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Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Results-driven IT Support & System Support Executive with 6+ years of experience in technical support, system administration, and network troubleshooting. Proven ability to resolve L1/L2 issues, manage end-user environments, and improve system performance. Skilled in Windows environments, basic server management, and client handling with strong communication and problem-solving abilities. Adept at working in fast-paced IT service environments and delivering high CSAT.

Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
 6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.

Cisco and Microsoft Azure certified Help Desk Support with an ability to add value to dynamic, growth-oriented organizations that prioritize exceptional customer service and a positive work culture. Experienced in providing on-site technical support, troubleshooting hardware, software, and network issues, and performing system maintenance. Familiar with Microsoft 365 administration and gaining experience in managing applications and devices with Microsoft Intune. Adept at implementing technology-driven solutions that meet business needs, enhance processes, and improve operational efficiency by utilizing customer feedback, with strong attention to detail and a commitment to continuous improvement.

Serene Teng

Summary

Overview

Work History

IT Support Specialist Internship

Academic Project — IT Systems Support Simulation

Education

Master of Science - Information Systems

Bachelor of Science - Information Management And Information System

Skills

Timeline

Academic Project — IT Systems Support Simulation

IT Support Specialist Internship

Master of Science - Information Systems

Bachelor of Science - Information Management And Information System

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