Sangaraisvary Ganasen
Singapore
Summary
Dynamic IT Support Engineer with a proven track record at Vontobel Pte Ltd, excelling in hardware troubleshooting and remote support. Adept at managing service desk operations and fostering user satisfaction through effective communication and a customer-centric approach. Committed to delivering timely solutions in high-pressure environments, ensuring seamless trading operations.
Overview
10
10
years of professional experience
Work History
IT Support Engineer
Vontobel Pte Ltd
Singapore
12.2024 - Current
- Delivered end-to-end technical support to front-office traders, resolving hardware, software, and application issues in real time to keep trading operations uninterrupted.
- Supported Bloomberg terminals, market data feeds, and trading applications, troubleshooting issues under strict time constraints.
- Configured and maintained multi-monitor trading desks, voice trading systems, and desktop infrastructure.
- Collaborated with infrastructure and network teams to quickly escalate and resolve outages impacting trading performance.
Senior IT Support Specialist – Remote APAC Region
Velocity Global
Singapore
01.2021 - 01.2024
- Acted as the primary IT support contact for the entire APAC region, handling both remote and onsite technical issues.
- Managed and tracked all IT incidents and service requests using in-house systems as well as ServiceNow and JIRA.
- Provided Tier 1 and Tier 2 support for hardware, software, cloud applications, and user accounts.
- Performed end-to-end onboarding and offboarding processes including account provisioning, access rights, and asset preparation.
- Maintained accurate records of IT assets, including laptop stock tracking, ordering, and deployment.
- Created and maintained technical documentation and knowledge base articles for internal use.
- Delivered timely support for Service Desk requests, user administration, and time-critical escalations.
- Proficient in Windows 11, Mac OS, Windows Server, Microsoft Office 365, Azure, Exchange, Skype for Business, and VoIP systems.
- Experienced with remote access tools, cloud platforms, FreshService, Kandji, and Jamf for device management.
- Collaborated with global IT teams to identify, troubleshoot, and escalate recurring service issues to improve operational efficiency.
IT Support Engineer
Visy Pte Ltd
Singapore
01.2018 - 01.2021
- Managed and resolved user issues using in-house and ServiceNow ticketing systems, ensuring timely response and resolution.
- Provided Tier 1 and Tier 2 technical support for software applications, system access, and hardware troubleshooting.
- Delivered both remote and on-site support for service desk tickets, user account administration, and desk-side technical issues.
- Assisted users in SAP ERP system, including password resets and basic user support.
- Created and maintained up-to-date software documentation and knowledge base content.
- Identified recurring issues and escalated complex problems to ensure long-term resolution and system improvement.
- Proficient in supporting Windows 10, Windows Server, Microsoft Office 365, and email/printer configurations.
- Hands-on experience with Active Directory (AD), System Management Server (SMS), Exchange, Skype for Business, VoIP, and remote support tools.
- Demonstrated strong communication skills and user-centric approach in a fast-paced support environment.
IT Helpdesk / IT Service Request Coordinator
Integrated Health Information Systems (IHiS)
Singapore
01.2016 - 01.2017
- Provided first-level IT support to end users from Singapore General Hospital (SGH) and SingHealth via phone and email.
- Performed incident logging, ticket creation, updates, assignment, and closure using internal ticketing systems.
- Delivered prompt troubleshooting support for common technical issues and system-related inquiries.
- Accurately routed service requests and incidents to the appropriate IT support teams for resolution.
- Ensured adherence to service level agreements (SLAs) and maintained high user satisfaction.
Desktop Support Engineer (Temp)
Morgan Stanley
Singapore
01.2017 - 2017
- Delivered ad-hoc IT maintenance and desktop support on the trading floor in a high-pressure banking environment.
- Deployed and configured new hardware and software for multiple users across departments.
- Troubleshot, monitored, and resolved issues related to desktops, printers, and peripheral devices.
- Ensured minimal downtime and quick resolution to maintain trading operations efficiency.
- Provided user support for system access, connectivity, and workstation performance issues.
- Installed and configured operating systems on client machines.
IT Support (Temp)
Prudential Assurance
Malaysia
01.2018
- Participated in sales and marketing events and seminars, providing on-site IT and technical support.
- Conducted system walkthroughs and sales illustrations to support agents in client presentations.
- Ensured accurate and timely submission of business documentation and system entries.
- Monitored, troubleshot, and resolved technical issues related to sales tools and platforms.
- Provided immediate support to end users, ensuring minimal disruption during business activities.
Education
Bachelor Degree - Business Management
Segi College Penang (University of Sunderland)
01.2014
Diploma - Information Technology
Sentral Technology college (NIIT)
01.2009
Skills
- IT support
- Remote access tools
- Service desk operations
- Active Directory
- Hardware troubleshooting
- IT documentation
- Application support
- Remote desktop support
- VoIP systems
- Troubleshooting
- Remote IT operations
- Desktop support
- Installation
- Configuration
- Maintenance
- Windows
- Mac
- IT helpdesk operations
- Service request coordination
- ServiceNow
- Communication
- Customer service
- Technical documentation
- Knowledge base creation
- IT asset management
- Lifecycle tracking
- Adaptability
- Customer service mindset
- Patience
- Positive mental attitude
- Persistence
- Commitment
- Sense of urgency
Expected Salary
SGD 7000
Languages
- English
- Malay
- Tamil
- Hokkien
Contact Number
- +6014-6023565
- +6587501552
Personal Information
- Age: 37
- Availability: 2 months’ notice
Timeline
IT Support Engineer
Vontobel Pte Ltd
12.2024 - Current
Senior IT Support Specialist – Remote APAC Region
Velocity Global
01.2021 - 01.2024
IT Support Engineer
Visy Pte Ltd
01.2018 - 01.2021
IT Support (Temp)
Prudential Assurance
01.2018
Desktop Support Engineer (Temp)
Morgan Stanley
01.2017 - 2017
IT Helpdesk / IT Service Request Coordinator
Integrated Health Information Systems (IHiS)
01.2016 - 01.2017
Bachelor Degree - Business Management
Segi College Penang (University of Sunderland)
Diploma - Information Technology
Sentral Technology college (NIIT)