Shaik Omar Email & Phone Number

Singapore

Singapore

• Supporting multiple countries. Singapore, New Zealand, Australia, UK and South Africa.• Setup and management of users in a hybrid environment.• Providing local and remote support to users.• Analysing and defining incident management flow effectively as required by management.• Responsible for ensuring that all support tickets raised via the Helpdesk system are completed effective and efficiently and in line with agreed performance SLAs.• Working with suppliers to highlight deficiencies and ensure timely resolution.• Escalating support issues when required.

Singapore

Key Responsibilities:• Embrace a culture of continued improvement and quality• Identify potential system problems and escalate appropriately.• Provide comprehensive phone support for the resolution of user’s incidents and problems.• To take ownership of user incidents and be proactive when dealing with user issues• Keep users and customers fully informed of appropriate response and resolution times.• Respond to enquiries from clients and help them resolve any hardware or software problems or carry out any requests for service.• Provide 2nd level support for standard software and client applications.• Ensure that any technical and procedural changes provided by the Service Desk and the IT Support team are followed, working to best practice methodology• Install, configure, test, maintain, monitor and troubleshoot end user hardware and software, networked peripheral devices as well as networking software products In line with Group IT best practice encompassing standard and non-standard hardware and software policy and procedure• Work collaboratively with other IT Service support staff.• To escalate Incidents and Service Requests, to line management, which are beyond the job-holder’s capability or resource capacity in an effective manner to optimise the quality of service provided to the users.• To preserve the security of company systems and data• Follow business protocols and keep up to date records• Maintain Group IT Service Levels and work towards improved targets.• Always present a good image of Group IT and be a role model for the IT team• Make technical recommendations to IT Service Manager to enhance service delivery• Perform other related duties and responsibilities as assigned by line management

Singapore

*Install, upgrade, support and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.*Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals.*Return defective equipment to maintenance inventory, document customer repairs,maintain and restock IT peripherals as required.*Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to network.*Assisted end-users in using new and existing technology; provided coaching and one-on-one training.*Authored second-line support team manuals and maintained support standard operating procedures.*Managed laptops, desktops, and printers company wide.*Vendor liaising and management.

Singapore

Senior IT Support Engineer ASERVE GLOBAL IT SOLUTIONS ( S&P Global LLC ) - SINGAPORE, SINGAPORE• McGraw-Hill Financial rebranded to S&P global LLC. Assisted S&P globalSingapore in the migration process.• Primarily handling S&P global office and J.D Power office.• Day to day support of Platts Market on Close(Trading) hours. Working under tightschedule and timing to make sure the editors systems are in good running conditionto avoid any downtime during the Market On Close hours.• Rectifying issues arising during the Market On Close Hours on tight timing pressure.• Maintaining Disaster Recovery room IT equiptments for Market On Close editors incase of emergency.• Maintenance and smart hands support for S&P datacenter equipments.• Working with external vendors to solve and rectify servers or network related issues.• Single handedly doing up PC refresh project for whole of S&P Singapore office.• Guiding and training new Onsite Support Engineers or existing Onsite SupportEngineers on company policy, compliance, procedures and any new softwaresupports or tools.• Working on projects for S&P as and when required such as major office reshufflingof IT equipments, Server refresh , Switch refresh , New DC equipment deployments.• Keeping track of tickets created for each and every task using BMC Remedy Tool.• Reporting and working with relevant teams to resolve issues in a timely manner.• Laptops hardware repair and replacement for out of warranty laptops.

Singapore

ASERVE GLOBAL IT SOLUTIONS , ( MULTI VENDOR )IT dispatch support for McGraw-Hill Education & McGraw- Hill financial.• Support datacenter related work for McGraw-Hill financial.• Handling a minimum of 50 tickets in a month.• Providing support for Adhoc projects by customer.• Updating and keeping track of tickets through BMC remedy ticketing tool.• Providing backup Onsite support for companies such as NIKE, SPH, XL-CATLIN, TOWER WATSONS, NOKIA, J.D Power & McGraw-Hill financial.•Datacenter support for McGraw-Hill. Rack & mount, patching, join rectification of faults with server team or vendor,providing 1st hand support for new server setups, maintaining Disaster Recovery Room & smart hands support whenever requested.• Printer hardware repair for Singapore Press Holdings whenever required