Mervyn Ting
Singapore
Summary
Highly competent, dynamic and organized IT Specialist with over 22 years of proven success in server & SAN storage, MS windows server and troubleshooting. A seasoned Professional with comprehensive experience in internet security, vendor management, project management, team collaboration, staff training and mentoring. Talent for proactive monitoring, conducting research and problem resolution to customers’ problems. Collaborative and decisive with strong communication and interpersonal abilities and with history of successful launches. Hardworking, resourceful and dependable individual with the ability to think out of the box. Possess excellent administrative, verbal communication and written skills, time management skills along with constructive and effective teaching methods that promote a stimulating learning environment. Proficiency in Citrix, Microsoft Office, Microsoft Exchange Server, Microsoft Windows Server and other related skills, including
Overview
22
22
years of professional experience
9
9
Certifications
2
2
Languages
Work History
Senior Infra Tech Support Specialist
Accenture Pte Ltd
01.2017
- Engaged in end user support for internal from all levels till VIPs.
- Provision of level 2 to level 3 support with resolutions to users’ issues ranging from all aspects such as printing, security, compliance, software, hardware and many more.
- Played an integral role in the introduction of self-hardware replacement support which minimizes vendor reliance and thus enhancing the capability to be able to replace faulty hardware with working ones in the shortest possible time and also to enhance support staff way of handling users.
- Active involvement with other IT department counterparts in the preparation, deployment, execution and learning of BeamPro Telepresence Robot, Cisco MX Series Video Conferencing and MS Surface Hub, whereby includes planning, procurement, deployment from IT infra perspective, setting up and train the trainer.
- Provision of enhancement to current presentation slides to new staff which introduced them to the IT related policies.
- Provided training to users from other departments on how to use equipment deployed by IT.
- Championed the introduction of new IT equipment and technology to other departments such as BeamPro Telepresence Robot, Cisco MX Series Video Conferencing and currently on Microsoft Surface Hub.
IT Manager
Singapore International Foundation
01.2016
- Tasked with the responsibility of managing the infrastructure from servers to firewalls.
- Led a team of 3 staffs for 1st and 2nd level user support in which to assist end users’ request, facilitate in CRM as well as web portal issues.
- Tasked with the responsibility of working on Wintel servers for carrying out roles like: user ID creation and setup of desktop/laptop setup for users and also orientating users on how to use the corporate equipment issued.
- Managed the corporate Office 365 environment like: Exchange online maintenance, policy fine tuning, and email creation to mobile management.
- Played an active role in re-structuring the organization’s Active Directory and ACL (Access Control List) thereby migrating all users’ to a temporary server while restructuring the current and migrating back.
- Proposed and implemented conferencing solution with the use of SingTel World Conference facility.
Systems and Call Centre Administrator
Credit Suisse
01.2009
- Served as an internal call centre to all staff for banking system assistance in the financial software.
- Provided assistance to run operational routines in order to maintain the data accuracy and availability of the bank.
- Acquired enough experience to be involved in the 1st and 2nd level support to proprietary banking system.
Senior IT Manager (Infrastructure Operations and Helpdesk)
OKx (OK Group)
12.2021 - 12.2022
- An estimated up to 12 months contract position for a fintech and crypto company newly started in Singapore
- Tasks that hands on :
- Desktop and Laptop upgrades, support to both Windows and MACs
- Printing Management
- User accounts and licensing management in O365 and Adobe Suite
- End User Managing and Support (Approximately up to 30 users, max till 160) to both Windows and MacOS environments
- IP-PABX maintenance and support
- Infrastructure support (i.e. Servers, Firewall, Switches, APs, CCTV, Door Access, etc.)
- On top of that, as a manager, I worked closely with the other local teams on the below :
- IT Procurement Planning
- Vendor Management
- Inventory Sizing and Management
- IT Orientation induction and training
- All Electrical, Electronics, Audio-Video requirement planning and sizing
- My achievements during the time are below :
- 1. Re-iterate software licensing issues and advised organization to obtain proper license type and count, and showcase the managed portal to store in place of accuracy of quantity and accountability.
- 2. Created a set of standard installation guidelines to users’ machines in Windows and MacOS and I standardize the setup for all users’, having to have standardized software and even down to icons displayed too.
- 3. Plan and have forward looking perspective to office facilities on meeting rooms like standardizing equipment in each room with display adapter, thus saving additional cost to organization in issuing all users the adapter.
- 4. Introduced SIP trunk services and IP-PBX phone systems to the organization at affordable cost ratio with implementation of VOIP phone systems for the organization.
