Complete the major system Tech Refresh within 12 months with minimum impact / no impact to existing Operation and provide Operation Support of the System until Year 2020

Period : 01-Jun-2015 to 31-Oct-2020

Position/Role : Senior Service Delivery Manager

Responsibilities : Overall accountable to implement, manage the infrastructure upgrade and security enhancement for the VRLS System

Overall accountable for the project service level Review progress and provide tactical and operation direction to meet

project requirement Set priorities and resolve conflicts and issues Manage project risks

Designation : Senior Service Delivery Manager

Roles Performed

: Service Delivery Management for Agency Facilities Management

Duration : 01-Dec-2014 to Present

Project 2 : Agencies Facilities Management

Project Description : Provide agency FM support services for Government Agency

Period : December 2014 – Present

Position/Role : Senior Service Delivery Manager / Project Director

of 21


Project 2 : Agencies Facilities Management

Responsibilities : Overall accountable for the project service level Approve scope and objectives, including schedule and budgets Review progress and provide strategic direction Set priorities and resolve conflicts and issues Manage project risks

Designation : Senior Service Delivery Manager / Service Improvement Team Manager

Roles Performed

: Service Delivery Management for Cloud Service Provider/Tenant Facilities Management

Duration : 08-Nov-2008 to 01-Nov-2014

Project 3 : SingTel – G-Cloud

Project Description : Singapore Government Cloud that provides a resilient and secure ICT shared environment that allows government agencies to procure computing resources on-demand as IaaS.

Develop Cloud Platform which include Security Services and associate supporting services (Backup , SSL, SFTP, NAM, GWSX), which allow agency to activate VMs and associate services to host the e-Services. Provide Tenant FM services to agency to manage their respective VMs

Period : Jun 2011 – November 2014

Position/Role : Senior Service Delivery Manager

of 21


Project 3 : SingTel – G-Cloud

Responsibilities : Provide guidance to the project team to achieve successful and on-time delivery of the project based on the approved schedule, resources and scope objectives.

Prepare and Maintain project plans and track all activities against the plan, providing regular and accurate reports to internal management and customer management.

Monitor and control allocated manpower, associated revenue costs and all capital costs against the project budget.

Assess the impact of changes to the projects on costs, schedule, resources and report these to project sponsors.

Prepare service management framework and policy for the 5 years operational support maintenance project.

Provide Service Delivery Operation Support and ensure stability and timely delivery of Tenant FM projects

Support G-Cloud Programme Office to conduct Agencies Briefing

Conduct Service Review Meetings; areas covered will include performance reports, service improvements, quality and processes.

Ensure transfer of knowledge to other staff to ensure the customers systems are understood. Monitoring overall performance of services. Ensure clients are notified on time-to-time of any possible disruption to services provided by the provisioning team.

Ensure all staff members are fully capable in their positions through continuous training and monitoring of KPI’s. To liaise with the Production support teams in setting up and documenting standards for implementation of new technology within the environment. Mitigating and resolving escalations with urgency and determination. Ongoing engagement with customers regarding product, technology, and service information, supportability issues, and support lifecycle plans. To constantly assess customer feedback and make the necessary improvements.

Prepared the OPEX / CAPEX to establish the Business Case and track the chargeback scheme with the backend support team

Project 4 : NCS – Department of Statistics (DOS) / Ministry Trade of Industry (MTI)

Project Description : Provide onsite Facilities Management Services for Department of Statistics and Ministry Trade of Industry

Period : 15 Jul 2009 - 01 Jun 2011

Position/Role : Technical Service Manager

of 21


Project 4 : NCS – Department of Statistics (DOS) / Ministry Trade of Industry (MTI)

Responsibilities : Responsible for overall management of the day to day IT infrastructure operations and services for agency

Liaise with customer and ensure that SLA is met, review existing SLA and provide recommendation on how to improve the SLA and operation processes.

Responsible for incident resolution, problem management, configuration and change management, service desk, security management and monitoring, capacity planning, availability management, and routine update of services.

Identify Process Gaps, Risk Measures and advise Programme Management Office of according Counter Measures.

Formalize the escalation / training and support plan

Analyse and review the Disaster Recovery Plan

Conduct Technical Refresh and product migration roadmap for agency for server and services consolidation which worth of 2Mil

Perform server audits proactively and reactively, applying remedies to prevent problems from reoccurring. Investigate and perform root cause analysis on production infrastructure issues and recommend short and long term remediation activities, following change management as per policy without downtime or impact on availability.

