Summary
Overview
Work History
Education
Skills
Timeline
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Toh Zhen Hao Edmund

Summary

Diversely Skilled Technical Analyst with 3 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.

Overview

6
6
years of professional experience

Work History

Technical Support Analyst

Starhub Pte Ltd
06.2022 - 07.2023
  • Point of contact for technical matters escalated by the customers, internal and external stakeholders
  • Handle incoming faults in a professional and courteous manner over the telephone and via email
  • Monitor network devices and identify issues such as Availability, Hardware health, Latency and Over-utilization issues
  • Be decisive in managing incoming proactive alerts and take on the lead to isolate and escalate the issue depending on the findings
  • Take ownership of the assigned cases, may it be an Incident or Service Request and conduct full and thorough diagnostics and escalate to the appropriate team if required
  • Ensure all technical issues are progressed and cleared within agreed SLA, including the need to escalate to other internal and external teams where appropriate
  • Troubleshoot and resolve customer incidents and provide customer status updates in a professional and timely manner
  • Identify and escalate repeated/chronic issues or service risks to service management teams.

Desktop and Application Support Engineer

Fullerton Healthcare Group Pte Ltd
02.2021 - 05.2022
  • Provide on-site L1 technical software and hardware issue
  • Install software applications, hardware peripherals and devices, update software and hardware drivers as needed
  • Install and maintenance local printers, setup network printer
  • Support Hardware and Software asset management
  • Supported software integration and implemented maintenance enhancements
  • Addressed technical issues and guided end users through resolution

IT Support Engineer

NEC Asia Pacific Pte Ltd
01.2019 - 01.2021
  • Provides on/off-site technical support, attend to service request, incident tickets
  • Coordinate and lead the configuration, installation and upgrade of user hardware and software
  • Developed training and support documentation of internal systems and processes
  • Determined technical problems, resolve them for user and answered or brief user enquires on different application and devices
  • Weekly administrative work
  • Other ad-hoc duties assigned by management

Telecommunication Technician

Sing Tung Technologies Pte Ltd
07.2017 - 01.2019
  • Schedule, maintenance, installation and migration, collaborate with vendors and staff
  • Ide on-site troubleshooting to internal and external consumers.

Education

Diploma - Infocomm and Digital Media (ICT Systems

Temasek Polytechnic

Electronics (Computer and Networking

ITE College
2015

Higher Nitec - Electronics Engineering

ITE College
2013

Skills

  • What I have achieved
  • Proficient in
  • Microsoft Words, PowerPoint and Excel
  • Working in a team in terms of communications, analysing the situation
  • Develop a good customer service skill
  • Time Management skills
  • Implementing the knowledge that I have learned in personal/experience
  • The importance of a management structure
  • Technical Issues Analysis
  • Collaborative Team Player

Timeline

Technical Support Analyst

Starhub Pte Ltd
06.2022 - 07.2023

Desktop and Application Support Engineer

Fullerton Healthcare Group Pte Ltd
02.2021 - 05.2022

IT Support Engineer

NEC Asia Pacific Pte Ltd
01.2019 - 01.2021

Telecommunication Technician

Sing Tung Technologies Pte Ltd
07.2017 - 01.2019

Diploma - Infocomm and Digital Media (ICT Systems

Temasek Polytechnic

Electronics (Computer and Networking

ITE College

Higher Nitec - Electronics Engineering

ITE College

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Toh Zhen Hao Edmund