IT Security

• Jun 2020 - Present

Service Desk Team Lead

• Oct 2017 - Jun 2020

- Monitor Service Desk operation to ensure timely and effective customer response. - Manage allocation of workforce within the team. - Point of contact for front-end escalation to expedite case resolution and identify process gaps. - Liaise with the client for any service improvement plan. - Provides guidance and performance management to team members. - Work with team members to ensure timely and effective response to clients need. - Develop and lead a culture of quality, consistency, continuous improvement and teamwork. - Train Service Desk analysts on operational procedures and troubleshooting techniques. - SME for new service roll out.

End User Support Specialist

• Apr 2016 - Sep 2017

Provided first level of technical support to all Keppel employees within local Singapore and overseas yards. - Troubleshoot and issue resolution to all infrastructure related issues; Desktop, Laptop, Email and Printers. - Administration and creation of account including access rights provisioning/de-provisioning in MS Windows ADUC, Lync Server and third-party Exchange management software. - Written process document and knowledge base articles for internal and end-user use. - Classified and identified cases that needs priority and/or has severe impact in business continuity and escalate it to appropriate resolver group as needed. - Conducted training to Keppel employees to bring awareness on IT related topics. - Trained Service Desk analysts on operational procedures and troubleshooting techniques. - Delegated to generate and analyze report and identify trending cases that can be promoted to problem management. - Coordinated with vendor for the replacement and/or repair of computer hardware and peripherals. - Manage IT asset inventory.

Assistant Systems Engineer

• Nov 2008 - Mar 2016

Provided first level of technical support to all Keppel employees within local Singapore and overseas yards. - Troubleshoot and issue resolution to all infrastructure related issues; Desktop, Laptop, Email and Printers. - Administration and creation of account including access rights provisioning/de-provisioning in MS Windows ADUC, Lync Server and third-party Exchange management software. - Written process document and knowledge base articles for internal and end-user use. - Classified and identified cases that needs priority and/or has severe impact in business continuity and escalate it to appropriate resolver group as needed. - Conducted training to Keppel employees to bring awareness on IT related topics. - Trained Service Desk analysts on operational procedures and troubleshooting techniques. - Delegated to generate and analyze report and identify trending cases that can be promoted to problem management. - Coordinated with vendor for the replacement and/or repair of computer hardware and peripherals. - Manage IT asset inventory.

Service Desk Analyst

• Sep 2007 - Oct 2008

Provided first level of technical support to all Keppel employees within local Singapore and overseas yards. - Troubleshoot and issue resolution to all infrastructure related issues; Desktop, Laptop, Email and Printers. - Administration and creation of account including access rights provisioning/de-provisioning in MS Windows ADUC, Lync Server and third-party Exchange management software. - Written process document and knowledge base articles for internal and end-user use. - Classified and identified cases that needs priority and/or has severe impact in business continuity and escalate it to appropriate resolver group as needed. - Conducted training to Keppel employees to bring awareness on IT related topics. - Trained Service Desk analysts on operational procedures and troubleshooting techniques. - Delegated to generate and analyze report and identify trending cases that can be promoted to problem management. - Coordinated with vendor for the replacement and/or repair of computer hardware and peripherals. - Manage IT asset inventory.

Consumer Support Engineer

• Feb 2005 - Aug 2007

- Provided technical support to various clients over the phone and email in the maintenance of PC-cillin Internet Security Anti-Virus and Trend Micro Anti Spyware. - Maintain Desktop and Laptop anti-virus updates and licenses. - Developed solutions regarding issues encountered with the AV software and contribute to the creation of KB entries. - Answered sales inquiries with regards to Anti-Virus products. - Consolidated and generated Daily and Weekly report for EMEA calls. - Mentored staff with process flow, escalation procedure, and product handling. - Coordinated with the Team Leader to drive team CSAT and decrease if not totally eliminate DSAT. - Involved in Beta testing for new products to be rolled out. - Acting Shift Lead for EMEA Support Team.

System Helpdesk Engineer

• Jul 2002 - Feb 2005

- Provided technical support to various clients on site or over the phone in the daily operation of the front-end POS (Point of Sale) and the backend systems AMWS (Advance Manager’s Workstation). - Set up and configured COMPRIS and AMWS software, Windows and other application software to client’s computer. - Install and troubleshoot Internet Email, TCP/IP and Network Configuration. - Mentored staff with process flow, escalation procedure, and product handling - Consolidated and generated Daily and Monthly Helpdesk Reports