Ric Goh
Summary
Adept at enhancing customer satisfaction and reducing ticket resolution times, I leveraged my problem-solving and teamwork skills from all my previous job experience to streamline IT support processes. My expertise in remote technical support and incident management has consistently improved service delivery, demonstrating a commitment to excellence and collaborative success.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Service Desk Analyst
Quidelortho
08.2023 - 10.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills thru Service Now ticketing system
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Checking user Windchill, JDE, LN workplace account
- Using Master control and LogMein to assist user
IT Operation Engineer
LingoAce
02.2022 - 02.2023
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Attending to trouble tickets raised using Zoho ticketing system from teachers/students/parents/learning advisor and course consultants
- Issues such as courses not update,not able to hear/see video and audio
- Arranging for IT test for new students joining to check on the device the student is using
- Working 24/7 shift to support Online World wide classes
Service Desk Analyst
Mitsubishi UFJ Financial Group MUFG
03.2021 - 03.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills thru ITSM ticketing system
- Using Active Directory to check on user account, downloading of daily Bank SGD/USD cheques transaction using CTS
- Monitoring Zabbix alert and check and approved Cyberak request
- Download daily printer report
- Working of 12hrs day and night shift
Service Desk Analyst
Bank of America Merrill Lynch
12.2019 - 03.2021
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Assisting user for VPN, remote PC connection, internet issues, Microsoft Outlook/word/Excel and Mobility
- Answering 30 incoming calls and chat to assist user on the reported issues
Technical Support Specialist
StarHub
06.2014 - 12.2019
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 40 technical support inquiries per day.
- Documented support interactions for future reference.
- Assisting user via call for billing/internet/mobile and tv issues
Customer Support Specialist
Ministry of Law
11.2012 - 05.2014
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Attending to walk in customer for Discharge and travel status for the Individual and Corporate Insolvency status
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- 30 incoming calls, emails and faxes per day from customers.'
Customer Care Representative
ANZ Bank
11.2010 - 10.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with for Credit card and Moneyline outstanding and loan enquiry
Education
Hua Yi Secondary School
01.1991 - 05.1996
Skills
- Remote Technical Support
- Teamwork and Collaboration
- Incident Management
- Network Troubleshooting
- Help Desk Support
- Technical Troubleshooting
- Problem-Solving
- Call Center Operations
- Online Chat Support
- Application support
- Customer Service
- Service Level Agreements
Timeline
Service Desk Analyst
Quidelortho
08.2023 - 10.2024
IT Operation Engineer
LingoAce
02.2022 - 02.2023
Service Desk Analyst
Mitsubishi UFJ Financial Group MUFG
03.2021 - 03.2022
Service Desk Analyst
Bank of America Merrill Lynch
12.2019 - 03.2021
Technical Support Specialist
StarHub
06.2014 - 12.2019
Customer Support Specialist
Ministry of Law
11.2012 - 05.2014
Customer Care Representative
ANZ Bank
11.2010 - 10.2012
Hua Yi Secondary School
01.1991 - 05.1996
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