- 5. Foresee future issues and touched base with external providers to do transfer of ownership for all billing matters back to the organization (i.e. ISP, Printer, etc.), to lessen the hassle of future audit or cross-billing and possible technical issues.
- 6. Implemented MFP from Fuji Xerox after requirement gathering from users’ and introduced secure print, followed by projection of follow-me print at a later stage.
- 7. Introduced Windows Server to use as data storage to all sensitive data of the organization and an DSM backup system for archiving as well.
- 8. Inventory management and updates to assigned users’ equipment as well as all within the organization in Singapore office with information like location, brand, serial number, warranty expiry. Thus, keeping it updated whenever there is new items and share with Admin and Finance for their respective records. Having one way information then prevents multiple copies too.
- 9. Worked closely with Finance and Admin team for inventory procurement, vendor management, sizing and others.
- 10. Create a online portal internal website for user’s request on any IT items like accessories and software, thus able to keep a record for any asset tracking or conformance issues.
- 11. Align to organization request to have a LED wall display for board room, I looked into the requirements and spec out the technical needs to have a complete total solution, encompassing not just display but covers the future needs like speaker system, digital drawboard and with overhead and speaker microphone too, then assist to look for dedicated AV vendor to get it functional, thus covering the single room use as board meeting as well as possible townhall in the near future.
- 12. Worked closely with HQ team based in Beijing to resolve local users WIFI issues and the connectivity to global cloud as well as local network issues.
- 13. Conduct IT Orientation to all new staff joining the organization, covering security, application, usage and more.
- 14. Introduce MDM solution for managing user’s MacBook devices in the push and maintenance of device and apps, which can have control and locking mechanism features in the devices.
- 15. Propose RADIUS server replication to smoothen login via the network, similar concept to AD domain replication.
- 16. Worked closely together with Security and Legal team for compliance and control.
IT Manager
Dover Court International School
01.2020 - 09.2021
- Working together with 2 other subordinates in the IT Department, my tasks are below where I have hands on to the work involved within the department.
- Tasks that hands on with the team :
- Projector maintenance and support
- SmartBoard maintenance and support
- Desktop and Laptop upgrades, support to both Windows and MACs
- Printing Management
- User accounts management in AD, O365 and G-Suite
- End User Managing and Support (Approximately up to 300 users)
- PABX maintenance and support
- Infrastructure support (i.e. Servers, Firewall, CCTV, etc.)
- On top of that, as a manager, I worked closely with the local management team on the below :
- Capex and Opex planning
- IT Procurement
- Process Management
- Vendor Management
- Inventory Sizing and Management
- Strategic Planning
- Report Standardizing to Generate for Billings
- My achievements during the time are below :
- 1. Takes the initiative to setup meetings with Examinations Department for their ICT needs and requirements which I size up the ICT labs meant to use for both during classes and examinations, thus segregation out with separate VLAN, enabling the ability to disable internet during exams and resume during class, as well as dedicated printing needs during exams period.
- 2. Taking the initiative to notice and check the campus's IP-PABX infrastructure and configuration which discovers and resolves issues such as cross-lines, standardizing configuration to all IP Phones, cross-referencing lines to correct users, duplication, etc.
- 3. Inventory sizing whereby I started the process of managing the campus OS upgrades from Win 7, Win 8 to Win 10 progressively by doing minor tech refresh of upgrading their HDD to SSD instead changing to a new machine, thus having cost savings to the campus.
- 4. Profile Image Creation which I scout through many different models of desktops and laptops in the campus and created multiple images using Acronis, in which there is a standard blank OS image, followed by OS + necessary software image for specific needs and further segregated out by different models of machines too. This then ease off time spent on installation and cloning of machines, thus bringing in standardization to the computers used with different profile (for exams, teaching, staff and supply teaching), different software
- 5. Educating of fundamentals to staff whereby to guide staffs on basic IT troubleshooting as part of knowledge sharing, like the need to shut down their machines when not in use or basics of unplug and re-plug in connection. This allows staff to understand when issues arise and also takes care of campus IT equipment too.
- 6. Kick start discussion with HR to smoother the process flow for joiners, leavers, covering staff as well as other related. Started a form filling mechanism for them to try out the process and in the process of fine tuning for the next term or year to improve process and enabling hassle free.
- 7. Standardizing and cleaning up of Corporate AD user accounts, password login, security groups and hostnames.
- 8. Office 365 Admin Managing of users’ license, shared mailbox within local domain.
- 9. Campus Infrastructure Planning, which incorporates Wi-Fi Enhancement, VLAN Segregation, DHCP Enhancement, etc.
