Yeo KIM HUI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Technical Support Lead
NCS Group - WOG
04.2023 - Current
- Provide technical support and data migration to MINDEF/SAF end users.
- Determining project requirements and developing work schedules for the team.
- Liaising with team members, management, and clients to ensure projects are completed to standard.
- Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
- Writing progress reports and delivering presentations to the relevant stakeholders.
- delegating tasks and monitoring performance and progress through tracking of daily, weekly and monthly project goals
Assistant Team Leader
NCS Group - SMC
09.2021 - 03.2023
- Assisting Team Leader to lead a team of 5 service desk employees in delivering customer service and IT support to MINDEF/SAF end users.
- Conduct training and orientation for newcomers who join the team and making sure that they understand the processes and SOPs of this project.
- Coordinate with Team Leader and manager in enhancing of the current process and guides.
Helpdesk Coordinator
NCS Group – SMC
04.2020 - 08.2021
- Aiding requesters to submit service requests such as installation of printers, scanners etc. Liaising with OSE and other teams (e.g.: messaging team, asset team etc.) to fulfil requesters’ requests.
Helpdesk Agent
NCS Group – SMC
02.2020 - 04.2020
- Serves as the first point of contact for customers seeking technical assistance or queries over the phone or email.
- Direct unresolved issues to the next level of support personnel.
- Follow up closely on the cases had been assigned to you.
- Other ad-hoc duties assigned by Team Leader.
Team Leader & Coordinator
NCS Group – MHA
08.1997 - 01.2020
- To lead a team of 8 service desk employees in delivering customer service and IT support to MHA users.
- Conduct training and orientation for newcomers who join the team and making sure that they understand the processes and SOPs of this project.
- Support the service desk manager in driving continuous improvement into the service desk process and guides.
- Using Azure server to create, delete and reset passwords for ISS users.
- Aiding requesters to submit service requests such as installation of printers, scanners etc. Liaising with FS and other teams (e.g.: messaging team, system team etc.) to fulfil requesters’ requests.
Helpdesk Agent
NCS Group – MHA
08.1997 - 01.2020
- Serves as the first point of contact for customers seeking technical assistance or queries over the phone or email.
- Direct unresolved issues to the next level of support personnel.
- Follow up closely on the cases had been assigned to you.
- Other ad-hoc duties assigned by supervisor.
Education
Bachelor in Computing With Management -
MDIS - University of Bradford
01.2007
Diploma in Information Technology -
Informatics
01.2002
Skills
- User Support
- Customer Service
- Technical Support
- Hardware - Troubleshooting of PC and printer issues
- Software - Microsoft Office Suites; Antivirus and etc
- Email Provider - Louts notes and Microsoft Outlook
- Network – LAN & VPN
Certification
- Certificate of Achievement - Office Power for Windows by Microsoft ATC
- Certificate of Achievement – NICF – Computer Hacking Forensic Investigator (CHFI)
- Certificate of Accomplishment - Web Publishing with HTML, JavaScript, and Java Applets by Sun Microsystems
- Certificate of Apprenticeship - Computer Operations by National Computer System Pte Ltd in conjunction with Institute of Technical Education Singapore
- Certificate of Attendance: PC Networking
- Understanding and Maintaining PC Hardware
- Web Page Design – HTML
- Certificate of Completion - SQL for End-users by Oracle
Timeline
Technical Support Lead
NCS Group - WOG
04.2023 - Current
Assistant Team Leader
NCS Group - SMC
09.2021 - 03.2023
Helpdesk Coordinator
NCS Group – SMC
04.2020 - 08.2021
Helpdesk Agent
NCS Group – SMC
02.2020 - 04.2020
Team Leader & Coordinator
NCS Group – MHA
08.1997 - 01.2020
Helpdesk Agent
NCS Group – MHA
08.1997 - 01.2020
Bachelor in Computing With Management -
MDIS - University of Bradford
Diploma in Information Technology -
Informatics
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