RAN SINGH

MOH-CAMS3 (May 25 - Present)

• Provide L1/L2 technical support via email for MOH customers.
• Handled and managed up to 20-30 incidents for MOH and internal GovSG partners using ITSM ticketing systems (JIRA, SHIPHATS).
• Handled high-priority service requests and delivering broadcasts messages to all stakeholder in a timely manner.
• Categorize and assigned the tickets to the appropriate teams for priority escalations to Level 3 support teams for further investigations where necessary.
• Developed new and improved existing the documentations for internal/external support procedures and process for SOPs\Best Practices and Knowledge Base\Error DB\FAQs for L1\L2 teams.
• Ensure strict compliance with MOH IT policies and govtech security protocols.

Meta (Oct 21 - Apr 25)

• Delivered professional Level 2/3 technical support across enterprise environments, reducing user downtime significantly.
• PerformedTech Lead duties proficiently and mentored L1 service desk analysts, improving team performance and resolution rates within KPI and SLA expectations.
• Handled the task to study trend analysis of tech issues to determine patterns and upcoming surges of Helpdesk issues, so we can better plan to solve these issues within the required expectations. Also, handled KPI analysis of team performances to improve team productivity, as well.
• Administered Azure AD tasks including password resets, IAM troubleshooting, and group updates.
• Created, updated and maintained detailed technical notes, FAQs, Knowledge Base and user-facing guides for the team that is tailored to resolving recurring problems, enabling quicker issue resolution within the SLA and boosting team productivity significantly.
• Collaborated cross-functionally to implement process improvements and resolve recurring technical issues.
• Maintained excellent KPI of 98-100% quality metrics and 96-100% CSAT scores consistently over 3+ years.
• Recognized by Top Performer across multiple months in 2023-2025 for excellence in key KPIs, project management and service delivery.

• Managed around 30 incoming calls via phone, email, and chat to resolve hardware/software issues efficiently with remote support skillsets.
• Contributed to team knowledge sharing and process optimization initiatives to boost KPI and overall productivity up to10% each quarter.

• Provided expert support across Apple, Windows, and Android platforms using tools like JAMF, Core, and JSM.
• Managed 25–30 customer support calls daily while maintaining a 95%+ CSAT score.
• Trained and coached team members, boosting resolution rates by 20–30%.
• Specialized in Apple ecosystem integration (iCloud, Continuity, Handoff) for seamless user experiences.
• Experienced in MDM solutions and enterprise-level device deployment.
• Handled service workflows and repair processes with precision and efficiency.
• Analyzed support metrics to identify trends and drive operational improvements in the team.

• Resolved technical issues for Samsung electronics, improving customer satisfaction.
• Identified and implemented process improvements, reducing support costs.

• Resolved over 90% of billing and service disputes, enhancing customer retention.
• Facilitated cross-departmental communication to address complex inquiries.

• Managed team scheduling and training, ensuring compliance with regulatory standards.
• Led investigations and streamlined incident reporting processes.

• Detected fraudulent documents and collaborated with agencies to enhance security protocols.
• Trained new recruits and developed emergency response training materials.