Aisakani
Summary
Results-oriented Infrastructure Engineer with a successful background in project management, operations and IT infrastructure within the banking sector. Eager to transition into a cybersecurity role, bringing a unique blend of project execution, operational efficiency and a commitment to information security. Proven ability to lead cross-functional teams, implement strategic initiatives and drive projects to successful completion.
Overview
3
3
years of professional experience
Work History
Infrastructure Engineer
Quess Corp Singapore Pte Ltd (OCBC Bank)
10.2022 - Current
- Responsible for day-to-day operation for voice & video systems which includes installation, maintenance, and management.
- Diagnose and rectify issues pertaining to communication tools, including MS Teams for softphone functionalities, Avaya Desk and softphones, and Verba for recording services, ensuring uninterrupted and efficient communication across the organization
- Collaborate with third-party vendors to address advanced technical challenges, negotiate service level agreements (SLAs), and facilitate the resolution of complex infrastructure issues.
- Coordinate with the Wintel team for seamless integration of infrastructure components, with a focus on Windows-based systems.
- Resolve soft phone-related issues, including those related to MS Teams and Avaya utilizing technical expertise to enhance the user experience and ensure uninterrupted communication services.
- Lead and contribute to infrastructure projects, applying project management methodologies and technical expertise to ensure successful implementation.
- Collaborate with cross-functional teams, including network and security professionals, to deploy and integrate new technologies and systems.
- Generate and analyze technical reports related to infrastructure performance, utilizing tools and platforms to extract meaningful insights.
- Maintain detailed technical documentation for infrastructure configurations, changes, and troubleshooting procedures.
- Thrive in a fast-paced, dynamic environment, demonstrating adaptability and resilience to evolving technical challenges.
Senior Service Desk Analyst
ITCS Singapore Pte Ltd (Bank Of America)
04.2022 - 09.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Continually updated personal knowledge of computing hardware operating systems and software
IT Support Engineer
QTS Global Pte Ltd
11.2021 - 04.2022
- Provided onsite and remote support to client end-users regarding their IT issues and concerns
- Conduct IT overall inventories and audits
- Installed, configured and maintained computer systems and network connections.
- Used ticketing systems to manage and process support actions and requests
- Experienced in liaising with client global IT teams and service providers in rolling out project upgrade
Service Desk Analyst
ITCS Singapore Pte Ltd (Bank Of America)
11.2020 - 03.2021
- Provided technical support for hardware issues and software support for products such as Windows 7/10, MacOS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone) and other proprietary software
- Maximized use of hardware and software by training users and interpreting instructions.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Used ticketing systems to manage and process support actions and requests.
Education
Specialist Diploma in Cyber Security Management
Singapore Polytechnic
05.2024
Total: CompTIA Network+ Certification (N10-007)
Udemy
2023
Total: CompTIA A+ Certification (220-1002 & 1001)
Udemy
2021
IT Fundamentals Part 1 & 2 (SF)
NTUC Learning Hub
2021
Practitioner Cert in Personal Data Protection (SG)
Singapore Management University / PDPC
2020
General Certificate of Education – Normal Level
Yishun Town Secondary School
2002
Skills
Report Generation and Analysis
Employee Infrastructure Services
Service Desk Management
Incident and Problem Resolution
ITIL Framework
IT Security Awareness
Vendor Management
Project Coordination
User Support and Training
Troubleshooting and Issue Resolution
Timeline
Infrastructure Engineer
Quess Corp Singapore Pte Ltd (OCBC Bank)
10.2022 - Current
Senior Service Desk Analyst
ITCS Singapore Pte Ltd (Bank Of America)
04.2022 - 09.2022
IT Support Engineer
QTS Global Pte Ltd
11.2021 - 04.2022
Service Desk Analyst
ITCS Singapore Pte Ltd (Bank Of America)
11.2020 - 03.2021
Specialist Diploma in Cyber Security Management
Singapore Polytechnic
Total: CompTIA Network+ Certification (N10-007)
Udemy
Total: CompTIA A+ Certification (220-1002 & 1001)
Udemy
IT Fundamentals Part 1 & 2 (SF)
NTUC Learning Hub
Practitioner Cert in Personal Data Protection (SG)
Singapore Management University / PDPC
General Certificate of Education – Normal Level
Yishun Town Secondary School
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