Kelson CHIA
Summary
Proven IT Support Engineer with a track record of reducing downtime and enhancing user satisfaction at ACE HYPERTECH PTE LTD. Expert in network troubleshooting and remote desktop support, coupled with exceptional customer service skills. Successfully negotiated cost-effective solutions with vendors and identified sales opportunities, demonstrating a keen ability to improve system performance and security. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
1
1
year of professional experience
4046
4046
years of post-secondary education
3
3
Languages
Work History
Customer Service Assistant
Saint-Gobain Singapore
08.2024 - 11.2024
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Answered customer questions about product availability and shipment times.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Provided exceptional support during peak hours as well as holidays and special events.
- Contributed to sales growth by up-selling additional products or services when appropriate.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Maintained up-to-date knowledge of product and service changes.
IT Support Engineer
ACE HYPERTECH PTE LTD
02.2024 - 08.2024
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Safeguarded sensitive data with rigorous backup strategies and disaster recovery plans.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Established strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Monitored system performance to identify potential issues.
IT Technical Support Intern
E3 Information Enterprise
08.2023 - 12.2023
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
Education
No Degree - Information Technology
Linton University College
High School Diploma -
SMK Taman Selesa Jaya 2
Skills
Remote Desktop Support
Network Troubleshooting
IT Asset Management
Software Installation
Data Backup
Application support
Mobile Device Management
Desktop support
Customer Service
Issue Troubleshooting
Customer Consultation
Call center experience
Customer Relations
Timeline
Customer Service Assistant
Saint-Gobain Singapore
08.2024 - 11.2024
IT Support Engineer
ACE HYPERTECH PTE LTD
02.2024 - 08.2024
IT Technical Support Intern
E3 Information Enterprise
08.2023 - 12.2023
No Degree - Information Technology
Linton University College
High School Diploma -
SMK Taman Selesa Jaya 2
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