Microsoft
AARON NATHAN THOMAS
IT Support Analyst
Petaling Jaya
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 5 years of experience in the Tech Industry.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
IT Support Analyst
Mindvalley Labs Sdn Bhd
Kuala Lumpur
02.2019 - Current
- Supported users with software, hardware and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured and distributed devices used daily by employees.
- Created user accounts and managed access control.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices and software to set up work stations for employees.
- Implemented, configured and maintained usage of Single Sign On, Okta, company-wide
- Implemented, configured and maintained usage of Jira, Confluence and Opsgenie
- Building automation processes for HR and Finance teams
Director
Ronlon Solutions
Petaling Jaya
05.2022 - Current
- Self-managing Web Development Company
- Build websites and server architecture
- Troubleshooting of web-related issues
Techincal
Framedia Sdn Bhd
Kuala Lumpur
01.2020 - Current
- Set up live streaming and physical events for clients
- Shoot corporate videos and short-films
- Video editing
IT Lead/Media Executive
Leaderonomics Sdn Bhd
Petaling Jaya
01.2017 - 12.2018
- Established departmental policies, yearly objectives, areas of opportunity and goals related to sales and budgeting.
- Led implementation of best practices to support customer service satisfaction initiatives.
- Reported on updates to project specifications and progress.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Setting up NAS server and shared-cloud server company wide
- Managing network-related issues
- Video/Photo editing
- Official company photographer and videographer
IT Techincal Admin (Internship)
NW Sols Sdn Bhd
Petaling Jaya
03.2016 - 07.2016
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Network setup and management
- Working knowledge on various Operating Systems
- Client Database Handling
Education
Bachelor - Information Technology
University of Wollongong
Subang Jaya 03.2014 - 12.2017
Foundation in Monash University -
Sunway University
Sunway 09.2012 - 12.2013
Skills
First Line IT Support
undefinedSoftware
Adobe
SSO
Web Development
Apple
Interests
Building Websites
Event Management
Video Editing
Timeline
Director
Ronlon Solutions
05.2022 - Current
Techincal
Framedia Sdn Bhd
01.2020 - Current
IT Support Analyst
Mindvalley Labs Sdn Bhd
02.2019 - Current
IT Lead/Media Executive
Leaderonomics Sdn Bhd
01.2017 - 12.2018
IT Techincal Admin (Internship)
NW Sols Sdn Bhd
03.2016 - 07.2016
Bachelor - Information Technology
University of Wollongong
03.2014 - 12.2017
Foundation in Monash University -
Sunway University
09.2012 - 12.2013