GILBERT ONG YING MING

• ITSM tools for cases: ServiceNow
• Respond promptly to incidents, providing resolution of incidents escalated and status updates to relevant parties, monitoring the agreed service level
• Involved in client platform implementation/upgrade (autopilot), setting up of IT peripherals in the new joiners’ offices, setting up of conference/meeting rooms to ensure AV systems are in working order
• Involved in O365 admin duties (eg. assign Intune to devices, assign SSO login for apps in Entra, etc.)
• Handling IT one-stop email services for disseminating email reminders/announcements to the relevant parties, and assisting with customers’ queries/faults/requests
• Managing inventory lists and sourcing IT equipment for purchase
• Troubleshooting of client platform-related issues and requests, hardware issues, AV issues in meeting rooms, cabling management, etc.
• Monitoring of the server room (eg. checking of UPS, servers, and switches lifespan), standby for powering off and on of server equipment during annual power shutdown, etc.
• In charge of the delivery of items to the client for overseas shipping, and the collection of the items from the client
• Handling Power Automation in SharePoint for fault-reporting (eg. IT-related issues, request usage of meeting rooms, etc.), and email attachments for receiving delivery orders and invoices’ softcopies
• Handling ad-hoc tasks (eg. Cable Management, Wi-Fi Survey, etc.)

Helpdesk Engineer

• ITSM tools for cases: ServiceNow; tools for third-party escalation cases: JIRA
• On-site Concierge, off-site (at the user’s location) support, remote (MS Teams / Zoom) support
• Respond promptly to incidents, providing resolution of incidents escalated and status updates to relevant parties, monitoring the agreed service level
• Handling one-stop email handling services for disseminating email reminders/announcements to the respective parties, and assisting of customers’ queries/faults/requests
• Handling VIP users and cases
• Involving in client platform implementation/upgrade (Windows 10/11, Macbook OS, iPad)
• Troubleshooting of client platform-related incidents and requests (for both staff and students), and hardware issues
• Performing system administrative tasks (eg. unlocking accounts and resetting passwords)
• Performing ad-hoc tasks (eg. firmware patching of printers)
• Handling Cloud PC and AVD technical queries, incidents, requests and escalations
• Assisting in verifying Menlo / firewall issues and requests

Lab Engineer

• Handling and troubleshooting of Lab PCs, setting up NetSupport System to remotely access computers for students’ usage
• Assisting in the booking of computer labs
• Maintaining the current inventory of hardware, software, documentation, supplies, and other equipment required for lab operations
• Updating of group policies, images, software, and patches for computer lab PCs
• Improving work efficiency through software testing, UAT, and reviewing of documentation work processes
• Creation of student accounts for the lab domain
• Updating of the daily timetable schedule for individual labs
• Remote patching of servers
• Monitoring CCTV to ensure compliance with security measures, and provide clips upon client requests
• Provide lab and IT support for campus events (eg. EAE / PAE)

Project Team Leader

• Leading a team of resources (Helpdesk/Wintel/Centralised Servicedesk team engineers) to perform service delivery (Ngee Ann Polytechnic)
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific SLA (eg. monitoring SLA for daily cases)
• Performing personnel recruitment, performance assessment, mentoring, and training
• Escalating to relevant parties and stakeholders for operational issues that require attention from the client
• Weekly progress updates on Helpdesk/Wintel/Centralised Servicedesk teams on relevant pending items
• Providing weekly/monthly reports to stakeholders/management on performance of the service delivery
• Generating billing reports, knowledge-based articles, and updating SOP
• Basic administrator of ITSM (ServiceNow)
• Supporting Agency: Ngee Ann Polytechnic

• ITSM tools for cases: HP Service Manager (updating / monitoring of cases)
• Respond promptly to incidents, provide resolution of incidents escalated and status updates to relevant parties, monitor the agreed service level
• Involving in client platform implementation / upgrade
• Troubleshooting of client platform related issues and requests, hardware issues
• Perform card personalization to process damaged or newly received cards for users
• Manage and record assets / inventory lists
• Performing system administrative tasks (eg. Unlock Active Directory accounts, update email distribution lists)
• Supporting Agency: Ministry of Defence

• Leading a team of temporary staff for a major tech refresh; assist in tech refresh whenever required
• ITSM tools for cases: BMC Remedy Service Desk / ServiceNow
• Respond promptly to incidents, provide temporary/permanent resolution of incidents escalated and status updates to relevant parties, and monitor the agreed service level
• Involved in client platform implementation/upgrade
• Troubleshooting of client platform-related issues and requests, hardware issues
• Manage and record assets/inventory lists
• Provide IT support for national events
• Supporting Agency: Ministry of Home Affairs – Singapore Police Force