serene low

Dates From Dec 2021 – Current

IT Helpdesk Engineer, Kelvin Chia Partnership

• My job required me to multi-tasking in handling general enquires on work procedures, IT technical support onsite with Lawyers, Support department, hardware trouble-shooting with organization & problems solving with our end user via phone.
• New joiner account setup with assigned desktop/laptops. 
• We are been assigned with tasks like software installation, hardware installation, store opening installation like re-clone Window Operating System, installation essential software for computers for new stores
• Patch update or reinstallation software on their CRM if there is request
• LAN/WLAN technical support with office 
• IP Phone system setup and troubleshooting in the office 
• IT asset management like hardware receive & issue 
• Software license & installation request 
• Active directory account reset/ check 
• G-suite technical level 1 support like account reset, technical faults like unable to send emails/some email did not receive or outage report & etc
• NetDocuments setup for outlook add-in and trouble Netdocument if there is any error
• Microsoft  Office 365, 2010, 2013, 2016, 2019, 2021 support 
• Adobe support like Adobe photoshop, Kofax advanced, creative cloud, Illustrator & etc
• Level 1 trouble shooting printer, fax machine, IP phone, PC and etc 
• engaging supplier, VOIP vendor and etc to provide support on software, hardwares and company’s VOIP services. 

Dates From JULY 2018 – July 2021

IT Helpdesk Engineer, ntuc fairprice 

• My job required me to multi-tasking in handling general enquires on work procedures, IT technical support on SAP, hardware trouble-shooting with organization & problems solving with our end user via phone.
• We are been assigned with tasks like software installation, hardware installation, store opening installation like re-clone Window Operation, installation essential software for computers for new stores
• Patch update or reinstallation software on PDA, SAP & etc if there is request
• technical support on Glory ICASH machine/ Point of Sales machine/server
• LAN/WLAN technical support with organization/ Stores
• Mobile PDA & tablet remote assistance trouble-shooting 
• SAP Purchase order supports like Purchase error, Return good order error & etc
• IT asset management like hardware receive & issue 
• Software license & installation request 
• Active directory account reset/ check 
• G-suite technical level 1 support like account reset, technical faults like unable to send emails/some email did not receive or outage report & etc
• Microsoft share-point support like unable to access some of HQ reports / sales report 
• Microsoft  Office 365, 2010, 2013, 2016, 2019 support 
• Adobe support like Adobe photoshop, creative cloud, Illustrator & etc
• Level 1 trouble shooting printer, fax machine, NETs, credit card terminal & etc 
• I’m also doing mid-night shift support for store like cheer, Fairprice store that operating 24/7 in regardless on trouble-shoot on hardwares failures, POS software & hardwares, SAP order enquires, Active directory account reset & etc. 
• From Aug 2019, our department will doing merging with NTUC Enterprise IT support to assist in users from NTUC enterprise.sg, Foodfare, Kopitam , NTUClink & etc. 
• Support in G-suite migration between Window One-drive/Outlook user into G-suite users
• Setup & deploy assets to various department 
• Setup MacBook Pro laptops for new Hire
• Trouble-shooting MacOS version 10.13, 10.14, 10.15, 11 related technical problems 
• Okta administrator troubleshooting 

Dates From feb 2009 – To July 2018

IT Helpdesk Analysist, STarhub

• My job required me to multi-tasking in handling general enquires about Starhub’ s products, IT technical support, problems solving with our customers versa on phones. Through this job, I’m come to understand how important is team works and ways in handling of work stress in meeting customers’ expectation and coordination with other departments. 
• I’m handling level 2 support for outbound calls which all cases which escalated from Level 1 support team after they escalated to backend team for checking, clarification & advise on different options to resolved issue
• I’m also handling all VVIP, VIP, CEO referral contracts & HOD dispute customer callback for any form of network or Starhub Equipment trouble-shooting & escalation to various Department & backend team (VNOC, IPNOC & etc)
• If above failed, we will help in schedule technician down to check on customer’s equipment or network & with the technician’s report. We have better understanding & able to analysis customer’s situation
• at the same times, we assigned with my management in handling outsource call Center which are located with Malaysia end (Aegis) with their daily roles, manpower & running on daily report on individual teams/groups.
• Obtained documents, clearances and approvals from individual department 
• Analyzed departmental documents for appropriate distribution and filing.
• Assisted various business groups with document organization and dissemination during acquisitions.
• Support on level 1 & level 2 technical support & help out disputing end-user as Service Manager callback

Dates From april 2006– To aug 2007

Part Time Waitress, Temasek Club

• Immediately reported accidents, injuries or unsafe work conditions to manager.
• Provided friendly and attentive service.
• Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
• Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying them into the register.
• Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
• Bussed, cleared, cleaned and set tables in a quiet and efficient manner.
• Received frequent customer compliments for going above and beyond normal duties.
• Emptied and maintained trashcans and outdoor dumpster area.

Dates From mar 2002– To jun 2004

Customer service officer, M & L Private Limited

• Answered an average of 30 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Described product to customers and accurately explained details and care of merchandise.
• Earned management trust by serving as key holder, responsibly opening and closing store.
• Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
• Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
• Scheduled weekly inventory pickups and deliveries with vendors.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Asked open-ended questions to assess customer needs.
• Designed displays to make the store experience interactive, engaging and reassuring.
• Contact customers to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
• Recommended alternative items if the product was out of stock.

Dates From jun 1999 – To sept 2001

Waitress, Santaro Japanese Restaurant

• Displayed enthusiasm and knowledge about the restaurant's menu and products.
• Routinely cleaned work areas, glassware and silverware throughout each shift.
• Developed and maintained positive working relationships with others to reach business goals.
• Assertively upsold alcoholic beverages, appetizers and desserts.
• Moved and arranged tables, chairs and place settings and organized seating for groups with special needs.
• Carefully pulled out guest chairs, placed clean and current menus in front of guests and recorded accurate drink orders.
• Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
• Addressed diner complaints with kitchen staff and served replacement menu items promptly.
• Consistently provided professional, friendly and engaging service.
• Skillfully promoted items on beverage lists and restaurant specials.
• Received frequent customer compliments for going above and beyond normal duties.
• Assisted co-workers whenever possible.
• Upheld highest standard for cleanliness of glass and silverware.

1996-1999

N-levels, Nan Hua Secondary school

Military band assistant leader

2002- 2003

O-levels & ITE Certificate of Office Skill, Orchard School

GPA 2 for COE skill. 4 passes in Chinese, English, science and accounting for O levels

2004-2005

Higher NITEC in accounting, BishAn ITE

Grade = GPA 3.5

Chairman of guitar club

Ensave Top 20% scorer

2006-2008

Diploma in Business IT, Ngee Ann Polytechnic

BaCom subcommittee members