Victor Tien Siang Tan
Banting
Summary
Nineteen years of experience in the IT industry with a focus on full IT infrastructure management. Expertise in Windows desktop support and product support, currently specializing in M365 products including Exchange Online, Microsoft Defender, and Microsoft Entra ID. Provides primary support for customers in the Asia Pacific region, enhancing user experience with Microsoft Office products and managing mailbox migrations in hybrid exchange environments. Committed to improving customer trust and satisfaction through effective support and solutions for email, calendar, and backup needs.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Advisor II, Technical Support
Concentrix
Kuala Lumpur, Malaysia
08.2023 - Current
- Provided Microsoft 365 support for Outlook and Office apps daily.
- Troubleshot Microsoft Word, Excel, and related Office application issues.
- Investigated phishing reports using Microsoft Defender message trace tools.
- Handled anti-spam support within Microsoft Defender for spam related issues.
- Enhanced Microsoft Defender capabilities to reduce phishing and spam delivery risks.
- Administered the admin centre for daily user creation and deletion actions.
- Supported Microsoft licence analysis through structured enhancement and troubleshooting tasks.
- Resolved Microsoft Exchange Online mailbox and cloud reprovisioning problems.
- Assisted with cloud migration challenges across Exchange Online environments.
- Fixed Exchange Online connectivity issues using guided diagnostics.
- Handled transport rule questions and configuration support requests.
- Wrote PowerShell scripts and built Microsoft Graph solutions for admin requests.
Service Delivery Specialist / SME Chinese Team Lead
TCS Malaysia
KL TPM
05.2021 - 08.2023
- Managed SME service desk activities on Manulife project call centre services at TCS Malaysia.
- Led Chinese team as team lead for Manulife project call centre operations.
- Handled monitoring and resolution for 2000+ customer tickets across multiple countries.
- Monitored and managed 100+ email queues each week for Manulife support.
- Built strong relationships with regular customers, fostering loyalty and positive feedback for the company.
- Delivered goods to customers' premises within set timeframes, maintaining high levels of punctuality and reliability.
Technical Analyst / Service Delivery Specialist
IBM
Cyberjaya
06.2016 - 01.2021
- Currently working at IBM as first joining at June 2016, start working at Cyberjaya who support Image team.
- Image team who supports create a custom Image for the client organization.
- Have been working with teammate for support Air Canada Windows 10 account for the Windows surface pro machine imaging.
- Have been training for Windows 10 Image and Windows 7 Image for Lenovo model machine support.
Technical Solutions Consultant
HP
Cyberjaya
04.2010 - 05.2016
- Support RDM (Remote Desktop Monitoring) job.
- Main job support is Monitoring 1.5 level service desk.
- Focus in AD, IMAC, Incident and Change management.
- Work in HP GSD company (Call centre)
- Main responsible for troubleshooting user computer issues in hardware and software.
- Support Eli Lilly account with Mandarin Language support - level 1.
- Manage 100 calls above in this account each week.
Fields Services Engineer
CSC
Petaling Jaya
10.2007 - 04.2010
- To support technical IT hardware and software services.
- Completed projects for 3 of CSC client.
- Project Name: Transition Information System of Philip Morris, Malaysia. Duration: Dec 2007 to June 2008. Role: Team lead (Asset lead). Team size: 5.
- Client: BAT (British America Tobacco) Malaysia. Duration: Aug 2009 to Sep 2009. Role: Deployment Tablet (team member). Team size: 4.
- Client: JTI (Japan Tobacco International) Malaysia. Duration: June 2009 to July 2009. Role: Deployment Workstation Refreshment (team lead). Team size: 4.
Education
Bachelor's Degree - Computer Science/Information Technology, Mutimedia Computing
Asia Pacific Institute of Information Technology (APIIT)
Kuala Lumpur, Malaysia05-2007
Skills
- Office 365 and Azure fundamentals
- PowerShell scripting and Microsoft Graph
- Online Exchange management
- Microsoft Defender security
- Microsoft Purview compliance
- Microsoft Admin Center administration
- Exchange Admin Center operations
- Microsoft Entra ID management
Certification
- Azure Fundamentals
- ITIL Foundation V3 certification
- Windows 7 Certification
- Windows 10 Certification
- Service Desk Analyst Certification
Timeline
Advisor II, Technical Support
Concentrix
08.2023 - Current
Service Delivery Specialist / SME Chinese Team Lead
TCS Malaysia
05.2021 - 08.2023
Technical Analyst / Service Delivery Specialist
IBM
06.2016 - 01.2021
Technical Solutions Consultant
HP
04.2010 - 05.2016
Fields Services Engineer
CSC
10.2007 - 04.2010
Bachelor's Degree - Computer Science/Information Technology, Mutimedia Computing
Asia Pacific Institute of Information Technology (APIIT)