Experience

Alpha Networks Solution Pte Ltd

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

• Incident Manager

  • Jun 2022 - Present

  - Initiate the critical incident management process when a high impact incident has been reported - Lead, respond, drive, facilitate, and chair all critical incident investigation activities and meetings with relevant stakeholders- Monitor and co-ordinate with resolver groups, vendors, and service owners to resolve incidents in line with resolution SLA's while minimizing the impact to our business and operations and to meet Service Level Agreement (SLA)- Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes.- Initiate, schedule and conduct post incident reviews as needed and ensure lessons learnt are shared with the required staff / engineers- Work with the relevant stakeholders to produce incident reports- Follow through with stakeholders to determine root cause- Review and make recommendations based on Incident Trend reporting and analysis- Work with ITSM Communications Manager to produce and update weekly, monthly and quarterly incident reports- Actively participate in Continual Service Improvement by identifying improvements to the critical incident management process- Ability to work on a rotation 24x7 on call roster Show less

• Network Operations Center Engineer

  • Nov 2021 - Sep 2022

  - Respond to client calls and technical support requests- Monitor client networks and systems through our RMM tools- Setup and configure RMM tools as per customer requirements- Assist in keeping client infrastructure documentation updated- Complete assigned training objectives to stay current with emerging technology



Bayer Vietnam Ltd.

• Site Support Specialist

  • Jul 2020 - Oct 2021

  A/ Prior to Dekalb migration to Bayer: ITSM Ticket Following up – up to 400 tickets per month – No Red Alert Deadline within Weeks – Following up with users In Detailed: + Take care of call service desk with KPI + Coordinate small project related (infrastructure upgrade, software upgrade) + Coordinate users' device domain migration project Support requests on Sat/Sun in case needed: + Daily health check (LAN, WAN, Server) + Manage Assets + Support Sale Rep/Field Force in Vietnam daily activities – application support (Special apps, Sype, Teams, SharePoint…), network drives…, daily troubleshooting + Provide user trainings + Daily report/weekly report for Call Center and Ticket Closed/Open/Pending B/ After Dekalb migration to Bayer: + Coordinate and provide support to the new site support service provider in order to ensure tickets are routed to correct assignment team + Assist Country IT Manager in interpreting, vendor contacting, coordinating upgrade projects, asset management + Provide physical support to central IT teams in Singapore in order to ensure functionality of remaining on-prem equipment Show less



ELG Entertainment Corp - Mr Lai Nha Trang

• Information Technology Help Desk Technician

  • Jan 2019 - Oct 2019

  + Daily Health Check (Wifi, LAN, WAN, Server, Surveillance) + Manage assets + Provide technical support to users (Windows, MacOS) + Manage business data in POS software (menus, customer details, discount events and special marketing programs) + Daily Health Check (Wifi, LAN, WAN, Server, Surveillance) + Manage assets + Provide technical support to users (Windows, MacOS) + Manage business data in POS software (menus, customer details, discount events and special marketing programs)



HTCare VN

• Hardware Software Technician

  • Nov 2017 - Dec 2018

  + Assemble Servers regarding customer's requirements + Consult and assist customers in selecting the best system specification that suits their requirements + Maintain systems by customer's order: virus scanning, redundancies cleaning, operating system installing, data backing up and restoring,.. + Assemble Servers regarding customer's requirements + Consult and assist customers in selecting the best system specification that suits their requirements + Maintain systems by customer's order: virus scanning, redundancies cleaning, operating system installing, data backing up and restoring,..