Ervin Tej Paul Email & Phone Number

Singapore

• Provide IT support for users across APAC region offices, including Singapore (HQ), Japan, Hong Kong, and India, via FreshService and Microsoft Teams.• Manage the provisioning and deprovisioning of user accounts for staff, including systems such as Azure, Entra, Intune, Active Directory, M365 Email, Citrix Workspace, and database systems (Access Dimensions, Enterprise, Price Matrix), responsible for setting up and assigning laptops and mobile devices.• Develop and distribute user guides for the IT team.• Administer Mimecast, including email release, sender blocking/whitelisting, and message tracking.• Conduct physical health checks on servers during office visits, including replacing server hard disks and UPS units when required.• Collaborate with building management during power shutdowns to ensure the telephony system remains operational to prevent disruptions.• Oversee the management of the Singapore server room (VMware ESXI, DELL PowerVault), including the print server and YSoft SafeQ printer software, while coordinating with vendors for issue resolution.• Review and manage contracts with vendors for hardware maintenance, phone lines, internet services, and mobile devices.• Monitor and control Citrix servers, including powering on/restarting based on user load and checking disk space, memory, and CPU utilization.• Procure various IT-related items such as cables and adapters.• Assist with the setup of meeting rooms when required.

Singapore

• Implemented processes to streamline operations such as onboarding new hires, managing access control requests, and handling shared mailboxes and the SpiderGate portal.• Developed and documented standard operating procedures (SOPs) for process flows.• Created user guides for both staff and financial advisers to address common technical issues.• Coordinated with NTUC Income for scheduled patch deployments on servers and staff laptops, ensuring 100% compliance.• Collaborated with NTUC Income and vendors regarding Microsoft 365 (M365) implementation, presenting pros and cons to the management team and addressing server upgrade needs.• Performed daily health checks on servers using DELL OpenManage, identified a RAID controller issue, and scheduled a maintenance window for replacement with vendor support.• Responded to management team inquiries regarding cybersecurity alerts from the Monetary Authority of Singapore (MAS).• Coordinated with NTUC Income to conduct phishing awareness exercises for staff and financial advisers.• Provided technical support to staff and financial advisers (200 users) on a range of issues, including mobile devices and laptops.• Repaired corrupted Windows system files on one of the servers.• Resolved a recurring issue with Windows servers where the Software Center failed to install updates after restarting, resulting in a continuous loop.

Singapore

• Managed SCCM, deploying monthly Windows and MS Office patches, as well as applications, to over 900 devices in Singapore (HQ) and the India office.• Provided weekly device compliance reports via SCCM to the senior management committee, collaborating with vendors to address low compliance rates.• Prepared quarterly departmental reports for the senior management committee using Active Directory Manager (ADM).• Administered the TrendMicro dashboard, ensuring timely updates for clients and performing thorough scans using Stinger and Windows Malicious Software Removal Tool when malware was suspected.• Managed the M365 portal for users, including internal and external distribution groups.• Oversaw the disposal of fixed assets, ensuring hard disks were removed and sent for secure destruction.• Administered Active Directory, handling the creation and disabling of user accounts.• Implemented BitLocker encryption on hard disks and partitions, ensuring encryption keys were securely stored in Active Directory.• Managed Polycom systems, meeting room projectors, and configured Avaya IP desk phones.• Administered the VMS for permanent staff and the SLIM system for asset management.• Collaborated with the Wintel, Cybersecurity, and Network teams on various issues and projects.• Provided remote technical support to end users in locations such as TNT, Rwanda, and India, addressing issues related to printers, networking, HOSTS files, and proxy settings.

Singapore

• Provided IT support for 15 offices across Singapore, Hong Kong, Europe, and North America using Service Desk Plus.• Managed user accounts for printers through Active Directory, Exchange Admin Center, Cisco Jabber, PaperCut, and MobileIron.• Administered Mimecast, releasing held emails and managing blocked/permitted email addresses and domains.• Conducted daily operational checks on servers (DELL OpenManage, DELL Compellent, Citrix Director) and monitored network performance (Wi-Fi) for all sites. Ensured critical services and applications, such as PAXUS accounting software for Europe and North America and VPN services for Hong Kong staff, were functioning properly.• Monitored disk space across all servers and freed up space by clearing old or unknown accounts and caches.• Managed the VMM cluster, adding processors and expanding VM disk space as needed.• Upgraded Citrix Receiver to Citrix Workspace for Singapore and Hong Kong offices using Group Policy Objects (GPO).• Monitored CommVault backups, escalating issues when necessary.• Conducted inventory for the Singapore and Hong Kong offices, updating descriptions in Active Directory.• Coordinated with vendors to compile a global list of hardware and software licenses for all Zedra-owned servers, switches, and software.• Worked with DELL to address server issues raised by OpenManage alerts.• Coordinated with vendors to set up Cisco IP phones for new hires and decommission them for leavers.

