Tan Kok Keong Gavin

IT Support Lead

UOB KAY HIAN PRIVATE LIMITED

10.1998 - Current

Provide Level 1 user support for IT helpdesk calls and emails.
Provide Level 2 technical support for Windows OS, in-house applications, Outlook, Lotus Notes, Forticlient VPN, vendor applications, MS Office, Advisor Trader applications, Avaya IP phone and phone recorder system.
Assist on deployment of IT equipment such as desktop (Win OS), laptop ( Win OS), printers, IP phone and etc.
Setup and support user on video conference using Lifesize, Teams, Zoom.
PC image setup and cloning / formatting and recovery / software patches / troubleshooting.
Liaise with supplier / vendor to obtain and prepare quotations to purchase for IT equipment, IP phone, phone recorder and peripherals.
Liaise with vendors on support / maintenance of PC, Laptop, PABX, Phone recorder equipment.
Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
Installed, configured, tested and maintained operating systems, application software, and system management tools.
Increased user satisfaction through effective communication and timely resolution of support tickets.
Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
Established strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions.
Used ticketing systems to manage and process support actions and requests.
Collaborated with supervisors to escalate and address user inquiries or technical issues.
Configured PC hardware, laptop, IP phone, devices, and software to set up work stations for employees.
Provide remote support for local and regional office users; (Purchase / setup of PC or laptop / software installation / troubleshooting etc).