Nicky Chan

• Managed IT projects from end to end. Focusing on Microsoft O365 Migration and change management.
• Spearheaded multiple enterprise software migrations, including ERP and cloud platforms, ensuring seamless transitions with minimal downtime and full stakeholder alignment.
• Managed high-visibility infrastructure and network transformation projects, coordinating across engineering, billing, and vendor teams to resolve complex technical issues and deliver on-time outcomes.
• Oversaw multimillion-dollar project portfolios, including license provisioning, implementation tracking, and fiscal-year-aligned invoicing for public and private sector clients.
• Led cross-functional teams through Agile and hybrid project lifecycles, facilitating regular status meetings, risk reviews, and executive reporting.
• Developed and maintained detailed documentation, issue trackers, and financial reconciliations to support audit readiness and operational transparency.
• Acted as a liaison between internal departments and external partners to streamline communication, clarify scope, and ensure timely delivery of services and solutions.

Operational Excellence:

• Delivered consistent project transparency through detailed documentation, including issue logs, meeting notes, and status reports, supporting audit readiness and stakeholder alignment.
• Acted as a central point of coordination between engineering, billing, and client-facing teams to resolve discrepancies, clarify scope, and ensure timely execution of deliverables.
• Maintained structured communication workflows, distributing outage summaries, project updates, and escalation notices to internal and external stakeholders.
• Proactively identified and addressed risks, dependencies, and blockers, enabling smoother project execution and improved cross-functional collaboration.
• Supported continuous improvement by standardizing reporting templates, refining project tracking tools, and mentoring junior team members on best practices.
• Campaign, Readiness Assessments, AD Forest & Tenant config), Oracle Licensing Assessments, Data center hardware upgrade, install and config, Network upgrade, etc.

• Built and maintained eCommerce dashboards using Omniture/Adobe Analytics to track key performance indicators such as conversion rates, traffic, and bounce rates throughout peak retail seasons.
• Conducted root cause analysis on fluctuations in mobile conversion performance, identifying trends and recommending corrective actions.
• Streamlined and documented content management workflows, improving efficiency and alignment with marketing initiatives.
• Managed multiple IT and UAT vendors, coordinated change control schedules, and ensured timely deployment of digital updates during high-traffic retail events.
• Communicated and explained business requirements to team members to understand and implement functional demands.

• Initiated and led ISO 9001:2008 implementation for two major government contracts, including process documentation, quality system design, and chain-of-command definition.
• Developed and maintained a document management system to support certification readiness; both programs achieved ISO compliance through third-party audits.
• Conducted annual facility, OSHA, and SOX audits across 15+ warehouse locations, consistently maintaining passing scores and securing ISO recertification every three years.
• Facilitated process improvement events to identify root causes and streamline broken workflows, enhancing operational efficiency and compliance alignment.