- 10. Work together with the School Business Manager to re-invent the billing for printing, IDD calls to track data before letting Finance to pay the bill.
- 11. Re-construct the naming convention in the campus’s CCTV with a standard naming convention for ease of identifying and with policy that only HR and Management able to do playback while IT role is only to ensure workability.
- 12. Plan with HQ for MDM solution trial for students’ campus iPad apps push and maintenance Incorporated security and locking mechanism features in the devices to ensure connectivity via specific VLAN too.
- 13. Worked closely with HQ team for conducting internal IT audits, compliance and control measures.
Common Services and IT Security Manager
Ministry of Home Affairs – Singapore Police Force
01.2018 - 12.2019
- Started off as a Common Services Manager in ITID:
- Maintain SPF's major services like AD, DNS, DHCP and Backup.
- Manage a team of Facilities Management (FM) of 3 outsource engineers to engage closely with them for pre-patching and actual patching to the common services servers in SPF as well as WOG devices (i.e. users' desktop and laptops) via WSUS.
- In charge to run SE2 (Secure Email 2) project in SPF to deploy file and folder encryption as well as secure email in MS Outlook to all SPF users'. This serves a major SPF project from GovTech to allow users' in SPF to be able to receive/send encrypted emails due to work nature and ability to select different classifications to each email sent. With file and folder encryption incorporated, users' files are placed securely in their workstations to prevent being copied or moved out of sight.
- Did deployment of workgroup printers replacement where worked closely other department to size up, plan models, plan network path and connectivity and execute testing and training to SPF users.
- When ITID had restructure internally, was transferred to Infrastructure Support as Security Manager
- In charge of a team of 3 staff and 2 teams of 15 FM engineers per team.
- This team of 3 staff works closely with me to:
- Process planning
- Ensure payment and procurement
- OPEX Monitoring to ensure payment with no issues
- Inventory management
- Asset management and audits
- Project planning and budgeting
- On top of that, I am solely in charge of SPF firewall management with approximately 20+ outsource engineers to ensure all firewall rules and network are correctly pathed, workability, joint test with requestors to troubleshoot and process management of the requesting of firewall rules in SPF.
- With the correct process in place, have training guides and conducted workshops for requestors from various other departments within SPF to guide them of the new way of applying for firewall rules.
IT Specialist
ASML Singapore Pte Ltd
01.2013 - 01.2016
- Led a team of two staff for IT operations as 1st level user support to resolve end users’ request and issues in order to meet SLAs.
- Responsible for the 2nd and 3rd Level local Help desk and user support as well as the configuration and maintenance of the new and existing AD accounts to both Singapore (SG) and Malaysia (MY) offices.
- Served as global network service manager backup of Asia. Assisting in giving advice, consultation, troubleshooting, and knowledge sharing and coordinating within the team as well as to other teams whenever needed and ensure connectivity up-times across Asia.
- Shared workload and responsibilities within the Asia team and also coordinated with external vendors to expedite to resolve things within the shortest possible time.
- Accountable for local issues and escalated them to Global IT team when necessary.
- Efficiently managed both SG and MY IT procurement, operations, budget planning, expenses control, cost control, stock listing, inventory, life cycle replacement (LCR) and many others.
- Singapore and Malaysia representative of the corporate Knowledge Protection Program (KPP) with the task of guiding users on how to protect the corporate's important information.
- Properly monitored the global network uptime and ensured connectivity at all times in alignment with SLA.
- Successfully configured and maintained Active Directory (AD) users and groups for SG and MY offices.
- Troubleshooting users' desktop, printing and laptop issues.
- Conducted visits to sites to ensure that they are problem free and resolved concerns.
- Assisted in global desktop team in helpdesk calls whenever needed.
- Responsible for IT training to end users in the organization.
- Played an integral role in IT inventory and asset management for Singapore and Malaysia offices.
- Assisted in ad-hoc KPP discussions and initiatives.
- Ensured all incidents raised met SLAs and with resolution.
- Provided assistance in IT related projects and worked closely with departments like HR and Facilities.
- Involvement in RFQ process for all IT related items.
- Checked with business users on their needs in IT and implemented them accordingly.
- Planned, defined and executed the organization's warehouse relocation from what resources are needed like WAN connectivity to the LAN and power usage in the facility. Also worked closely with the vendor's personnel to ensure all planned needs were smooth and without compromise on security.
- Managed to put across justification, despite waiting for LCR in replacing printer for the Malaysia office, designated for 2017/2018.
- Ensured the standardization of network addresses across all customer sites’ internet broadband connectivity with ease of managing and documenting plus securing the environment.
