Nantawat Ratapongpisan
Program Manager
Bangkok
Summary
More than 20 years of sales management, business operations, and engineering experience across telecommunication, financial (foreign exchange & banking), human resource management, B2B startup, and rail transportation industry.
Experience in supporting challenging, complex and mission critical projects for large enterprises by undertaking many successful business development activities and headed up organizations in a variety of environments.
Experience in working with a technology startup in mobile enterprise solutions to build and engage users with team collaboration application. Highly motivated, results driven, and excellent team management skills from working with multicultural environments
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Program Manager
SCB TechX Co.,Ltd
12.2021 - Current
- Responsible for leading teams to deliver projects that span across teams
- Manage the delivery effort including change, demand and support of operations management within schedule, cost, quality, effort and SLAs
- Prioritize and manage the scope of the assigned program, project or contracted service
- Identify, understand and effectively manage milestones and dependencies across multiple stakeholders ensuring clear accountabilities and shared understanding of impact
- Manage issues and risks of the assigned program, project, releases or contracted service
- Supports the management of financials, contractual, and operational commitments in alignment with contract and original deal economics, as well as cost management targets.
Head IT, Technology and Data Management
Worldlease Co,.Ltd
03.2021 - 12.2021
- Setting the direction of IT infrastructure and software technology to support the business
- Evaluating and identifying suitable technology platform
- Working with other BUs to evaluate and suggest technology to support the need of the organization
- To develop system backup/recovery and business continuity plan
- To develop information security system to protect & secure the confidentiality and completeness of the company's information
- Allocating IT resources to properly fit the needs of each BUs such as software development, network system, computers, peripheral, and other communication systems as needed.
Sales Manager
Siemens Mobility Thailand
08.2017 - 12.2020
- Responsible to increase market share for Mobility Product Portfolios
- Keep abreast with all new products development and proper documented competitor information
- Establish and maintain customer contacts and ensure ready availability of market intelligence through effective customer intelligence and communication
- Communicate and brief market developments and decisions to the superior - Head of Division / Department
- Prepare and negotiate proposals in cooperation with other involved professionals and management
- Proactively identify product and services improvement opportunities that will open up new markets
- Key deliverables include: Bid preparation and contract awarded for the Automatic People Mover (APM) at Suvarnabhumi airport
- Preparation and submission of a full turnkey rail systems proposal for the Three Airports Thailand High Speed Train project.
Technical Lead Business Operations
EKO Communications
05.2016 - 08.2017
- Present EKO solutions and develop use-case & engagement with customers
- Manage and execute business operation activities, including collecting customer requirements, configuring custom mobile application during trials, and managing support processes for all customers (Domestic & International)
- Work with Engineering team to manage and execute the activities related to: Customer Fulfilment, including but not limited to setting up of trials, customer network & branding, ensuring customer requirements are fully implemented
- Setting up the support structure for all customers (Domestic & International) Incident Management & resolution within SLA
- Work with Sales and Operations Team to support ongoing activities related to: Pre-sales, Sell-in, Sell-Thru, Account Management for ALL Domestic / International opportunities from Resellers and Direct Customers
- ALL Domestic / International Sales collaterals and Sales Strategy, Plan & Pipeline needed to drive the businesses.
Head of Customer Services
GoPomelo
10.2013 - 03.2016
- As Head of Customer Success Services / Support / Renewal, responsible for: Manage Support / CSS accounts
- Assist and review client request status with operations, technical support, or engineering and take action as necessary
- Manages account escalations in a timely manner
- Schedule and conduct regular touch points with clients
- Provide regular analysis of customer cases, contact activity, and issues log
- Transformation and Upsell
- Contact and build relationships with customers to identify upsell and transformation opportunities
- Engage account managers and management on opportunities and threats
- Manage and track all license renewals
- Identify any potential customers that may not renew and identify any objections using Support Data and other correspondence feedback
- Work closely with accounting officer to issue quotations and invoices and track renewal successes
- Sample achievements: Google Apps Support Credential Exam
- Customer Success Manager (CSM) Credential.
