Xiao Han

Steer efficient management and implementation of both in-house and vendor solutions through efficient research, planning, and execution. Head strategic planning and execution of various functions within digital workplace organization. Exercise strong leadership attributes to lead standardization of firm-wide software test, release and support.

• Built and led a global team delivering white-glove support and scalable desktop engineering for executives, front-office staff, and remote users; reduced MTTR by 35% and increased first-call resolution by 40%.
• Led cross-functional teams in the successful completion of major digital transformation projects, consistently delivering on time and within budget, resulting in increased operational efficiency and enhanced client satisfaction.
• Collaborated with senior management to develop and execute strategic initiatives and long-term goals for the digital workplace, driving innovation and ensuring alignment with the evolving needs of the business.
• Spearheaded integration of enterprise collaboration and endpoint platforms (Microsoft 365, Zoom, VMware AirWatch, Lookout Mobile), enhancing user mobility, endpoint security, and executive collaboration across 50,000+ users.
• Designed and implemented ITIL-based support processes, improving SLA adherence and consistency across global support centers.
• Developed KPIs to track service quality, including MTTR, first-call resolution, and end-user satisfaction (NPS), driving continuous improvement initiatives.
• Played a pivotal role in defining and enforcing a firm-wide test maturity program and software development processes, enhancing the overall quality and efficiency of software delivery.
• Contributed significantly to the development and commercialization of an enterprise mobile productivity application suite used by over 50,000 employees, playing key roles in development, quality assurance, and release management.
• Served as key contributor to direct successful commercialization of the platform from iteration to delivery across enterprise market.
• Successfully integrated new analysts into the firm's culture, providing guidance and mentorship to facilitate their growth and development.