Singapore

• Provided IT support for offices in Singapore (HQ), Brunei, and India.• Managed Windows Servers, vCenter/VMware, and oversaw patching operations.• Assisted in the setup and provided advisory support for the India office.• Offered basic SAP support for users.• Administered Palo Alto Global Protect for SAP access at the NEC data center.• Managed FortiClient VPN connections.• Handled renewals for domains, antivirus software, firewalls (Fortigate 300C), servers (DELL PowerEdge/EMC), web hosting, SAP, and software/hardware licenses.• Migrated web hosting from HostSG to VODIEN, ensuring email routing was correctly pointed back to Microsoft.• Coordinated with vendors to revamp the company website.• Managed TrendMicro policies, whitelisting vessel-specific software as needed.• Set up IGEL machines for the vessel's Internet Café.• Provided on-site support on vessels and barges, troubleshooting network and computer issues.• Resolved internet connection slowness (SingNet) by switching from half-duplex to full-duplex.• Addressed webmail connectivity issues on ADFS and scanning to email.• Cleared space on the QNAP storage system.• Assisted with the internet line cut-over for the Brunei office.• Supported the vessel's internet (VSAT) VPN tunnel connection between the vessel and HQ.• Provided operational IT support and setup for various vessel projects.

Singapore

• Provided support for Lync and desk/IP phones, and managed the setup, configuration, and maintenance of file and print servers.• Managed and supported machines for 15 agencies, serving over 800 users (Level 2 support for both Macintosh and Windows operating systems).• Provided remote IT support for other regions as needed.• Supported smartphone devices across iOS, Android, and Blackberry platforms.• Managed vendor relationships and documentation, coordinating with agencies and overseeing vendors for cabling work, switch installations, and UPS upgrades.• Restored data on file servers using NetBackup.• Implemented File Screening Resource Manager (FSRM) for file management.• Monitored and maintained backup jobs to ensure data protection.

Singapore

• Oversaw the migration to Microsoft Office 2013 (Outlook) from a POP3 email server.• Managed and configured Group Policy Objects (GPOs), including the removal of local administrator access from users.• Managed file server quotas and sent advisories to users when quotas approached the set thresholds.• Conducted regular training programs for counter and operations staff on in-house applications.• Created and documented user guides for various processes, including vouchers, email signatures/out-of-office settings, and accounts payable (AP) configuration.• Generated weekly and monthly management reports on virus incidents, bandwidth usage, and website visitation.• Configured Fortinet Access Points and replaced faulty APs at lodging facilities, coordinating with vendors for cable re-punching and data cable relaying.• Designed websites using HTML and CSS.• Automated tasks using Microsoft scripts (.bat) for file encryption, decryption, and file transfers.• Updated articles for the in-house system (IPS).• Set up PCs, laptops, and email accounts for users.• Managed the processing and system updates for vouchers.• Sourced and procured IT equipment such as printers, servers, NAS, and software.• Resolved user issues related to the booking system (Microsoft SharePoint and CRM).• Followed up with vendors on Microsoft SharePoint and CRM issues and bugs.• Managed email queries related to failed bookings and password resets.• Administered the voice logger system and coordinated with vendors as needed.• Installed drivers and configured RAID-5 on IBM X3550 LE servers.• Researched RAID-5, RAID-6, and RAID-10 for NAS (DELL NX3200), providing recommendations based on company requirements.• Provided end-user support for all four clubhouses via remote desktop.• Configured FileZilla and reviewed log files for excessive login attempts.• Coordinated with contractors for LAN cable and power point placement during HQ renovations and relocations.

Singapore

• Coordinated the implementation of the IP phone project.• Set up a DHCP server on VMware using Windows Server 2008 R2.• Managed Group Policies (GPO), including excluding specific users from GPOs.• Configured the office’s DHCP server, managing address pools, leases, and reservations.• Configured Juniper firewall policies, including port forwarding.• Administered IT systems using Active Directory to manage user accounts and mailboxes through Microsoft Exchange.• Participated in the migration of the email server from Singapore to Hong Kong.• Travelled to the data centre for server management and hardware replacements (e.g., network card).• Provided end-user support, troubleshooting workstations, network devices, and printers.• Performed server maintenance and handled license renewals.• Sourced and procured printers, projectors, laptops, desktops, and software.• Managed the VPN server (Ubuntu) and maintained monthly logs.• Administered the phone system and voice logger (MaxVoice).• Oversaw the operation of the load balancer.• Managed the IT ticketing system.

Singapore

• Troubleshot workstations, network devices, and printers, addressing both software and hardware issues.• Conducted network deployments.• Assembled LAN cables (Cat 5e, Cat 6).• Administered daily backups on tape drives and disk arrays.• Deployed and managed servers, including RAID setup, OS installations, and hardware configuration.• Sourced and procured IT peripherals such as Polycom and Cisco Telepresence systems.• Managed domain and Exchange server accounts through Active Directory.• Set up workstations and email accounts for new staff.• Provided roving support for workstations, network issues, and installations.