Project 5 : NCS - SSC IT INFRA FOR 1ST ASIAN YOUTH GAMES 2009

Project Description : Provide Hosting Services and Operational Services to support AYG - Asian Youth Games Project as Disaster Recovery Site for business continuity

Period : 01 Apr 2009 - 15 Jul 2009

Position/Role : Technical Service Manager

Responsibilities : Managing team to implement network infrastructure and servers for hosting in the Primary Site (DC@NCS Hub) and DR Site (DRC@Chadwick)

Provide IT operational support during the games period) Implement Backup Solution for AYG Project

Analyse and review the Disaster Recovery Plan

Formalize the escalation and support plan

of 21


Project 6 : NCS - RAPL DC Hosting to SIAEC

Project Description : Provide Hosting environment, implementation and managed services to Russell Adams to host the airline MRO system.

MRO System is used for aircraft fleet technical management and component Inventory technical management with ability to perform planning, monitoring and execution of due tasks for compliance to aviation authorities.

Period : 01 Feb 2009 - 31 May 2014

Position/Role : Project Manager / Technical Service Manager

Responsibilities : Project Implementation Services to setup an infrastructure for Russell Adams to host the MRO flight logistic system

Provide Service Delivery Operation Support and ensure stability and timely delivery of the system

Reviewed infrastructure which runs on Windows Platform, Cluster MsSQL Database Server, Citrix Application Server, Active Directory and Backup Exec Server.

Perform review and ensure hosting environment as per standards and optimize efficient working of all servers according to performance standards.

Provide 5 years operational support services which consist of Managed Server Services Managed Backup Services Managed Network Services Managed Database Services Monitoring Services Project Management Services

of 21


Designation : Systems Manager

Roles Performed

: Project Delivery and Operation Management

Duration : 01 Jul 2001 - 02 Nov 2008

Project 7 : Ecquaria - Lifelong Learning for Lifelong Employability (L3E) System (WDA of Singapore)

Project Description : Setup system infrastructure to host the Lifelong Learning for Lifelong employability application system which promoting enterprise productivity

Period : 01 May 2008 - 31 Oct 2008

Position/Role : Systems Manager

Responsibilities : Project Implementation Services to setup an infrastructure

Design and implement solution for external clients involving IBM AIX, Oracle RAC with ASM and Raw File System, Jboss, Urchin, SSH Tectia, Batch/Pro Print, easyPDF, Netrust Authentication Module, Web Services and BIG-IP implementation

Managed external vendor on the NAM Authentication integration and ensure stability and timely delivery of the system

Perform performance testing and fine tune infrastructure to meet the response time/concurrent user requirement as stated in the tender specification

Project 8 : Ecquaria-KMS-KIDU Management System (Bhutan Royal Family)

Project Description : Overseas government initiative; Provide consultancy to setup data center and infrastructure to host the KMS (KIDU Management System) for keeping track the bhutan citizen welfare system

Period : 01 Feb 2008 - 31 Oct 2008


Responsibilities : Provide consultancy to the IT Royal Advisory Council to setup Data Center at the Royal Office

Provide consultancy services for setting up an infrastructure to host KMS System which runs on openstack software Jboss, mySQL

Work with the Bhutan System Engineer team on vendor supporting sourcing on the post implementation support

of 21


Project 9 : Ecquaria - ictQATAR - QSP - Qatar Service Platform

Project Description : Setup ictQatar – a standardize application system platform for hosting Qatar Government eServices.

Period : 01 Sep 2007 - 31 Oct 2008

Position/Role : Technical Project Manager

Responsibilities : Project Implementation Services to setup an infrastructure for ictQatar which leveraging on AIX ; Websphere App Server and Db2

Provide consultancy and handover session to the local engineer to setup and configuring Websphere deployment manager, edge server, Cell, Node and Node Agent to form a Cluster node to deploy ictQatar Service Platform

Involve in the database implementation and work with the DB2 DBA for schema and database creation

Perform performance test to ensure the ictQatar Service Platform able to meet the response time as stated in the Tender Specification

Provide technical and operation post implementation support to local engineer as Level 1 support

Project 10 : Ecquaria-STIX-BassTicketing System (BASS Australia)

Project Description : STIX-BASS-Australia a comprehensive ticketing system that will help SISTIC to simplify ticket purchase by promoters and customers, gain greater visibility into SISTIC’s ticketing business, make informed, real-time business decisions and enhance service delivery.

