David Yasaiah
Desktop Engineer
Singapore,Bedok
Summary
Professional IT Support Engineer with robust background of 13 years’ experience in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, Windows and iOS/MacOS, Microsoft Office, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
7
7
years of professional experience
2007
2007
years of post-secondary education
10
10
Certifications
Work History
DESKTOP SUPPORT ENGINEER
Enggsol Pte Ltd, Contract to Fujitsu, Client Resorts World Sentosa
05.2025 - 07.2025
- Support / Troubleshoot walk-in users to ITCC (IT Care Center Office) with various issues in laptops and mobiles devices such as software/hardware, installations internal applications, password reset, Outlook, Wi-Fi, MFA setup for Android and iOS devices.
- Responsibility for Tech Refresh by reimaging existing laptops for staff left from organization (Offboarding).
- Assist new hire (Onboarding) setup notebook by add server name in WorkSpaceOne Intelligent HUB and update device(notebook) details in Workspace ONE UEM (add device in BitLocker and push down internal standard applications), assist logon to Windows login, MS Authenticator, installation RWS applications, M365 (emails, MS Teams), Printer, Security apps (Zscaler, Cybereason, SecureGuard, Trellix, VPN), and internal RWS application.
- Assist on queue ticket users walk into ITCC setup Intelligent HUB Application in mobile device / iPad (android / iOS) installing Tunnel, SAP SuccessFactor, Teams, Edge and Boxer mail app.
- Monitor and managing engineers Service Request (SR) tickets queue, follow up tickets in ServiceNow and Assist users via remote access in Workspace one (WS1) installation software, applications issues and hardware troubleshoot and close within SLA.
- Follow up with user and schedule appointments go onsite assist users software / hardware issues.
- Prepare documentation (knowledge base) PC troubleshooting user guide and share among Desktop Engineer Team.
- Project undertaken: Responsible for windows security update remediation for laptop and desktop all RWS employees, vendors and contractors. Ensure all laptops/desktops should updated with latest patches and up to date as current dates.
IT PATCHING ENGINEER
Enggsol Pte Ltd, Contract to Fujitsu, Client DBS
01.2025 - 04.2025
- Supporting daily operating system UAT Patching OS Windows and Linux in Puppet Enterprise tool using Market Place Robosys GUI application.
- Responsibility for creating and follow up on Change Requests (CRs) for approval and closure
- Ensure compliance with the Patching Standard Operating Procedure (SOP) and patch according to the user's schedule.
- Responsible for patching Linux/Windows OS for MariaDB, Maxscale, JBOSS, and MSSQL in Robosys according to user advice selecting types of patching ALL/Security and reboot sequence.
- Escalate any technical issues/errors encountered during patching to L2 and acknowledge the error to the customer.
- Address user queries related to patching and proceeded accordingly as per the user's advice.
- Respond promptly to customer emails and Microsoft Teams chat message requests for CR amendment.
- Ensure a thorough handover to the next shift team member at the end of your shift
- Assist users with Change Request (CR) Management by creating and follow up on Change Requests (CRs) for approval and closure.
- Update the customer on the change status.
- Escalate to the customer for any missing information on the CR
- Create User Guide documentation of UAT Patching and CR Creation and implementation form amendment.
- Reason for leaving: Agency contract Enggsol not renewed with Client Fujitsu
IT SUPPORT ENGINEER
GESS German European International School
10.2024 - 12.2024
- Troubleshoot MacBook and Lenovo laptop-related hardware and software.
- Assist in fixing errors in MS Office issues such as OneNote, OneDrive, MS Outlook, Webex, o365, Zoom, Teams, and Acrobat documents.
- Setup presentation meetings and school events connect to Apple TV or HDMI cable connection.
- Troubleshoot network issues connecting to school Wi-Fi and printing issues.
- Identifying software errors/hardware issues in Apple TV, iOS devices, MacBook and projector.
- Resolving issues in School applications and 3-party applications.
- Follow up with Students who fail to return devices borrowed from IT, and update in Configure Ticketing System and ticket closure according to SLA.
- Assist in resetting students' passwords for login to the School Portal / o365 / MS Office from the AD Server or the Password Reset Portal.
- Assist OnBoarding New Staff by setting up account profile login to Laptop.
- Assist users with SharePoint access permission issues and share files/documents via OneDrive internally and externally.
