Tan Yuan Soon
Singapore
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
12
12
years of professional experience
Work History
Technical Support
CrimsonLogic PTE LTD
09.2021 - Current
- Operates and monitors all systems, applications, network, and telecommunication line usage
- Fault Reporting, troubleshooting and incident/problem management: Monitor identify system abnormalities and resolve the problems or follow up to ensure resolution of the issue escalated to relevant parties
- Provides coordination support to users and engineers in disaster recovery, contingency tests, scheduled maintenance /system change requests, software installation, network equipment problems, etc
- Check and monitor environmental conditions for all devices, and equipment in the data center
- For-e.g.: UPS, Aircon, etc
- Day-to-day data Centre Physical Security Controller to maintain proper security within the data center such as escorting vendors into and out of the data centre
- Monitor backup jobs using backup software like Net-Back up, backup up tape library, and perform service recovery by escalating to the correct Support Teams such as Apps Team or Infra Team & follow subsequent instructions from the L3 engineers
- Mounting or un-mounting of tapes when the backup jobs have been completed according to the backup schedule
- Trigger Manual Backup Jobs such as Daily, Weekly, and monthly as when needed
- Assist in Windows OS Patching on servers according to SOPs
- Performs SR migration, deployments, instances refresh, etc., in Production, Trial, and UAT environments using web-min panels according to SOPs
- Performs data backup restore requests with the necessary approval process
Senior Desktop Engineer
PERSOLKELLY PTE LTD (NEC)
11.2020 - 09.2021
- Provide BAU support as backup VIP support engineer to all IT-related cases at onsite – MOM such as Mobile Devices Management and ongoing projects such as Tech refresh, Software Compliance patching reporting, biometric login testing
- Involve in weekly OPS and Tech Refresh meetings with the agency and provide related updates for project matters
Junior Team Lead
U3 Info-tech PTE LTD (PCCW)
01.2020 - 11.2020
- Handle users or client management escalation and various team escalation according to escalation matrix
- Manage Users expectation and monitor tickets queue management and SLA according to P1 or P3 cases
- Provide guidance on how to approach or resolved cases when field engineers bring up issues or problem to the team
- Ensure team members perform their duties according to SOP and is up to client expectations and collect feedback from team members when needed
- Perform and coordinate weekend or after office hours support when 24x7 operations support to sites
- Perform scheduled preventative maintenance on workstations and peripherals as per various support teams
- Provide hardware and software support to local and remote end-users, including hands-on support and basic tutoring/instruction when necessary
- Provide technical support for corporate users such as VIP
- Provide Support on Mobile Devices Management running iOS, Android system
- Service Delivery support such as: Recommend solutions, configure, and deploy hardware, install software, setup large special events and perform preventative maintenance activities
Mobile Email Support Engineer
Tangs Pac Consulting PTE LTD(UOB)
12.2017 - 12.2019
- Provide Corporate Mobile Email Support for corporate users including VIP for (BYOD) mobile devices using Blackberry Mobility Suites of Applications
- Handle 1st Level or escalation on BB Work or Others BB Mobility Suites of application through Phone or email support
- Issue Access Key-OTP to Users for SW activation due to reinstallation or related issues
- Handle BB Work Account Creations, maintain records of New BB Applications
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Developed and implemented preventive maintenance procedures.
Desk Side Analyst 1
Optimum Solutions (MBS)
09.2016 - 06.2017
- Provide hardware and software support to local and remote end-users, including hands-on support and basic tutoring/instruction when necessary
- Provide technical support for corporate users such as VIPs or on mobile devices and email systems, In-house applications, POS Systems, receipt printers Table touch, Multi-media content players, WYSE Thin Client, etc
- OS Migration from Win XP to Win 7 and troubleshooting with various teams and vendors on reported issues on the Handle problem recognition, research, resolution, and follow-up for routine user problems
- Coordinate P1 Tickets on the ground
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Helped meet changing demands by recommending improvements to business systems or procedures.