- Oversaw Asia IT WAN billing to ensure all invoices/services that were subscribed from vendor were correctly billed and paid.
- Oversaw and completed SG and MY offices WAN migration project with the help of vendors.
- Effectively planned, executed, oversaw and completed SG replacement of MFP (Multi-Functional Printers) in both main and subsidiary offices and did centralizing printing facility migration and UAT for all users.
- Planned and executed replacement of printer to each customer sites to ensure connectivity and workability to all users in April and May 2016.
- Successfully planned, budgeted and executed for IT facilities to new warehouse as well as secured the environment and standardization for proper use.
- Rolled out cost savings initiatives for Singapore office for negotiation with external vendors (i.e. Telcos) for better deals on mobile lines, broadband lines (for sites), mobile broadband and telephony services.
- Effectively initiated additional LAN points to be laid during main office renovation works so as to allow all users to have working LAN ports at each user’s desks in April 2016.
- Successfully initiated cabling checks to subsidiary office (Cymer Singapore) and worked with vendors to troubleshoot and repair LAN points to ensure workability in May 2016.
IT Specialist
ASML Singapore Pte Ltd
01.2013 - 01.2016
- Led a team of two staff for IT operations as 1st level user support to resolve end users’ request and issues in order to meet SLAs.
- Responsible for the 2nd and 3rd Level local Help desk and user support as well as the configuration and maintenance of the new and existing AD accounts to both Singapore (SG) and Malaysia (MY) offices.
- Served as global network service manager backup of Asia. Assisting in giving advice, consultation, troubleshooting, and knowledge sharing and coordinating within the team as well as to other teams whenever needed and ensure connectivity up-times across Asia.
- Shared workload and responsibilities within the Asia team and also coordinated with external vendors to expedite to resolve things within the shortest possible time.
- Accountable for local issues and escalated them to Global IT team when necessary.
- Efficiently managed both SG and MY IT procurement, operations, budget planning, expenses control, cost control, stock listing, inventory, life cycle replacement (LCR) and many others.
- Singapore and Malaysia representative of the corporate Knowledge Protection Program (KPP) with the task of guiding users on how to protect the corporate's important information.
- Properly monitored the global network uptime and ensured connectivity at all times in alignment with SLA.
- Successfully configured and maintained Active Directory (AD) users and groups for SG and MY offices.
- Troubleshooting users' desktop, printing and laptop issues.
- Conducted visits to sites to ensure that they are problem free and resolved concerns.
- Assisted in global desktop team in helpdesk calls whenever needed.
- Responsible for IT training to end users in the organization.
- Played an integral role in IT inventory and asset management for Singapore and Malaysia offices.
- Assisted in ad-hoc KPP discussions and initiatives.
- Ensured all incidents raised met SLAs and with resolution.
- Provided assistance in IT related projects and worked closely with departments like HR and Facilities.
- Involvement in RFQ process for all IT related items.
- Checked with business users on their needs in IT and implemented them accordingly.
- Planned, defined and executed the organization's warehouse relocation from what resources are needed like WAN connectivity to the LAN and power usage in the facility. Also worked closely with the vendor's personnel to ensure all planned needs were smooth and without compromise on security.
- Managed to put across justification, despite waiting for LCR in replacing printer for the Malaysia office, designated for 2017/2018.
- Ensured the standardization of network addresses across all customer sites’ internet broadband connectivity with ease of managing and documenting plus securing the environment.
- Oversaw Asia IT WAN billing to ensure all invoices/services that were subscribed from vendor were correctly billed and paid.
- Oversaw and completed SG and MY offices WAN migration project with the help of vendors.
- Effectively planned, executed, oversaw and completed SG replacement of MFP (Multi-Functional Printers) in both main and subsidiary offices and did centralized printing facility migration and UAT for all users.
- Planned and executed replacement of printer to each customer sites to ensure connectivity and workability to all users’ in April and May 2016.
- Successfully planned, budgeted and executed for IT facilities to new warehouse as well as secured the environment and standardization for proper use.
- Rolled out cost savings initiatives for Singapore office for negotiation with external vendors (i.e. Telcos) for better deals on mobile lines, broadband lines (for sites), mobile broadband and telephony services.
- Effectively initiated additional LAN points to be laid during main office renovation works so as to allow all users to have working LAN ports at each user’s desks in April 2016.
- Successfully initiated cabling checks to subsidiary office (Cymer Singapore) and worked with vendors to troubleshoot and repair LAN points to ensure workability in May 2016.
