Lim Wee Leng
Singapore
Summary
To gain different experiences and knowledge in different fields and to make use of what I know and had learnt in good use.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Service Desk Engineer
Digital Development
07.2020 - 02.2024
- Serve as Service Desk Engineer for customers ensuring key issues are resolved in a timely manner
- Responsible and Accountable for high-priority escalated issues
- Offer solutions or workarounds wherever possible to ensure Service Availability
- Respond to escalated incidents and alerts as per defined Service Level Agreements
- Escalate and liaise with development team and external Service Providers as required
- Responsible for attending required Training sessions on Company Infrastructure and Applications Deployment processes.
- Maintains accurate records of incidents, problems, and solutions in ticketing system
- Follow Business approved Standard Operating Procedures and work instructions
- Analyze any issues affecting infrastructure and work on solutions together with Senior members of the team
- Technical know-how to deploy, configure and maintain virtual instances/containers as per business requirements
- Assist with routine maintenance and software deployments to support Business requirements
- Create and maintain technical documentation and manuals, Solutions in Knowledgebase together with the Senior Support team
- Assists Service Desk (Tier 1) with best practices for handling issues as First Point of Contact, imparts advice and knowledge to improve Service Desk capabilities
- Take ownership of escalated issues and follow up with clients to ensure their systems are functional and Solutions is satisfactory
- Record customer feedback and potential product requests as requested
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Assisted in training new employees, and fostering teamwork and collaboration within the service desk team.
L2 Roaming Onsite Support
Novartis
07.2019 - 04.2020
- Diagnose and troubleshoot on hardware and software problems(Example: Outlook,Skype,Cisco Jabber)
- Deployment of hardware equipments (Laptop,Monitor,IP,headset)
- Installation of applications and programs
- Supporting meeting rooms setup on end user requirement
- Monthly check on meeting rooms to ensure equipments are working.
- Resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limit(SLA)
- Communicate with clients through a series of actions, either via Skype,MS Teams or email until they’ve solved a technical issue
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems(ServiceNow) to manage and process support actions and requests.
IT Executive
Giordano Originals Pte Ltd
11.2016 - 07.2019
- To provide supports to end-users on IT hardware (PCs, Laptops, MAC, POS), software and network related issues.
- To manage and troubleshoot problems/incidents promptly following established procedures.
- To assist in development of project plans, implementation timeline and deployment schedules in relation to IT projects
- Responsible for daily IT operation support including PC/POS setup, software installation, patch deployment, IT inventory control, updating daily sales online through SQL and FTP, and backup operation.
- Planning IT operation on newly open shops
- To work on IT project as per assigned.
- Negotiated contracts with vendors and suppliers, securing favorable terms for hardware acquisition and software licensing.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Casino IT Engineer ( Resort World Sentosa)
NEC Asia Pacific Pte Ltd
06.2016 - 10.2016
- Diagnose or troubleshoot hardware/software issues on Desktops, Zenix PC, Dot-matrix Printers, Epson Printers, Boca Printers, Datacard Printer and Webcams
- Install/Uninstall and deploy necessary software on end-users Desktops, laptops and Zenix PC ( Casino gaming table)
- Replace hardware equipment when necessary
- Updating status of incident and service request on system via Remedy Force
- Send daily reports of time check, incident tickets, service request via email
- Send emails to liaise with end-users of deployment, Updating IT equipment, Vendors (If there is any hardware issues with products)
System Service Representative ( Lenovo Service Center )
OPUS IT Services Pte Ltd
04.2015 - 06.2016
- Diagnose or troubleshoot hardware/software issues on Laptops, All-in-Ones and Desktops
- Repair/replace hardware parts when necessary
- Updating customer status of repairs via email ,telephone or text
- Updating database system via CRM/ITSM
- Assisting in adhoc onsite support when necessary
System Service Representative ( IBM Server )
OPUS IT Services Pte Ltd
04.2015 - 06.2016
- Diagnose or troubleshoot hardware/firmware failure
- Perform server/desktop preventive maintenance services
- Perform technical support as necessary to ensure proper operations of IT systems
- Handle customer issue escalate where possible
- Mounting / Un-mounting servers
- Installing windows OS in servers
Education
Higer Nitec in network security and technology -
Simei ITE College East
Singapore01.2012
Skills
- Visual Studio (3 years)
- Microsoft SQL Server (2 years)
- ServiceNow (5 years)
- POS (2 years)
- Ansible (2 years)
- AWS (2 years)
- Desktop support (4 years)
- Technical support (8 years)
- Computer repair (1 year)
- Computer hardware (3 years)
- Laptop repair (1 year)
- Customer service (8 years)
- Customer support (8 years)
- Software troubleshooting (2 years)
- Active Directory (2 years)
- Hardware deployment (4 years)
- Remote Support (4 years)
Availability
Immediate
Personal Qualifications
Simei ITE College East, Higer Nitec in network security and technology, 2010, 2012
Nric
S9217430A
Marital Status
Married
Personal Information
- Total Experience: 8 Years
- Date of Birth: 05/24/92
- Gender: Male
Citizenship
Singaporean
Languages
English
Intermediate (B1)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Service Desk Engineer
Digital Development
07.2020 - 02.2024
L2 Roaming Onsite Support
Novartis
07.2019 - 04.2020
IT Executive
Giordano Originals Pte Ltd
11.2016 - 07.2019
Casino IT Engineer ( Resort World Sentosa)
NEC Asia Pacific Pte Ltd
06.2016 - 10.2016
System Service Representative ( Lenovo Service Center )
OPUS IT Services Pte Ltd
04.2015 - 06.2016
System Service Representative ( IBM Server )
OPUS IT Services Pte Ltd
04.2015 - 06.2016
Higer Nitec in network security and technology -
Simei ITE College East
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