- Setup MS Authenticator MFA in mobile devices access to School Portals.
- Project undertaken: Created testing Chatbot under 3rd Party Website Botpress and created documentation guide creation and configuration of Chatbot in School Staff IT Portal.
- Contract 3 months Project base
DESKTOP ENGINEER, L2
ITConnectUS, Agency contract to PCCW/LPS – SCDF HQ
07.2024 - 09.2024
- Assist reimaging Win10 laptop and desktop under WOG (Whole of Government) machines
- Patching software applications for WOG machines after reimaging Win10.
- Ensure standard applications/programs are updated with main software components such as proxy, End Point Protection (EPP), Office 365 (latest version), SCDF Groups, and a total of 115 + applications should be installed.
- Assist the deployment team in following the deployment checklist and ensuring group policies are updated in compliance with government software applications in all the WOG machines.
- Reason for leaving: End of EUC Project with Client PCCW
SR. DESKTOP SUPPORT ENGINEER
EPS Recruitment Agency, Contract to World Bank
10.2022 - 06.2024
- Setup Windows 10/11 user profile for onboarding new staff with PIN, Face recognition, Fingerprint Scan, MS Outlook, MS Teams, Install WBG applications, Bloomberg, printer connection, and corporate phone (iPhone).
- Setup workstation with docking with LAN, keyboard, mouse, single or dual monitors and ensure all working properly.
- Assist setup Yubikey in accessing WBG applications using personal laptop.
- Troubleshoot Peripheral problems with external devices connected to the computer like keyboards, mice, printers, and monitors.
- Monitor inventory PC accessories, update in inventory new laptop/desktop and Apple smartphone devices arrive.
- VC Setup for internal and external meetings with MS Teams, zoom, Webex, and projector with presentation slide.
- Reimagine laptop/desktop Win10/11 add collection in SCCM with Bare Metal (Single user/multi-users) method using thumb drive.
- Compiled user-reported issues by creating tickets in ServiceNow and escalate to the respective support Team.
- Troubleshoot Cisco IP Phone not connecting to the network, profile not showing up in IP Phone display, and escalate to Cisco Support Team for further assistance.
- Troubleshoot and fix issues in Microsoft Office, o365, browser compatibility, World Bank internal applications,and assist remotely using Remote Desktop Manager (RDP) via GoTo Resolve.
- Software installation using administrator access install internal Bank applications and 3rd party applications such as Bloomberg Terminal, Numerix, Anaconda, SQL Matlab etc., with World Bank compliance.
- Project undertaken: Oversaw completion upgrade Windows 10 to Windows 11 for all 200+ Bank employees with teamwork within the deadline in 6 months.
L2 DESKTOP SUPPORT ENGINEER
Lenovo PCCW Solutions (LPS) Singapore
03.2022 - 09.2022
- Provide PC support services for troubleshooting, configuration, testing, and maintenance including Android Tablets.
- Perform reimagine for ISS PC using Acronis with portable CD ROM.
- Reimagine Android Tablets with Factory restore and reinstallation in-house applications.
- Assist user walk-in to IT Clinic and troubleshoot hardware and software issues, printer and Network connectivity (Wi-Fi connection).
- Responsible for deploying PC and accessories such as charger, dongle, USB Connector, etc.
- Monitor the Ticketing queue in ITSM and assign it to the respective engineer according to Cluster.
SERVICE DESK ENGINEER
GoldTech Resources, Contract to NEC
06.2021 - 02.2022
- Assist and troubleshoot hardware/software, Healthcare applications, and Microsoft Office issues via Call handling and emails.
- Troubleshoot and fix Windows logon account locked with Secure Guard by checking ClearPass on-guard health status or unhealthy, Windows AD account locked / reset.
- Ensure all the user particulars and details have been recorded in ticketing tools called Remedy Ticketing Tool accordingly.
- Daily clear and update handover cases (follow-up) and close with user permission or close according to the 3 Strike rule if no response.
- Troubleshoot HVPN issue by checking network connection e.g., Hotspot / Home Wi-Fi connection. Check the user profile whether user has HVPN access or not and escalate to ID Admin.
- Assist on SAP Nauticus account SAP Prod 800 unlock/reset for user.
- Secured doc account locked by troubleshoot run the challenge data code verifying the machine under owner/user and proceed to perform the unlocked account.
