Ernest Chua

Director, Global Service Delivery @Equinix

Redwood City, CA, US

Led a team of 18 network engineers with 3 regional managers responsible for Network product provisioning and fulfilment within Network Operations. Team is spread across US, Brazil, Toronto, London, Frankfurt, Singapore, and Sydney. Primary responsibilities include delivering network services as ordered by customers, and ensuring services are meeting customers’ requirements. Key achievements:• Exceeded Commit Compliance (KPI: 90%) for 4 straight years – from 2020 to 2024 with average of 93%-94%.• Notable improvement in EMEA – improved from average 80% to 92% within a year. • Initiated and drove many provisioning processes improvements – from queue management, resource scheduling, and tools improvement• Provided strategic leadership in corporate wide improvement projects and championed automation improvements through partnership with Tool teams.• Built excellent partnership with Network Product teams and CSM teams (Customer Success Managers) to deliver quality service for customers, by taking active role in resolving customers’ ordering issues. Often requires working collaboratively with Quote team, Sales Engineering, and Order Management.• Worked in close relationships with Sales and Account teams to validate customer network design ensuring it can be delivered. • As a result, team is regularly receiving Magical Mentions from Sales, Account, and CSM for providing solutions to overcome internal process challenges and solve urgent ordering issues. Achieved more than 100 appreciations in a year. • Provided leadership and strategic thought process to a global team with different work cultures by harnessing strengths and harmonizing differences through guidance and mentorship.• Innovative in looking for alternate solutions within resource, process and system constraints.

Monash University

B. Computing, Computer Tech and Software Development