Shahid Shamshuzaman
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Senior Desktop Support Engineer
Singapore Institute Of Technology
2023.12 - 2024.06
- AV support for users such as professors and faculties including troubleshooting for projectors, AV equipments and laptop.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Reduced helpdesk tickets by providing comprehensive user training and ongoing support.
- Support of VIP user for installing of software.
- Assist with school events and standby support of COW (computer on wheels) for such events.
IT Technical Support Specialist
Temasek Holdings (Private) Limited Infosys (Icompaz) Pte Ltd
2019.09 - 2023.12
- Used ticketing systems to manage and process support actions and requests.
- Remote user’s computer with granted permission and immediately fixing issue’s or queries of users, unlocking user account via Active Directory.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices
- according to internal policies on standardized software and security deployments.
- Updated software to safeguard against security flaws.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to queries for technical support needs.
- Managed high levels of call flow and responded to different technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
Desktop Engineer
ITCAN PTE LTD, CGM & ANL SINGAPORE
2018.10 - 2019.04
- Resolve issues related to Windows, network connectivity, as well as problems associated with software and hardware errors
- Install software applications, hardware peripherals and devices, update software and hardware drivers as needed, upgrade computer
- Install and maintenance local printers, setup network printers, configure print servers
- Log user’s tickets using Spicework ticketing tool and ensuring tasks are completed in line with SLA’s/KPI’s
- Report back to clients, staff and users on job progress and close out
- Serves as an central point of contact for implementation, integration and completion of end user and management requests and escalation point for advanced end user support
- In-Charge of an well-equipped inventory including Desktop, Monitors, Laptop etc.
Desktop Engineer
NEC Asia Pacific Pte Ltd, Renesas
2017.08 - 2018.08
- Assisting office workers with their computer desktop system
- Testing of computer and ensuring that computer system is functioning properly
- Maintenance of network system and servers (Switches, Lan Ports, WIFI Controller)
- Maintenance and upgrading of computer systems or offering recommendations on upgrades needed
- Maintaining other computer peripheral devices such as printers and solving printing problems if they arise
- Carrying out other duties as you may be requested by management/customers
- Coordination of computer maintenance/repair with other professional vendors such as Lenovo or Dell
Education
NITEC - Info-Communications Technology
Institute of Technical Education
GCE ‘N’ Level -
Marsiling Secondary School
Skills
- Skills and Expertise
- Computer & Network Basic Troubleshooting
- SAP NetWeaver
- WMS(Warehouse management system)
- Microsoft Office
- Adobe Photoshop/CS
- Hands-on experience with desktop and server operating systems, including Microsoft Windows 7/10, Server 2008/2012
- Good understanding of Active Directory (AD), VPN’s and Office365
- Good Understanding Of SharePoint
- Ability to work without supervision
- Technical Support
- Ticketing management
- Software Troubleshooting
- Asset Management
Accomplishments
- Recipient of PAT (Performance Acknowledged Timely) award in recognition of outstanding effort for constantly leading a helping hand to all clients and colleagues.
- Recipient of 2013 Received Service Excellence Award for outstanding contribution and commitment to excellent service by Commander 3rd SCDF Division.
Languages
English
Upper intermediate (B2)
Malay
Intermediate (B1)
Urdu
Elementary (A2)
Timeline
Senior Desktop Support Engineer
Singapore Institute Of Technology
2023.12 - 2024.06
IT Technical Support Specialist
Temasek Holdings (Private) Limited Infosys (Icompaz) Pte Ltd
2019.09 - 2023.12
Desktop Engineer
ITCAN PTE LTD, CGM & ANL SINGAPORE
2018.10 - 2019.04
Desktop Engineer
NEC Asia Pacific Pte Ltd, Renesas
2017.08 - 2018.08
NITEC - Info-Communications Technology
Institute of Technical Education
GCE ‘N’ Level -
Marsiling Secondary School
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