Nelson Wu

Managing Salesforce HQ campus Global Operations Center (GO Center) and lead surveillance support for Tier 1 events. Responsibilities

• Liaise with internal and external stakeholders to gather requirements and ensure alignment with organizational objectives.
• Manage and source assets and resources for the GO Center, ensuring availability and efficiency.
• Attend subcommittee meetings for GS&S to provide input and represent the interests of the department.
• Develop goals for regional impact, including defining KPIs and ensuring adherence to SLAs.
• Act as the incident response lead for the GOC, overseeing all incidents in the region and ensuring timely resolution.
• Conduct weekly team meetings to monitor progress and ensure deliverables are on time
• Monitor and manage monthly budget goals, identifying any discrepancies and taking corrective action as needed.
• Analyze monthly reports and identify trends, providing insights to improve operations.
• Review After-Action Reports (AARs) and address any areas of improvement with the team.
• Conduct Quality Assurance Audits to maintain high service levels and compliance with standards.
• Promote GO Center services and training initiatives within the region, including coordinating tabletop exercises.
• Sign off on Standard Operating Procedures (SOPs) and Emergency Responds Procedure (ERP) reviews.
• Establish and review long-term visions for the department annually in coordination with the Director and Global Safety & Security department.

• Streamlined office operations by implementing efficient administrative systems and procedures.
• Improved employee productivity with effective time management strategies for daily tasks.
• Enhanced internal communication by creating a centralized information hub accessible to all staff members.
• Reduced overhead costs through careful budget management and resource allocation.
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Facilitate the onboarding process for new hires, including approving access tickets and submitting necessary documentation.
• Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.