Period : 01 May 2007 - 31 Oct 2008


Responsibilities : Project Implementation Services to setup an infrastructure for Bass STIX System hosted in Australia

Perform Technical Refresh to migrate the system from iPlanet 6.5 to SunOne Application Server Version 8

Assist in 10G RAC database implementation

Perform performance test to ensure the STIX Application System able to meet the response time as stated in the Tender Specification


of 21


Project 11 : Ecquaria-STIX Ticketing System (SISTIC of Singapore) Phase 3

Project Description : Singapore -STIX a comprehensive ticketing system that will help SISTIC to simplify ticket purchase by promoters and customers, gain greater visibility into SISTIC’s ticketing business, make informed, real-time business decisions and enhance service delivery.

Period : 01 Apr 2007 - 31 Oct 2008


Responsibilities : Project Implementation Services to setup an infrastructure for Bass STIX System hosted in Australia

Perform Technical Refresh to migrate the system from iPlanet 6.5 to SunOne Application Server Version 8

Conduct assessment and migration planning with STIX System Manager to migrate the the application within the stipulated downtime

Assist in 10G RAC database implementation

Perform performance test to ensure the STIX Application System able to meet the response time as stated in the Tender Specification


Project 12 : Ecquaria - eWeb (Singapore Police Force)

Project Description : Setup a application infrastructure on SPF existing environment to host the eWeb Application which integrate with application hosted in PSi Infrastructure

Period : 01 Feb 2006 - 31 Oct 2008


Responsibilities : Gather Application Requirement for Capacity Planning

Provide consultancy for Server Resources Planning to host the eWeb System in the existing environment

Perform logical database setup and logical backup for database to ensure service availability

Conduct Technical handover session for post implementation support to L1 Engineer

Provide L3 Support

Establish the performance testing criteria and conduct the Load Test and fine tuning activities to meet the performance criteria

Conduct Infrastructure User Acceptance Test with User

.

of 21


Project 13 : Ecquaria - SHAPE and IDEAS (Health Promotion Board of Singapore)

Project Description : The Student Health Assessment Programme (SHAPE) and Integrated Dental Electronic Assessment for Students (IDEAS) is a mammoth multi-million dollar healthcare project commissioned by Singapore’s Health Promotion Board (HPB), under the Ministry of Health to design and implement a scalable and extensible computerized patient management system

Period : 01 Nov 2005 - 31 Oct 2008


Services Provided : Define project deliverables and gather system requirement from the user

Create the work breakdown structure, schedule and procurement plans according to the BOM

Prepare Preliminary Design

Setup internal development environment and provide support to development team

Prepare a Site Preparation Plan, which include the Server Power Consumption, Network Patch Point and IP Address required to host the server.

Co-ordinate with the vendor for the installation on BIG-IP, Symantec Netbackup, SunCluster ,eTrust Authentication and eTrust Audit Server.

Perform system installation for the system software as such SunOne WebServer, Weblogic Application Cluster, Oracle High Availability with SunCluster, Elixir Report, SSH Tectia, Umero SMS Gateway Integration

Configure SSL Certificate for Web Server

Deploy SOP Application on the infrastructure, HPB User will create the Shape and Ideas Application on the SOP Infrastructure.

Conduct a load test to ensure the infrastructure is able to meet response time and concurrent users as stated in the Tender Specification


Provide technical and maintenance support

of 21


Project 14 : Ecquaria - eMinCOM (Ministry of Communication of Brunei)

Project Description : Setup Brunei Government Service Wide infrastructure – a standardize application system platform for hosting Brunei Government eServices.

eMinCom is an integrated Service Portal for Brunei which provide a centralized eGovernment Platform for Brunei government agency to develop their Application

Period : 01 Oct 2005 - 31 Oct 2008


Services Provided : Define project deliverables and gather system requirement from the user

Prepare Preliminary Design

Setup internal development environment and provide support to development team

Provide Consultancy Services (Disaster Recovery, Backup implementation, Agencies to Portal report generation) to the Brunei System team for the eMinCom System Setup

Project 15 : Ecquaria - Breast & Cervical Screening System (Health Promotion Board of Singapore)

Project Description : Develop an integrated Breast Cancer Screening and Cervical Cancer Screening System for HPB Frontend and backend user to generate invitations and reminder letters, perform appointment booking transactions and eligibility screening, share patients’ registration information, obtain registration and attendance statistics.

