Ric Goh
Summary
Expert in enhancing customer satisfaction and reducing ticket resolution times through effective problem-solving and teamwork. Proven track record in remote technical support and incident management, consistently improving service delivery. Strong background in desktop support, troubleshooting, and network configuration. Reliable communicator focused on seamless technical operations and team collaboration.
Overview
15
15
years of professional experience
Work History
Desktop Service Engineer
Singpaore Power Group
11.2024 - 06.2025
- Diagnosed and resolved hardware and software issues for end-users, ensuring minimal downtime.
- Provided technical support for desktop applications, enhancing user experience and productivity.
- Implemented systems updates and patches, maintaining compliance with security protocols.
- Collaborated with IT team members to develop comprehensive solutions for complex technical problems.
- Assist user for On boarding and off boarding process and set up
- Software installation, Security window patching,reimage,reformat for Macbook/Window Pc/Desktop/iPad.
- Set up printer, Outlook,Team and One Drive account
- Check user profile via Active Directory, fo local user and Azure Active Directory for oversea users for password management .
- Assist user via Emails,walk in,Ticketing system(Service Now) and via Team.
Service Desk Analyst
Quidelortho
08.2023 - 10.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills thru Service Now ticketing system
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Checking user Windchill, JDE, LN workplace account
- Using Master control and LogMein to assist user
IT Operation Engineer
LingoAce
02.2022 - 02.2023
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Attending to trouble tickets raised using Zoho ticketing system from teachers/students/parents/learning advisor and course consultants
- Issues such as courses not update,not able to hear/see video and audio
- Arranging for IT test for new students joining to check on the device the student is using
- Working 24/7 shift to support Online World wide classes
Service Desk Analyst
Mitsubishi UFJ Financial Group MUFG
03.2021 - 03.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills thru ITSM ticketing system
- Using Active Directory to check on user account, downloading of daily Bank SGD/USD cheques transaction using CTS
- Monitoring Zabbix alert and check and approved Cyberak request
- Download daily printer report
- Working of 12hrs day and night shift
Service Desk Analyst
Bank of America Merrill Lynch
12.2019 - 03.2021
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Assisting user for VPN, remote PC connection, internet issues, Microsoft Outlook/word/Excel and Mobility
- Answering 30 incoming calls and chat to assist user on the reported issues
Technical Support Specialist
StarHub
06.2014 - 12.2019
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 40 technical support inquiries per day.
- Documented support interactions for future reference.
- Assisting user via call for billing/internet/mobile and tv issues
Customer Support Specialist
Ministry of Law
11.2012 - 05.2014
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Attending to walk in customer for Discharge and travel status for the Individual and Corporate Insolvency status
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- 30 incoming calls, emails and faxes per day from customers.'
Customer Care Representative
ANZ Bank
11.2010 - 10.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with for Credit card and Moneyline outstanding and loan enquiry
Education
Hua Yi Secondary School
Skills
- Remote IT support
- Teamwork and Collaboration
- Incident Management
- Network Troubleshooting
- Technical support assistance
- Technical Troubleshooting
- Analytical problem-solving
- Call Center Operations
- Online Chat Support
- Application troubleshooting expertise
- Customer Service
- Service Level Agreements
Timeline
Desktop Service Engineer
Singpaore Power Group
11.2024 - 06.2025
Service Desk Analyst
Quidelortho
08.2023 - 10.2024
IT Operation Engineer
LingoAce
02.2022 - 02.2023
Service Desk Analyst
Mitsubishi UFJ Financial Group MUFG
03.2021 - 03.2022
Service Desk Analyst
Bank of America Merrill Lynch
12.2019 - 03.2021
Technical Support Specialist
StarHub
06.2014 - 12.2019
Customer Support Specialist
Ministry of Law
11.2012 - 05.2014
Customer Care Representative
ANZ Bank
11.2010 - 10.2012
Hua Yi Secondary School
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