Shahid Bin Shamshuzaman
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
IT Support Specialist
Infosys (Icompaz) Pte Ltd
09.2019 - Current
- Used ticketing systems to manage and process support actions and requests.
- 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.
Desktop Engineer
ITCAN PTE LTD, CGM & ANL SINGAPORE
10.2018 - 04.2019
- 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.
- Led system administration, overseeing 50 or more installations across multiple facilities
Desktop Engineer
NEC Asia Pacific Pte Ltd, Renesas
08.2017 - 08.2018
- 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
- Discussing with individuals staff members who work on the computer what the problem is to figure out how to help solve the problem
- 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
IT Desktop Support Roaming Engineer
Thatz International Pte Ltd
08.2016 - 08.2017
- IT Solution’s &, for clients & vendors)
- Singtel - Basic troubleshooting in software such as installations of standard softwares packages after re-imagine of computers, back– ups of data, encryption and de-encryption of HDD
- Assisting front-desk queries from Singtel customers and providing best solutions and methods for end user’s
- Singapore General Hospital – Supporting IBM with onsite desktop support to trouble shoot end user’s queries
- Helping out nurses with troubleshooting COW’s and Medication-Cow’s
- Also Helping Doctors to troubleshoot their Toughbook and necessary escalation to be done
- Aviva – Assisting end-user with Level 1 Helpdesk support
- Resetting AD password support and creating tickets time to time answer phone calls from end user and providing best solution to solve their IT queries
- Remote user’s computer with granted permission and immediately fixing issue’s or queries of users, unlocking user account on application such as as400
- PWC - Scheduling presentation talk for the various venues around PWC premises including cafeteria and presentation rooms
- And handling and setting up of equipments such as laptop, webcams, speakers, microphones for video conferencing across Asia-specific for various international clients including VVIP’s that wish to communicate abroad after setting up the company’s web based auto IP Address connection manually
- Novus (Service Engineer) – Working with end client DBS to configure & troubleshoot cheque machine’s hardware and software
- On standby support 24 hrs to go down onsite and troubleshoot machines.
IT Helpdesk Support
The Farrer Park Company
02.2016 - 08.2016
- For both 1st level and 2nd in the following areas)
The Farrer Park Company, Farrer Park Hospital, One Farrer Hotel
- Spa - (OFHS)
- Farrer Park Medical Centre - (FPMC)
- Healthconnexion -, Owen link - (Pharmacy)
- TK Low Academic Specialist Centre - (Private Clinic)
- Answering calls and enquiries of user’s IT related issues and providing most suitable troubleshooting methods and solution for user
- Logging tickets into system daily for update on user issues and follow up’s
- Assisting in deploying new laptop devices for new user and ensure steps are followed on check list e.g: create and guide user to make new credentials , installation of printers , set of new mailboxes , e-mails etc
- Assisting user to do data archiving of their mailbox safely and also reimaging computer to build better performance
NCS, National Computer Singapore, s
08.2014 - 02.2016
- Sec Sch
- Responsible for performing 1st and 2nd level troubleshooting support for problems related to computer hardware/software and application systems in school environments
- Provide advice and assistance to users on the usage of simple functional features of software and hardware peripherals
- Perform basic administrative support, asset management and routine IT housekeeping services
- Ensure the proper running of IT equipment and systems
- To Deploy System And Update Patches along with updating of Anti-Viruses Etc
- Support School ICT manager in daily checks of school asset and equipments
- Technical Support to end users
Clerk, Personnel Branch
Singapore Civil Defence Force, SCDF
05.2012 - 03.2014
- Organize Operationally Ready NSmen to attend reservist
- Send timely reminders to NSmen
- Processing Deferment/Disruption for NSmen using NSPAM
- Conducting House-Visits for AWOL (Absent Without Official Leave) NSmen not turning up for their In – Camp Training (ICT)
- Handling Thousand’s of NSmen Dockets
Education
NITEC - Info-Communications Technology
Institute of Technical Education
Chua Chu KangGCE ‘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.
Hobbies
Will like to go cycling with family on the weekends
Languages
English
Upper intermediate (B2)
Malay
Intermediate (B1)
Urdu
Elementary (A2)
Timeline
IT Support Specialist
Infosys (Icompaz) Pte Ltd
09.2019 - Current
Desktop Engineer
ITCAN PTE LTD, CGM & ANL SINGAPORE
10.2018 - 04.2019
Desktop Engineer
NEC Asia Pacific Pte Ltd, Renesas
08.2017 - 08.2018
IT Desktop Support Roaming Engineer
Thatz International Pte Ltd
08.2016 - 08.2017
IT Helpdesk Support
The Farrer Park Company
02.2016 - 08.2016
NCS, National Computer Singapore, s
08.2014 - 02.2016
Clerk, Personnel Branch
Singapore Civil Defence Force, SCDF
05.2012 - 03.2014
The Farrer Park Company, Farrer Park Hospital, One Farrer Hotel
NITEC - Info-Communications Technology
Institute of Technical Education
GCE ‘N’ Level -
Marsiling Secondary School
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