Gary Wong
Bangkok
Summary
A reliable and client focused technology professional with the following experience and attributes: 15+ years in IT service management (Professional Services and Production Support) 7+ years IT business application support and consulting (Investment Management Solutions) 1.25 years regional Account Management (31 accounts, 5 countries) in Financial Technology (fintech) Solutions ITIL certified, well organized, problem solver with strong a desire to create lasting mutually beneficial relationships
Knowledgeable [Desired Position] with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Overview
27
27
years of professional experience
Work History
Manager – API Consultancy
Amadeus IT Group
01.2020 - Current
- Responsible for the management of integration engineers and configuration specialists in the development and delivery of IT services designed to assist our global customers integrate their ERP solutions with Amadeus Corporate Travel and Expense solutions
- Role requires applying Service Operations and Service Delivery disciplines, continual process improvement and working with a broad range of internal and external stakeholders to meet and exceed customer expectations
Regional Support Manager - APAC
Amadeus IT Group
03.2017 - 01.2020
- Responsible for the service delivery of support services of ERP solutions to all Amadeus business partners within the APAC region
- Role requires applying IT service management best practices (ITIL) to develop, deliver and promote adoption of the Service Portfolio across key business applications in Sales & Marketing, Finance, Billing and HR solutions
- Achievements:
- Design and development of the level 2 support services model for UCCE Contact Centre deployed across 1500+ agents globally
- Managed delivery of an outsourced team responsible for level 2 support for OneViewCX (CRM) supporting 2000+ users
- Development, promotion and adoption of the Business Solutions Support Service Catalogue
Client Relationship Manager – Asia
SS&C Technologies
12.2013 - 03.2015
- Responsible for the account management of 31 client relationships (financial services companies) across, Thailand, Singapore, Malaysia, Indonesia and Vietnam
- Role required extensive relationship building, stakeholder management, continual service improvement, escalation management and account development (solution sales, products and services)
- Achievements:
- 100% increase in Revenue from Thailand client accounts from 2014 to 2015
- Cultivated pipeline of business and executed on agreed account development plans to successfully achieve 2014 budget
- Managed clients with contracted yearly revenues (support maintenance) in excess of USD 3M across 5 countries
- Improved client satisfaction ratings against strategic accounts across key performance indicators from 2013 to 2104
- Instigated review to reverse and reduce late and bad debtor payments from 30% to zero
- Supported and lead regional business development teams in large (3000+ item), complex, multi vendor RFIs/RFPs
- Demonstrated ability to work with cross-functional groups in a regional and global environment to service new business opportunities and resolve client production issues
Client Services Manager
DST Global Solutions
05.2005 - 12.2013
- Responsible for the development and management of Support (Client and Production) and Professional Services (Consultancy) teams in Bangkok, consisting of up to 200 associates, which serviced 160+ clients (financial services) and 8 global offices across 5 continents on a 24x7 basis
- Role required setting strategic direction of the business unit, implementing service standards and definitions, service desk and incident management, resource planning, sales, business development and management reporting
- Achievements:
- Thailand Professional Services (Consultancy) revenue grew on average 10% year on year from 2005-2013
- Successful integration and adoption of the Bangkok support team into the global operating model reduced number of support incidents by 50% over on an ongoing basis, which resulted in the cost of servicing incidents to drop by also 50%
- Co-lead a development of our managed testing services team in Bangkok
- Successfully deployed to several clients in UK and Australia in service deals in excess of USD 3M
- Implemented quarterly service review meetings for all Thailand clients and rolled out client scorecard reporting
- Managed various medium to large-scale HiPortfolio client system upgrades and implementation of new product functionality
- Expanded the service offerings of the Bangkok Support team to provide new consulting, testing and bespoke support opportunities
Business Consultant
DST Global Solutions
12.2000 - 05.2005
- Responsible for broach range of business consultancy services, including solution implementations, business process reengineering, client report development, system administration (HiPortfolio), product training, and onsite production support to clients in the financial services industry
- Achievements:
- Highest client billable rate in 2002 and 2003 amongst UK consultants
- Key client projects during this period included assignments with BNP Paribas Securities, ABN Amro Asset Management, Swiss Re Asset Management, Zurich Life, Scottish Widows Investment Partnership
Senior Support Consultant
DST Global Solutions
01.1998 - 12.2000
- Responsible for supporting Australia’s largest financial institutions utilizing DSTs investment accounting platform ‘HiPortfolio’
- Identified the impact of outside influences on a solutions behavior, analyzed behaviors in multiple situations and offered assistance to clients regarding product installation, configuration and ongoing production performance
Education
Bachelor of Business - Economics & Finance
R.M.I.T University
01.1998
Associate Diploma - Business International Trade
R.M.I.T University
01.1996
Skills
- Customer service
- Mentoring
- Business growth strategies
- Client relationships
Personal Information
Nationality: Australian (Thai Permanent Residency)
Timeline
Manager – API Consultancy
Amadeus IT Group
01.2020 - Current
Regional Support Manager - APAC
Amadeus IT Group
03.2017 - 01.2020
Client Relationship Manager – Asia
SS&C Technologies
12.2013 - 03.2015
Client Services Manager
DST Global Solutions
05.2005 - 12.2013
Business Consultant
DST Global Solutions
12.2000 - 05.2005
Senior Support Consultant
DST Global Solutions
01.1998 - 12.2000
Associate Diploma - Business International Trade
R.M.I.T University
Bachelor of Business - Economics & Finance
R.M.I.T University
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