Experience

Liberty Specialty Markets (Asia Pacific)

• Australia
• Insurance
• 200 - 300 Employee

• Senior Desktop Support Analyst

  • Aug 2022 - Present



Roche

• Switzerland
• Biotechnology Research
• 700 & Above Employee

• Onsite User Services Specialist

  • Jan 2020 - Aug 2022



International Bearings

• Singapore
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• IT Support Executive

  • May 2018 - Jan 2020



Dell Technologies

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

• Enterprise Technical Support Analyst

  • Nov 2017 - May 2018

   Specialization & Role: Technical Support  Position Level: Junior Executive  Front line Enterprise Technical Support.  Support Area/Time zone: Asia Pacific, ANZ.  Support tools : Calls , Email , Chat  Support Type of Customer : In Warranty / Out of Warranty Dell Customer  Support Products: Dell's Power Edge Server (Primary) , Power Vault Storage , Power Connect Networking Switch, Tape Library, UPS etc..  Supporting Customer's enterprise technical issue which included Hardware and Software  Analyze, accurately diagnose and troubleshoot the issue with Dell resources  Tracking and Case logging for changes made and solution to resolve customer issue by using specified tracking tools.  Daily Job Routines :  Answering call from customer (mostly IT personnel)  Verify customer details, ownership and warranty entitlement  Listening to customer issue and needs.  Case logging for the customer's issue or needs  Request Hardware logs/ Server health report from customer to identify the issue  Provide customer detailed troubleshooting steps to customer for resolving the issue  Remote session to customer side if required  Create replacement services request of server's part to onsite team if hardware faulty  Create Billable services request to internal Sales team for out of warranty customer who wish to have a replacement part  Create Extension warranty request to internal Sales team for customer wish to extend warranty  Ensure the Services Level meet  Follow up with customer regards the progress of the case  Follow up with onsite team make sure the ETA met and issue resolve  Ensure server's / part's firmware is up to date  Maintain customer database such as contact, hardware/ software revision and detailed description of the problem to ensure customer information is up to date and accurate. Show less



Flex

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• IT Helpdesk Engineer

  • Jan 2015 - Nov 2017

   Specialization & Role: Technical & Helpdesk Support  Position Level: Junior Executive  Support internal Flex employee’s IT issue.  Support Area/Time Zone which included Asia (Malaysia, Singapore, India, Melbourne, China, Taiwan, Japan), Americas (US, Mexico).  Analyze issue from different source such as call, email, chat (Helpdesk Chat, Skype, Cisco Jabber)  Perform Installation of software  Perform Task such as grant access, password reset/unlock, account creation, ticket escalation, daily troubleshoot report, breach report, server backup log report, escalation summary report, chronology report, weekday conference room checking.  Used company provided remote software to perform troubleshooting on the issue. (Dame ware, Ultra VNC, WebEx, Cisco Jabber Remote, Remote Desktop Connection)  Perform Smart Phone support (Mobile Iron/Xenmobile)  Perform VPN support (SSL VPN, Pulse Secure, VIP access)  IM Troubleshooting (Cisco Jabber/ IM connect, Skype)  Perform OS troubleshooting (Windows XP, 7, 8, 10)  Windows Protection Support (MacAfee)  Hard disk Encryption & Decryption, Bit locker, Recovery  Microsoft Office 2007,2013,2016, 365 troubleshooting (Outlook, Excel)  HP BPIA Account Management  Cloud Computing troubleshooting (FTP FileZilla, Box)  Active Directory Support (User Profile, Service profile, Computer Object etc.)  Internet Browser troubleshooting (IE, Google Chrome, Firefox)  Network Connection L1 troubleshooting (LAN & Wireless, Firewall, Visitor wireless management)  Windows Printers software support  Monitoring Server, Network Alert and escalate to Person in Charge  Level 1 Support on company software (ERS, Flex Flow, Baan, STAR, Weighting System etc.)  Perform escalation to IT manager and above about critical issue  Ticketing System Management (Service-now)  Create ticket upon call.  Escalate issue L2/other team with proper information such as L1 support summary  Follow up and monitoring active ticket Show less