FAHMI LAILI
Singapore
Summary
Professional systems management expert with strong background in deploying, configuring, and maintaining SCCM environments. Known for collaborative approach and adaptability to evolving technical requirements, ensuring reliable and efficient system operations. Adept at troubleshooting, patch management, and software distribution, consistently delivering impactful results within team settings. Recognized for problem-solving skills, reliability, and focus on achieving optimal performance.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
End User Support
NTUC First Campus
2021 - Current
- Enhanced SCCM efficiency by implementing automated processes and streamlining workstation baseline app.
- Maintained accurate asset records by regularly reviewing device collection memberships within SCCM console.
- Assisted in the integration of third-party tools with SCCM, providing additional functionality and improved user experience.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Collaborated with team members to develop streamlined processes for desktop support services.
- Created custom scripts to automate repetitive tasks, increasing efficiency within the desktop support team.
- Served as an escalation point for challenging desktop support cases, applying advanced problem-solving skills to resolve issues quickly.
- Provided remote desktop support to satellite centres, ensuring consistent services across all locations in Singapore.
- Mentored junior team members in best practices for desktop support, helping develop the next generation of skilled IT professionals.
- Manual and auto enrolment of AppleTV on Jamf portal
- Assisted in L1 Helpdesk transition by preparing Knowledge Transfer to the Helpdesk Team
- Assisted in porting over open/outstanding tickets to new ticketing tool
- Managed Windows 11 upgrades
Desk Side Analyst II
Marina Bay Sands
2013 - 2021
- Providing technical advice and support to the VIP Executives and end-users regarding the use of computer hardware and software, perform routine installs, modify and make minor repairs to personal computer hardware and software systems.
- Operating in an environment that provides 24x7 operations to our businesses.
- Investigate and research solutions for PC hardware and software problems
- Responsible for spearheading the installation request of hardware and peripheral components such as monitors, keyboard, printers, scanners, casino equipment on user’s premises
- 2nd level escalation support for complex problems
- Participate and take lead on the PC refresh, WinXP to Win7, and IT projects.
- Ability to produce reports for management.
- Attend to incidents ensuring it to be completed within SLA.
- Using SCCM to push Windows Security Updates.
- Using SCCM to package Windows Security Updates on monthly basis in accordance to Microsoft release (every 2nd Tuesday of the month).
- Package driver according to PC model on SCCM
- Package software on SCCM (i.e. Flash Player, Chrome, Mozilla)
- Managing devices collection in SCCM
- Self-research on OS deployment via SCCM and implementing it in MBS environment.
- Managing OS image on SCCM ensuring it is up to date with security related KB.
IT Helpdesk Support Engineer attached at Changi Airport
Xtra Communication Pte Ltd
01.2012 - 01.2013
- Providing solutions for public/passengers in Changi Airport connecting to wireless@SG and wifi@changi setup
- Helpdesk support via support phone
- Referring the public/passengers to the appropriate Telco services for password issues
- Assisting public/passengers with technical difficulties on wireless and network connections
- Performing basic troubleshooting to the AP and switch configuration
- Submission of monthly log calls/report and solutions to Changi Airport Group (CAG)
- Changing of UPS when down
- Monitoring the whole network using Aruba airwave, WhatsupGold and Cisco wireless LAN Controller
- On-site testing for signal strength and speedtest
Auxiliary Police Officer attached at Tuas Checkpoint
AETOS Security Management Pte Ltd
01.2011 - 01.2012
- Working with ICA for illegal immigrant’s detection and contraband smuggling
- Assist SPF on arresting wanted person
- Vehicle screening for fines
M&E Drafter contract staff
CPG
01.2010 - 01.2011
- Drafter specializing in M&E, Fire Protection and Architectural Drawings using AutoCAD 2010
M&E Drafter contract staff
Honeywell
01.2009 - 01.2010
- Mechanical and Electrical drafting using AutoCAD 2010
- Submission of drawing to appropriate regulatory
Auxiliary Police Officer
Certis Cisco
01.2008 - 01.2009
- Attached at various locations as per client’s requirements namely:
- 1. Marina Barrage for PUB
- 2. Turf Club
- 3. Changi Prison
- 4. Bedok Depot for PUB
- 5. Cisco Recall
- 6. Parliament House
- Multi-tasking in attending alarms depending on shift
- Preparation and submission of reports case by case basis
- Ensuring that law and order is achieved for all sites
- Ensuring that safety procedures are abided accordingly
SGT at Ang Mo Kio Fire Station
National Serviceman for Singapore Civil Defense
01.2006 - 01.2008
Education
Diploma - Information Technology
Informatics Academy
01.2013
Higher NITEC - Mechanical Electrical Engineering Design
ITE Tampines
01.2006
Certificate of Merit in NTC2 - Air-Con and Refrigeration
ITE East Bedok
01.2003
Certificate of Merit in NTC3 - Air-Con and Refrigeration
ITE (Geylang Serai Vocational)
01.2002
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Loyang Secondary
01.2000
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Changkat Primary
01.1997
Skills
- Language: English and Malay (Written and Spoken)
- Statement of Attainment from WDA:
- Higher Certificate in Armed Security
- SE-SO-203E-0 Provide Armed Protection of Financial Institutions and Related Businesses
- SE-SO-101C-1 Handle Counter-Terrorism Activities
- SE-SO-102S-0 Conduct Crowd and Traffic Control
- SE-SO-204E-0 Use T-Baton
- Workplace Numeracy – Level 5
Certification
- APMG - Agile Project Management Foundation
- ITIL Foundation V3
- AutoCAD 2010 Certified Associate
Timeline
IT Helpdesk Support Engineer attached at Changi Airport
Xtra Communication Pte Ltd
01.2012 - 01.2013
Auxiliary Police Officer attached at Tuas Checkpoint
AETOS Security Management Pte Ltd
01.2011 - 01.2012
M&E Drafter contract staff
CPG
01.2010 - 01.2011
M&E Drafter contract staff
Honeywell
01.2009 - 01.2010
Auxiliary Police Officer
Certis Cisco
01.2008 - 01.2009
SGT at Ang Mo Kio Fire Station
National Serviceman for Singapore Civil Defense
01.2006 - 01.2008
Higher NITEC - Mechanical Electrical Engineering Design
ITE Tampines
Certificate of Merit in NTC2 - Air-Con and Refrigeration
ITE East Bedok
Certificate of Merit in NTC3 - Air-Con and Refrigeration
ITE (Geylang Serai Vocational)
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Loyang Secondary
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Changkat Primary
End User Support
NTUC First Campus
2021 - Current
Desk Side Analyst II
Marina Bay Sands
2013 - 2021
Diploma - Information Technology
Informatics Academy
References
Available Upon Request
Training
- February 2017 ITIL Foundation V3
- November 2016 ITIL Foundation
- October 2010: AutoCAD 2010 Certified Associate
- June 2006-July 2009: Auxiliary Police Officer Basic Training Course
- Nov 2006: Personal Awareness Course by Outward Bound Singapore
- Junior Commander Course by Outward Bound Singapore
- Dec 2004: Participated in the 8th World Pencak Silat Championship
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