Project Manager
ST Electronics (InfoComm Systems)
01.2011 - 01.2013
- Led a team of 3 staff for IT operations as 1st level user support to give response to end users’ requests and issues.
- Responsible for the 2nd and 3rd level local end user support as well as configuration and maintenance of the new and existing AD accounts should the 1st level staffs under me are unable to resolve.
- Took charge of the corporate infrastructure which took care of approximately 30+ servers (physical and VMs), which includes: Domain Controllers, File Servers, Print Servers, Antivirus Servers, DataBase Servers, VMware ESXi with VCentre, SMS Gateway where they run on mixture of Windows 2003 Server and Windows 2008 Server platforms.
- Successfully administered HP Blade Servers using HP iLO management software.
- Also responsible for the corporate off-site backup storage which was conducted to ensure data were securely backed-up and placed in the off-site location which was retrievable in an event of BCP (Business Continuity Process).
- Resolution of users’ needs from their desktop, printer, network, server, etc. with coverage from level 1 to level 3 support.
- Responsible for Back-up monitoring, reporting and troubleshooting when needed.
- Successful creation, deletion and maintenance of Active Directory (AD) users and groups.
- Ensured Active Directory GPOs were maintained and scaled to users in the correct manner.
- Effective application of monthly patches and restarted schedules to servers.
- Responsible for asset management and consolidation.
- Addition or removal of users or groups to files and folders and maintenance of the ACLs.
- Assisted the desktop team in their issues that required server knowledge and intervention to ensure SLAs were met.
- Responsible for IT training to end users in the organization (i.e. Security, Applications, others).
- Played an integral role in the log reviewing to all documents and policies relating to IT Security.
- Incident and Problem Management (to both IT Security and non IT Security).
- Successful completion of the network infrastructure cabling for MIS server room, thus having more structured infrastructure and ability to cater for future expandability to the organization.
- Played an integral role in the installation and setup and configuration of SAN storage using fiber SAN switches, Cisco UCS M2 servers and IBM x-Series Servers.
- Charged with the responsibility of re-inventing the current Symantec EndPoint antivirus corporate edition where the policies that will fit into the entire organization were set. Further to that, I also did a USB lock down making use of EndPoint where only whitelisted USB storage can be used in the corporate machines.
- Planned, scaled, sourced, setup and configured the corporate back-up solution using Symantec - Veritas BackupExec with IBM Tape Loader TS3200.
- Championed the presentations about IT Security and the corporate policy for all staff where the objective was to educate them on the corporate policies and the sensitivity of the work they were doing.
- Full involvement in the management of internal SLAs to the organization and its subsidiaries, to ensure troubleshooting of issues were adhered to and do not exceed designated SLAs.
- Partnered in the conducted security audit in conjunction with MSD (MINDEF Security Department) with the aim of finding and rectifying any violations to IT portion which also covers physical security as well.
Systems Consultant
NCS Pte Ltd
01.2010 - 01.2011
- Led a team of six to eight staffs for IT operations as 1st level user support with prompt assignment of 1st level Engineer to respond to the request when users of various departments call or create helpdesk ticket.
- Proper handling and administration of over 30 Microsoft Windows and EMC NAS Servers like: Domain Controllers, File Servers, Print Servers, Anti-Virus servers, Radius Servers, Wireless DHCP server, ISA Server, etc. that runs on Windows 2000, Window 2003 and Windows 2008 environment.
- Successful management of data center as a facilitator to ensure all systems and infrastructure were in working condition round the clock.
- Administration of Virtual Machines (VMWare) for Windows Server on ESX Host.
- Successful creation/ deletion of Active Directory accounts and assigning groups and permission to the respective folders for the users.
- Effective management and administration of Microsoft AD Group policy for Domain Controllers and Domain members Servers.
- Maintenance, storage and verification of daily server backup using EMC Avamar backup software.
- Performed Servers Hardening to all servers based on the best practice security configurations for different servers’ roles and members’ servers.
- Responsible for the application of Microsoft patches to servers and workstations on monthly basis.
- Proper monitoring of Servers Performance, Disk Usage quota using HP Open View Manager.
- Pioneered the performance of ACL with respect to file system permissions attached to an object and review it on a regular basis.
- Ran and reviewed Antivirus reports on weekly basis on Virus Definition and Full Scan Schedule for users.
- Played an integral role in monitoring and reviewing all system, application and security logs.
- Fully involved in projects on migration of physical Microsoft Windows 2003/2008 box to VM environment and printers queues migration.
- Championed the development of programs to rollout software to users using login scripts or Microsoft AD Group Policies.
