Resume

Professional Experience

IT Support Specialist

Nov 2019 – Nov 2023
Accenture │ Jakarta, Indonesia
  • Delivered 1st & 2nd level support for 5,000+ enterprise users across Windows and macOS.
  • Managed onboarding/offboarding including AD, O365 provisioning, and device setup.
  • Supported Teams, Zoom, Crestron systems for executive operations.
  • Authored documentation that reduced repeated tickets by 30%.
  • Provided VIP/executive support ensuring critical system uptime.
  • Implemented patching, imaging, and app deployments across 500+ devices.

Technical Support Analyst

Oct 2015 – Oct 2019
Cognizant │ Singapore
  • Resolved 300+ daily tickets via ServiceNow while maintaining SLA compliance.
  • Supported enterprise hardware including printers, workstations, and mobile devices.
  • Administered Office 365 and implemented MFA across the organization.
  • Configured IP phones and MFP printing systems.
  • Delivered OS migrations improving workstation speed by 20%.
  • Provided on-call support for after-hours operational continuity.

Junior IT Systems Support

Aug 2014 – Sep 2015
Marcusevans Group │ Kuala Lumpur, Malaysia
  • Maintained 99.5% uptime of enterprise applications and services.
  • Created and maintained Active Directory accounts for 5,000+ employees.
  • Performed OS updates, patching, backups, and system maintenance.
  • Improved IT operations by documenting internal workflows.

Technical Skills

Operating Systems

Windows 10/11 macOS Linux iOS Android

Microsoft Ecosystem

Office 365 Exchange Online SharePoint OneDrive Teams Intune Active Directory

ITSM & Automation

ServiceNow JIRA PowerShell Bash Python

Networking & Security

TCP/IP DNS DHCP VPN Firewall Configuration

MDM & AV Systems

Intune JAMF (Basics) Zoom Teams Rooms Crestron AirMedia
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