Over years of Professional Experience
Safaruddin Ayub
Singapore
Summary
Passionate about reviving the lost art of facilitating human connection, dedicated to understanding and bridging the gap between users and technology. Keen eye for detail, with over 7 years of experience as an IT Engineer. Expertise in troubleshooting and complex problem-solving, delivering exceptional customer service.
Overview
7
7
3
3
+ Certifications
Work History
Senior Systems Executive
Cognizant Technology Solutions Asia Pacific Pte Ltd
06.2024 - Current
- Assigned to Meta to ensure smooth operations under Enterprise Support Team
- Provide remote helpdesk support to Meta in-house employees, ensuring timely resolution of issues within established SLAs
- Managed day-to-day workflow and assignment of the L1/L2 level
- Provided operational support for incident, change, problem, and request management
- Supported implementation of new controls and monitoring activities
- Ensured customer complaints and requests for information were responded to promptly and accurately and coordinated any necessary follow-up
- Collaborated with other teams, including network operations, software development, and quality assurance, to identify and resolve systemic issues affecting the helpdesk
- Troubleshooting and escalating issues as appropriate, in a timely manner while ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved
- Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization's desktop computing, mobile devices and application system environment
- Utilized excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as I grow my knowledge of IT procedures, products, and services
- Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems that Facebook utilizes
- Installed system updates to address vulnerabilities and reduce security issues
- Investigate system issues and implement resolutions to reduce downtime
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations
- Completed troubleshooting and diagnostics on company resources
- Assisted in development of system security protocols
Digital Success Specialist
Adecco Personnel Pte Ltd
01.2022 - Current
- Handles approximately 313 users in Asia Pacific
- Imaging & wiping of Windows and MacBook (laptop/desktop)
- Prepare workstation for new joiners
- Managing the onboarding and offboarding process for employees, including setting up Google accounts, system accounts, and administrating access rights for existing users
- Creating and guiding users with step-by-step instructions
- Customize desktop applications to meet various department needs
- Experience with Remote Desktop / Virtual Desktop solution
- Develop and manage effective professional working relationships with contractor personnel, co-workers, as well as end-users
- Support VDI (Citrix) users
- Interact with users daily on desktop problems and resolutions
- Collaborate with other teams from other regions to resolve issues
- Troubleshoot software such as Citrix, timekeepers, iManage, Webex, Jabber etc
- Configure VPN configuration for users and Multi-Factor Authentication as part of security mitigation
- Asset Management
- Stock takes of machines and printer assets
- Provide operational technical support to clients relating to firm equipment
- Deployment of Card access to office users
- Liaising with Vendors for equipment exchange or damaged
- Follow up with clients to ensure their systems are functional
- Comply with company policies and procedures to deliver quality work
Desktop Engineer
IT Consulting Solutions
08.2021 - 11.2021
- Manage time critical L1 & L2 IT issue(s) in APAC as Smart-Hands supporting clients from various Business Units
- Provide remote technical support for Work-From-Home (WFH) users
- Exposed to virtualization and VPN technologies, especially Citrix
- Setting realistic expectations for service delivery, communicating frequently with customers and providing technical expertise as required
- Offer 1st and 2nd level support for in depth fault analysis and escalation, resulting in direct technical dialog with internal application developers, Engineering and Infrastructure teams, support functions and external vendors
- Strong knowledge of windows administration, computer hardware, including laptops, desktops, mobility devices and enterprise desktop applications
- Understanding on Active Directory, Networking, Messaging and Hardware necessary
- Good knowledge on Desktop build processes and technologies
Assistant IT Manager
Randstad
07.2019 - 12.2020
- Migrated user data files and settings on new Windows Operating System
- Addresses, resolves, and basic incidents and requests
- Troubleshooting Technical Issues: Diagnosing and resolving issues related to system access, Microsoft Office Suite, JIRA Software, Confluence, and JIRA Service Management
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond scope of their ability or responsibility
- Creates positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with professional attitude
- Ensures end-to-end customer experience and provides a single point of contact for customer
- Configure RSA token for users – New, replace, expired – using RSA security console