- Responsible for Infrastructure Planning Architecture for the organization covering telecommunications, network, infra facilities, external factors, security, policies, costs with ROI, maintenance managing and future upgrades.
- Assisted Desktop Engineers in troubleshooting Desktop/Laptop and Lotus Notes Issues.
- Provided assisted to Network Engineers in clearing of port violation and management of FinJan appliance (Firewall) when needed.
- Responsible for Incident Management from steps of recovery, guidance to other department peers, troubleshooting to have preventive measures, record and tracking as well as reporting to customer’s management team.
- Championed the migration from Microsoft Internet Security and Acceleration (ISA) Server to Microsoft Forefront Threat Management Gateway (TMG) Server 2010, also worked closely with users on UAT for the project.
- Planned the licenses needed, installed, segregated the zones / clusters to manage and set up the console to manage its clients.
- Active involvement in the NAS to SAN migration in which my role was to plan up all necessary needed for the smooth transition. This involved standardization of drivers from all vendors in each console and clients, users ACL to folders, disk quota managing, unauthorized files to be placed, GPO planning, data expansion and ROI.
Systems Consultant
NCS Pte Ltd
01.2010 - 01.2011
- Led a team of six to eight staffs for IT operations as 1st level user support with prompt assignment of 1st level Engineer to respond to the request when users of various departments call or create helpdesk ticket.
- Proper handling and administration of over 30 Microsoft Windows and EMC NAS Servers like: Domain Controllers, File Servers, Print Servers, Anti-Virus servers, Radius Servers, Wireless DHCP server, ISA Server, etc. that runs on Windows 2000, Windows 2003 and Windows 2008 environment.
- Successful management of data center as a facilitator to ensure all systems and infrastructure were in working condition round the clock.
- Administration of Virtual Machines (VMware) for Windows Server on ESX Host.
- Successful creation/ deletion of Active Directory accounts and assigning groups and permission to the respective folders for the users.
- Effective management and administration of Microsoft AD Group policy for Domain Controllers and Domain members Servers.
- Maintenance, storage and verification of daily server backup using EMC Avamar backup software.
- Performed Servers Hardening to all servers based on the best practice security configurations for different servers’ roles and members’ servers.
- Responsible for the application of Microsoft patches to servers and workstations on monthly basis.
- Proper monitoring of Servers Performance, Disk Usage quota using HP Open View Manager.
- Pioneered the performance of ACL with respect to file system permissions attached to an object and review it on a regular basis.
- Ran and reviewed Antivirus reports on weekly basis on Virus Definition and Full Scan Schedule for users.
- Played an integral role in monitoring and reviewing all system, application and security logs.
- Fully involved in projects on migration of physical Microsoft Windows 2003/2008 box to VM environment and printers queues migration.
- Championed the development of programs to rollout software to users using login scripts or Microsoft AD Group Policies.
- Responsible for Infrastructure Planning Architecture for the organization covering telecommunications, network, infra facilities, external factors, security, policies, costs with ROI, maintenance managing and future upgrades.
- Assisted Desktop Engineers in troubleshooting Desktop/Laptop and Lotus Notes Issues.
- Provided assisted to Network Engineers in clearing of port violation and management of FinJan appliance (Firewall) when needed.
- Responsible for Incident Management from steps of recovery, guidance to other department peers, troubleshooting to have preventive measures, record and tracking as well as reporting to customer’s management team.
- Championed the migration from Microsoft Internet Security and Acceleration (ISA) Server to Microsoft Forefront Threat Management Gateway (TMG) Server 2010, also worked closely with users on UAT for the project.
- Planned the licenses needed, installed, segregated the zones / clusters to manage and set up the console to manage its clients.
- Active involvement in the NAS to SAN migration in which my role was to plan up all necessary needed for the smooth transition. This involved standardization of drives for common folders in each department, users ACL to folders, disk quota managing, unauthorized files to be placed, GPO planning, data expansion and ROI.
Assistant IT Manager
Eng. Kong Container Agencies Pte Ltd
01.2009 - 01.2010
- Led a team of 3 staffs for IT operations as 1st level user support to respond to end users’ request and issues.
- Provided to do up training manuals / guides for the corporate in-house application.
- Monitored and maintained the corporate backup system and policies effectively.
- Responsible for Vendor sourcing and management for corporate and its subsidiaries IT needs.
- Assisted in the planning and selection of Business Process Application software.
- Responsible for Infrastructure Facility Management to HQ data center and all other subsidiaries server room facility which comprises of Wintel servers and network equipment.
- Maintained IT procedures, policies in conjunction with corporate directions.
- Re-organized the corporate software licensing structure and IT inventory.
