Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ugeswari Morgan

IT Support Engineer | Service Desk Engineer | Technical Support Specialist
Singapore

Summary

Customer Service and Technical Support Professional with 12 years of progressive experience in delivering excellent service across customer care, technical troubleshooting, and IT service desk environments. Currently working as a Service Desk Engineer, providing front-line support and resolving complex technical issues with efficiency and professionalism. Adept at using customer service software, managing high-volume inquiries, and maintaining strong client relationships. Known for a problem-solving mindset, clear communication, and a customer-first approach.

Overview

13
13
years of professional experience
19
19
years of post-secondary education
4
4
Languages

Work History

Service Desk Engineer

National Library Board (NCS)
08.2023 - Current
  • Provided first-line support by promptly responding to incidents, diagnosing root causes, and delivering effective temporary or permanent solutions.
  • Resolved hardware, software, and network-related issues on client platforms; escalated unresolved cases to second-level support or vendors with clear documentation and stakeholder updates.
  • Fulfilled service requests related to hardware/software installations, configurations, and updates, prioritizing tasks based on urgency and impact to meet SLAs.
  • Generated regular reports, including weekly Severity 1 incident summaries, ensuring accurate and timely communication with stakeholders.
  • Participated in platform upgrades and implementations, supporting testing and deployment while coordinating with internal teams and external vendors to align on project timelines.
  • Managed vendor coordination for hardware replacement, procurement, and issue resolution, maintaining accountability and timely delivery.
  • Handled user account management tasks including account creation, access provisioning, password resets, and account deactivations.
  • Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.

Senior Customer Service Officer

Frasers Property Limited
03.2018 - 05.2023
  • Maintains customer relationship by responding to inquiries. Documenting actions.
  • Prepares for customer inquiries by studying products, services, and customer service processes.
  • Respond to incoming calls, emails and other message from customers and give them the right answers and directions.
  • Records customer inquiries by documenting inquiry and response in customers’ accounts.
  • Improves quality service by recommending improved processes; identifying new product and service applications.
  • Prepare Duty Roster for team (CSO).
  • Handle Tenant Inquiry on Jeripay (points System).
  • Manage in Malls promotions and Redemptions.
  • Check and update inventory list for promotions.
  • Train new CSO.
  • Improved overall team efficiency through the implementation of time management strategies and delegation techniques.

Partner Support Officer

Lazada Malaysia
02.2017 - 02.2018
  • Provided responsive support to business partners by handling inquiries via email and phone, collaborating with internal departments to resolve issues efficiently.
  • Addressed queries related to service offerings, marketplace operations, and promotional campaigns, ensuring partner satisfaction and understanding.
  • Coordinated with courier service providers to resolve delivery-related issues, enhancing fulfillment accuracy and partner experience.
  • Analyzed website performance using the Quote Watch system, and delivered insights to business partners, IT, and commercial managers to drive performance improvements.
  • Supported the development and deployment of new platform features and partner changes, ensuring smooth rollouts and effective communication.
  • Managed partner complaints professionally, ensuring timely resolution in compliance with company standards.
  • Contributed to continuous platform improvements by identifying site issues and recommending enhancements based on partner feedback and operational needs.

Technical Adviser

Samsung Asia Singapore
12.2014 - 12.2016
  • Delivered first-level technical support by troubleshooting and resolving issues with desktop PCs, servers, and network systems.
  • Managed user account administration and remotely accessed customer devices using specialized software tools to diagnose and fix problems.
  • Responded to inquiries and complaints related to Mobile, Home Appliances, and Audio-Visual products via phone and email.
  • Followed escalation protocols by escalating unresolved technical issues to second-level support or arranging onsite technician visits.
  • Maintained ownership of all cases from initial contact through to resolution, ensuring timely follow-up and closure.
  • Provided proactive communication and follow-up with customers and internal teams to ensure satisfactory issue resolution.

Technical Support Officer

Telekom Malaysia
06.2012 - 09.2014
  • Provided 24/7 remote technical support for Telekom and Unifi projects, resolving hardware, software, and network-related customer issues.
  • Guided customers through modem setup, port resets, router installation, wireless network configuration, and password setups based on their subscribed plans.
  • Managed support case statuses to ensure timely and accurate issue resolution, adhering to escalation protocols and keeping stakeholders informed.
  • Logged detailed case information for reporting and performance tracking.
  • Monitored implemented technical solutions and collaborated with field sales teams to identify potential customer satisfaction risks and competitor activities.y.

Education

Bachelor of Arts - Education, Language and Literature

Universiti Tun Abdul Razak (UNITAR)
Kuala Lumpur, Malaysia
04.2001 - 11.2013

High School Diploma -

Sekolah Menengah Kebangsaan Darul Ehsan
Batu Caves, Selangor, Malaysia
04.2001 - 12.2007

Skills

Active Directory

Customer Service

Ticketing systems

ITMS tools (Service Now / Helix)

Software Support

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Timeline

Service Desk Engineer

National Library Board (NCS)
08.2023 - Current

Senior Customer Service Officer

Frasers Property Limited
03.2018 - 05.2023

Partner Support Officer

Lazada Malaysia
02.2017 - 02.2018

Technical Adviser

Samsung Asia Singapore
12.2014 - 12.2016

Technical Support Officer

Telekom Malaysia
06.2012 - 09.2014

Bachelor of Arts - Education, Language and Literature

Universiti Tun Abdul Razak (UNITAR)
04.2001 - 11.2013

High School Diploma -

Sekolah Menengah Kebangsaan Darul Ehsan
04.2001 - 12.2007

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Ugeswari MorganIT Support Engineer | Service Desk Engineer | Technical Support Specialist