Technologies Used : SunOne WebServer, WebLogic Application Server, Oracle Replication

Period : 01 Jun 2004 - 31 Oct 2008

Position/Role : Technical Project Leader

Responsibilities : Setup internal development environment and provide support to development team

Perform Installation for the system software as such SunOne WebServer, WebLogic Application Server

Configure Oracle Replication, Define the Replication Object to synchronize bi-direction synchronization between Frontend Database and Backend Database

Deploy SOP Application on the infrastructure

Perform and Conduct Load Test to ensure the system is able to meet the response time as stated in the tender specification

Conduct handover session and Provide technical support to L1/L2 engineer

of 21


Project 16 : Ecquaria-HMS-Hostel Management System(National University of Singapore)

Project Description : Provide implementation setup and application development to develop a Hostel Management System (HMS) for students to hostel booking usage

Period : 01 Apr 2004 - 31 Oct 2008


Responsibilities : Conduct infrastructure requirement to setup the core infrastructure which consist of Sun Solaris 8, iPlanet Application Server 6.5, iPlanet Web Server 6.0, iPlanet Directory Server, Oracle Ver 8.0 to meet 1000 Virtual User Requirement

Manage vendor for Enterprise System / EMC Storage Setup

Provide consultancy and deployment support to setup SOP-CORS Application eServices

Perform installation of iPlanet Web Server 4.0 / iPlanet Application Server and iPlanet Directory Server


Provide L3 Support



Assist NUS System team in Server Capacity Management Planning

Project 17 : Ecquaria - Ngee Ann Student Portal System (Ngee Ann Polytechnic)

Project Description : Provide maintenance support and operation support to maintain the portal System.

Period : 01 Feb 2004 - 01 Jul 2007

Position/Role : Operation Manager

of 21


Project 17 : Ecquaria - Ngee Ann Student Portal System (Ngee Ann Polytechnic)

Responsibilities : Provide guidance to the onsite operational support personnel to maintain the Ngee Ann Portal System

Implement Operational support framework for Service Management

Formalize a support structure team to render support on Sun Solaris 8, Oracle 9 with Veritas Cluster Setup and IBM Portal Edge Server, Content Management Server Provide operational support for Ngee Ann Portal system.

of 21


Project 18 : Ecquaria - OASIS (Ministry of Trade and Industry of Singapore)

Project Description : OASIS is a “Cross-Agency Integrated e-Services (Oasis)” to enable the government to achieve the “Many Agencies, One Government” vision to deliver cross-agency integrated services through multi-agency collaboration.

Period : 01 Dec 2003 - 01 Feb 2004


Responsibilities : Provide consultancy and deployment support to setup PSi/SOP Platform to host the OLBS Application Services

Perform installation of iPlanet Web Server 4.0 / iPlanet Application Server / iPlanet Directory Server / Application Cluster

Setup and implement EDX Gateway for SSL secure handshake data exchange between agencies and OBLS’s Application Server

Provide Technical handover session for post implementation support



Project 19 : Ecquaria-Centralized Online Registration System(National University of Singapore)

Project Description : Centralised Online Registration System (CORS) is designed for students to register for their modules for study.

Period : 01 Jun 2003 - 31 Oct 2008


of 21


Project 19 : Ecquaria-Centralized Online Registration System(National University of Singapore)

Responsibilities : Conduct infrastructure requirement to setup the core infrastructure which consist of Sun Solaris 8, iPlanet Application Server 6.5, iPlanet Web Server 6.0, iPlanet Directory Server, Oracle Ver 8.0 to meet 1000 Virtual User Requirement

Manage vendor for Enterprise System / EMC Storage Setup

Provide consultancy and deployment support to setup SOP-CORS Application eServices


Conduct Technical handover session for post implementation support to L1 Engineer and provide L3 Support



of 21


Project 20 : Ecquaria-eRegistry-DMS (Ministry of Community Development & Sports of Singapore)

