Work experience

• Manager, Technical Consulting

  EY

  2025.07-Current

  (10 months)

  Spearheaded and provided management oversight for a 14-person cross-functional ServiceNow team, resulting in the successful stabilization and acceleration of a high-priority, multi-stream project. ● Contributed to firm growth by actively identifying and developing new business opportunities (BD) within the client ecosystem, assisting in proposal design, and leading the technical scope definition for pre-sales initiatives. ● Re-established control over a high-risk project stream by implementing an end-to-end project management process, defining clear requirements boundaries, and directly coaching junior BAs, standardizing delivery quality and mitigating execution risk. ● Managed the financial performance and governance of the multi-stream project, overseeing resource allocation, controlling the operational budget, and proactively identifying scope changes that would impact project profitability.
• Senior Consultant

  Infosys Limited

  2023.10-2025.07

  (2 years)

  ● Led the design and architecture of ServiceNow solutions, including custom applications and integrations, resulting in a 20% increase in efficiency and a 15% reduction in system downtime, leading to improved client satisfaction scores. ● Provided exceptional technical leadership and mentorship to development teams, resulting in a 35% increase in team productivity and a 10% decrease in bug rates, leading to successful execution and timely delivery of ServiceNow projects. ● Stayed current with ServiceNow platform advancements and emerging trends, implementing 15% of innovative features in projects, leading to recognition for driving innovation and contributing to 15% increase in revenue from ServiceNow services. ● Ensured the security, scalability, and maintainability of ServiceNow solutions by implementing best practices, resulting in a 15% reduction in system downtime and a 15% improvement in system reliability, contributing to overall cost savings and client satisfaction. ● Architected and deployed automated data migration scripts and tools, successfully migrating terabytes of historical data from legacy systems into ServiceNow with 99.9% data accuracy.
• Senior Consultant, Advisory Services

  KPMG

  2023.05-2023.10

  (6 months)

  Provided valuable insights into best practices for developing client relationships. ● Prepared presentations summarizing research findings and recommended action items. ● Implemented creative strategies to drive maximum value from client engagements.
• Senior Business Solution Consultant, Application

  NCSI HK Limited

  2022.02-2022.12

  (a year)

  ● Experience designing process flows for ServiceNow applications and RPA, bespoke solutions and integrations. ● Solid experience in supporting the team responsible for implementing and administering the ServiceNow installation, including managing system configurations, gathering requirements, creating process documentation and developing workflow customizations, and performing quality assurance testing and user acceptance testing. ● Developed comprehensive data mapping strategies and transformation rules, ensuring data integrity and consistency across the newly unified ServiceNow environment post-consolidation. ● Experience building long-term business relationships in collaborative environments requires communication and feedback from multiple partners and stakeholders Including Business Sponsors, Marketing, Front-end Development, Back-end Development and Production.
• Business Process Consultant

  Enable Professional Services

  2020.04-2022.02

  (2 years)

  ● Experience in designing and delivering consulting and technical methodologies around the ServiceNow platform ● Designed and implemented core integration points leveraging ServiceNow IntegrationHub, REST/SOAP APIs, and custom scripted integrations to facilitate seamless data exchange and workflow orchestration between consolidated modules and external enterprise applications. ● Solid experience in requirements gathering, including experience in creating process documentation, solution designs and detailed requirements ● Experience working in collaborative environments requiring communication and feedback from multiple partners and stakeholders Including Business Sponsors, Marketing, Front-end Development, Back-end Development and Production
• ERP Consultant

  Kingdee International Software Group (HK) Ltd

  2019.06-2020.04

  (a year)

  ● Perform user requirements analysis and system documentation preparation ● Proactively prepare business cases and recommend innovative IT solutions to address business needs and improve business process efficiency ● Enhancing overall concepts, evaluating business impacts and training endusers ● Coordinate with users or IT to perform testing to ensure system deliverables are in good quality and within time
• Solution Analyst

  PCCW Solution Limited

  2017.04-2019.05

  (2 years)

  ● Led the design of end-to-end operations process with business owner, defined the necessary system changes and acquired equipment for financial cloud system and ServiceNow platform ● As the change analyst plans and executes the IT cutover activities from the legacy mainframe to a new system ● Process the migration and work with the vendor for the integration between Oracle EBS to Oracle Cloud

Projects

• 2025.12-2026.12

  (a year)

  Property & Conglomerate Client | Integrated Experience Platform ● Spearheaded the enhancement of customer and staff experience through an all-in-one ServiceNow solution (CRM, DevOps, HRSD, ITSM, ITAM). Streamlined HR onboarding processes, significantly increasing staff productivity by nearly 60%, and improved customer engagement via mobile app requests, resulting in less than 5% customer complaints. ● Architected automated HR onboarding/offboarding workflows within ServiceNow HRSD, integrating with Oracle Cloud HCM and Oracle Payroll via REST/SOAP APIs to streamline employee lifecycle events (e.g., new hires, terminations, compensation changes) and ensure data consistency across systems, reducing manual HR administrative tasks by 96%. ● Configured real-time status synchronization between Jira Software and ServiceNow ITSM by implementing Jira webhooks to trigger on resolution, pushing updates to a secure ServiceNow Inbound REST API. Developed GlideScript to parse payloads, map Jira statuses/notes to corresponding ServiceNow incident fields, and automatically update incident records, improving cross-team transparency by 98% and accelerating communication flow.
• 2025.11-2025.11

  Aviation Client | Enterprise Digital Transformation ● Led the strategic consolidation of three legacy systems onto a unified ServiceNow platform (ITSM, ITOM, ITAM, HRSD) to enhance cross-departmental integration and transparency, boosting efficiency by 20% and reducing system downtime by 15%. ● Architected and implemented a robust, bi-directional integration between ServiceNow HRSD and SAP HCM using REST/SOAP APIs and scheduled data imports, ensuring real-time synchronization of employee profiles, organizational hierarchies, and core HR master data. ● Integrated Teams meeting capabilities directly into ServiceNow incident forms, enabling agents to initiate a collaborative session with relevant stakeholders and automatically capture meeting links/notes within the incident record. ● Configured specific Teams channels to receive automated alerts for high-priority incidents (e.g., P1/P2) from ServiceNow, ensuring immediate visibility and enabling rapid collaborative troubleshooting among support teams. ● Designed and implemented integrations between Software Asset Management (SAM Pro) and Request Management (ITSM) to automate software license compliance checks during software provisioning, preventing 90% of unbudgeted license purchases and ensuring adherence to licensing agreements.

Educational experience

• University Of Chichester

  Bachelor Of Science (B.S.) In Information Technology for Business
• University Of Chichester

  Master Of Business Administration (M.B.A.)

Languages