Daniel Jun Yuan Ng

- Provide technical support to the company employees by responding to incidents and requests utilizing internal ITSM software (Service Now). - Act as the first point of contact for Service desk support and assist Level 2 with more complex tickets. - Provide troubleshooting and support for application such as Microsoft Office 365, Microsoft Teams, Lotus Notes, SharePoint, Warehouse Management, Sophos Endpoint and etc. - Provide troubleshooting and support for Desktops, Laptops, Peripherals and Network devices (Cisco Switch and APs). - Leverage Level 2 teammates for troubleshooting and procedural support. - Develop, maintain, and provide documentation for internal procedures and user guides. - Perform other IT duties as per assignment and support the team by being highly collaborative

- Provide support to Celestica Batu Kawan and Kulim. - Maintain and Support hardware, software, network and Firewall. - Maintain Check Point firewall, Cisco switches, Cisco Wireless Controller, Cisco APs and Aruba APs - Using BigFix, Service Now, CrowdStrike, Carbon Black, Trellix and SAP as our daily tools of support. - Collaborate with vendor on troubleshooting and projects. - I am CGP certified. Projects Completed:- Check Point Firewall Migration. Aruba Clear pass NAC implementation. Zscaler ZPA & ZIA implementation. OT PC Segmentation to New VLAN

- Support production, office and home user. (OpenVPN, Ms Office, Win10, Symantec EP, etc) - Support for IT hardware, software, network and server. - Collaborate with vendors for solving issue and projects. - Handles IT asset and purchasing of hardware and software. - Perform backup for all server weekly using Idera Backup, Backup4All and Veem - Perform task or ad-hoc task that provided by IT manager. - Plan for IT upgrading based on budget given by IT manager. - Maintain AD, Shared Folder access, storage, Proxy and DHCP Server. Project Completed:- Wireless Connection Improvement.

- Provide 1st level support for Lab users on hardware, software and network. - Collaborate with vendor to perform task and project. - Collaborate with server team from Singapore and US. - Resolved incident and request ticket according to Service Now ticketing system. - Collaborate with the local network team in racking up HP switches, patch cable and other task. - Working in Broadcom but contract under Pentrec/Allstaff Project Completed:- New Lab Setup at New Building

- Provide support on software, hardware and network. - Support users of Malaysia and Singapore. - Complete ticket as assigned in Service Now ticketing system. - Collaborate with vendor to complete project and task. - Create SOP for new task or job done. - Maintain IT asset. - Keep track of every network switch and UPS alert. Project Completed:- MS O365 Migration and Training (MY & SG) Network Switch Migration

- Working as a Global IT Helpdesk shift leader - Work closely with Team lead and manager on task and project. - Handle calls from Malaysia, Singapore, China, Japan, Mexico, UK and the US. - 1st Level support for office and production user on software, hardware, network and server. - Resolved ticket as assigned in Service Now ticketing system. - Experience in Active Directory, Mobile Iron, Juniper SSL VPN, Cisco WebEx meeting, Ms Office 365 - Support projects: Juniper, Cisco, Xyratex, Intel, Dyson, IBM, Honeywell and Force 10 - Perform other task like server Monitoring alerts, network monitoring alerts and Change backup tape. Project Completed:- MS O365 Migration Service Now Migration RIM Project Implementation Juniper Project Implementation

- Leader for the IT servicing section. - Provide support indoors and outdoors customer include government sector such as MPSP and TUDM. - Provide support on hardware, software and networks to customers. - Build custom desktop, configure router and modem for local ISP subscribers. - Help out in sales when needed. Completed Project:- Perform sales and service at PC/IT Fair at PISA, Penang.

- Handle import and export of computer staff between branches from KL, Penang, Kedah and Kelantan. - Maintain and keep track of stock availability in the branch. - Helping out in Sales and Technical team when needed.

- Work as assistant technicion - Assist Tech Lead on task that was assigned. - Provide support for hardware, software and network for customers. - Build custom desktop, configure router and modem for local ISP subscribers. - Provide support for indoor and outdoor customers. Completed Project:- - Setup New Cyber Cafe. - Perform Sales and service at PC/IT fair at PISA Penang.