Zhen Heng (Zen) Chai
IT Engineer
Singapore
Summary
As an IT Support with 9 years of hands-on experience in managing, maintaining, and optimizing enterprise IT infrastructure. Proven expertise in system administration, network operations, and technical support across diverse environments. Adept at troubleshooting complex technical issues, implementing secure and scalable solutions, and supporting end-users and business operations effectively. Known for delivering high-quality results under pressure, collaborating across departments, and continuously improving IT processes to meet business goals.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
IT Engineer
Cognoshere Pte Ltd
11.2022 - Current
- Provide first-line support to users via phone, email, chat, or in-person.
- Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices.
- Install, configure, and maintain operating systems and application software.
- Set up new user accounts and manage access permissions in systems like Active Directory.
- Assist in onboarding/offboarding employees with necessary IT equipment and credentials.
- Monitor and maintain IT infrastructure, including networks and servers.
- Led biannual IT asset audits to maintain accurate records and support lifecycle management of hardware and software assets.
- Maintain accurate documentation of asset inventory.
- Ensure timely updates, patches, and antivirus installations are applied to systems.
- Support remote users and troubleshoot connectivity issues (VPN, Wi-Fi, etc.).
- Provide user training and guidance on common IT tools and practices.
- Review IT budgeting annually.
- Managed IT procurement activities during periods of low stock volume, ensuring the timely acquisition of critical hardware and software while optimizing budget allocation.
IT associate engineer
Garena Online Pte Ltd
07.2020 - 11.2022
- Provide Level 1 & 2 support (MAC and WINDOWS)
- Manage storeroom and IT asset
- Business Trip outside HQ to provide IT advice and support
- Assist on IT audit yearly
- Support VIP meeting (Zoom, Teams and Webex) and internal
- Event support, including audio system support
- Manage software and licenses (WS1, Zoom, O365, Miro, Notion, Adobe)
- Maintain Imaging server for clone and deploy purpose
- Avaya Phone Setup
SYSTEM ENGINEER (INFRASTRUCTURE)/ Helpdesk Team Lead
Venture Limited Corporation
12.2017 - 07.2020
- Lead team members to provide Levels 1 & 2 user-support
- Manage and monitor all installed systems and infrastructure (VM and physical servers)
- Manage existing IT asset inventory
- Setup Video Conferencing
- Co-ordinate with Cyber Security team to align IT infrastructure with established standards and policies, perform system and security patch management
SERVICE DESK ENGINEER
THATZ INTERNATIONAL PTE LTD
12.2015 - 12.2017
- Provide Levels 1 & 2 user-support for PC (laptops and Macs)
- PABX and printer units to internal users
- Manage existing IT asset inventory
- Setup Video Conferencing
- Communicate with internal users and run IT improvement projects
- Resolve escalation issues from customers and manage the problem resolutions.
- Event setup support
Education
B.SC.(HONS) - COMPUTING
UCSI University
Kuala Lumpur09-2012
Skills
Network Troubleshooting Skill
IT documentation
System administration
IT problem management
IT asset management
IT compliance
IT team building
IT procurement
IT vendor management
IT budgeting
IT leadership
System updates
Server maintenance
Remote support
Troubleshooting and resolution
Technical troubleshooting
Extra-curricular activities
Buddhist Society, member, UCSI University, Kuala Lumpur 2009 – 2012 Actively participated in organizing spiritual, cultural, and community service events. Contributed to promoting mindfulness, compassion, and ethical values through educational workshops and retreats. Collaborated with members to foster a supportive and inclusive environment. Kendo Club, member, UCSI University, Kuala Lumpur 2010 – 2011 Practiced traditional Japanese martial art emphasizing discipline, respect, and mental focus. Participated in regular training sessions, inter-school competitions, and cultural exchange events. Developed resilience, concentration, and team coordination through intensive practice and sparring. Basketball Club, member, UCSI University, Kuala Lumpur 2010 – 2012 Participated in regular training sessions, friendly matches, and inter-school tournaments. Developed strong teamwork, communication, and leadership skills through collaborative gameplay. Maintained a high level of physical fitness, discipline, and strategic thinking on and off the court. Buddhist Society, member, UCSI University, Kuala Lumpur 2009 – 2012 Actively participated in organizing spiritual, cultural, and community service events. Contributed to promoting mindfulness, compassion, and ethical values through educational workshops and retreats. Collaborated with members to foster a supportive and inclusive environment. Kendo Club, member, UCSI University, Kuala Lumpur 2010 – 2011 Practiced traditional Japanese martial art emphasizing discipline, respect, and mental focus. Participated in regular training sessions, inter-school competitions, and cultural exchange events. Developed resilience, concentration, and team coordination through intensive practice and sparring. Basketball Club, member, UCSI University, Kuala Lumpur 2010 – 2012 Participated in regular training sessions, friendly matches, and inter-school tournaments. Developed strong teamwork, communication, and leadership skills through collaborative gameplay. Maintained a high level of physical fitness, discipline, and strategic thinking on and off the court.
Certification
CEH
Hobbies
Playing team sports to build collaboration skills like basketball.
like to research technology news by surfing internet.
Troubleshooting and assembling custom PC hardware.
Recently interest in AI bot playing, like openclaw
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Malay
Intermediate (B1)
Timeline
IT Engineer
Cognoshere Pte Ltd
11.2022 - Current
CEH
10-2021
IT associate engineer
Garena Online Pte Ltd
07.2020 - 11.2022
SYSTEM ENGINEER (INFRASTRUCTURE)/ Helpdesk Team Lead
Venture Limited Corporation
12.2017 - 07.2020
SERVICE DESK ENGINEER
THATZ INTERNATIONAL PTE LTD
12.2015 - 12.2017
B.SC.(HONS) - COMPUTING
UCSI University