Charles Lee
Tokyo
Summary
Experienced project and operations management executive with a proven track record of success. Skilled in effective communication, fluent in multiple languages for seamless interaction with stakeholders at all levels. Adaptable and flexible in delivering work commitments while upholding organization-wide process compliance. Results-oriented professional dedicated to achieving goals and driving business growth. Dependable and resourceful individual with a proactive approach to problem-solving and a positive, upbeat attitude. Possesses foundational knowledge in IT systems management and network security, with strong skills in troubleshooting and technical support. Aims to enhance operational efficiency and support seamless technological integration to drive organizational success. Experienced with managing IT systems, networks, and user support. Utilizes problem-solving skills to address technical issues and maintain system integrity. Strong understanding of coordinating IT projects and collaborating with cross-functional teams to achieve organizational goals.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Regional IT Coordinator
Cathay Pacific Airways
04.2022 - Current
- To reinforce the IT strategy and support model by providing centralized and consistent IT support, ensuring smooth IT project rollouts, and promoting the effective use of IT within the Northeast Asia region
- Contributed to process improvement and asset management
- Successfully relocated all IT equipment to a new office without operational impact
- Drive continuous improvement of IT support
- Provide second-level IT support in alignment with Head Office directives
- Act as a bridge between local business units and Hong Kong IT for all incidents, service requests, and change management activities
- Monitor overall IT support performance in the region and consolidate end-user feedback on a monthly basis
- Identify and implement improvement opportunities, including policy, procedure, and guideline enhancements, to elevate regional IT support performance
- Assist with major project rollouts, including gathering relevant local information and coordinating with project teams and key stakeholders
- Provide input for project planning and implementation by collating and analyzing local data as needed
- Undertake ad-hoc projects as required
- Manage third-party vendors, ensuring contract performance and cost efficiency
Queue Manager
EPAM Japan
02.2020 - 03.2022
- In charge of assigning cases to our agents (engineers), while calculating workload per agent to avoid overloading the agents
- Also in charge of keeping track of how many cases we take per month which helps see where the trend is going of language (Japanese, Korean, Chinese) cases we take and if we can expect an increase or not
- Tasked with working with other vendors should any hand-offs need to be done that they are done in a smooth manner
- Contributed to process improvement and adherence, leading to a more efficient approach to customer ticket handling
- Design and implemented a template to support better regional handover
- Responsible for receiving customer support requests and coordinating with support engineers for resource allocation to handle the request
- Follow-up with support engineers on ticket handling status and prepare handover of tickets between regions and timezones
- Escalate support engineer resource shortage to team leaders to ensure smooth operation of ticket handling
- Provide input for weekly operations meetings, highlighting critical issues that need to be resolved urgently
- Responsible of assigning cases to the right agent to solve the issue
- Make sure all the handover case has been handle properly
Project Lead and Technical Liaison
Lingo Network
04.2016 - 01.2020
- Project lead handed multiple assignment in different departments
- This includes online gaming, localization, technology professional services
- Additional roles include handling business operations, and supporting business strategy planning
- Optimized business operations by analyzing current issues, and providing solutions that were more cost efficient, with a faster delivery time without sacrificing quality
- Provided valuable marketing input, which lead to the successful launch of a virtual YouTuber project
- Project delivery lead, managing solution delivery and coordinating with various internal and external stakeholders in delivering the contracted solution
- Providing input for business direction such as go to market strategy, feedback, target market audience selection and optimization, solution feature proposal
- Key organization communicator, leveraging proficiency in multiple languages to bridge different cultures and ethnicities in ensuring that business critical messages are understood correctly and acted upon appropriately
Relocation Project Manager
Covestro
01.2016 - 03.2016
- Short term relocation project manager focusing on relocating all IT equipment to new office at Shibakoen while also being the liaison of the global IT team
- Successfully delivered the project on schedule, within the budget and with out issues
- Coordinate multiple teams, aligning the schedule and resources with the project plan
- Ensure the organization's global requirements are adhered to while at the same time taking care of local specific requirements
Process & Automation Expert
Nokia Networks
05.2015 - 09.2015
- Process and Automation expert, focusing on consolidation of local and global processes to ensure a unified mode of operation across the organization
- Project owner of all process and automation improvement initiative, managing all aspects of the projects
- Successfully implemented and help create a global tool in Japan
- This was used to ensure that both global, and local requirements were met going forward for future and upcoming projects
- Handled the process of auditing and review, this helped to ensure the consistency flow of operations across various delivery teams
- Implemented a better communication process to ensure tasks were done in a clear and transparent manner, which helped ensure support from all stakeholders for upcoming projects
- Implementing an in-house tools and script development, this helped to identify critical gaps in automation and providing solutions to overcome these gaps
Operations Manager
Ericsson Japan
01.2014 - 04.2015
- Operations manager, responsible for all aspects of booking, including booking management, remote access and emergency support
- Leading a small team of operation personnel