- Analyzes and resolves incidents and requests regarding application software or hardware used
- Logs and tracks incidents and requests from identification through resolution
- Follows up with other support staff service resources
- Consistency in updating tickets and communicating with users and issues related
- Able to change mailbox size limit when requested
- Able to create distribution list when needed
- Documents resolutions and updates self-help and staff knowledge bases
- Retrieval of documents that are accidentally deleted
- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
- Provides after- hours and on-call support as required
- Maintains and protects confidentiality about all patient care and employee information aspects
- User admin skills – Able to add and remove users to the Distribution list group, software group & pilot group
- Giving access to share on behalf and other mailbox permissions required
- Knowledge of Active Directory, SCCM remote tool, Mime cast, Microsoft Exchange, Triton, Cisco Secure ACS, Directors- Citrix
- Understand Citrix processes and troubleshoot
- Creating a wireless mobile account
- Installing software to user PC remotely
- Create tickets for major incidents and update them consistently
- Consistently able to reassure users that their problems are handled with efficiency
- In charge of Mailbox Management for whole APAC region to be within 80% of standard
- Weekly managed all Asia user mailbox sizes to meet risk management standards
- Able to troubleshoot daily Omnia issues
- Creating DL for users for project emails
- Extracting DL members using AD group viewer Tool
- Utilize Service Now Ticketing Tool
- Uses Microsoft Exchange server
- Knowledge of CLEARSWIFT SECURE Email Gateway
- Basic troubleshooting of INTAPP, Workflow & Carpe Diem
- Resolved various technical issues across multiple systems and applications for customers and end-users across various time zones
IT Executive
Macquarie Group Services
10.2018 - 03.2019
- First-level support (Handling VIP/VVIP calls)
- Ticket handling requires escalation to the internal team, such as approvals, granting sensitive permissions, hardware/software purchases, etc
- Track tickets to drive resolution while ensuring completion within agreed timelines (SLA)
- Implemented the idea of a walk-in IT help concierge
- Assisted with account unlock, and password reset via Active Directory
- Provide technical assistance and support for incoming inquiries
- Handle routine hardware, software, and usage incidents
- Assessing severity and priority of requests
- Transferring requests to an appropriate Incident Resolver
- Daily updates on the status of existing requests owned by Service Desk
- Performing initial escalation
- Closing requests with the end user's concurrence
- Provide / Assist users with basic Level 1 troubleshooting of Business Applications
- Share Point Portals, Active Directory, and MS Exchange Email
IT Senior Analyst
HCL Technologies
02.2017 - 08.2018
- Company Overview: Assigned to Singapore Exchange (SGX) IT infra; Regarded as one of the top largest foreign exchange trading centers globally
- Equipped with deep understanding of SGX trading procedures and financial terminologies/concepts to assist high-profile traders/brokers
- Knowledgeable & provide remote support for in-house application related issues
- Initiate Bridge calls, drive communication & teams to ensure up time of Infrastructure within Service Levels
- Worked in Disaster Recovery exercise; Ensuring all documents are updated and accurate
- Provide suggestions on how to improve based on previous encounters
- Coordinate with multiple teams to get issues resolved within SLA
- Continuously follow-up with internal support team(s) for relevant notification updates per SLA & drive resolution
- Prepare the required reports on Command Centre tickets & calls
- Initiate Technical bridges & management bridges to keep all parties involved updated on the issue until resolved
- Escalate and assist with resolution of issues with respective teams; to avoid recurrence after closure
- Contribute to ongoing processes & operational improvements
- Ensure the incident record is fully updated prior to Problem Management handover
- Utilize professional expertise to integrate work and make operating decisions on escalated issues
- Assigned to Singapore Exchange (SGX) IT infra; Regarded as one of the top largest foreign exchange trading centers globally
IT Deskside Support
Verrex
01.2015 - 02.2017
- Respond to client's requests and incident reports via phone/email and log them into the service desk application according to established procedures
- Determine root cause and provide timely solutions
- Provide 1st & 2nd level of technical remote support for global applications, common infrastructure, system & desktop client
- Proficient in managing and troubleshooting Windows and Mac hardware and software
- Hands-on experience with Windows/Mac OS environments
- IT System Administration (Active Directory Backup and migration of end-user data when required
- Ad-hoc projects assigned by the supervisor
