Experience

Kiteworks

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Engineer II

  • Feb 2021 - Present



Quantiq International

• Singapore
• Computer and Network Security
• 1 - 100 Employee

• Technical Support Engineer

  • Apr 2019 - Dec 2020

  • Handle and provide support to cases reported by customers. • Prepare solutions and recommendations to users after diagnosis. • Escalate case to appropriate next level of support (level 3 or vendor) if required • Assist in office matters – create user in AD, assign license, email, MFA, zoom, teams, webex meeting and etc. • Prepare firmware upgrade plan, pre-requisites and etc to customers. • Liaise with vendor on the workplan for project deployment, license extension and etc • Involve in project deployment – provide sow, onsite to deploy, troubleshooting and etc • Support for product: Symantec PAM (Broadcom CA Privileged Access manager), SSH Tectia, Penta WAPPLES, KEMP load balancer and etc



Shiji Group

• Singapore
• Hospitality
• 700 & Above Employee

• Implementation & Support Specialist - POS

  • Mar 2018 - Apr 2019

  - handle and assist F&B POS implementation projects in hotel and restaurants - handle support cases that reported by customers - restaurant and hotel menu item configuration, display panel, printer and interface configuration - issue escalation to oversea support team - live standby at hotel and restaurant during project implementation - assist in training to IT / end users / operation staffs - admin task : license issue, generate report, assigning task and etc - handle and assist F&B POS implementation projects in hotel and restaurants - handle support cases that reported by customers - restaurant and hotel menu item configuration, display panel, printer and interface configuration - issue escalation to oversea support team - live standby at hotel and restaurant during project implementation - assist in training to IT / end users / operation staffs - admin task : license issue, generate report, assigning task and etc



Far East Organization

• Singapore
• Real Estate
• 700 & Above Employee

• IT Specialist

  • Feb 2017 - Feb 2018

  Far East Organisation - ICT Service Support Engineer, Business Application Support, Account Admin  Diagnose and resolve problems escalated from Service Desk Agent.  Escalate case to appropriate resource / support (level 3 or vendor)  Prepare solutions and recommendations to users after diagnosis.  Perform daily checks specified in template and sign off.  Perform backup and transport media to and from Far East Plaza and various offices.  Prepare backup media to be sent to offsite storage facility.  Account admin related job. Create, modify, terminate user account. Assign user job roles accordingly.  Perform audit. Perform user account review. Check on validity of user account, roles and job scope to ensure the proper rights given to users and meet the user's job designation. - Experience in Opera, Infrasys, Navision and etc



IBM

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

• IT Support Coordinator

  • Feb 2014 - Feb 2017

  IT Administrator / Support Coordinator for 3 years (IBM Singhealth Project)  Conduct progress review meetings with project managers, tracking progress, facilitating the resolution of issues, highlighting resource constraints and tracking actions  To track and provide reports on project status and performances  Establish and improve workflow for company’s IT unit  Collaborate or partner vendors / partners (if any) to ensure that the project’s delivery meets the business specifications  Quick learner with the ability to adapt to new technologies in a short span of time  A team player, with a keen eye for detail and the ability to prioritize workflow  Maximo knowledge  Assist service desk agent and provide general administrative tasks  Assist in other IT related projects or activities  Handling incoming emails, tracking of ticket status, keeping users updated on status and etc  Resolving problems over the phone or email and escalate problems to 2nd and 3rd level support