Jasreen J
Singapore
Summary
Dedicated and results-driven IT Service Operations Specialist with extensive expertise in application support, service delivery, and ITIL best practices. Proven success in incident management, problem resolution, and vendor coordination ensures seamless IT operations. Proficient in troubleshooting applications, supporting audits and compliance, and fostering cross-team collaboration to deliver business-focused solutions. Committed to identifying service improvement opportunities and implementing technical efficiencies that enhance user experience and drive organizational productivity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Operations Specialist
ZESPRI International (Singapore) Private Limited
06.2021 - Current
- - Provide application and infrastructure support, troubleshooting incidents, resolving issues, and ensuring minimal disruption.
- - Collaborate with Compliance and Audit teams during investigations (cyber/fraud).
- - Manage vendors and projects to reduce SLA breaches, ensuring delivery within agreed timelines.
- - Conduct security reviews and remediation to strengthen cyber security maturity.
- - Support onboarding/offboarding processes and maintain accurate asset records.
- - Escalate and track user issues, ensuring timely resolution and excellent customer service.
- - Prepare system documentation, architectural designs, and reports.
- - Drive service improvements by identifying efficiency opportunities and implementing enhanced outcomes.
Remote Field Engineer
NCS
12.2019 - Current
- Managed installation and maintenance of equipment across multiple sites.
- Conducted site surveys to assess project requirements and constraints.
- Collaborated with cross-functional teams to ensure project timelines are met.
- Developed and implemented process improvements for operational efficiency.
- Provided remote and onsite technical support for end-user computing devices, servers, and networking equipment, ensuring minimal downtime and smooth business operations.
- Installed, configured, and maintained hardware, software, and peripherals across client environments, adhering to company standards and project requirements.
- Diagnosed and resolved incidents related to system failures, application errors, and connectivity issues, escalating to higher-level support when necessary.
- Delivered technical guidance and user support to clients, improving technology adoption and user satisfaction.
- Documented service activities, incidents, and resolutions in ticketing systems to support knowledge sharing and compliance reporting.
Desktop & Infrastructure Support Engineer
iWOW Technology Pte Ltd
08.2017 - 12.2019
- - Delivered first-level support and resolved hardware/software incidents.
- - Administered email servers, system backups, databases, and system portals.
- - Installed, configured, hardened, and maintained IT systems.
- - Conducted UAT with customers and created user guides.
- - Provided training and desktop support for overseas users.
- - Supported server setup, Wi-Fi network configuration, and system administration.
- - Coordinated with sales and finance teams to prepare monthly billing reports.
Education
Bachelor of Science - Cyber Security and Forensics & Computer Science
Murdoch University
09.2021
Diploma - Electronics and Computer Engineering (Specialized in Network Systems & Security)
Ngee Ann Polytechnic
04.2017
Skills
- Application Support & Troubleshooting
- Incident management expertise
- Stakeholder engagement
- ITIL operational support
- Regulatory audit facilitation
- Analytical problem-solving
- Cross-functional teamwork
Certification
- ITIL Foundation Certificate in Service Management (2024)
- AZ-104 Microsoft Azure Administrator (2023)
- SharePoint Online for Administrators (2022)
LANGUAGES
English (Fluent)
Mandarin (Fluent)
Timeline
IT Service Operations Specialist
ZESPRI International (Singapore) Private Limited
06.2021 - Current
Remote Field Engineer
NCS
12.2019 - Current
Desktop & Infrastructure Support Engineer
iWOW Technology Pte Ltd
08.2017 - 12.2019
Diploma - Electronics and Computer Engineering (Specialized in Network Systems & Security)
Ngee Ann Polytechnic
Bachelor of Science - Cyber Security and Forensics & Computer Science
Murdoch University