Mumtaj Begam Email & Phone Number

Singapore

Singapore

• Identified and resolved persistent IT issues collaboratively, ensuring optimal functionality with cross-functional teams.• Provided expert Level 3 technical support for global workforce, addressing hardware and software issues via various channels.• Streamlined and executed mission-critical onboarding and termination processes, focusing on continuous improvement.• Tested and implemented tools enhancing end-user experience and productivity.• Proactively managed tasks, communicated roadblocks to senior management, and prioritized IT requests based on impact and urgency.• Authored clear, concise helpdesk procedures and maintained up-to-date IT knowledge base articles and documentation.• Assisted in JAMF policy administration and supported Mac OSX laptops.• Deployed and maintained Microsoft technologies, including Azure AD, O365 Exchange, and Windows 10 OS.• Managed laptop imaging, patching, and mobile device (iOS/Android) support.• Prioritized and resolved IT requests across all organizational levels.• Collaborated on diverse technology projects, adhering to established processes and measuring effectiveness.• Oversaw physical inventory of device endpoints/laptops.• Communicated effectively and professionally with end-users at all levels.

Singapore

• Provide 2nd & 3rd level desktop, network and application support• Mac & Windows Environment support• Effectively manage the company’s software and hardware equipment needs• Develop procedures and checklists for future references• Setup and installation of Mac/Windows machines• Troubleshoot hardware, networking and peripheral issues• Provide 2nd & 3rd level desktop, network and application support• Effectively manage the company’s software and hardware equipment needs• Develop procedures and checklists for future reference• Attending to end-users issues via Zendesk ticketing portal• Troubleshoot hardware, networking and peripheral issues• Perform routine check of Zoom iPad meetings to ensure smooth meetings & conferences.• Support projects ( OS upgrade & Tech Refresh)• Providing support via Jumpcloud, Meraki and Workbot (Slack app)• Creating of accounts and conducting Onboarding for new staffs• Working with Assets to check on Grab Assets and updating the physical inventory

● Provide IT assistance and support to end users (desktop, laptops, printer, networkperipherals and applications)● Perform tier 1, test and troubleshooting activities on cabling, network and infrastructure● Providing L2 to L3 (assisting) end user support● Perform routine check of Smart Connect (Workstation & Meeting Room) and Skype forBusiness/Teams devices to ensure good working condition.● Ask company customers targeted questions to quickly understand the root of theproblem● Track computer system issues through to resolution, within agreed SLA● Ensure all issues are properly logged to the ticketing system (Zendesk)● Provide close support to VIPs / top management executives● Install, configure, administer and maintain IT equipment (desktop, laptops, printer, Macequipment, tablets, iPad and network peripherals)● Support/troubleshoot of hardware and software failures and problems.● Escalate incidents and problems as necessary to the appropriate team, while activelyretaining ownership of the incident on behalf of the customer● Responds to telephone calls, email, instant messages, and assigned tickets from users● Maintaining of IT Inventory & doing decommission of the obsolete IT assets● Providing laptop image baseline & documentations● Doing cloning image and tech refresh in the organisation● Deployment of IT assets (laptops, telephone lines) to users● Patching and assignment of phone line extensions (PABX Panasonic Telephone System)● Work with Enterprise Voice team and Telecom/Telephony team provide telephonysupport● Providing ad-hoc request support (workstation relocation for IT assets and phonelinere-patching)● Ibeacon installation and support● Providing and managing IT documentations● Manage and support infrastructure operations● Escalate and work with corporate support teams to fix incident timely● Assisting with Project-manage local project

Ica Building

• First level troubleshooting for users at ICA building• Deployment of new laptops and PCs to users for WOG/SOE exercise • Inventory stock-taking• Updating/Adding/Removing of staff details in Active Directory • Imaging of Desktops/Laptops• Setting up/configure new laptop/desktops• Configure printers and fax machines• Handling tickets assigning to respective engineers

Tiong Bahru

• Maintaining computer labs – cloning of OS using Clonezilla, installing of software & OS• Developing simple application with VBA Excel.• Data migration and maintenance from old website to new site.(CMS)• Preparing forms and other paper-work for IT department• Inventory stock-taking • Updating/Adding/Removing of staff details in Active Directory

Bachelor Of Science In Cyber Forensics, Information Security And Management And Business Information, Information Technology

Certified Ethical Hacking, Information Technology

Specialist Diploma In Teaching & Learning For Allied Educators (Primary), Information Technology

Diploma In Information Technology (Major In It Security & Management), Information Technology

Activities and Societies: Marketer Interest Group and EXCO committee - Organize and help out events like Singapore Sling Competition.