Experience

CGS-CIMB Securities

• Singapore
• Financial Services
• 500 - 600 Employee

• IT Helpdesk Lead

  • Mar 2019 - Present



Singapore Institute of Technology

• Singapore
• Higher Education
• 700 & Above Employee

• IT Senior Executive

  • Mar 2017 - Mar 2019

  • Manage, lead & motivate a team of 16 helpdesk & desktop support engineers @ 6 sites to deliver excellent support with outstanding customer service, satisfaction & timeliness • Oversee support specialists effectively utilize helpdesk problem-management processes (identify, prioritize, escalate & resolution of requests) to ensure timely delivery of quality technical support service to staff & students while emphasizing a customer-focused attitude • Communicate effectively with Users and Stakeholders to assess support needs, identification of technology requirements, and responses to Users’ concerns • Provides support for Windows 7, 8, 10 and Mac, Android, IOS, MS software & Academic/Corporate software • Level 3 Support for PC Hardware & Software Troubleshooting • New computer labs setup & upgrade of software (Planning, Procurement, Scheduling, Image Creation, Deployment) • Event management; coordinate with various divisions on planning & support for school’s in-house/external events • Promotes responsible usage and care of corporate equipment • Develops and implements procedures and processes for efficient IT support; support guidelines, end-user guides • Deployment and reclaim of IT equipment and the coordination of related services • Manage IT inventory of software licenses, software media, hardware, accessories and supplies; compiling, asset tagging, loaning of equipment, disposal • Manage & maintain software license servers • Assists with the purchase (tender, ITQ, RFP, etc.) of software, hardware, accessories and supplies • IT Project Management (Proposing, Tendering, Evaluation, Procurement of IT Solutions) • Work with IT teams & business leaders to coordinate projects, manage capacity & optimize performance, reliability & efficiency Show less



Mediacorp Pte Ltd

• IT Engineer

  • Apr 2014 - Mar 2017

  • Routinely exceed KPI goals; resolved a total average of 86.10% of tickets within 3 working days, 11.10% more than KPI set • Diagnose, troubleshoot and resolve wide ranges of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems • Installation & configuration of operating systems, drivers, software patches & other PC peripherals • Preparation of laptops for new joiners & setting up of accounts • Sole night shift support duties for ‘Today’ newspaper • Ensured all end points & support readiness for the migration to the new campus; setup of docking stations, monitors, keyboards & configuration of laptops • Assists in MAC operating system upgrade project; ensured system readiness after upgrade • Managed asset inventory project (IT Equipment Disposal) & asset management of loan laptops Show less



Thatz International Pte Ltd

• IT Engineer

  • Oct 2013 - Feb 2014

  • IT project based in Mediacorp Pte Ltd on Windows XP to Windows 7 migration by assisting user’s data backup, cloning of machines via Ghost imaging and ensure system readiness • Worked with a team of 3 ensuring daily migration schedules targets are met • IT project based in Mediacorp Pte Ltd on Windows XP to Windows 7 migration by assisting user’s data backup, cloning of machines via Ghost imaging and ensure system readiness • Worked with a team of 3 ensuring daily migration schedules targets are met