Cheng Kee Ang

Experience

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  GNey Software

  Sept 2018 - Dec 2018

  Information Technology Intern

  • Experienced in business process analysis and design, system development, system implementation, system testing and marketing research on workflow management systems.

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  Sapaad Pte Ltd

  Oct 2020 - May 2021

  Product Specialist

  • Specialized in Point of Sales (POS) system by providing comprehensive support for customer to enhance customer understanding and satisfaction in restaurant management system. • Experienced in sales management, customer support, product training, system implementation, and system testing.

• 

  Fujitsu

  Jan 2022 - Jun 2024

  • Consistently exceeded SLA targets while managing daily service desk operations for a team of 20 agents.• Ensured exceptional service standards by providing prompt 2nd level technical support for complex IT incidents and addressing IT manager concerns.• Achieved effective incident resolution by facilitating cross-functional communication to overcome language and time zone barriers.• Enhanced team performance and collaboration through monthly 1-to-1 meetings with agents and regular knowledge refresher training.• Streamlined resolution process by keeping knowledge articles updated with the latest procedures.• Boosted customer satisfaction and operational performance by implementing process improvements. Show less • Delivered prompt support as the first point of contact for IT incidents and requests through inbound phone calls, live chat, and the ticketing system.• Achieved a First-Time Fix (FTF) rate of over 90% by resolving customer issues on initial contact.• Earned 12 months of KPI awards and was selected as a Subject Matter Expert for outstanding performance.• Streamlined ticket management by using ServiceNow for detailed logging, updates, and follow-ups on tickets.• Ensured timely resolution by escalating issues as needed while coordinating with customers and higher-level technical teams.• Enhanced service management and promoted a positive work environment through knowledge sharing. Show less

  • Service Desk Expert (Team Lead)

    Nov 2023 - Jun 2024

  • Service Desk Agent

    Jan 2022 - Oct 2023
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  DC DIGITAL PTE. LTD.

  Jul 2024 - Oct 2024

  IT Support Technician

  • Provided onsite and remote technical support for PCs and mobile devices, including hardware, software, network, O365, peripherals, and Active Directory management.• Logged ticket details in ServiceNow for efficient tracking and future reference.• Supported the installation and configuration of PCs, mobile devices, and peripherals.• Delivered exceptional customer service and VIP support with a strong focus on client needs.• Conducted training sessions and provided ongoing support to enhance user competency.• Involved in project management and coordination, including patent application, supplier/client communication, and language translation.• Collaborated with global internal teams to ensure effective support and successful project execution.• Handled administrative tasks, including preparing quotations and providing personal assistance to the company owner.• Created and maintained the company LinkedIn profile to support company branding and outreach. Show less

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  MediaTek

  Oct 2024 - now

  Information Technology Support Engineer