Egaatharshinee Chandran

Experience

• 

  GOLDTECH RESOURCES PTE LTD

  Feb 2018 - Jan 2021

  Desktop Engineer

  Worked for Goldtech Resources under Fujitsu Pte Ltd project in ITE College Singapore1. Attending to user request to troubleshoot and resolve and technical issues on laptops and desktops.2. Installation and configuration of Windows OS3. Liaising with vendors and higher-level escalation teams to ensure user requests are resolved.4. Reimaging/Cloning knowledge.5. Configure and manage staff’s workstation, portable computing devices and peripherals.6. Setting up of the end user’s profiles or applications.7. Installation, replacement and maintenance of PC and hard disk.8. Perform daily support for desktops, laptops, and other IT related hardware.9. Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed. Adhere to Global SLA for incident. Show less

• 

  Xtremax

  Jan 2021 - Aug 2024

  1. Act as Incident Manager. Responsible of incident management, monitoring response and reporting metrics.2. Ensure timely response and resolution to all incidents, outages and performance alerts.3. Serve as escalation point for technical and scheduling issues from NOC team.4. Response to incident escalation and coordinate team effort in determining root cause and resolving problem.5. Actively involved in the creation of SOP and convey the information to the team.6. Monthly meeting with GovTech team presenting on incidents, specific tools and software used in platform.7. Handling NOC schedule, leave applications and claims.8. Manage and observe instances, PublicLB alerts, RDS alerts and System uptime/downtime monitoring alerts by (WOGAA, Site 24x7, Sentry page, Zabbix)9. Communicating with stakeholders or customer and provide updates accordingly.10. Monitor and manage ticketing system (JIRA)11. Take part in the RFC (request for change) and release processes Show less 1. Actively works in performing network monitoring and creating solutions for Government agencies and MOE school websites2. Using diversified tools to monitor performance.3. Document and published approved work instructions and procedures for internal reference.4. Track issues. Notify customer in the event of an incident and maintenance activity.5. Participate in incident management processes, prioritize incidents based on severity, and ensure timely incident resolution within defined SLAs.6. Actively check all the alerts and perform checking via AWS services.7. Communicate with site technicians or third parties responsible for resolution Show less

  • Lead Technical Support Engineer (NOC Lead)

    Mar 2023 - Aug 2024

  • Technical Support Engineer (NOC)

    Jan 2021 - Mar 2023