- Initiated an efficiency improvement program that helped promote offshoring of non-essential administrative work to a consolidated remote center
- Improved the customer support process to handle the lab usage more efficiently
- Aligning the planned charging to be invoiced with actual usage and dynamically allocating resources with different projects, which helped ensure a higher utilization of resources
- Coordinate the booking process for all projects in the system test lab, ensuring that the necessary activity is assigned to the correct implementation team to support the project delivery
- Monitoring the usage of shared system test lab equipment, and ensuring that each project is aware of the potential impact when using it
- Ensuring delivery process compliance towards the project team to ensure system test lab support delivery quality and consistency
- Managing a team of operations personnel, allocating assignments to specific individual to ensure continuous business operations
Installation Management
Ericsson Japan
07.2013 - 01.2014
- Responsible for all coordination involving installation activities at the system test lab
- This includes test environment requirement analysis scheduling and distribution of installation engineering resources
- Delivered a Media Delivery Network project involving telecommunication cloud virtualization technology that was deployed in Japan for the first time
- Coordinated the usage of same lab resources for 3 different high-priority activities by adjusting the lab reservation while coordinating the engineering resources to support this parallel activities which involves lab architecture changes that happened everyday
- Understanding project requirements and coordinate the installation engineering resources to handle the required installation activity
- Engage the external team to understand potentially incoming projects that will require coordination with the installation team
- Supervise the current installation activity, and the compliance of standard installation workflow process to ensure consistent deliver quality
- Provide feedback higher management with the current status and KPIs to support operations management of the lab
Local Operations Management (PM)
Ericsson Japan
06.2011 - 06.2013
- Responsible for managing project activities at the system test lab and supporting emergency request from clients
- Initiated and launched the Facilities Information Application (FIA) and Booking Portal (BP) tool project which was used to improve the visibility of utilized resources which can be used for current and future planning
- Launched an updated lab booking process that helped projects facilitate a better compliance process
- To understand project requirements and coordinate the delivery with both internal and external stakeholders
- Identify potential issues or process non-compliance and escalating those issues to the responsible stakeholder
- Engaging both internal and external stakeholders on ways to improve the service delivery
- Chaired regular progress meetings to keep track of ongoing delivery projects
- Bridge the communication gap between Japanese speakers and non-Japanese speakers when it comes to service delivery and emergency support
Assistant Language Teacher
Japan Advance Labor Staff Service
04.2009 - 05.2011
- Responsible for assisting local English teacher in delivering training
- Successfully mentored and developed a school speech team to prefecture level
- It was help the school reach the top five finish in an English speech contest with more than 20 different schools that participated
- Coordinating the planned delivery for the class
- Supporting the training delivery with the teacher responsible with focus on the language pronunciation
Shipping Logistics Coordinator
Trinet Logistics
04.2008 - 03.2009
- Responsible for coordinating the shipping of materials between overseas agents and domestic clients in Japan
- Managed to fulfill a major client's sudden and critical request to ship one full container of materials from China to Japan within 2 days by coordinating with air freight services
- Coordinating the schedule planned delivery of the material from China to Japan for client
- Close communication with external partners in China to avoid unforeseen issues that could impact on the delivery
Overseas Sales
AIOI System
04.2006 - 03.2008
- Responsible of handling sales for overseas clients
- Successfully penetrated the market in South Africa, India, Dubai, Australia and New Zealand
- Discovered a promising possibility in U.A.E
- Within 1 week, managed to coordinate with a local partner and showcased both company's product portfolio in an international exhibition in Dubai
- Participate in an international exhibition to showcase the company's product
- Engaging customer to understand their business and propose solutions to solve their problems
- Main liaison for the pre-sales and post-sales support for overseas partners
Education
CCNA - installation, configuration, and operation of LAN, WAN and dial access services for small networks
Ken School
06.2009 - 03.2011
Bachelor of Arts - Japanese, Korean & Spanish
Monash University
01.2003 - 01.2005
Highh School - Exchange Student
Kenritsu Nishinomiya School
04.2000 - 12.2000
VCE - undefined
Geelong Grammar School
02.1998 - 01.2002
Skills
- Prioritization Skills
- Effective Communication
- Quick Adaptation Skills
- Team Collaboration
- Quick Learning Ability
- Stakeholder Engagement
- Effective Coordination
- Networking Skills
Timeline
Regional IT Coordinator
Cathay Pacific Airways
04.2022 - Current
Queue Manager
EPAM Japan
02.2020 - 03.2022
Project Lead and Technical Liaison
Lingo Network
04.2016 - 01.2020
Relocation Project Manager
Covestro
01.2016 - 03.2016
Process & Automation Expert
Nokia Networks
05.2015 - 09.2015
Operations Manager
Ericsson Japan
01.2014 - 04.2015
Installation Management
Ericsson Japan
07.2013 - 01.2014
Local Operations Management (PM)
Ericsson Japan
06.2011 - 06.2013
CCNA - installation, configuration, and operation of LAN, WAN and dial access services for small networks
Ken School
06.2009 - 03.2011
Assistant Language Teacher
Japan Advance Labor Staff Service
04.2009 - 05.2011
Shipping Logistics Coordinator
Trinet Logistics
04.2008 - 03.2009
Overseas Sales
AIOI System
04.2006 - 03.2008
Bachelor of Arts - Japanese, Korean & Spanish
Monash University
01.2003 - 01.2005
Highh School - Exchange Student
Kenritsu Nishinomiya School
04.2000 - 12.2000
VCE - undefined
Geelong Grammar School
02.1998 - 01.2002
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