Dean Ikhwan Email & Phone Number

Singapore

Deployed to Eastspring Investments through Tech Mahindra.

Singapore

• Pilot member of migration team that was responsible in migrating over 5000 end users from Windows 7 to Windows 10 Virtual desktop platform. Introduced processes that speed up migration by 30%.
• Conducted training and knowledge sharing with new team members to ensure synergized collaboration and improve integration.
• Provided excellent first level and second level incident management support to end users, resulting in high scores in customer ratings, increased compliments from user and being selected to provide white glove service.
• Formulated solutions that reduced downtime of outages by up to 50%. Solutions were sometimes selected in knowledge sharing database for global deployment.
• Provided hardware, software, user account, IT access expertise to end users in a friendly, professional, timely and effective manner that leaves a lasting impression.

Singapore

• As part of the MS Super Crew, I had the pleasure of helping colleagues and clients resolve their IT issues speedily and effectively.
• Improved efficiency of remote access by 60% via network infrastructure upgrade for local office consisting of 22 staff.
• Consistently achieved high client’s satisfaction ratings for being responsive to over 100 IT support requests weekly. Hence, providing a quality and responsive service to most users.
• Cemented client’s commitment to the company’s service, when they extended the contract for a further 2 years, due to the stronger client-service provider relationship I had built with them and my successful execution.
• Single-handedly reorganized IT inventory for the office that freed up 30% more space and improved the locating of IT peripherals and devices by 60%.

Singapore

• Asides from being a team player for the Global Help Desk, I was also the multi-task man for the Singapore office, with responsibilities in office management, event management, logistic management, procurement.
• Provided 1st Level Support to over 500 Exane users globally. Users supported were from Singapore, India, United Kingdom, France, Germany, Swizterland, Italy and USA. Assistance was rendered through telephone and Citrix.
• Improved customer satisfaction every year (from 93% to 99%) by troubleshooting on a large variety of hardware and software issues quantified through an internal ticketing system. Application range from Windows 7.
• Maintained over 30 computer systems, including installation and configuration of hardware and software for desktops, laptops, IP telephone, routers, switches and servers. Solely carried out system migrations of WinXP.
• Supported Equity team’s roadshow events, which included organizing transport and lodging for corporate clients, arranging group and one-to-one meetings and giving detailed schedule updates to various stakeholders.
• Office management, facilities management and human resource personnel for Singapore office. Responsibilities covered inducting new personnel, managing stationery supply, handling various infrastructure issues and.

Singapore

• Provided 1st level onsite and remote support to clients facing network, desktop, application and hardware issues.
• Deployed and managed desktops, laptops, servers and network devices.
• Conducted training to clients on use of hardware and software used within their business.
• Wrote customized IT Documentation to cater to decision-makers, system engineers and end users.
• Facilitated critical support requests and solved client’s issues within the company’s targeted time-frame.

Bachelor Of Science In Information Systems & Management

Activities and Societies: SIM Outdoor Adventure Club, Student Representative Club

A-Levels, Computer Science