Associate Engineer Specialist
AV One FM & Engineering
06.2012 - 12.2014
- In Charge of Video Conferencing (VC) & Deskside support
- Responds to Assigned issues & troubleshoot problems with Laptops, Tablets, Desktops, iPhones, Blackberry & Wireless account access
- Troubleshooting IT related problems from in-house software to hardware, such as Blackberry, Laptops, PCs and Printers etc
- Reimaging and Cloning of Window 7
- Tests assigned Video Conferencing (VC) rooms on a recurring schedule & reports results & findings in the VC test database
- Manage internal conferencing bridge to ensure scheduled point to point or multipoint conferences are connected without issues
- Proficient in troubleshooting LAN network problem
- Ensure network cable management
- Primary contact for video infrastructure
Assistant Engineer
AV One FM & Engineering
06.2010 - 12.2012
- Assisted in engineering & VC work in the IT Department
- Exposed to various Video Conferencing codecs, Telepresence, Polycom, Cisco Tandberg etc
- Manage the daily operations of multiple departments & business centers
- Ensure that the system is operating in optimum condition & perform preventative maintenance procedures at regularly scheduled intervals
- Support executive boardroom systems with integrated control
- Analyses systems statistical performance & recommends enhancements when required
- Is constantly on the lookout to increase efficiency & quality of service in place
- Provide basic break-fix support for all AV hardware, provide contingency plan
- Escalate the issue should symptoms of failure persist
- Coordinate with vendors, regional support teams and end users on special event
- Generate & compile regular support service report
Education
Diploma - Manufacturing Engineering
Nanyang Polytechnic
03.2008
GCE “O” level - Science Stream
Unity Secondary School
12.2004
Skills
- ServiceNow Ticketing System
- I-Manage system
- Salesforce Ticketing System
- JIRA Ticketing System
- Video Conferencing
- Zendesk Ticketing System
- Slack Integration
- Remedy Ticketing System
- Zoom Communication
- Active Directory
- VMWare
- VDI
- Microsoft 365
- Remote Desktop Troubleshooting
- Office Suite
- Power shell Script
- Windows 11 Console
- Microsoft Azure
- MS Teams
- Exchange server
- Google Admin Console
- Mobile Device Management
- Google Workspace Suite
- JAMF for Macs
- Confluence
- System Center Configuration Manager
- Printer Repair
- Mobile Iron
- Duo Mobile
- Diagnose Faults
- Disaster recovery planning
- Citrix App Centre
- Problem resolution
- Clear swift
- Interpersonal skills
- Workforce Planning
- Inventory control
- Checkpoint Smart Console
- Project management
- Organizational Skills
- Facility management
- Cisco Secure ACS
- Networking
- Jabber
- Troubleshooting Network Issues
- PC Configuration
- Creation of Secure File Transfer
- Hardware Repair
- Protocol
- End-User Support
- Mobile Phone Configurations
- Smart End Checkpoint
- Adobe Acrobat Professional
- Technical support management
- Information security policies
- Incident management
- Software development lifecycle
- ITIL framework
- IT service management
- Business continuity planning
- Team player
- Training and development
- Customer-oriented
- Quality management
- Executive support
Certification
- Certified ITIL Foundation, 2021
- Certified SQL Fundamental, 2021
- Certified Information Systems Security Professional (CISSP), 2020
- Cisco Certified Entry Networking Technicians (CCENT), 2015
Accomplishments
- Migrated user data files and settings on new Windows Operating System. (Win 7-10)
- Managed Office-Move by floor planning, networking and understanding the building layout.
- Organize IT plan out for the Office-Move.
- Involved in the Planning for Disaster Recovery.
- Implemented the idea of a walk-in/Onsite Tech concierge cafe.
- Resolved application issue through consumer testing.
Languages
English
Malay
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Systems Executive
Cognizant Technology Solutions Asia Pacific Pte Ltd
06.2024 - Current
Digital Success Specialist
Adecco Personnel Pte Ltd
01.2022 - Current
Desktop Engineer
IT Consulting Solutions
08.2021 - 11.2021
Assistant IT Manager
Randstad
07.2019 - 12.2020
IT Executive
Macquarie Group Services
10.2018 - 03.2019
IT Senior Analyst
HCL Technologies
02.2017 - 08.2018
IT Deskside Support
Verrex
01.2015 - 02.2017
Associate Engineer Specialist
AV One FM & Engineering
06.2012 - 12.2014
Assistant Engineer
AV One FM & Engineering
06.2010 - 12.2012
GCE “O” level - Science Stream
Unity Secondary School
- Certified ITIL Foundation, 2021
- Certified SQL Fundamental, 2021
- Certified Information Systems Security Professional (CISSP), 2020
- Cisco Certified Entry Networking Technicians (CCENT), 2015
Diploma - Manufacturing Engineering
Nanyang Polytechnic
Hobbies and Interests
- During my spare time, I love rock climbing and cycling.
- Organize fun hikes through the Bukit Timah Nature Rainforest just to enjoy the fresh morning air over the weekends.
- As for rock climbing, it's mainly to train and maintain upper body strength, to stay fit & for leisure.
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