Norhaizat Mohamed Noor
IT Team Lead
Summary
Dedicated and results-driven IT professional with over a decade of experience in technical support, project management, and team leadership. Proven expertise in deploying and configuring mobile devices, troubleshooting IT issues, and managing service requests in high-pressure environments. Strong background in collaborating with cross-functional teams and training staff to enhance operational efficiency. Adept at maintaining compliance and reporting on project scope and progress to stakeholders. Committed to continuous learning.
Overview
13
13
years of professional experience
8
8
Certifications
Work History
IT Team Lead
OPUS IT Services Pte Ltd
04.2021 - Current
- Assigned to Singapore University of Technology and Design (SUTD).
- Led a team responsible for daily IT operations, including service desk, IT service counter, and onsite engineers.
- Managed manpower scheduling and planning for both regular operations and event support.
- Oversaw asset management and project planning/implementation.
- Attended to VIP cases and prepared weekly, monthly, and quarterly operations reports.
- Trained and guided the team, ensuring compliance and addressing system non-compliance issues.
- Provided Level 1 network troubleshooting and resolved M365 issues.
- Handled imaging and deployment of EUCD (End-User Computing Devices).
- Streamlined internal communications with the integration of collaboration tools that improved overall team coordination and efficiency.
Project / Desktop Team Lead
Capita Pte Ltd
09.2020 - 02.2021
- Assigned to PCCW Solutions Insys Pte Ltd
- Deployed and configured mobile phones for SPF users, and provided troubleshooting for mobile issues.
- Maintained daily tracker for mobile phone deployment and presented project scope in weekly meetings.
- Conducted training sessions and attended to VIP cases.
- Monitored FFE/PKI users and updated ITSM for cases and service requests.
- Provided weekly reports on outstanding incidents and tracked system non-compliance.
- Assigned duties to engineers and managed Level 1 network troubleshooting.
- Troubleshot M365 issues and handled imaging and deployment of EUCD (End-User Computing Devices).
Desktop Team Lead
Xcellink Pte Ltd
10.2018 - 08.2020
- Outsourced to NEC Asia Pacific Pte Ltd
- Assigned to CNB until December 2019, then to MOT from January 2020.
- Conducted training sessions and attended to VIP and VVIP cases, providing assistance as needed.
- Updated ITSM for cases and service requests, and prepared weekly reports on outstanding incidents.
- Monitored system non-compliance and updated the asset list as required.
- Configured iPads and iPhones with GoMax, and managed data migration.
- Liaised with external vendors for support and services.
- Provided Level 1 network and systems troubleshooting.
- Performed any other duties or requests within the contractual scope.
Team Lead
Xcellink Pte Ltd
09.2017 - 09.2018
- Outsourced to NEC Asia Pacific Pte Ltd
- Managed user tech refresh scheduling and conducted training.
- Updated asset records and tracked EOL assets.
- Liaised with vendors and the logistics team.
- Performed machine imaging, printer and scanner configuration, and data migration.
- Handled any other duties or requests within the contractual scope.
Field Service Engineer
NCS Pte Ltd
02.2017 - 07.2017
- Outsource to IMDA
- Managed and tracked service requests, IP phone cases, and incoming user IP phone extensions.
- Configured iPads and iPhones with GoMax and handled data migration.
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
- Performed any other duties or requests within the contractual scope.
Customer Service Engineer
Jardine OneSolution (2001) Pte. Ltd
09.2013 - 12.2016
- Outsource to Ministry of Manpower
- Handled out-of-scope requests and supported legacy machines and systems.
- Updated and tracked service requests, including IP phone cases and extensions.
- Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
- Configured iPads and iPhones with GoMax.
- Performed any other duties or requests within the contractual scope.
Customer Service Engineer
Jardine OneSolution (2001) Pte. Ltd
06.2013 - 09.2013
- Outsourced to Singapore Prison Services as IT project assistant/admin
- Assisted in project management and tracked service requests.
- Consolidated monthly data for service reports and liaised with onsite IT vendors for machine deployment and termination.
- Coordinated with external vendors for asset purchases and tracked asset movements.
- Supported the project manager with various tasks and covered MSO duties when needed.
- Raised GoMax requests and deployed iPads, while ensuring secure erasure of terminated hard disks.
- Raised service requests as required.
Project Assistant
OPUS IT Services Pte Ltd
11.2012 - 06.2013
- Outsource to Fuji Xerox Singapore
- Assisted in the MPS project for the government sector, working alongside business analysts and project managers.
- Drafted site maps using MS Visio and supported MPS printer deployment.
- Took meeting minutes and ensured proper scheduling of printer deliveries.
- Handled administrative duties, filing, and errands.
Desktop Engineer
OPUS IT Services Pte Ltd
05.2012 - 11.2012
- Outsource to Hewlett Packard Singapore for Government Project
- Migrated data from legacy to SOE machines, ensuring error-free completion and performing manual migration when necessary.
- Collected SOE machines and tracked collection reports.
- Assisted site lead with case reports and submission for closure.
- Installed software for users and performed secure wipe of hard disks after collection.
Education
NITEC in Infocomm Technology - Network And System Administration
ITE College
Singapore 04.2001 -
Skills
Customer support
ITIL framework
Teamwork
Remote support
Customer service
Problem-solving
Software installation
Microsoft windows and office
Desktop support
Help desk support
Project management
Device installation
Project coordination
Report preparation
Issue and resolution tracking
Hardware upgrades
Certification
ITIL V4 Foundation, PeopleCert
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Chinese (Mandarin)
Intermediate (B1)
Timeline
ITIL V4 Foundation, PeopleCert
09-2024
Google AI Essentials, Google (Coursera)
09-2024
Play it Safe: Manage Security Risks, Google (Coursera)
09-2023
Foundations of Cybersecurity, Google (Coursera)
09-2023
GCP Big Data & ML Fundamentals, Binx.IO, Xebia Academy
04-2022
IT Team Lead
OPUS IT Services Pte Ltd
04.2021 - Current
CoC in Cyber Security Fundamentals, ITE College (EC Council)
03-2021
Google Cloud Fundamentals, Binx.IO, Xebia Academy
03-2021
Project / Desktop Team Lead
Capita Pte Ltd
09.2020 - 02.2021
Desktop Team Lead
Xcellink Pte Ltd
10.2018 - 08.2020
Team Lead
Xcellink Pte Ltd
09.2017 - 09.2018
Field Service Engineer
NCS Pte Ltd
02.2017 - 07.2017
Microsoft Networking Fundamentals, NTUC Learning Hub
10-2016
Customer Service Engineer
Jardine OneSolution (2001) Pte. Ltd
09.2013 - 12.2016
Customer Service Engineer
Jardine OneSolution (2001) Pte. Ltd
06.2013 - 09.2013
Project Assistant
OPUS IT Services Pte Ltd
11.2012 - 06.2013
Desktop Engineer
OPUS IT Services Pte Ltd
05.2012 - 11.2012
NITEC in Infocomm Technology - Network And System Administration
ITE College
04.2001 -