Experience

OPSOLUTIONS

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Manager

  • Apr 2021 - Present



IT Consulting Solutions Singapore

• Singapore, Singapore

• System Analyst

  • Dec 2019 - Mar 2023

  Assigned to Bank of America Helpdesk Support Team assisting internal bank users from US on all IT related issues including but not limited to hardware, applications and mobile devices. Working in tight schedule to make sure bank's SLA can be achieve. SLA – average 3.5 calls per hour; 100% adherence; First Call Resolution >75% Also ensure ticket quality were up to par with bank’s requirement. Assigned to Bank of America Helpdesk Support Team assisting internal bank users from US on all IT related issues including but not limited to hardware, applications and mobile devices. Working in tight schedule to make sure bank's SLA can be achieve. SLA – average 3.5 calls per hour; 100% adherence; First Call Resolution >75% Also ensure ticket quality were up to par with bank’s requirement.



M1 Limited

• Singapore
• Telecommunications
• 700 & Above Employee

• Senior System Engineer

  • Oct 2000 - Oct 2019

  Joined as Technical Specialist in Year 2000. Gone thru the rank as Technical Specialist; Senior Technical Specialist; System Engineer and Senior System Engineer. Main task is to provide End User Support and leading a helpdesk team to support 1300 users in office and remote site. Assess, managed and implement Service Request and Problem cases logged by users. System Administration on End User System like Exchange, AD, SMTP Gateway, Internet Proxy and File & Printer Server. Work with vendor on setting up Roadshow and provide 2nd level support to roadshow vendor and onsite helpdesk engineer. Prepare ITQ and contract renewal for end user hardware and software applications. Show less