Pepe Yow

Deskside Engineer, Infinite Computer Solutions Pte Ltd                 Feb ‘19 - Feb ‘21

• Provide technical and operation onsite support to end user by performing Level 1 & 2 troubleshooting and resolving PC, Laptop, IP phone or Printer/scanner issues in a hospital environment
• Ensure Service cases escalated by helpdesk are updated or closed in timely manner as per ticket update/closure procedure and within SLA
• Install/Reinstall of software such as hospital programs, SAP, Microsoft office etc
• Perform hard disk secure wipe (killdisk) for decommissioning of old asset
• Perform imaging/reimaging and joining of domain for PC and laptop when required
• Escalate issues to external Vendor or other support team and continue to follow up until resolution
• Configure & Deploy new PC, Laptop, Printer & IP phone for the end user 
• Assist to backup of outlook email archive and important files for end user data transfer

Network Engineer Lvl 1, NCS Pte Ltd                                            Aug ‘17 – Aug ‘18

• Had a short stint role as helpdesk support to handle E-service request related to active directory and attend to customer’s phone call for any inquires or issues. 
• Monitor websites, servers, storage (SAN, NAS), network/security devices and Symantec alerts. 
• Used monitoring tool such as Solarwinds and SCOM operation manager
• Logged ticket for duty engineer and inform if the alert is critical.
• Responsible for updating ticket in our queue with root cause and resolution. Ensure the issue in the ticket is resolved before closure of ticket so that their respective SLA won't be breached.
• Conform to proper escalation process if we received critical alerts but the engineer is uncontactable
• Submission of daily health check report to the client to ensure everything is operational by 8am
• Liaise with onsite personnel or inform roaming field engineer to find out whether there is a power trip  or maintenance activity that led to firewall or network device down
• Facilitate with local IT to go onsite to check if firewall or network device is down and follow up with the progress for closure of ticket

IT Installer, Micro 2000 Services Pte Ltd                                         Mar ‘15 – June ‘15

• Assisted in setting up those newly issued desktops and laptops
• Configured those newly issued desktop and laptops to join the SSOE domain 
• Ensure proper sanitization of the old laptops and desktops before returning them back to company