Yeap Wai Cheong
IT Technical Support
Ampang, Selangor
Summary
Experienced IT Engineer with over a decade of expertise in technical support, hardware networking, and service management. Adept at solving complex technical issues, streamlining processes, and providing top-notch customer service. Fluent in multiple languages, including English, Mandarin, and Thai, with a strong background in diverse industries.
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
2025
2025
years of professional experience
2009
2009
years of post-secondary education
5
5
Languages
Work History
Service Desk Analyst
HCL Technologies
Kuala Lumpur, Kuala Lumpur
11.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
L2 Desktop Support Engineer
HCL Technologies
Kuala Lumpur
11.2024 - Current
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Monitored system performance to maintain system integrity.
- Patched software and installed new versions to eliminate security problems and protect data.
- Supported remote users, ensuring seamless access to network resources.
- Served as an escalation point for L1 support technicians, offering expert guidance on complex technical challenges.
- Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
IT Engineer
Obest Network
Kuala Lumpur, Kuala Lumpur
9 2019 - 9 2020
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
- Reduced downtime by proactively monitoring systems and conducting regular maintenance tasks.
- Implemented data backup and recovery procedures, safeguarding critical business information against potential loss.
- Provided technical support in both on-site and telephone consultations.
Global Service Technical Support (Server)
TITANICOM TECH LIMITED
9 2022 - 10.2024
- Provide support to onsite engineer on troubleshooting server.
- Analyze the log of the server to find the root cause.
- Arrange onsite, ARMA, and RMA tickets to customers based on their service SLA.
- Help customer troubleshoot their server hardware issue.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Trained junior support engineers in advanced troubleshooting techniques, increasing overall team efficiency.
- Provided remote support services for clients experiencing server issues, reducing on-site visits and costs associated with travel expenses.
- Diagnosed and resolved hardware and software issues.
Technical Executive
Cuckoo International (M) SDN BHD
04.2019 - 09.2019
- Managed time effectively to balance multiple tasks simultaneously while maintaining a high level of service quality.
- Presented clear communication both verbally and in writing when discussing project specifications or addressing client concerns.
- Maintained strong relationships with vendors and suppliers to secure competitive pricing on materials and equipment.
- Reduced project costs by optimizing material usage and implementing cost-effective solutions.
Sales Engineer
PROTECH NETWORKS SDN. BHD.
05.2016 - 10.2018
- Increased sales revenue by consistently meeting and exceeding sales targets through effective client presentations and product demonstrations.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Generated new leads through cold calling, social media outreach, and attending industry events.
- Improved overall customer satisfaction by proactively addressing concerns and resolving issues in a timely manner, demonstrating a commitment to exceptional service.
- Attended trade shows and seminars to promote products and network with industry contacts.
- Suggested ideas for product evolution and new product variants.
Field Engineer
KK SUPERMART SDN.BHD.
07.2013 - 01.2015
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Configured systems according to prescribed software and hardware frameworks.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
Purchasing manager
Ipmart Network SDN.BHD
05.2009 - 04.2013
- Managed supplier relationships to ensure timely delivery of products and services.
- Achieved cost savings by negotiating contracts and pricing with suppliers.
- Sourced vendors, built relationships, and negotiated prices.
- Evaluated supplier performance through regular audits and assessments, ensuring compliance with quality standards and contractual terms.
- Performed monthly reconciliation of open purchasing orders.
- Implemented strategic sourcing initiatives, reducing overall purchasing costs.
- Analyzed market trends and adjusted procurement strategies accordingly for optimal results.
Sales Executive
STS Communication SDN.BHD
Kuala Lumpur
04.2009 - 12.2011
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
- Negotiated favorable terms with suppliers to improve product margins and competitiveness.
Education
Primary/Secondary School/'O' Level -
Higher Secondary/Pre-University ('A' Level) - undefined
Secondary School ('O' Level) - undefined
Skills
Computer Hardware
Networking
Cabling
Microsoft Office
Mac OS
Windows 98/7/8/10
Technical Support
Technical Troubleshooting
Problem-Solving
Technical support
Remote technical support
Software support
Remote support
Hardware troubleshooting
Accomplishments
- Collaborated with international teams to implement system upgrades, enhancing server performance by 30%.
- Managed and maintained IT infrastructure, reducing downtime by 20%.
- Provided technical support and troubleshooting for network issues.
- Provided customer support for technical issues, achieving a 90% customer satisfaction rate.
- Conducted training sessions for new hires on troubleshooting procedures.
Timeline
Service Desk Analyst - HCL Technologies
11.2024 - Current
L2 Desktop Support Engineer - HCL Technologies
11.2024 - Current
Technical Executive - Cuckoo International (M) SDN BHD
04.2019 - 09.2019
Sales Engineer - PROTECH NETWORKS SDN. BHD.
05.2016 - 10.2018
Field Engineer - KK SUPERMART SDN.BHD.
07.2013 - 01.2015
Purchasing manager - Ipmart Network SDN.BHD
05.2009 - 04.2013
Sales Executive - STS Communication SDN.BHD
04.2009 - 12.2011
INTI-UC - Higher Secondary/Pre-University ('A' Level),
Sekolah Menengah Chung Cheng - Secondary School ('O' Level),
IT Engineer - Obest Network
9 2019 - 9 2020
Global Service Technical Support (Server) - TITANICOM TECH LIMITED
9 2022 - 10.2024
Sekolah Menengah Chung Cheng - Primary/Secondary School/'O' Level,