IT Solution Designer @ SingTel Optus
Australia
- Current
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- IT Solution Designer (IT Capability) at SingTel Optus
- Past
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- IT Solution Designer (IT CCC) at SingTel Optus
- IT Business Analyst at SingTel Optus
- Test Analyst at SingTel Optus
- Education
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- University of New South Wales
- University of New South Wales
- University of New South Wales
- SWC
- SWC
- Monash University
- Haileybury
- Recommended
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1 person has recommended Boyd - Connections
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181
connections
- Industry
- Information Technology and Services
Boyd Chan’s Summary
I have had a combination of frontline customer service experience in Internet technical support and IT centric project work. I am experienced in both initial design and ongoing maintenance of critical systems and applications particularly for customer care systems responsible for order provisioning and maintenance. Also, I have worked extensively on projects dealing with call centres including workforce management software upgrades, site cutovers from legacy to strategic platforms and the development of CTI software.
I am always looking to obtain valuable experience with anything related to IT and look to further myself in the IT & Telecommunications sector. I am capable of both managing a team of technical resources and also doing some fundamental development myself.
I am highly specialised in operational data analysis and data mining through the use of dashboards, metrics and targetted reporting. These activities help uncover internal business behaviours and trends that may impact efficiency, delivery and positive customer experience.
Boyd Chan’s Specialties:
General IT Concepts,
Network Design,
Coding (C++, Java, XHTML),
Database Design & Maintenance (MS SQL Server),
People Management,
System Design, Build & Implementation
Internet Technologies,
VoIP,
Webhosting,
XML Technologies,
Boyd Chan’s Experience
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IT Solution Designer (IT Capability)
SingTel Optus
(Public Company; 10,001 or more employees; SGT; Telecommunications industry)
April 2007 — Present (2 years 4 months)
Researched and designed potential IT operational metrics for use in the CIO Dashboard as well developing a consolidated catalogue of IT operational reporting. Also responsible for building web forms to interface with new and existing databases. Primarily utilising ASP and IIS, I have built solutions to manage requests for new IT resources, gather information for IT-wide surveys and assist IT team assistants collate work requests.
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IT Solution Designer (IT CCC)
SingTel Optus
(Public Company; 10,001 or more employees; SGT; Telecommunications industry)
June 2005 — April 2007 (1 year 11 months)
Worked as an application Solution Designer for approximately thirty systems mainly related to fixed line products (such as provisioning, porting and maintenance systems) and call centre operations (reporting and scheduling systems).
I also held the IT Portfolio Manager role temporarily for about three months which gave me experience with the application support and financial aspects of the team and giving me hands on experience with the behaviour and design principles of the systems. -
IT Business Analyst
SingTel Optus
(Public Company; 10,001 or more employees; SGT; Telecommunications industry)
May 2004 — June 2005 (1 year 2 months)
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Test Analyst
SingTel Optus
(Public Company; 10,001 or more employees; SGT; Telecommunications industry)
March 2004 — May 2004 (3 months)
Devised and lead the UAT execution for a new Optus mobile VAS (Value Added Service). Responsible for the creation, tacking and completion of test cases along with the production of the Test Summary Report with approval from the business. As part of this role, I also raised and tracked faults with the product when discovered during testing and worked to incorporate late product requirements into the testing efforts.
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Team Leader
TeleTech
(Public Company; 5001-10,000 employees; Internet industry)
November 2002 — March 2004 (1 year 5 months)
Managed a team of 25 Customer Service Representatives and looked after the daily administration, technical/customer service development and performance management of my staff. Responsible for monitoring the service levels in the call centre across various skill groups to ensure that monthly targets were fulfilled. Also took escalated calls from Customer Service Representatives that were more technical or sensitive in nature.
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Senior Customer Service Representative
TeleTech
(Public Company; 5001-10,000 employees; Internet industry)
July 2001 — November 2002 (1 year 5 months)
Supervisor role in an outsourced Internet Helpdesk for a large Australian ISP. Answered technical queries from CSRs and handled customers escalated calls of a more difficult/technical nature. Also assisted Team Leaders with the daily administrations of their respective teams and technical development of staff in the call centre. Acted in Team Leader roles periodically to ensure coverage during annual leave.
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Customer Service Representative
TeleTech
(Public Company; 5001-10,000 employees; Internet industry)
January 2000 — July 2001 (1 year 7 months)
Outsourced Internet Helpdesk role for a large Australian ISP with the aim to resolve customer problems with using their Internet service.
Boyd Chan’s Education
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University of New South Wales
Masters Science , Information Technology , 2008 — 2010 (expected)
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University of New South Wales
Grad.Dip Science , Information Technology , 2005 — 2008
Articulated from a Graduate Dimploma in Science in June 2005 and completing in June 2008.
Areas of study:
- Cryptography,
- Object Orientated Programming (C++),
- Software Project Management,
- XML Technologies,
This course is orientated towards Information Technology and is available to both local and distance education students. -
University of New South Wales
Grad.Cert Science , Information Technology , 2004 — 2005
Completed in June 2005 and articulated to Graduate Diploma in Science.
Areas of study:
- Data Networks,
- Programming (Java),
- Telecommunications,
- XHTML,
This course is orientated towards Information Technology and is available to both local and distance education students. -
SWC
Cert IV in Workplace Training & Assessment (Partial) , 2004 — 2004
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SWC
Cert II & III in Telecommunications , 2003 — 2004
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Monash University
2000 — 2001
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Haileybury
1987 — 1999
Additional Information
Boyd Chan’s Interests:
Computers & Technology, Cricket, Music (Solo & Group), Table Tennis,
Boyd Chan’s Contact Settings
Interested In:
- reference requests
- getting back in touch
