SOON HOCK WONG (ALEX)
Jurong West
Summary
Dedicated Desktop Support Engineer providing technical solutions across Windows and macOS. Manages high-volume service requests with consistent user satisfaction, supports diverse hardware, and delivers personalized assistance for VIP users. Ensures seamless operations for corporate events and maintains high-quality meeting room technology.
Overview
21
21
years of professional experience
Work History
Level 2 Desktop Support Engineer
Percept Solutions - SAP Singapore
Jurong West
11.2024 - Current
- Act as the primary technical point of contact for a 500+ user base, troubleshooting a diverse hardware environment including Lenovo (Windows) and MacBook Air/Pro (macOS) systems.
- Take full ownership of the end-to-end ticket lifecycle within ServiceNow, consistently maintaining high satisfaction ratings by translating complex technical issues into clear solutions for users.
- Manage the deployment and ongoing support for the corporate mobile fleet, ensuring secure and seamless connectivity for Samsung Galaxy, Google Pixel, and iPhone users.
- Delivered 'concierge-style' technical assistance to SAP's leadership team, handling sensitive hardware refreshes and data migrations for zero downtime during executive operations.
- Established strong rapport with VIP stakeholders through proactive device health checks and rapid-response troubleshooting for high-priority incidents.
- Executed technical setups for major office events, coordinating projector and wireless mic configurations while ensuring stable multi-platform connectivity for guest speakers.
- Maintain 'always-ready' meeting spaces by proactively auditing Microsoft Teams Rooms hardware. I focus on preventing issues before they occur to ensure seamless hybrid collaboration for all staff.
- Manage the full lifecycle of office assets, from unboxing and custom configuration to secure decommissioning and data wiping.
- Simplify the onboarding process for new hires by providing personalized hardware orientations and ensuring all necessary peripherals and software are ready on Day 1.
- Dedicated Level 2 Desktop Support Engineer with over a year of experience at SAP Singapore, providing comprehensive technical solutions across Windows and macOS environments. Proven track record in managing high-volume service requests via ServiceNow, supporting diverse hardware portfolios (Lenovo, Apple, Samsung, Google), and delivering white-glove executive support for VIP users. Adept at managing complex AV setups for corporate events and ensuring seamless meeting room operations.
IT Desktop Support Engineer
LPS PCCW Solution
01.2024 - 09.2024
- Configured and deployed new laptops, tablets, and smartphones, including installation of Outlook, Edge, and security certificates.
- Managed the RSA/VPN token exchange process, guiding users through setup and troubleshooting.
- Performed data transfers and migration of user settings (Outlook archives, bookmarks, printer settings) for device upgrades.
- Oversaw the hardware de-kitting process, performing condition checks, and executing secure data wipes on returned devices.
- Project for Singapore Police Force.
Procedural Inspector (Trainer)
BGC Groups
06.2020 - 12.2023
- Trained and mentored teams of clinical staff and new supervisors on standard operating procedures, infection prevention (IPC), and proper PPE usage.
- Conducted regular competency assessments to ensure staff adhered to compliance and training standards.
- Specialized in staff training, assessment, and ensuring adherence to high standards of practice.
- Project for Ministry of Health (MOH).
Outlet Manager
Lomography Singapore, Analogue+ Pte Ltd
10.2014 - 12.2018
- Directed all store operations, including sales, workshop facilitation, stock inventory management, and part-time staff supervision.
- Trained staff on product knowledge, sales techniques, and brand culture.
Retail Associate
C.K. TANG Limited
03.2005 - 09.2014
- Delivered outstanding customer service across various departments, including electronics and apparel.
- Recognized for service excellence with the Singapore Service Excellence Award (EXSA) for six consecutive years.
- Assisted customers with product selection and inquiries daily.
- Maintained store displays to ensure an appealing shopping environment.
- Operated the cash register and processed transactions accurately.
Education
ADVANCED CERTIFICATE - SYSTEM SUPPORT
LITHAN ACADEMY
12-2023
NITEC - RETAIL
ITE West
12-2007
SPM -
Catholic High School
Malacca, Malaysia12-2000
Skills
- IT service management proficiency
- Device configuration
- Multi-platform OS mastery
- Infrastructure and AV expertise
- Asset management
- User onboarding and training
- Adaptability to change
- Effective communication
- VIP liaison skills
Language Expertise
- English
- Chinese
- Malay
Timeline
Level 2 Desktop Support Engineer
Percept Solutions - SAP Singapore
11.2024 - Current
IT Desktop Support Engineer
LPS PCCW Solution
01.2024 - 09.2024
Procedural Inspector (Trainer)
BGC Groups
06.2020 - 12.2023
Outlet Manager
Lomography Singapore, Analogue+ Pte Ltd
10.2014 - 12.2018
Retail Associate
C.K. TANG Limited
03.2005 - 09.2014
ADVANCED CERTIFICATE - SYSTEM SUPPORT
LITHAN ACADEMY
NITEC - RETAIL
ITE West
SPM -
Catholic High School