Samuel Lim

- Maintains, manages, troubleshoots and upgrades computer systems and servers for performance and security and related issues - Provides end-user support and troubleshooting for web applications (hardware and software) - Coordinates the set-up of data services, as well as phones, computers, and printer installation - Coordinates the IMACD (install, move, add, change & decommission) of all information technology products with internal and external stakeholders

- Analyzed data collected from customer interactions to improve service quality. - Maintained up-to-date records of all customer interactions using CRM software. - Utilized problem-solving skills to troubleshoot complex technical issues.

- Developed departmental objectives, policies, procedures, strategies and ways to improve efficiency in operations and implemented process changes. - Demonstrated ability to manage multiple tasks while remaining adaptable and flexible in a fast-paced environment.. - Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.

- Performed immediate troubleshooting and resolution for IT faults for end users and logging of IT related issues, including any escalation to external support - To perform IMACD service requests (install, move, add, change & decommission) of IT equipment and software as requested. - Provide assistance to end-users for any IT related issues - Deploy, maintain, upgrade and support client computer systems including hardware, software, network connectivity and related IT peripherals

- Managed a section of up to 10 people - Developed training schedules and operations procedures - Worked shift hours to ensure nighttime operations are not disrupted - Enforced rules and procedures to ensure smooth operation

Trained and Developed Skills in: - Computer Networking (CCNA) - Cloud Computing - C++ Programming - Java Programming - Web Programming (Server & Client) - Computer Interfacing and Microcontroller Applications - Server management - Data Analytics - Internet of Things (IoT)

- Studied Sociology, History and Chinese-English Translation - Developed Analytical and Critical Thinking - Developed Chinese and English Spoken and Written Proficiency