SAFARUDDIN AYUB
Summary
IT professional with more than 7 years of corporate experience in MNC, of which 3 years focusing on remote operation support. Proficient in Wintel/ MacOS troubleshooting, system administration, network support operations and application support.
Tends to gravitate towards formal structure and processes, and build a few deep, trusting relationships instead of a wide circle of acquaintances and someone who always upholds integrity.
Develop strong interpersonal, analytical, organizational & prioritization skills which enhance efficiency in providing white-glove technical end-user support across various computing systems, coupled with sound knowledge of the wider principles of IT Infrastructure Library (ITIL) and Cyber Security.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Digital Success Specialist
Adecco
01.2022 - Current
- First point of contact for all IT-related issue(s), crucial role in resolving problems, ensuring customer satisfaction, and maintaining smooth cycle of IT operations.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Diagnose and troubleshoot hardware, software, and network issues to identify root cause and implement appropriate solutions.
- Record, track, and escalate incidents and service requests using designated ticketing system.
- Provide timely updates and follow-up to end-users regarding status of their issues.
- Collaborate with other IT teams to resolve complex technical problems and ensure prompt resolution.
- Leading IT projects related to Corporate desktop computing such as email, anti-virus software, archiving, backups and etc.
- Reviewing and maintaining Security framework and information security polices.
- Provided training to end users on new and updated systems and software.
Deskside Engineer
IT Consulting Solutions Singapore Pte Ltd
08.2021 - 11.2021
- Troubleshot problems or issues with desktops and laptops.
- Supported operating system and various tools and applications.
- Disconnected and reconnected desktops and peripherals to support office moves.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
Assistant IT Manager
Randstad
07.2019 - 12.2020
- Led team of 2 IT personnel in IT operations and system improvement and migration.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Manage time critical L1 & L2 IT issue(s) in the Singapore branch as an IT-all-rounder to C-Suite user/exec(s).
- Supports Tradition TraDe, Refinitiv FXT /Bloomberg/ EBS applications, including Market Data applications, deal browser and associated trading applications.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Setting realistic expectations for service delivery, communicating frequently with customers and providing technical expertise as required.
- Involved in Windows 10 migration and Office 365 process.
- Strong knowledge of windows administration, computer hardware, including laptops, desktops, mobility devices and enterprise desktop applications
- Good knowledge on Desktop build process and technologies.
- Knowledge of networking protocols and topology
- Exposed to virtualization and VPN technologies, especially Citrix.
IT Executive
Macquarie Group Services (Singapore) Pte Limited
10.2018 - 03.2019
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
- Analyzed financial investment in IT systems, potential return on investment and impact on productivity.
- Aligned IT solutions and deliverables with company strategic vision.
- Configured and implemented IT initiatives to produce measurable business value.
- Determined best methods for IT to support key business objectives.
IT Senior Analyst
HCL Technologies
02.2017 - 08.2018
- Knowledgeable & provide remote support for in-house application related issues.
- Investigate system issues and implemented resolutions to reduce downtime.
- Installed system updates to address vulnerabilities and reduce security issues.
- Worked in Disaster Recovery exercise; Ensuring all documents are updated and accurate.
- Coordinate with multiple teams to get issues resolved within SLA.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- 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 incident record is fully updated prior to Problem Management handover.
- Utilize professional expertise to integrate work and make operating decisions on escalated issues.
IT Deskside Support
Verrex
01.2015 - 02.2017
- Troubleshot problems or issues with desktops and laptops.
- Supported operating system and various tools and applications.
- Documented troubleshooting and corrective actions in [Software].
- Disconnected and reconnected desktops and peripherals to support office moves.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Manage Video Conference (VC) system & Cisco Call Management.
- Offered assistance in implementing and developing training programs.
Associate Engineer Specialist
AV One FM & Engineering
06.2012 - 12.2014
- In Charge of Video Conferencing (VC) & Deskside support.
