Collin John Row
Desktop Support Engineer
Summary
ABOUT ME My Name is Collin John Row and I have been working in the IT industry for 11 years. Experience in Ticketing creation, Preventive Maintenance and L1 and L2 support to end user’s for Hardware and Software related issues. Includes hardware and software troubleshooting, formatting and imaging PC’s, Laptops and Tablets with PXE boot or offline image. Certified Desktop Support Engineer with strong installation, configuration and troubleshooting background in computers and related peripheral hardware, software and network connectivity. Demonstrates excellent fault-finding skills to resolve customer problems with high degree of technical expertise and timeliness.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Desktop Support Engineer
Tata Consultancy Services, NXP ONSITE PROJECT
12.2021 - Current
- Provide L1 & L2 support to end user’s for hardware and software issues
- Assist on IT projects requested by customer and to complete task before dateline is reach
- Deployment of IT devices such as PC’s, Laptops, Workstation’s and tablets
- Reformatting and reimaging IT devices with PXE boot or by offline image
- IT asset management of IT devices in the company
- Ordering required stock for stock replenishment from dell.
- Configured hardware, devices and software to set up work stations for employees.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Desktop Support Specialist
HCL Technologies Malaysia Sdn, NXP ONSITE PROJECT
11.2019 - 12.2021
- Provide L1 & L2 support to end user’s for hardware and software issues
- Assist on IT projects requested by customer and to complete task before dateline is reach
- Deployment of IT devices such as PC’s, Laptops, Workstation’s and tablets
- Reformatting and reimaging IT devices with PXE boot or by offline image
- IT asset management of IT devices in the company.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Service Desk Analyst
Basis Bay Sdn.Bhd
10.2018 - 11.2019
- To provide 1st level support to customer’s based on priority
- To create Incident / Request tickets based on the level of priority
- Manage the Incident lifecycle (P1,2,3 & 4)
- Elevate to the respective teams if 2nd or 3rd level support required
- To create access ticket and to ensure all required information for any vendor or employee that wishes to enter the data center is given to security team
- To input data information of all incidents tickets into daily reports for service desk to follow up on updates, Resolution, closure and for SDM’s reference.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Service Desk Analyst, Migration Engineer
Silverbug Malaysia Sdn.Bhd, Bay Sdn.Bhd
05.2018 - 08.2018
- To provide 1st level and 2nd
- Level support to customer’s based on priority
- Perform both incident and request management
- Manage the incident lifecycle (P1, 2, 3 & 5)
- Coordinate Priority 4 & 6 as it is part of Change Management and hence handled by an elevated team
- Connect Wise is used as the central ticketing management tool for customers
- Categorized incidents/issues is required to escalate tickets by following the Processes of escalation to L2/L3 based on the level of Priority
- Troubleshoot Server’s by monitoring alerts, this includes Agent and Connectivity alerts for servers and monitoring both Tape
- Management and Virtual back-up processes
- Troubleshoot End User’s issues by conducting a remote session using N- Central MSP Connect, RDP or TeamViewer
- Rerunning services, Monitoring services and health checking processes on Server and on end user’s machine (this is monitored via N - Central and will be worked on by way of alerts)
- Basis
01.2018 - 05.2018
- Take responsibility and follow the Win 10 migration checklist for all NXP’s employees eligible for Win Installation
- Provide support for any IT related issue as part of migration
- Perform daily checks on migration tasks & follow up with Users to close them.
Sales Person
AEON Big Sdn Bhd
08.2013 - 06.2014
- Promote various brands of electrical household appliances
- Handle customer enquiries / complaints about product
- Testing of product and Monthly inventory control
- Annual stock take and stock transfer to other branches
- In house training regarding appliance department.
Sales Person
All IT Express Sdn.Bhd
09.2012 - 06.2013
- Handle customer queries / complaints about products
- Filing of inventory reports and to call customers on warranty claim
- Stock take and stock transfer to other branches
- Cashier duty as and when required
- Testing PC units and assembly.
Depot Technician
Scan Print Services Sdn.Bhd
05.2010 - 01.2012
- Preventive maintenance on Lexmark multifunction / mono printers
- Driver installation for Lexmark printers
- Inspection & stock check of incoming materials
- On site service for Lexmark multifunction / mono printers.
Education
SMK Raja Mahadi
01.2006 - 12.2006
Computer System Technician -
Monfort Boys TownSkill Kemahiran
05.2008 - 05.2010
Akademi - Computer System Administration
SG
12.2015 - 03.2017
Skills
Pc assembly Formatting Preventive maintenanceundefined
Additional Information
Referees :
Name : Mohd Fairuz Abdul Malik
Position : APAC DSS Lead
Company : TCS ( TATA Consultancy Services)
Contact No : 0169091405
Name : Mohamed Faisal
Position : APAC DSS Lead
Company : HCL
Contact No : 0123708085
Expected Salary : RM 6,000
Timeline
Desktop Support Engineer
Tata Consultancy Services, NXP ONSITE PROJECT
12.2021 - Current
Desktop Support Specialist
HCL Technologies Malaysia Sdn, NXP ONSITE PROJECT
11.2019 - 12.2021
Service Desk Analyst
Basis Bay Sdn.Bhd
10.2018 - 11.2019
Service Desk Analyst, Migration Engineer
Silverbug Malaysia Sdn.Bhd, Bay Sdn.Bhd
05.2018 - 08.2018
01.2018 - 05.2018
Akademi - Computer System Administration
SG
12.2015 - 03.2017
Sales Person
AEON Big Sdn Bhd
08.2013 - 06.2014
Sales Person
All IT Express Sdn.Bhd
09.2012 - 06.2013
Depot Technician
Scan Print Services Sdn.Bhd
05.2010 - 01.2012
Computer System Technician -
Monfort Boys TownSkill Kemahiran
05.2008 - 05.2010
SMK Raja Mahadi
01.2006 - 12.2006
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