Associate Vice President
CIMB Thai Bank
06.2011 - 10.2013
- As AVP for the Group Information and Operations Division, responsible for: Desktop Management / Services and Support
- Handle strategic rollout planning (deployment) with Accenture for core-banking upgrade (1Platform project)
- Monitor and tracking Service Desks on SLA performance
- Develop/analyze internal IT satisfaction from users and setup action plans for improvement
- Develop gap analysis from the internal audit comments
- Plan/coordinate with Business units for DR/BCP preparation
- Explore ad-hoc solutions/projects such as Webex utilization/ VMWare VDI, Software licensing, Asset Management, IT budget planning, etc
- And propose to management team
- ITVM and Processes
- Handle IT Vendor management (which relates to contracts, IBM-Open Infrastructure Offering (OIO), vendor engagement and evaluation) and participate in vendor selection / evaluation
- Assess existing contracts to comply with Bank of Thailand's IT outsourcing regulations
- Operate process improvement on IT Policy/SOP/SOW.
Support Manager
Softscape Asia
01.2007 - 12.2010
- Softscape Asia (Thailand) Ltd is global software company in Human Resource Management (HRM)
- End-to-end web application platform that connects HR functions, including performance and goal management, succession, career development, 360 feedback, learning, compensation, incentives & rewards, recruiting & hiring, on-boarding, workforce planning, social networking, and core HR records
- Clients include Seagate, Lion Nathan, Foxtel, DTAC, Monash University, Reuters
- As head of a team of 5, responsibilities included: Support Management
- Worked on issues closely with the U.S
- Support Manager to meet the production needs of the customers
- Setup Softscape APEX's web application services, maintained the mirrored environments, and synchronized backup with a live production application
- Analysis and debugging of workforce management solution (production, application issues)
- Created patches and deployments
- Led a team of support engineers to resolve issues
- Managed timelines and development estimates
- Communicated with the remote 1st line support, project managers, customers, and engineering team on regular basis
- Setup onboarding plan for new hires, and provided yearly performance reviews to subordinates.
Senior Support Consultant
Reuters Software
05.2005 - 12.2006
- Leading a team of support consultants and providing technologies such as HTML, Applet, Unix and Oracle DB to clients including HSBC, UBS, Bank of New York, Bank of America and KrungThai Bank, responsibilities included: Performed Queue Manager role to manage daily Reuters Electronic Trading - Automated Dealing (RET AD) issues, which are escalated by 2nd level support (CSS)
- Conducted investigation for each incoming RET-AD related issues by simulating problem situation locally to ensure that those are the truly software bug, then liaising internally with the development groups, product team management, to prioritize the patch fix according to severity criteria
- Provided 3rd level support to front-line staff globally by performing root-cause analysis to determine solutions to RET-AD software-related issues.
Technical Expert Engineer
Comverse Thailand
10.2001 - 04.2005
- Providing Cisco/Avaya Cajun switch, Sun Solaris, HP OPENVMS, Linux, Compaq Tru64-UNIX, INFORMIX DB, Oracle DB, and exposure to GSM, SS7 content technologies to clients including AIS, DTAC, Thaimobile, Malaysia (DiGi), Philippines (Globe, SMART), Malaysia (DiGi), Taiwan (TransAsia Telecom), responsibilities included: Performed activities for Whocall/Push-2-Talk/MMS project, including software/hardware maintenance, installation of new hardware/software, de-installation and reinstallation of existing hardware, installation of peripherals, accessories or software including LAN/WAN, and data entry to maintain accurate service records
- Contributed to international onsite supports for VMS/SMS project such as software/hardware upgrade, functionality acceptance test, preventive maintenance, and completion of the statement of work (SOW)
- Coordinated with customer to analyze the system's key performance evaluation such as system performance, customer usage behavior, and system availability.
Education
MBA - Management Information Systems
San Francisco State University
San Francisco, CA 08.1996 - 05.1999
Bachelor of Engineering - Electronics Engineering
Assumption University
Bangkok, Thailand 05.1990 - 05.1994
Skills
Client Relationships
Timeline
Program Manager
SCB TechX Co.,Ltd
12.2021 - Current
Head IT, Technology and Data Management
Worldlease Co,.Ltd
03.2021 - 12.2021
Sales Manager
Siemens Mobility Thailand
08.2017 - 12.2020
Technical Lead Business Operations
EKO Communications
05.2016 - 08.2017
Head of Customer Services
GoPomelo
10.2013 - 03.2016
Associate Vice President
CIMB Thai Bank
06.2011 - 10.2013
Support Manager
Softscape Asia
01.2007 - 12.2010
Senior Support Consultant
Reuters Software
05.2005 - 12.2006
Technical Expert Engineer
Comverse Thailand
10.2001 - 04.2005
MBA - Management Information Systems
San Francisco State University
08.1996 - 05.1999
Bachelor of Engineering - Electronics Engineering
Assumption University
05.1990 - 05.1994
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