SUMMARY:

• Supervision of local IT resources for all Atkins South East Asia offices and Australia
• Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• General troubleshooting of desktop computing environment based on incidents service requests logged via the Global Service Desk.
• Deploy desktop computers and peripherals, record and track assets during deployment according to company IT standards and workflow procedures
• Deploy Windows Servers (2008R2, 2012R2) both physical and virtual (VM Ware) using company standard image via SCCM
• Manage DHCP, File and Print servers for offices in Singapore and Australia
• DFS management

TECHNICAL SKILLS:

• Microsoft Project
• Microsoft Visio
• Microsoft Office 365
• VM Ware
• Skype Telephony (Microsoft Skype for Business)
• Active Directory Management
• Exchange Online/Exchange 2007 mailbox configuration and setup
• Windows Server 2008R2/2012R2
• ITIL
• Hardware Asset Mangement
• Software Asset Management
• IT Service Delivery
• Project Management
• IT Procurement and Contract Management

PROFESSIONAL EXPERIENCE:

Confidential

Senior Desk Side & Technology Support Analyst

Responsibilities:

• Supervision of local IT resources for all Atkins South East Asia offices and Australia
• Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• General troubleshooting of desktop computing environment based on incidents service requests logged via the Global Service Desk.
• Deploy desktop computers and peripherals, record and track assets during deployment according to company IT standards and workflow procedures
• Deploy Windows Servers (2008R2, 2012R2) both physical and virtual (VM Ware) using company standard image via SCCM
• Manage DHCP, File and Print servers for offices in Singapore and Australia
• DFS management
• Basic SCCM configuration tasks such as client management to ensure SCCM clients are properly installed and configured on all PCs and servers
• Manage VM Ware servers on V Centre environment
• Setup users for Skype Telephony using Skype for Business Management portal as per company standard dial-plan
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
• Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
• Own, monitor and maintain equipment rooms to comply with company IT and QSE standards
• Responsible for IT Procurement and manages IT Contracts South East Asia offices including Australia
• Support the set-up of new offices, sites or projects across the local region
• Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
• Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
• Act as an escalation point for 2nd Line support issues
• Ensure maintenance of all local equipment rooms and conference room IT facilities, mitigate risks arising from audits, fire, safety or other risk assessments
• Act as an escalation point for local service issues
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
• Daily analysis of reports indicating tickets outside of SLA with local team
• Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager
• Manage and review processes defined in the IS Business Management System
• Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services
• Provide cover for the local Desk Side and Technology Support Manager as and when required
• Conduct training programs designed to educate customers about basic and specialized applications
• Provide support for less experienced members of the team
• Approve change controls
• Manage Backups/Restores using Symantec Backup Exec
• Act as onsite Project Manager for all IT Project deployments in region

Confidential

Information System Officer

Responsibilities:

• General troubleshooting of desktop computing environment based on incidents service requests logged via the Global Service Desk.
• Deploy desktop computers and peripherals, record and track assets during deployment according to company IT standards and workflow procedures
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
• Support the set-up of new offices, sites or projects across the local region
• Deploy Windows Servers (2008R2, 2012R2) both physical and virtual (VM Ware) using company standard image via SCCM
• Manage DHCP, File and Print servers for offices in Singapore and Australia
• DFS management
• Basic SCCM configuration tasks such as client management to ensure SCCM clients are properly installed and configured on all PCs and servers
• Manage VM Ware servers on V Centre environment
• Setup users for Skype Telephony using Skype for Business Management portal as per company standard dial-plan
• Configure Cisco phones via Cisco Call Manager Express
• Perform P2V on servers using VMware VCenter Converter
• Manage Backups/Restores using Symantec Backup Exec
• Act as onsite Project Manager for all IT Project deployments in region

Confidential

IT Systems Administrator

Responsibilities:

• Maintenance and Troubleshooting of all office computers (desktops & laptops), printers and servers
• In charge of server backups and restorations;
• Monitoring of F+G Singapore LAN/WLAN and VPN
• In charge of Anti-virus patching/monitoring and overall IT security
• Maintains the local domain Active Directory and GPOs
• Maintains F+G Singapore’s Exchange accounts hosted in the Atkins China Exchange server
• Keeps and maintains all IT records (software and hardware inventory, shared drive access rights for users, IT DR plan, maintenance service records of 3rd party contractor, IT procurement records, etc.)
• In charge of evaluation and procurement of IT equipment and software in accordance with Atkins IT standards
• Main contact between 3rd party IT services providers i.e. ISP and software/hardware vendors
• Ensures that IT policies are implemented in accordance with Atkins set standards
• Provides remote IT support to F+G Singapore staffs seconded to local client and clients abroad
• Manage Backups/Restores using Symatec Backup Exec
• Act as onsite Project Manager for all IT Project deployments in region