Axel Chua Email & Phone Number

Singapore

- Global Helpdesk Analyst supporting internal users in various locations worldwide- ensure tickets logged with relevant information and followed up in a timely fashion with users- sole IT Support for SG office supporting all IT problems and queries with relation to Remote working/Citrix/Desktops/Laptops/IT hardware/applications/iPhones- Providing meeting setup support over Zoom/Cisco/Teams- updating knowledge based articles for a more efficient support model- maintaining good relationships with vendors providing services and hardware to Maples group- handle SML Requests

Singapore

• Performing duties as 1st Level Regional Helpdesk. Resolving user issues pertaining to desktops, laptops, VDI, printers, GOOD, phone, applications via phone or emails• Various application user account management (AD/GOOD/Remote Access/AS400/TEMOS)• Logging tickets via HP Service Manager• Check on ticket status with support teams / check with users if tickets are resolved• Escalating to the various support teams if unable to resolve at 1st level• Other ad-hoc duties such as Ticket Monitoring/daily AS400 printer status/Alert and Holiday posting on intranet etc

• Run Lync Advanced Voice project – deployment, scheduling, troubleshooting, analysis of data, hardware inventory such as lync headsets, Bluetooth speakers, develop users guides for Lync AV• Assist IQP (secure email to external parties) software for APAC regional deployment• Remote support dealing with issues that can be resolved remotely for users.• Troubleshooting VM/PC/Laptop/Remote Access issues.• Technical support for application issues encountered by users• Asset management using tools like HPAM and Sharepoint.• Deskside support for issues pertaining to login, smartcard, hardware• Setup PCs/Laptops for new joiners.• Local backup support for offices SIP/ORQ/ORL

• Technical Support for Dealing Room traders handling Active Directory setup, Move/Add/Change requests, LAN, Email, Blackberry, In-house applications, Bloomberg, Thomson Reuters, Financial tools such as BARX, Citi Velocity, Autobahn & Reuters dealing station• Ad-hoc desk moves, seat relocations or setup of dealing workstation.• Staff access card administration• Provide 1st level Technology Service desk support to users in SG/HK/SHA/MUM offices• Install, upgrade, support and troubleshoot Windows Operating Systems and Microsoft Office and any other authorized desktop applications.• Install, upgrade, support and troubleshoot for printers, computer hardware, wireless handheld, video & audio conference device and any other authorized peripheral equipment. Licensetracking and management.• Logging, escalating and tracking all incidents and requests to ensure relevant applicableSLAs are met.• To perform basic Windows Active Directory administrative duties.• To work with Technology teams in other geographical regions & time zones to coordinate projects and issues

- drive remediation of end-of-life legacy applications and software across the Corporate and Investment Bank user base- own the remediation plan through to complete resolution

• Provides day-to-day hands on support to the organization’s end users with regards to the following – desktop (Dell & HP), laptops (Dell, HP & IBM), network & standalone printers, in-house applications, 3rd-party software, Reuters Kobra 3000xtra, Bloomberg & Branch Support• Priority support for the bank’s management team and dealing floor (10 dealers)• Receiving and logging of end user support issues via 3rd party logging system• Active Directory, Microsoft Exchange, In-house applications (AS400, Moody’s, GBK), VPN User Administration - Creation, Modification, Reinstate, Deletion• Inventory Asset Control and Administration for the organization’s IT assets such as desktops, laptops, printers, software (MS Office, Adobe Standard & etc)• Managing and overseeing to the end ad-hoc projects such as Windows 7 migration, upgrading of desktops, new or upgrade of software and department relocations/renovations• VPN/Blackberry/iPhone/iPad support for Mobile users• Handle ad-hoc requests such as shared drive file restore from previous tape backups, shared drive access, email distribution groups modifications based on user request form submissions and etc.• General network maintenance (DSL, LAN, PRINTERS)• Testing of new software releases & documentation which may be used for manuals• Liaise with vendors to get quotes for various hardware or software, put up capital requisition form for respective GM, HOD or dept head to approve, invoice orders filing with corresponding quotes and capital requisition forms• Monthly statistics & reports generation of anti-virus reports, projects progress, user support requests count based on departments• Ensure proper filing & documentation of various IT forms (requests, profile changes, invoices, service reports, IT equipment loans & etc)• Ensure all users requests are compliance with IT audit controls

• Support and Resolve Users’ IT Related Issues• Ensure all user problems are resolved effectively and in a timely manner. • Review if users’ requests and queries are within TNT standards and advise possible actions and timeline. • Ensure all user requests and queries are addressed effectively and in a timely manner. • Ensure users are updated on the status of the requests and acknowledgement of completion as proper closure. • Provide after-office support. • Managing IT Hardware and Software• Review and identify list of hardware and software supporting operations. • Manage overseas and local vendors to support the hardware and software. • Raise purchase of IT peripherals and track usages. • Review, update and create ICS documentation to support IT Operations and Helpdesk. • Ensure all users requests are compliance with IT security. • Escalate issues to next level for resolution and follow up to ensure satisfactory closure. • To contribute to the effective rollout of Common System and any other automation projects through contribution of professional expertise and leadership

• Printing of daily/monthly reports, statements and advices• Ensure daily backup is completed and changing of backup tapes• Managing asset management of company’s IT hardware/software/vendor maintenance contract• Perform role of 1st & 2nd level IT support for all internal users of Mizuho, assist users in resolving all technical issues or escalating to the respective person/dept-in-charge• Installing/upgrading/troubleshooting MS Office Applications/Add-ons, specific department applications, Intranet based programs and 3rd-party software• Ensure off-site office is always operationally ready in scenario of Disaster Recovery Program• Managing ad-hoc projects as and when assigned, such as upgrading of PC, anti-virus roll-out, re-stacking/relocations• Setting up meeting rooms/conference room as per user’s requirements for various purposes• Setup of new PC as and when new staff is joining company and ensure correct PC image is used for the various depts• Ensure all operational procedures are followed as per company agreed procedures with Head Office in Tokyo

- Assist users in resolving technical issues involving LAN configurations, Internet and E-mail access, setting up and troubleshooting of Desktop/Notebook etc.- Troubleshooting of network related problems and to provide end-user support Dell/HP/IBM Desktop/Notebook & maintenance.- Installing/upgrading/troubleshooting MS Office Applications/Add-ons, specific department applications, Intranet based programs and 3rd-party software like Adobe Standard- Wireless & Wired LAN technology, installation & support.- Blackberry Support for Mobile Users- General Lotus Notes Client Troubleshooting.- Support for Remote Access Users (VPN and Web interface)- Handling projects such as Business Recovery Program, department relocations and Desktop/Notebook upgrades.- Premier Support for Global Market / Treasury Dept including Senior Management Executives (CEO, DCEO, CFO, HODs)- Support for Financial Tools such as Thomson-Reuters, Bloomberg, Compleo, Showcase, Murex, NFOS, Reuters Dealing stations.

- Perform the role of 24 hours IT helpdesk to assist all overseas and local users- Provide 1st level support to resolve problems reported by users (phone, email and remote control)- Escalate any unresolved problems to the individual IT Operations sections, and prompt notification to Supervisors to ensure prompt follow-up is carried out- Ensure On-line, Batch jobs and Contingency Restores are attentively monitored and processed without errors- Printing of batch run reports and statements, ensure is sent to the correct department- Complete daily PCs, Servers, Voice Recorders, AS400 health checks & Monitoring- Monthly Statistics reporting

Degree In Computing

Diploma In Information Technology