Project Description : Setup infrastructure to host the DMS (Document Management System)

Period : 01 Mar 2003 - 31 Oct 2008

Position/Role : Technical Project Consultant

Responsibilities : Provide consultancy and deployment support to setup PSi/SOP Platform to host MCDS-eRegistry DMS Application System



Provide L3 Support



Project 21 : Ecquaria - CRS - Contractors Registration System (Building and Construction Authority of Singapore)

Project Description : Setup a infrastructure to host the Constructors Registration System

Period : 01 Jan 2003 - 31 Oct 2008

Position/Role : Technical Project Consultant

Responsibilities : Provide consultancy and deployment support to setup PSi/SOP Platform to host BCA-CRS Application System

Perform installation of Windows / Weblogic Application Server and Microsoft IIS Web Server


Provide L3 Support



of 21


Project 22 : Ecquaria-eRegistry (Ministry of Finance Singapore)

Project Description : MOF-ERS is intranet for staff to use for Resources booking, it’s also acts as a platform for e-Ideas exchange, eSurvey and bulletin announcements

Period : 01 Jun 2002 - 01 Aug 2002

Position/Role : Technical System Engineer

Responsibilities : Provide consultancy and deployment support to setup PSi/SOP Platform to host the MOF-eRS

Perform installation of Windows / Weblogic Application Server and Microsoft IIS Web Server


Provide L3 Support



Project 23 : Ecquaria-eRegistry (Civil Aviation Authority of Singapore)

Project Description : CAAS-eRegistry system is a intranet for internal staff for Resources booking, it’s also acts as a platform for e-Ideas exchange, eSurvey and bulletin announcements

Period : 01 Mar 2002 - 31 Oct 2008


Responsibilities : Provide consultancy and deployment support to setup PSi/SOP Platform to host the CAAS eRegistry Application


Provide Technical handover session for post implementation support

Setup and implement EDX Gateway for CAAS-eRegistry system for data exchange across departments



of 21


Project 24 : Ecquaria-KPMG-China EverBridge Bank

Project Description : Internal CRM / Inventory and Booking System allow the internal staff to exchange the information for procurement activities

Period : 01 Jan 2002 - 01 Mar 2002


Responsibilities : Provide consultancy support to setup PSi/SOP Platform for KPMG to host the customized banking system

Perform installation of Weblogic Application Server 4.0 / iPlanet Web Server / Weblogic cluster / Oracle 8.0


Assist in eServices migration activities

of 21


Designation : System Engineer

Roles Performed

: Solaris Engineer / LDAP Engineer / Load Test Engineer

Duration : 01-Apr-2000 – 01-Jul-2001

Project 25 : NCS - Public Service Infrastructure (Ministry of Finance of Singapore)

Project Description : The first Government-wide infrastructure - Internet-based service delivery infrastructure in Singapore which provides an integrated development and deployment environment for agency to rapidly deliver Government e-Services.

Period : 01 Apr 2000 - 01 May 2001


Responsibilities : Setup and configure the Public Service Infrastructure to host

the agency eServices

Perform PSi Data and Agency user repository on the Master / Slave for iPlanet Directory Configuration

Performed middleware (iPlanet Web Server, iPlanet Application Server and iPlanet Directory Server) installation, configuration and configure session failover on iPlanet Application Cluster to ensure service availability

Deploy the PSi Infrastructure Application to allow the agency create the necessary e-Services on PSi Infrastructure

Setup the Load Test Environment and assist the application team to script the load test scenario cases for conducting the application load test

Involve in performance tuning to ascertain the system met 5 seconds response time as stated in the Tender Specifications.

of 21


EDUCATION

Highest Education Period Discipline/University(Degree) in Computer Science 1997 IT / Kolej Damansara Utama

Professional Qualifications / Certification

# Certification1 ITIL V3 Foundation2 ITIL V3 Expert Certification3 ISO/IEC 20000 Practitioner 4 Certified Solaris Administrator5 Certified CheckPoint Firewall Administrator

Training Attended

# Training Attended1 Technical Track

The Open Group Architecture Framework (TOGAF) Solaris 8 ; Solaris 9 Oracle 9 Oracle Real Application Cluster

2 Management Track Leading Strategy into Action Service Up Writing Dynamics

of 21

ser swee yen stephanie - v1.2

Documents