- Tasked with the responsibility of Corporate IT budgeting and procurement.
- Corporate Disaster Recovery (DR) planning and budgeting.
- Managed all users’ requirements from desktop, notebooks, printers, scanning, etc.
- Enhancement of the corporate network security by implementation of 2nd tier firewall appliance.
- Also responsible for Systems and server setup for local and overseas offices to connect into the single network as well as to maintain and enhance to MS Windows Domains and MS Exchange 2003.
IT Executive
Research Instruments Pte Ltd
01.2007 - 01.2008
- Took the lead role in heading the entire IT Department from user to infrastructure support in both Singapore and Malaysia offices, leading two staff.
- Responsible for all IT purchases with vendor managing and sizing as well as asset management and software license.
- Re-organized the entire Malaysia Office infrastructure with new domain setup and maintained all their Wintel servers.
- Successfully conducted the training to users in Singapore and Malaysia office for Microsoft Office suites.
- Worked closely with HR and building management to ensure continuous connectivity and minimized or had no downtime to the equipment and entire corporate infrastructures covering from servers (Wintel) to network.
- Full involvement in the planning, recommendation and execution of the corporate Singapore and Malaysia office infrastructure facility setup (i.e. Structured network and PABX Cabling, Data Centre setup with raise floor, cooling and fire rated facility, Security access, CCTV).
- Championed the committee for Business Continuity Planning in accordance to organization policy and budget.
- Effectively managed all users' requirements from desktops, notebooks, printers, scanning, etc.
- Handled users’ applications troubleshooting like Microsoft Office, Microsoft Outlook, AccPac, Microsoft Windows XP.
- Administered approximately 10+ Microsoft Windows Servers environment.
- Successfully setup new domain for Singapore and Malaysia office.
- Responsible for the setting up of servers and iSCSI SAN storage as corporate file server and for mailbox facilities.
- Full involvement in the planning of new PABX, managing of Telco vendor, planning of telephone extensions in accordance to departments and implementing the PABX system.
- Recommended, influenced, justified and implemented MS Exchange 2007.
- Met users’ needs from their desktop, printer, network, server, etc. with coverage level from level one to level 3 support.
IT Administrator
World Sport Group Pte Ltd
01.2003 - 01.2007
- Take the lead role in heading the entire IT Department with end-to-end support and covers asset management and licensing roles.
- Administer approximately 6+ Microsoft Windows Servers environment.
- In charge of all IT purchases and liaising with vendor managing.
- Managing the entire infrastructure from switches, servers, network, databases, backup, etc...
- Managing end to end projects from planning, sourcing, implementation, execution and testing phases.
- Handles users’ applications troubleshooting needs from Microsoft Office, Microsoft Outlook, Sun Accounting, Microsoft Windows XP and Mac applications.
- Serving EUC’s needs from their desktop, printer, network, server, etc.. My coverage is from level 1 to level 3 support.
- Implementation of IT Policies and vendor liaising and sizing.
- Work closely with HR and building management to ensure continuous connectivity and minimize or have no downtime to the equipment and entire corporate infrastructures.
- Planning, setting up, integrating and maintaining of IT structure for local and overseas core business events and functions.
- My achievements during the time are below:
- Given the office re-organization and re-location project which my involvement covers renovation planning that involves electrical layout planning, PABX planning and numbers assignment, user machines, external facilities re-location, infrastructure facility setup (i.e. Structured network and PABX Cabling, Data Centre setup with raise floor, room cooling and fire rated facility, Security access, CCTV).
- Re-organizing the entire organization’s security structure with the implementation of firewall appliance.
- Infrastructure related setup and upkeep at company’s core business sites in which I was the sole in charge to plan, integrate, implement setup and maintain continuity during the entire event. The events covers myself working closely with the organization’s events team as well as overseas counterparts to ensure the infra planning and setting up on time which the coverage of communications (i.e. internet, faxes, telephony, etc...) are ready for use.
- The events I went for to do the works are:
- Singapore Open (Sentosa Golf Club, Singapore)
- Barclays – Singapore Open (Sentosa Golf Club, Singapore)
- Volvo Masters of Asia (Thai Country Club, Thailand)
- India Open (New Delhi, India)
- Oversee the implementation of ERP planning and implementation of SAP Business One to facilitate the corporate direction of integrating the accounting system as central managing of financial data and information, following to other modules later.
- Plan and Implement Video Conferencing Solutions for Singapore, Beirut and Hong Kong offices via ISDN2 and internet lines.
- Planning and implementing of Citrix solutions for Singapore office staff to allow connectivity back when staff goes overseas.