- Designed cross-functional interactions to reduce dependency and redundancy between diverse operational teams.
- Responds to Assigned issues & troubleshoot problems with Laptops, Tablets, Desktops, iPhones.
- Prepared action plans for problematic processes and assets.
- 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.
- Ensures all Cisco, Crestron, ClearOne, Symetrix devices are within proper IP scope.
- Configuring, troubleshooting and deploying of Video Conference (VC) Codecs.
Assistant Engineer
AV One FM & Engineering
06.2010 - 06.2012
- Assisted in engineering & VC work in the IT Department.
- Well exposed to VC codecs, Telepresence, Polycom, Cisco Tandberg etc.
- Manage the daily operations of multiple departments & business centres.
- Ensure that the system is operating in optimum condition & perform preventative maintenance procedures at regularly scheduled intervals.
- Provided technical assistance to staff when needed.
- 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.
- Adhered to timelines to meet quality assurance targets.
- Worked closely with engineers and assisted with testing of [Type] products.
- Adhered to safety procedures and good housekeeping standards to comply with regulations.
- Coordinate with vendors, regional support teams and end users prior to Special Event (TownHalls, Seminars etc).
Education
IT Certification - IT Infrastructure Library (ITIL)
Linkedin Learning
Singapore2021
IT Certification - Windows 10 For IT Pros Essential Training
Linkedin Learning
Singapore2021
IT Certification - Structured Query Language Fundamental (SQL)
Tertiary InfoTech Pte Ltd
Singapore2021
IT Certification - Certified Information Systems Security Pro (CISSP)
NTUC Learning Hub
Singapore2020
IT Certification - Cisco Certified Entry Networking Tech (CCENT)
NEXT U Pte Ltd
Singapore2015
High School Diploma -
Nanyang Polytechnic (NYP)
Singapore2008
Cambridge General Certificate of Education (GCE) ‘O’ Level -
Unity Secondary School
Singapore2004
Skills
- Technical Support and Assistance
- Customer Communication and Empathy
- Organizational Skills
- Microsoft Office Suite (Word, Excel, Outlook, Access, OneNote etc)
- Google Suite (Google Docs, Sheets, Slides, Drive)
- Collaborative tools (Teams, Skype, Slack)
- Microsoft Active Directory
- Proficient in MacOS troubleshooting
- Analytical and Methodical
- Resolve Technical Problems
- Collaborative Team Player
- Tracking and Documentation
- Creative Issue Resolution
- Issue and Resolution Tracking
- Access Management Software
- Training Material Development
Certification
2021
InfoTech-Structured Query Language Fundamental (SQL)
Tertiary InfoTech Pte Ltd
2021
Information Technology Infrastructure Library (ITIL) Foundation
Linkedin Learning
2021
Windows 10 for IT Pros Essential Training
Linkedin Learning
2020
Certified Information Systems Security Professional (CISSP)
NTUC Learning Hub
2015
Cisco Certified Entry Networking Technicians (CCENT)
NEXT U Pte Ltd
Timeline
Digital Success Specialist
Adecco
01.2022 - Current
Deskside Engineer
IT Consulting Solutions Singapore Pte Ltd
08.2021 - 11.2021
Assistant IT Manager
Randstad
07.2019 - 12.2020
IT Executive
Macquarie Group Services (Singapore) Pte Limited
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 - 06.2012
IT Certification - IT Infrastructure Library (ITIL)
Linkedin Learning
IT Certification - Windows 10 For IT Pros Essential Training
Linkedin Learning
IT Certification - Structured Query Language Fundamental (SQL)
Tertiary InfoTech Pte Ltd
IT Certification - Certified Information Systems Security Pro (CISSP)
NTUC Learning Hub
IT Certification - Cisco Certified Entry Networking Tech (CCENT)
NEXT U Pte Ltd
High School Diploma -
Nanyang Polytechnic (NYP)
Cambridge General Certificate of Education (GCE) ‘O’ Level -
Unity Secondary School
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