Summary
Overview
Work History
Education
Skills
References
ADDITIONAL SKILLS
Timeline
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Wamas Mae

ITSM Specialist, Technology Service Manager
Bangkok

Summary

With over a decade of experience (10Years+) in managing corporate IT services, service delivery, ITIL, incident and problem management, and utilizing IT ticketing systems such as ServiceNow, Jira, and Zendesk, along with expertise in integration projects. A technically adept professional skilled in various IT disciplines, successfully migrating projects from legacy systems to modern platforms for optimal customer outcomes. Demonstrated excellence in monitoring and coaching both junior and senior personnel through technical challenges. Offers expertise in technical consultation, production support, critical support, and migration. Proficient in analyzing technical requirements and translating them into actionable business plans while effectively communicating.

Overview

15
15
years of professional experience
3
3
Languages

Work History

International Technology Service Manager

Aliance Laundry
02.2018 - Current
  • Be an expert in all of the components that make up the technology suite, including use cases across various customer segments.
  • Provide assistance (remote and onsite, as required) to customers and end users during the installation and setup of technology products and services.
  • Provide on-site training to schools for customers on how to effectively set up technology products and services.
  • Manage technology support requests.
  • Serve as the primary intermediary between engineering teams and users with regard to the installation, function, and use of technology products and services.
  • Provide creative ideas for preventing and/or solving customer service problems.
  • Develop and maintain documentation.
  • Ensured timely completion of tasks by managing workflow efficiently under tight deadlines.
  • Enhanced system performance by troubleshooting and resolving complex technical issues.
  • Maintained high levels of client satisfaction with prompt and efficient technical support services.
  • Collaborated closely with senior-level technicians on complex projects, gaining valuable hands-on experience in various aspects of the field.
  • Collaborated with cross-functional teams to develop innovative solutions for technology challenges.

IT Infrastructure Specialist

ThoughtWorks
10.2023 - Current
  • Provided technical support to end-users, addressing complex issues and ensuring timely resolution.
  • Contributed to the development of IT policies and procedures that promoted standardization across the organization''s infrastructure landscape.
  • Trained junior team members on best practices in infrastructure management, boosting their knowledge base while increasing overall team productivity.
  • Collaborated with vendors to troubleshoot hardware failures, resulting in minimal impact on operations.
  • Supported IT operations for corporate headquarters and nationwide locations.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Resolved problems, improved operations and provided exceptional service.

IT Specialist/ L3 Helpdesk Support

Connell Caldic
06.2023 - 01.2025
  • Provided high-level support and conducted incident investigations for both internal and external. Leading IT Service team for Vietnam and Singapore team in term of IT Help.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Organized and detail-oriented with a strong work ethic.
  • Resolved problems, improved operations and provided exceptional service.

IT Specialist/ L1-2 Helpdesk Support

Connell Brother (LLC)
03.2021 - 05.2023
  • Monitored and reported incident resolutions from an end-user perspective, ensuring adherence to agreed service level agreements (SLAs).

Customer Success/ Support Account Manager

McAfee Pte. Ltd.
11.2020 - 05.2021
  • Played a key role in driving new product growth through the implementation of effective IT solutions, resulting in improved business outcomes.
  • Streamlined support processes for increased efficiency and shorter response times.
  • Delivered tailored training sessions to clients, increasing their confidence in using our products effectively.
  • Managed escalations from initial reporting through resolution, ensuring all parties were informed throughout the process and satisfied with the outcome.
  • Provided expert guidance to customers on product features and best practices, empowering them to maximize their investment in our technology solutions.
  • Established strong relationships with clients, resulting in repeat business and referrals.
  • Served as the primary point of contact for key accounts, providing consistent communication and fostering trust between the company and its clients.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.

Customer Support Manager

McAfee Pte. Ltd.
04.2020 - 11.2020
  • Provided expert assistance to customers in navigating the world of IT security products, ensuring their seamless integration, and successful implementation.
  • Increased first-contact resolution rates by providing ongoing training in product knowledge and troubleshooting techniques.
  • Conducted regular performance evaluations of team members to provide constructive feedback and encourage professional growth within the organization.
  • Maintained a high level of customer satisfaction by implementing tailored solutions for individual clients, leading to increased retention rates.
  • Developed comprehensive training materials for new team members, improving onboarding efficiency and overall team performance.
  • Enhanced customer satisfaction by implementing effective support strategies and streamlining team workflows.

IT Specialist/ L2 Service desk support

Autoliv
07.2018 - 02.2020
  • Assumed key responsibility as a 2nd-tier support specialist within the Infrastructure Operations team, focusing on the technical aspects of solutions related to Active Directory (AD), client systems, and mobility.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Assisted in training new team members on service desk procedures, tools, and best practices.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

IT Solution and Service/ 1st-2nd tier support

Uber Technology
09.2017 - 04.2018
  • Collaborated closely with cross-functional teams to troubleshoot and resolve infrastructure-related problems, contributing to enhanced efficiency and customer satisfaction.
  • Assisted in the successful migration of company email system to Office 365 while minimizing disruption to daily operations.
  • Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
  • Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
  • Participated in professional development opportunities to stay current on emerging technologies, industry trends, and best practices in helpdesk support.
  • Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
  • Supported organizational growth by onboarding new employees with appropriate IT resources, training materials, and system access permissions.
  • Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
  • Contributed to business continuity planning efforts by developing comprehensive disaster recovery strategies.

IT Solution/ IT Desktop Engineer

American Express
04.2015 - 05.2017
  • Proficient in providing expert support for SNOW/SCCM tools deployment and AD object management.
  • Optimized PC performance through regular updates, patches, and system upgrades.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
  • Troubleshot potential problems and eliminated before issues escalated or cascaded.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.

