Experience

Standard Chartered

• Indonesia
• Financial Services
• 100 - 200 Employee

• IT Support Executive

  • Oct 2022 - Present

  Responsible for receiving and registering Service Requests (SR) in Service Now and follow documented processes to resolve them. Assign SRs, as appropriate, to the appropriate resolver group and continue to oversee the SR work queue to ensure that SRs are being resolved in timely manner 1. Provide 1st line technical support, answering support queries via phone. 2. Provide technical support on the Window and MS Outlook 3. Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail. 4. Remotely access to users’ machine to resolve their IT issues. 5. Responsible for logging 100% of all calls, emails, web requests into the call management within designated Service Level Agreement. 6. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Show less



University Malaya Specialist Centre

• Kuala Lumpur, Malaysia

• Senior Information Technology System Engineer

  • Jul 2017 - Apr 2022

  Support Executive • Provide Technical support and computer infrastructure setup for University Malaya Specialist Centre and other facilities in University Hospital Kuala Lumpur. This includes: - o Setup and deploy new machines for doctors, nurses, and other medical sections in the hospital o Configure printer, IP and AD account creation. o Remote and troubleshoot machines TIGHT VNC. • Installation and Configuration of Win XP, win 7 and win 10 o Active Directory o Creating Users o User rights o Group Policies, Microsoft Exchange 2010 o DHCP, DNS o Anti-Virus (Norton Antivirus Symantec) o Google Suite Administrator o Outlook o Vendor Management o IT Inventory management Managed more than 10 IT infrastructure setup projects that involves deployment of IP phones, network, computers, and printers for over 150 to 250 users Show less



Worley

• Australia
• Professional Services
• 700 & Above Employee

• Help Desk Support Analyst

  • Feb 2015 - May 2017

  DUTIES AND RESPONSIBILITIES: • Provide 1st line technical support, answering support queries via phone, email, for users. • accounts issues and PC issues. • Provide technical support on the Window Vista, Window 2000, and MS outlook. • Diagnoses and resolves end-user network or local printer problems, PC hardware problems. • and mainframe, e-mail, Internet, dial-in, and local area network access problems • Remotely access to user’s machine to resolve their IT issues. • Responsible for logging 100% of all calls, emails, web requests into the call management • Within designated Service Level Agreement. • Maintain a high degree of customer service for all support queries and adhere to all service • management principles. • Take ownership of user problems and be proactive when dealing with user issues. • Respond to enquiries from clients and help those resolve and hardware or software problems. • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams • Recognizes and takes action when escalation and de-escalation is required for critical and • urgent cases and follow designated customer procedures. • Ensures incidents are progressed through end-to-end case management lifecycle through to a • successful resolution according to service level objectives. Show less



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Dell – Sr. IT Technical Support

  • Mar 2012 - Jan 2015

  DUTIES AND RESPONSIBILITIES Application Analyst • Application support for Dell overall staff running using TOAD oracle to check on order processing, access. issue and other related access issue by running script/coding. • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams. • Recognizes and acts when escalation and de-escalation is required for critical and urgent cases and • follow designated customer procedures. • Ensures incidents are progressed through end-to-end case management lifecycle through to a successful resolution according to service level objectives. Support Analyst • Provide 1st line technical support, answering support queries via phone and email. • Provide technical support on the Window Vista, Window 2000 and MS Outlook • Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems. • Remotely access to users’ machine to resolve their IT issues. Responsible for logging 100% of all calls, emails, web requests into the call management within designated Service Level Agreement. • Maintain a high degree of customer service for all support queries and adhere to all service management. principles. • Take ownership of user problems and be proactive when dealing with user issues. • Respond to enquiries from clients and help those resolve and hardware or software problems. • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams. • Recognises and takes action when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedures. • Ensures incidents are progressed through end-to-end case management lifecycle through to a successful resolution according to service level objectives. Show less



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Analyst

  • Oct 2010 - Dec 2011

  • Responsible for receiving and registering Service Requests (SR) and follow documented processes to resolve them. Assign SRs, as appropriate, to the appropriate resolver group and continue to oversee the SR work queue to ensure that SRs are being resolved in timely manner DUTIES AND RESPONSIBILITIES: • Provide 1st line technical support, answering support queries via phone and email. • Provide technical support on the Window Vista, Window 2000, and MS Outlook • Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems. • Remotely access to users’ machine to resolve their IT issues. • Responsible for logging 100% of all calls, emails, web requests into the call management within designated Service Level Agreement. • Maintain a high degree of customer service for all support queries and adhere to all service management principles. • Take ownership of user problems and be proactive when dealing with user issues. • Respond to enquiries from clients and help those resolve and hardware or software problems. 10.Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams. • Recognises and acts when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedures. • Ensures incidents are progressed through end-to-end case management lifecycle through to a successful resolution according to service level objectives. Show less



Computer Sciences Corporation (CSC)

• IT Services and IT Consulting
• 1 - 100 Employee

• IT Analyst

  • Jan 2010 - Aug 2010

  -Provide 1st line technical support,answering support queries via phone,email, for users accounts issues and PC issues. -Provide technical support on the Window Vista, Window 2000 and Ms outlook . -Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and localarea network access problems - Remotely access to users machine to resolve their IT issues -Responsible for logging 100% of all calls, emails, web requests into the call management within designated Service Level Agreement . -Maintain a high degree of customer service for all support queries and adhere to all service management principles . -Take ownership of user problems and be proactive when dealing with user issues . -Respond to enquiries from clients and help them resolve and hardware or software problems . -Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams -Recognises and takes action when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedures . -Ensures incidents are progressed through end-to-end case management lifecycle through to a successful resolution according to service level objectives Show less



VADS Berhad

• Malaysia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• IT Analyst/ Acting Team Lead

  • May 2008 - Nov 2009

  Responsible for troubleshoot for support, software, hardware and Networking manage and help generate qualify information on the problems using I Care and Service Now ticketing Tools. 2.Also responsible for maintaining customer on giving correct information on the products. 3.Provide 2nd level support Provide technical support, software, hardware, and networking, manage, help generate and qualify information on the problems. 4.Also responsible for maintaining customer providing correct information on the products. Acting Team Lead - Managing 5 - 10 team members. - Assisting with new hire on training/on boarding process. - Provide coaching and reviews given. - Provide training on process and ticketing tool I- Care and Service Now. - Ensures everyone adhere for operation procedures. Show less