- Planning of corporate off-site backup facility, VOIP solution and Business Continuity Planning for all regional offices.
IT Technician
John Wiley & Sons Asia
01.2002 - 01.2003
IT Officer
CWT Distribution Limited
01.2001 - 01.2002
IT Officer
CWT Distribution Limited
01.2001 - 01.2002
Education
Bachelor of Science - Computer Science/Information Technology
University of Wollongong
09.2003
Professional Diploma of Computing - Network/Business Computing
Coventry University
01.2002
Diploma of Engineering - Electrical/Electronic
Nanyang Polytechnic
01.1998
Skills
server administration
Microsoft Windows and Office Productivity software proficiency Technical support skills
Adobe Acrobat software
team building
Employee training
Windows Server
Vendor management
Information security
Team management
problem solving
Proactive monitoring
Project management
team collaboration
Effective communication
analytical thinking
Veeam backup
Cisco Meraki administration
SMS gateway administration
Microsoft Windows Server (NT4/2000/2003/2008/2012)
Microsoft Exchange Server administration Email system management Server configuration and support
Microsoft Office Suite
Microsoft Windows proficiency Desktop support Technical troubleshooting
IP telephony systems 3CX and FreePBX Alcatel-Lucent solutions
Clear communication
Crisis response
Customer service excellence International business networking Relationship building
innovative thinking
Interpersonal skills
Self-motivation and proactivity
Leadership and management Problem solving Prioritization Deadline adherence Adaptability
Team leadership
English and Chinese proficiency Multilingual communication Dialect fluency
workplace integrity
train-the-trainer program
Resource allocation
Certification
Creating Stellar Customer Relations 2013
References
- Damien, Goh, National Customer Development Manager, damien.goh@coca-cola.com.sg, 9878 7081, Coca-Cola Singapore Beverages Pte Ltd
- Siva, Kumar, Senior LMS Analyst, chettiar.sivakumar@prahs.com, 9001 3221, ICON PLC (formerly PRA Health Science Pte Ltd)
- Goh, Kok Leong, Senior Estate Manager, Goh_Kok_Leong@hdb.gov.sg, 9836 3728, HDB, Housing Management Group
- Kesmond, Chia, Director, kesmond@silverconsultancy.com.sg, 9879 8655, Silver Consultancy Pte Ltd
References
- Damien, Goh, National Customer Development Manager, damien.goh@coca-cola.com.sg, 9878 7081, Coca-Cola Singapore Beverages Pte Ltd
- Siva, Kumar, Senior LMS Analyst, chettiar.sivakumar@prahs.com, 9001 3221, ICON PLC (formerly PRA Health Science Pte Ltd)
- Goh, Kok Leong, Senior Estate Manager, Goh_Kok_Leong@hdb.gov.sg, 9836 3728, HDB, Housing Management Group
- Kesmond, Chia, Director, kesmond@silverconsultancy.com.sg, 9879 8655, Silver Consultancy Pte Ltd
Timeline
Senior IT Manager (Infrastructure Operations and Helpdesk)
OKx (OK Group)
12.2021 - 12.2022
IT Manager
Dover Court International School
01.2020 - 09.2021
Common Services and IT Security Manager
Ministry of Home Affairs – Singapore Police Force
01.2018 - 12.2019
Senior Infra Tech Support Specialist
Accenture Pte Ltd
01.2017
IT Manager
Singapore International Foundation
01.2016
IT Specialist
ASML Singapore Pte Ltd
01.2013 - 01.2016
IT Specialist
ASML Singapore Pte Ltd
01.2013 - 01.2016
Project Manager
ST Electronics (InfoComm Systems)
01.2011 - 01.2013
Systems Consultant
NCS Pte Ltd
01.2010 - 01.2011
Systems Consultant
NCS Pte Ltd
01.2010 - 01.2011
Systems and Call Centre Administrator
Credit Suisse
01.2009
Assistant IT Manager
Eng. Kong Container Agencies Pte Ltd
01.2009 - 01.2010
IT Executive
Research Instruments Pte Ltd
01.2007 - 01.2008
IT Administrator
World Sport Group Pte Ltd
01.2003 - 01.2007
IT Technician
John Wiley & Sons Asia
01.2002 - 01.2003
IT Officer
CWT Distribution Limited
01.2001 - 01.2002
IT Officer
CWT Distribution Limited
01.2001 - 01.2002
Professional Diploma of Computing - Network/Business Computing
Coventry University
Diploma of Engineering - Electrical/Electronic
Nanyang Polytechnic
Bachelor of Science - Computer Science/Information Technology
University of Wollongong