Dispatch Engineer
Wipro PTE LTD (NUS)
01.2014 - 02.2016
- Provide technical support to all IT hardware and Software for all NUS Users such as Office 365 for students.
- Provide technical support for VIP or Directors software requests, applications, network systems, devices, and email systems.
- OS Migration from Win XP to Win 7
- Maintain up-to-date Patching inventory for Network Switches
- Handle Network configuration requests such as Activation of New / Existing Network Points, configuring that point to be a printer and fixed IP request, Basic troubleshooting of network up to Edge Switches
- Configuring VLAN, Tagging VLAN, Port authentication, port mobility, setting port speed, interfaces, etc.
- Disabling and enabling ports Setting IP address on the machine and configuring VLAN needed for Cisco and Alcatel Edge Switches.
- .Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Associate Consultant ( Regional Remote Support )
Polaris Software Lab PTE LTD (JPMC)
10.2012 - 02.2013
- Provide remote support to all IT hardware and software requests, applications, network systems, devices, and email systems.
- Helped a team of 15 helpdesk consultants optimize users' experience by delivering superior services and effectively troubleshooting issues.
Education
Diploma - Mechatronic Engineering
Ngee Ann Polytechnic
Singapore04.2008
Higher NITEC - Mechatronics Engineering
ITE Dover
Singapore07.2005
Graduated in ‘O’ Level -
Private Candidate
Singapore01.2003
NCC Diploma - Computer Studies
Informatics Computer School
Singapore12.2001
Some College (No Degree) - Electronics (Wafer Fabrication)
ITE Yishun
SingaporeSkills
- SMS Office 365
- Lotus Notes
- AD Administration
- RSA SW Administration
- OS Imaging tools such Norton Ghost, Acronis True Image & SCCM
- Internet Browsers
- Mobile device management software - Airwatch, BlackBerry Suites App
- Windows Clients Operating Systems
- Windows Server 2012-R2 , 2019
- Backup software such as Veritas NetBackup and EMC NetWorker
- Mac OS
- On-site technical support
- Desktop technical support
References
- Mr. Alex Seow Chin Hua, IT Support Engineer, Blk293A, Bukit Batok St 21, Singapore, 650293, 94358783, alexseow@gmail.com
- Mr. Sirong Li, IT Support Analyst, Withers KhattarWong LLP, 18 Cross Street, #14‑01, Singapore, 048423, 98467623, sirong19@gmail.com
Personal Information
Notice Period: 01/01/2024
Languages
English
Intermediate (B1)
Timeline
Technical Support
CrimsonLogic PTE LTD
09.2021 - Current
Senior Desktop Engineer
PERSOLKELLY PTE LTD (NEC)
11.2020 - 09.2021
Junior Team Lead
U3 Info-tech PTE LTD (PCCW)
01.2020 - 11.2020
Mobile Email Support Engineer
Tangs Pac Consulting PTE LTD(UOB)
12.2017 - 12.2019
Desk Side Analyst 1
Optimum Solutions (MBS)
09.2016 - 06.2017
Dispatch Engineer
Wipro PTE LTD (NUS)
01.2014 - 02.2016
Associate Consultant ( Regional Remote Support )
Polaris Software Lab PTE LTD (JPMC)
10.2012 - 02.2013
Diploma - Mechatronic Engineering
Ngee Ann Polytechnic
Higher NITEC - Mechatronics Engineering
ITE Dover
Graduated in ‘O’ Level -
Private Candidate
NCC Diploma - Computer Studies
Informatics Computer School
Some College (No Degree) - Electronics (Wafer Fabrication)
ITE Yishun
Similar Profiles
HING LEEHING LEE
Chief Financial Officer at Crimsonlogic Pte LtdChief Financial Officer at Crimsonlogic Pte Ltd
Nai Huan LuiNai Huan Lui
Group Finance Director at CrimsonLogic Pte LtdGroup Finance Director at CrimsonLogic Pte Ltd
John TangJohn Tang
Customer Success Manager at NCS Pte LtdCustomer Success Manager at NCS Pte Ltd