Pannawit Samrideshakun

ITSM professional with 4+ years of experience across enterprise IT environments, specializing in Change, Incident, and Problem Management under ITIL v4. Experienced in facilitating Change Control Board (CCB) and Emergency Change Advisory Board (ECAB) meetings, managing 100+ change requests per month while maintaining governance and operational stability. Skilled in cross-functional stakeholder coordination, bridging business units, technical teams, and vendors to drive effective incident resolution and continuous service improvement.

IT Change Manager at Kyndryl (Thailand) Co., Ltd. (2025-08 – Present)

Managed enterprise change requests and facilitated governance boards for high-impact IT changes

• Managed 100+ change requests per month across enterprise IT systems, maintaining a ~90% successful implementation rate with no incidents or rollbacks.
• Facilitated Change Control Board (CCB) meetings, leading discussions on change rationale, risk assessment, and mitigation plans across cross-functional stakeholders — and acted as temporary Change Approver when required.
• Conducted Emergency Change Advisory Board (ECAB) meetings for high-urgency changes, performing rapid risk evaluation and impact assessment to enable timely approval decisions while maintaining governance standards.
• Strengthened rollback safety procedures by redesigning the rollback process framework, reducing operational risk during high-impact changes.
• Enhanced PVT (Post-Implementation Verification Testing) coverage by developing more comprehensive test activity plans, improving post-change validation and operational readiness.
• Served as key liaison between business stakeholders, application teams, infrastructure, security, and vendors throughout change planning and execution.
• Conducted Post Implementation Reviews (PIR) to capture lessons learned and drive continuous process improvements.
• Produced change reports, dashboards, and performance summaries using Jira, ServiceNow, and Excel to support governance and visibility.

IT Helpdesk at Progress Service Support Co., Ltd. (Kasikorn Contact Center) (2024-01 – 2025-12)

Served as IT coordinator for contact center environment and led AI-powered QA automation feasibility study

• Served as primary IT coordinator between contact center agents, IT teams, and vendors, managing incident escalation and resolution for a high-volume environment processing 1M+ calls per month.
• Conducted structured requirement clarification sessions to identify root causes of recurring incidents and translate agent feedback into actionable system improvement requests.
• Analyzed VOA (Voice of Agent) data to surface recurring pain points, bridging the gap between frontline operations and IT/development teams.
• Independently initiated and led an AI-powered QA automation feasibility study, identifying a critical coverage gap: only 10,000 of 1M+ monthly calls were being reviewed manually.
• Self-directed vendor research across international speech-to-text providers, evaluating multilingual performance, accuracy, and pricing — then conducted hands-on proof-of-concept testing with mock audio datasets.
• Ensured PDPA compliance throughout the PoC process and presented feasibility findings directly to management, enabling informed decision-making on AI adoption.

IT Service Desk (Outsource) at The Stock Exchange of Thailand (SET) (2022-01 – 2024-12)

Served as primary incident handler and main liaison between management and outsource team

• Handled 10–30 incidents per day as the primary point of contact between SET business units and technical/application teams, ensuring timely escalation and resolution within SLA.
• Appointed as Main Liaison between SET management and the outsource team, serving as the sole communication channel for operational directives, announcements, and administrative coordination across the outsource workforce.
• Managed outsource team administration including timesheet consolidation and routing for SET manager approval — demonstrating trust beyond standard outsource scope.
• Built and maintained the internal Knowledge Base, documenting incident resolution procedures and runbooks to reduce recurring escalations.
• Produced periodic Capacity Server Reports for SET, translating infrastructure data into actionable summaries for management.
• Participated in notebook procurement evaluation, conducting hands-on testing and assessment to support organizational hardware selection.
• Performed initial impact assessment and requirement gathering before escalating incidents to application teams, contributing to faster and more accurate resolution.

IT Support at G-Able Public Company Limited (2021-01 – 2022-12)

Provided on-site technical support and system administration for enterprise users

• Provided on-site technical support for hardware and software issues.
• Installed and maintained Windows OS, applications, and IT equipment.
• Supported WFH users and managed meeting room systems.
• Managed software deployment and system configuration for enterprise users, ensuring all installations met company standards and user requirements.
• Ensured compliance with IT security policies during system configuration and deployment.

Bachelor of Science in Interactive Design and Game Development (Major: Game Design and Development) – Dhurakij Pundit University (2017-01 – 2021-12)