Kimberlly Siow

• Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
• Reduced downtime with effective troubleshooting and timely problem resolution.
• Lead for IT Executive support
• Demonstrated leadership skills in managing projects from concept to completion.
• Provide training & mentor team members
• Maintain good relationships and also liaise with vendors across different functions ( Network, AV, hardware vendor )
• Lead for all the APAC big event support
• Main point of contact for escalation to my team members
• Supported critical business applications'' uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
• Conduct new hire orientation
• Collaborated with cross-functional teams to ensure seamless IT support during significant company initiatives.
• Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
• Provided onsite and remote support for off-site employees, resolving issues quickly via the Zoom remote platform
• Budget & forecast planning for hardware purchases across APAC
• Travel overseas for event support if required
• Implement new hire orientation process & workflow for APAC
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Worked well in a team setting, providing support and guidance
• SME for Google admin, slack admin, jamf, Microsoft admin, zoom admin, Okta admin

1. Setup the new SG office

• -source for AV vendor locally
• -take up the challenge of being the pioneer in procuring and deploying Mac mini
• For Zoom room locally
• -guide vendor in setting up Mac mini for Zoom Room
• -conduct testing & make sure everything was in place before the open date
• (network connectivity, zoom rooms, printer)
• -liaised with the AV team in the US for Zoom room setup & testing
• -work with Ricoh vendor & US network team to set 2 SG office printers
• -work with the facilities team

2. involved in the early stage of Dialpad deployment

• -guide the SG local users on how to use Dialpad functionality
• -provide user feedback to the Dialpad core team

3. Implement APAC purchasing & logistics policies

• -took the initiative to connect & build up a good relationship with vendors
• -discuss and work out the best logistics arrangement for hardware &
• -work with the vendor and come up with a list of accessories for the
• APAC accessories portal
• -made sure all Apple products enrolled in the DEP portal
• -pick up of resigned assets
• -the vendor shares the inventory tracker in APAC

4. Project coordinator for the Shanghai office closure project

• -main point of contact for vendor & Splunk project team
• -coordinate the arrangement of closure activities
• 5. Provide 2nd & 3rd level support in person or remotely for users across APAC

5. Connect with Apple across APAC to set the Apple portal as a backup plan for procurement

6. Coach GSD members in APAC & EMEA

• -deployment steps for Windows laptop
• -GAM portal setup
• -Amazon Webspace setup
• -Net suite purchasing portal
• -SAP Ariba portal

• 2nd Level Technical Off-Site & On-Site Hardware & Software Support for all users within Medtronic SEA
• prepare orientation guides and conduct orientation session,
• prepare and conduct training Bi weekly for end users on the latest technology/ portal
• ensuring that all tickets are meeting SLA's KPI's
• prepare APAC monthly metric & individual reports + statistics for all the APAC region
• inventory update on all the IT assets
• purchasing for IT assets and laptops for end users
• setup and configure cisco phone for new users
• AirWatch support for both android and iPhone users
• APAC Project coordinator for Evolve IT project
• SEA Project Lead for 1 PC project
• APAC Problem Manager
• APAC Reporting Manager
• APAC Training manager
• develop Inventory Database using Microsoft Access for SG team

• 2nd Level Technical Off-Site & On-Site Hardware & Software

Support for all users within Deloitte’s Malaysian entities

• Data Protection Process Management for all of Deloitte’s Malaysian
• Participate in Tech Refresh & Upgrade Project migrating from
• Windows 7 to Windows 8 for all the users of all Deloitte’s
• MalaysianEntities..
• Preparation of user guides
• Ensuring that all tickets are meeting SLA’s KPIs
• Data back-up and restore through DPM
• Checking DPM daily report
• Conducting new hire on-boarding training
• Maintaining LAN Desk
• Run testing and create an offline version of the OS
• Provided expert support, troubleshooting complex technical problems for end-users promptly.
• Inventory update on all the IT assets
• Using active directory (AD) tools for control of user accounts,
• Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
• Lync phone set-up / Register user into the print server
• Involved in EMS (Engagement Management System) project

• In-charge of their iPad e-detailing project roll out
• Validation of medical sales representative sales target using
• Cognos and excel
• Assist in iPad e-detailing training for all the pilot sales
• Representatives
• Managing the testing on the e-detailing application and
• Preparation for phase 2 roll out
• Managed and set-up share point system for all the management
• Team to update their meeting action log
• Managing the Air-watch System
• Preparing all the user guide for iPad Air, Cognos and also
• Microsoft Share Point
• Provide support to the sales Representatives on any iPad issues
• In charge of iPad 2nd Phase implementation roll out

• Provide Verbal Helpdesk Support – Provide basic technical
• Knowledge training to end users and solving connection
• Problems encountered
• Training customers on router configuration and ways to increase
• The speed of broadband
• Assisting the customer support team with billing inquiries

• Assists in the SAP migration Process
• Provide Helpdesk Support - Basic Trouble Shooting
• Setup and install C.O.E onto workstations and laptops
• Setup and install VPN software on PDA phones
• Maintaining the inventory updates on all telephone extensions,

computers and laptops