Zachary Lim
Senior IT Support Specialist
Singapore
Summary
Customer-focused Technical Support Specialist and SRE/DevOps enthusiast with over 4 years of experience delivering L1/L2 support across complex enterprise and SaaS environments in the APAC region. AWS Certified Solutions Architect with hands-on experience in Linux/Windows system administration, cloud-native architectures, API integrations, and PowerShell automation. Proven track record of executing root cause analysis, managing incident workflows, leading complex data migrations, and utilizing modern AI productivity tools to optimize operational support workflows.
Overview
3
3
Certifications
11
11
years of professional experience
Work History
Senior IT Support Specialist / L2 Technical Support
INVNT GROUP
06.2022 - Current
- Regional Technical Support: Provide Tier 2 technical support across APAC (Singapore, Sydney, India) and EMEA regions, supporting SaaS applications, cloud infrastructure, and enterprise end-users with a strong focus on high-priority SLAs.
- Merger & Office Migration: Co-led the technical integration during a recent company merger, utilizing BitTitan MigrationWiz to seamlessly migrate tenant data, user mailboxes, and enterprise cloud assets with zero downtime for business operations.
- Scripting & System Administration: Utilize PowerShell for directory services management, user provisioning/deprovisioning automations, and bulk administrative tasks across Microsoft 365 and local Windows environments.
- Integrations & Workflow Automation: Modernized organization workflow by migrating data collection tools to Formcrafts and designing customized webhook integrations into Zendesk to automate ticket creation, multi-department approval routing, and user onboarding/offboarding workflows.
- Cloud & Systems Infrastructure: Earned AWS Certified Solutions Architect to support AWS Partner Network (APN) client collaborations and cloud environment configurations. Administer cloud-native identity and access platforms including Okta, Azure AD/Office 365, and Mosyle MDM.
- Cross-Border & Onsite Operations: Traveled to Sydney, Australia to lead a complete MDM infrastructure migration from Jamf to Mosyle, ensuring strict alignment with regional security protocols and APAC compliance requirements.
- AI Tool Integration: Leverage modern AI tools (Cursor, Claude Code, Copilot) alongside PowerShell scripting to automate routine operational tasks, optimize API integrations, and rapidly triage technical documentation.
Deskside Support Technician
Infinite Computer Solutions (IBM Contractor)
12.2019 - 07.2021
- L1/L2 Enterprise Support: Delivered L1/L2 technical support for hardware, software, and networking issues for IBM and client environments using enterprise ticketing platforms (Maximo/Jira equivalent).
- Network & OS Troubleshooting: Managed domain connectivity, VPN access, local machine deployments, and network access points (AP). Maintained and imaged both Linux and Windows environments.
- Critical Operations & Crisis Support: Mobilized as part of a 5-person ad-hoc emergency technical squad executing 12-hour shifts independently to deploy critical IT infrastructure for Tan Tock Seng Hospital (NCID) during COVID-19 response efforts.
Bartender (Part-Time)
Madstop - Alegro
09.2015 - 12.2019
- Developed strong customer service, rapport-building, and interpersonal communication skills in a high-volume client environment.
Corporal First Class (Infantrymen / 3IC)
SINGAPORE ARMED FORCES
08.2016 - 08.2018
- Led small tactical teams during evaluation exercises, building leadership, adaptability, and high-pressure decision-making capabilities.
Call Center Operator / On-site Support Scheduler
Micro 2000 Group Holdings Pte Ltd
01.2016 - 07.2016
- Managed front-line customer technical communications, triage, and task scheduling for field engineering services.
Education
Diploma - Information Technology (Network Security)
Republic Polytechnic
04.2016
'O' Level Graduate - undefined
Siglap Secondary School
12.2012
Skills
Infrastructure & Cloud: AWS Cloud Infrastructure (AWS Certified Solutions Architect - Associate), Kubernetes (Troubleshooting & Operations), Docker, Cloud-Native Technologies
Scripting & Automation: PowerShell, Bash, Python, AI-assisted scripting (Cursor, Claude Code)
Integrations & Protocols: API Integrations (Webhooks, Message Queues), Data Pipeline Architectures (ETL), Network Protocols
Operating Systems & Admin: Linux/Windows System Administration, Windows OS (9–11), macOS, Android, iOS
Certification
AWS Certified Solutions Architect – Associate | Amazon Web Services | Feb 2024
Timeline
Senior IT Support Specialist / L2 Technical Support
INVNT GROUP
06.2022 - Current
Deskside Support Technician
Infinite Computer Solutions (IBM Contractor)
12.2019 - 07.2021
Corporal First Class (Infantrymen / 3IC)
SINGAPORE ARMED FORCES
08.2016 - 08.2018
Call Center Operator / On-site Support Scheduler
Micro 2000 Group Holdings Pte Ltd
01.2016 - 07.2016
Bartender (Part-Time)
Madstop - Alegro
09.2015 - 12.2019
'O' Level Graduate - undefined
Siglap Secondary School
Diploma - Information Technology (Network Security)
Republic Polytechnic