IT Global/ Senior Help Desk Support

Agoda Inc.
04.2014 - 04.2015
  • Proven track record of enhancing operational efficiency and user satisfaction through efficient workflow management.
  • Established best practices for help desk processes, driving consistency in service delivery across the team.
  • Implemented advanced monitoring tools to proactively detect and resolve network problems before impacting users.
  • Led training sessions on new software applications, increasing user proficiency and reducing support requests.
  • Managed high-priority incidents for timely resolution, minimizing business impact and downtime.
  • Maintained clear communication with end-users during the issue resolution process, ensuring customer satisfaction.
  • Implemented remote support capabilities to expand services offered by the Help Desk team.
  • Continuously updated personal technical knowledge through certifications and trainings maintaining expert-level skills to better serve endusers.
  • Coordinated with other IT departments on cross-functional projects for seamless integration of new technologies.
  • Reduced ticket resolution time with effective problem analysis and troubleshooting techniques.

Geo -GoogleMap/ Field Service Technician

Google Inc.
01.2014 - 01.2015
  • Spearhead technical support efforts for Street View equipment within a high-profile project, ensuring smooth operations and troubleshooting to maximize productivity and minimize downtime.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
  • Facilitated smooth installations, ensuring proper setup and configuration of new equipment at customer sites.
  • Reduced downtime with proactive identification of potential issues during regular site visits and routine inspections.
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
  • Followed safety procedures to avoid injuries in field.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
  • Collaborated with cross-functional teams to address unique challenges in the field, sharing expertise to develop innovative solutions.

IT Outsource/ Freelance

Contract Employment
05.2010 - 09.2012
  • IT contractor with a global presence, having worked with renowned companies like Saint-Gobain, HP, Nokia, Siemens, Ericsson, and American Express. Seeking engaging part-time opportunities to apply my expertise, and contribute to cutting-edge projects.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Increased user satisfaction through effective communication and timely resolution of support tickets.
  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Enhanced network security with regular vulnerability assessments and prompt patch installations.
  • Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
  • Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
  • Delivered end-user training on new technologies, increasing adoption rates among employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Created user accounts and assigned permissions.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Education

Certification - Data Privacy And Technology

Harvard Business School
Online
04.2001 -

Certification - Information Technology for Medical (Machanical Ventilation for COVID-19)

HARVARD MEDICAL SCHOOL (HMS)
01.2021

Certification - ITIL Foundation

ITIL Organizational
11.2018

Bachelor Degree - Information And Communication Technology (ICT), Business Information Technology

Silpakorn University, Thailand
01.2010

Certificate - Succeeding As A First-Time Tech Manager (2019)

Linkedin
Bangkok
04.2001 -

Certificate of Technical Studies - Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1

Linkedin Learning
Bangkok
04.2001 -

Certificate of Technical Studies - ServiceNow IT Leadership Professional Certificate

Linkedin Learning
Bangkok
04.2001 -

Certificate of Technical Studies - Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1

Linkedin Learning
Bangkok
04.2001 -

Skills

People Management

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References

Chutakan, Dawadung, A former HRBP at Autoliv (ROH), +66-8636-21874, Autoliv (ROH)

ADDITIONAL SKILLS

  • Possessing extensive knowledge of marketing strategies and market trends, adept at leveraging this expertise to drive business growth. Exceptional in providing post-sales support and managing customer relationships, ensuring high levels of satisfaction and repeat business.
  • Strong ability to prioritize and handle multiple tasks simultaneously, while maintaining a keen attention to detail and accuracy.
  • Demonstrated expertise in efficiently managing workflows and prioritizing tasks to meet customer needs promptly and effectively.
  • Exceptional organizational and process management skills, adept at setting priorities and ensuring responsiveness to both internal and external customers.
  • Proven track record of maintaining high levels of organization and effectively managing processes to ensure smooth operations and optimal customer (Internal/External) satisfaction

Timeline

IT Infrastructure Specialist

ThoughtWorks
10.2023 - Current

IT Specialist/ L3 Helpdesk Support

Connell Caldic
06.2023 - 01.2025

IT Specialist/ L1-2 Helpdesk Support

Connell Brother (LLC)
03.2021 - 05.2023

Customer Success/ Support Account Manager

McAfee Pte. Ltd.
11.2020 - 05.2021

Customer Support Manager

McAfee Pte. Ltd.
04.2020 - 11.2020

IT Specialist/ L2 Service desk support

Autoliv
07.2018 - 02.2020

International Technology Service Manager

Aliance Laundry
02.2018 - Current

IT Solution and Service/ 1st-2nd tier support

Uber Technology
09.2017 - 04.2018

IT Solution/ IT Desktop Engineer

American Express
04.2015 - 05.2017

IT Global/ Senior Help Desk Support

Agoda Inc.
04.2014 - 04.2015

Geo -GoogleMap/ Field Service Technician

Google Inc.
01.2014 - 01.2015

IT Outsource/ Freelance

Contract Employment
05.2010 - 09.2012

Certification - Data Privacy And Technology

Harvard Business School
04.2001 -

Certificate - Succeeding As A First-Time Tech Manager (2019)

Linkedin
04.2001 -

Certificate of Technical Studies - Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1

Linkedin Learning
04.2001 -

Certificate of Technical Studies - ServiceNow IT Leadership Professional Certificate

Linkedin Learning
04.2001 -

Certificate of Technical Studies - Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1

Linkedin Learning
04.2001 -

Certification - ITIL Foundation

ITIL Organizational

Certification - Information Technology for Medical (Machanical Ventilation for COVID-19)

HARVARD MEDICAL SCHOOL (HMS)

Bachelor Degree - Information And Communication Technology (ICT), Business Information Technology

Silpakorn University, Thailand

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Wamas MaeITSM Specialist, Technology Service Manager