HELPDESK EXECUTIVE
Sea Consortium Pte. Ltd.
03.2018 - 11.2020
- Troubleshoot in-house shipping application issues related to finance (claims, billings, charges, invoices, etc.), vessel schedule, container tracking, installation, and many other modules.
- Guide and assist users via Team Viewer fixing errors in scheduling applications to upload documents for claims by the finance department.
- Provide system process training and documentation to end-users to understand the business process.
- Follow up with users and be a good team player working closely with developers' teams to ensure they met SLA.
- Liaise closely with the developers' Team on the frequent issues in applications to be discussed and find solutions for permanent fixes.
- Perform testing for all new module applications release and feedback to developer with Word document testing checklist.
- Gather user feedback and escalate to the developer on bugs issues in applications to be fixed permanently.
- Assist user via remote assistance for global end users (Europe, South-East Asia, West Asia, and Asia) with issues in VPN, Software installation and errors, and hardware issues related to Windows (login and Password issues) Check and grant access modules according to user job role with approval by HOD.
- Provide knowledge sharing among team-mates in weekly huddle discussions towards team improvement to meet the goals.
- Monitor Heavy usage of remedy (ticketing system- JIRA) to keep track of requests and outages, ensuring that we comply to the ITIL Management process.
Education
Diploma - Information Technology
Sentral College
Skills
Remote desktop support
Hardware diagnostics
Desktop support
Application installations
Video Conferencing Setup (Teams / Webex / Zoom)
Mobile device management
IT documentation knowledge Base
Service level agreements
Windows 10 / 11
Network troubleshooting
Active directory
User support
Mac systems
Ticket management
Application support
Technical troubleshooting
Microsoft o365 and M365
IOS Mobile device and iPad
Android and Tablets
Certification
Certification of Excellent Award - World Bank - 2023
YEARS OF EXPERIENCE
13 Year experience in IT Support with 7 Years of Call Center IT Service Desk Support, 3 Years in-house applications support, and 3 Years as Desktop IT Support (on-site) Engineer.
AVAILABILITY
Immediately
ADDITIONAL INFORMATION
- Achievement Year 2023-2024 in World Bank
- Highest Ticket Resolver - 2023-2024
- Highest Customer CSAT receiver - 2024
- Excellent Quality Award Winning World Bank Contractor - 2023
- - Highest numbers of KB's attached in Incident Tickets
- Create and contribute KB documentation Troubleshooting user guide for World Bank knowledge articles.
- Achievement Year 2017-2018 in IBM, Changi Business Park
- TOP Performer Service Desk Agent highest KPI scorer Year 2017
- TOP Performer Service Desk Agent Award Year 2016
- TOP Performer Service Desk Agent highest KPI scorer Year 2016
OTHER ONLINE CERTIFICATION INFORMATION
- Apple Certified Support Professional macOS 11: 1 Installation and Configuration – LinkedIn
- Certificate of Completion_macOS for IT Administrators – LinkedIn
- Certificate of Completion Microsoft 365 Application Management - LinkedIn
- Certificate of Completion_Microsoft Azure Fundamentals AZ900 Cert Prep 1 Cloud Concepts – LinkedIn
- VMWare for Absolute Beginners Certificate - Udemy
Timeline
DESKTOP SUPPORT ENGINEER
Enggsol Pte Ltd, Contract to Fujitsu, Client Resorts World Sentosa
05.2025 - 07.2025
IT PATCHING ENGINEER
Enggsol Pte Ltd, Contract to Fujitsu, Client DBS
01.2025 - 04.2025
IT SUPPORT ENGINEER
GESS German European International School
10.2024 - 12.2024
DESKTOP ENGINEER, L2
ITConnectUS, Agency contract to PCCW/LPS – SCDF HQ
07.2024 - 09.2024
SR. DESKTOP SUPPORT ENGINEER
EPS Recruitment Agency, Contract to World Bank
10.2022 - 06.2024
L2 DESKTOP SUPPORT ENGINEER
Lenovo PCCW Solutions (LPS) Singapore
03.2022 - 09.2022
SERVICE DESK ENGINEER
GoldTech Resources, Contract to NEC
06.2021 - 02.2022
HELPDESK EXECUTIVE
Sea Consortium Pte. Ltd.
03.2018 - 11.2020
Diploma - Information Technology
Sentral College
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