Technical Helpdesk Specialist
Consolidated Data Services
Total years of experience :12 years, 10 Months
Acting as the first point of contact for all IT and Technical queries on all of the agencies handled by the company. I Administer the Servers, Make sure network connection and Backups are always running and up to date. Doing password reset and Active directory accounts management. Administration of O365 Emails. I Liaise with vendors to obtain/prepare quotations for any IT related peripherals. Provision and Deploy Windows PC / Mac OS Laptops for the new staffs within the APAC region. Responsible for the IT Inventory/Documentation, control and update. Perform other function as assigned by the superior from time to time.
Providing Enterprise level ICT and Technical support for seasonal Government Exercises (e.g. P1 Registration, S1 Posting Exercises and CPA Exams), Carry out Connectivity and Applications Testing and feedback the outcomes to the Government. Supporting Schools ICT Projects and Explorations, Providing advice and assistance to Users on usage of Applications, Functional features of Software and Hardware peripherals. Migration of email from Lotus Notes to Outlook 2010, Administer the Active Directory, Rebuilding OS images .Recipient of an Excellence Award.
Provide Technical support for the Loan Management System, Encode, Calculate and transmits monthly billing dues of Customers to headquarters. Administer the Network, Liaise with Vendors for purchase and maintenance of ICT Equipment and Assets.
Test games and applications functionality and compatibility. Provide assistance to Users. Supervise and train new employee. Organise online and social media activities.
Providing advice and assistance to Users on the usage of Applications, Functional features of Software and Hardware peripherals.
•Assist Users to clarify the needs and requirements for new and enhanced systems, products and services, and helps devise effective solutions to these needs. Help assess the practicality of potential approaches and establishment of decision criteria. Helps estimate, costs and document the conclusions reached to produce parts sales proposals.
•Responds to request of assistance by providing information to enable Users to solve their problems.
•Maintain accurate log entries of incidents with resolutions details and follow-up information.
•Ensure adherence to escalation procedures, Respond to escalated, complex and high impact User call in a timely fashion.
•Ensure that documentation of the supported System and Software is available and in an appropriate form for those receiving calls. Ensure log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems.