Joseph Chan

Helping end-users troubleshoot and resolve issues is a passion of mine. Asset management, desktop/helpdesk customer service, troubleshooting, testing environment, coexistence testing, mobile management device support, and active directory support are all skills I have. I also want to grow as a person by learning new technologies, systems, and applications, I am willing to learn system roles or IAM roles.

MM Consultant - INFOSYS COMPAZ PTE. LTD. - Queenstown

November 2020 to Apr 2023

• Provide BAU support to VVIP and VIP daily (Board members and head of department)
• Document, track and monitor user problems to ensure resolution in a timely manner
• Configuration, maintenance, management
• Testing in test device daily, (Secure SharePoint, Test mobile, Test laptop)
• BAU for Seclore Users and Servers

1. Policy Server Portal- extract logs, assign license, check logs from backend
2. Boldon James Server- Classification configuration (Label)
3. Document Server, Hyper-V failover cluster
4. PST Decryption Server- Decrypt archiving outlook emails and documents
5. Thales- Rotation of Key
6. SolarWinds UI- Monitoring Tool Ad-hods

• Documentation on new workaround for new issues
• Ticketing ServiceNow- SR/CR/INC/PRB 

Responsibilities

• Hands-on operational support for Seclore
• Level 2/3 support for Seclore product, engaging with Seclore for escalations as needed

Key Accomplishments:

• ServiceNow tickets close on time
• Project ends within timeframe
• Acknowledgement and comments from end-users

Mobile and Desktop Support Lead - PCCW Private Limited – Outram (SPF Client)

January 2020 to August 2020

• Troubleshooting of client mobile applications• Assisting users in updating and resetting of mobile devices and account password
• Deployment of mobile phones and assist user in familiarizing of the device
• Troubleshooting of WOG system (desktop, laptop, and tablet) such as VPN, Network quarantine, Microsoft outlook, O365
• Create documentation and explain for users and own fellow team members
• VIP and VVIP support
• Manage Active directory (modify, edit, create, giving access)
• Leading a team of 7 people (on-site and station)
• Deploy new mobile and laptop to new joiners/users 

Key Accomplishments:

• Closing ServiceNow tickets promptly either on-site or station 

Project: Mobile clinic on-site within the period (Ensure end-users have all the knowledge of the mobile applications) 

Data Centre Operations Engineer - CBRE Private Limited - Singapore 

March 2019 to January 2020 

• Decommission and Installation/Cabling on servers
• Maintain documentation / records, procedures, and communication
• Manage Data Centre inventories – equipment, testers, consumables, etc.
• Handle customer’s requirement such as delivery acceptance, remote hand supports, hardware swap, etc. 
• Servers – Dell EMC, HPE, Dell PowerEdge
• Ticketing System, ServiceNow and using Nlyte
• Escort Vendors into data center premises 

Key Accomplishments:

• Ensure ServiceNow tickets closed
• Ensure monitoring tools stabilized and working fine at night 

Desktop and mobile support II - Eastern Pacific Private Limited - Suntec 

March 2018 to February 2019 

• Monitor/troubleshoot end user mobile, desktop and laptop administration, upgrade, installation and troubleshooting as well as end user account administration
• Provide solutions to solve problems or improvements via Spice Works (ticketing system), 12-18 tickets daily
• Support standard software, like Danaos, Crystal Report, outlook, excel, VPN, etc. and maintain inventory of IT assets
• Accountable for back up operations and maintenance
• Practice good network, Anti-virus TrendMicro and FortiClient
• RDPs for APAC users, such as from Korea and Japan and VVIP like Captains
• Manage Active directory (modify, edit, create, giving access)
• VIP Support (Captains abv) 

Key Accomplishments:

• Consistently met the turnaround deadline in resolving it issues
• Explain busy users on how application works and helps them to solve their applications
• Remote support to other countries (US, France, China, Japan) 

Project: Setup new office with to new office and back to renovated main office

Desktop and mobile support II - Marina Bay Sands Ptd Ltd - Singapore

February 2017 to February 2018

• Monitor/troubleshoot end user mobile, desktop and laptop administration, upgrade, installation and troubleshooting as well as end user account administration
• Assess computer systems, and networks for vulnerabilities
• Anti-Virus, like Symantec
• Ticketing system, like ServiceNow, Inc, 10~15 tickets above each day
• Resolve network issue at Casino tables, office, restaurant
• Troubleshoot IOS and android applications, VPN• Troubleshoot desktop applications, VPN, office365, outlook, excel, etc
• VIP Support (Shop Managers/Users)

Key Accomplishments:

• Overseen day to day various and analytical problems with instant solutions
• Done multi-tasking and handled multiple client

DevOps Consultant - Gateway Software Solutions - Tampines

June 2015 to February 2017

• Conduct software testing in Dashboards for client in CRM before input into production
• Provision virtual machines for the IT team
• Develop scripts to automate build, deployment, and system management
• Dashboards in Application Performance Management.
• Basic in Java, JVM, VMware, Hyper- V
• Resolve disaster recovery, system backup and restore 

Key Accomplishments: 

• Consistently ensure logged issues are completed on the due date
• Actively ensure all applications are maintained to standard and up to date

IT Support Asst. Team Lead – AGC (Gov Lawyer Firm) - Singapore

January 2013 to May 2015

• Setting up new pc/laptop and configuring set-ups
• Using Ticket System such as Service Now, Jira, Spice Works, 12-18 tickets daily
• Diagnose and resolve technical hardware and software issues involving internet connectivity
• Gather customer’s information and determine the issue by evaluating & analyzing the symptoms
• Manage asset management in excel macro
• Troubleshooting on applications
• ITIL standard
• VIP Support Key 

Accomplishments: 

• Handling difficulty end-users, explain and show user the standard of process (SOP)
• Effectively involved in hardware, software and till integration level
• Ensure new engineers are given proper training or hand out guides

Project: Setup new office for CPF board. Data migration for all users in AGC

Call Center IT Support - DBS PTE LTD - Jurong

December 2010 to December 2012

• Diagnose and resolve technical hardware and software issues involving internet connectivity
• Interact with users to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Using Ticket System• Manage daily ticketing counts, 12-18 tickets daily

IT Support Technician - Burgeon Bricks PTE LTD – Sin Ming

March 2008 to October 2010

• Install, configure, troubleshoot, and maintain servers, including VMWare
• Assist in the evaluation of server hardware and software
• Monitor, manage and maintain Data Center operations
• Daily monitoring of status and tapes
• Liaise with vendor on maintenance and enhancement issues 

Project: Setup new office with server’s configuration and systems

System Operator - IBM - Buona Vista

January 2007 to January 2008

• Monitor, manage and maintain DC operation and facilities
• Ensure proper running of the existing data centre systems (for many IBM’s clients)
• Daily monitoring of status
• Liaise with the vendor on maintenance and enhancement issues

Diploma in Cloud Administrator

Lithan - Singapore

March 2023 to Present

Higher NITEC in Infrastructure Support

Lithan - Singapore

February 2013 to July 2014