lok chung

Nominated as temporary lead in operational centre due to mitigate against missing key customer milestones in provisioning of new MEAS product, identified and instigated activities to reach targets and restore customer confidence Motivated teams through empowering individuals and removing systems and process obstacles, during 12 weeks, increased success rate from 30% to over 80%, and volume of provisions from 8 to over 95 per week Implemented best practices across front and back office teams as well as 3rd party suppliers Performance reporting and analysis to business CEO and Managing Director level on a daily basis in order to instigate necessary actions to improve delivery on a daily basis

* Oversaw projects to deliver business transformation and reduce FTE for repair process to meet financial challenges * Owning and delivering £2m+ business case. Managed financial and resource position to ensure the projects were kept to time, cost and quality expectations for the business * Manage immediate team of 2 Infosys process consultants + 1 Graduate analyst and a virtual delivery team * Defined and executed eBonding Service Assurance solution for AT&T, concept to first orders within 5 months. This won IDG’s 2009 CIO 100 Award “Excellence in IT Innovation”

* To deploy internally the BT Global Services, BT Retail and BT Wholesale products and services that BT sells externally to our customers so as to: * Transform the way we work by deploying state of the art managed services * Transform our cost base by consuming products and services that drive efficiency and simplification; * Become advocates and show case to our customer the benefits of our products and services Delivered and defined processes for Cloud Contact Next Generation and BT Connect WAN Acceleration products within BT service centres

Reduce repair time and frequency of faults through increased automation solutions and removal of failure points. Interacted across the business to understand the processes and key issues that impacted fault resolution, then provided insights to create proposed solutions and coordinated projects to deliver CEO set target for March 2009 Delivered 17.5% Service Level Agreement uplift from 74% to 91.5% Provided analytical insight and collaborated with 3rd party consultants Detica to put in place the improvement plans that would be governed with stakeholders across the business. Coordinated designers, delivery managers, product line, IVVT test teams and component platforms to ensure the solution was end to end, re-use was maximised to reduce costs and risks were managed

Project Manager – Deliver TCP Software Release 114 to meet BT’s TSR commitments, design to test sign off. Managed under PRINCE2 methodology within sprints utilising Agile best practices Project Manager – Taking Webtop from proof of concept box to a BAU offering signed off by Operations, Procurement and support teams, now used by over 90% of the work force to improve software licensing, security, data storage and communication tools used in the business Strategy Specialist – Develop BT’s data centre estate sever placement strategy to cope with the rapidly increasing demand and infrastructure maintenance including feasibility of new data centre in M25 region

President of the Student Union A Levels Activities and Societies: President of Student Union