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.
