Shashi Kumar Asogan

Senior IT professional with 7+ years of experience in enterprise IT support, service desk operations, infrastructure support, and IT service management within manufacturing and corporate environments. Proven track record leading support teams, designing and running 24/7 global service desk operations across Malaysia, India, South Korea, and the United States, and delivering large-scale endpoint projects.

Directed a Windows 11 deployment across 400+ endpoints with 95% success and minimal downtime, while improving endpoint security compliance to 92%. Strong expertise in Microsoft 365, Entra ID, SCCM/MECM, Jira Service Management, IT asset/CMDB management, and cross-functional stakeholder coordination. Experienced in mentoring teams, maintaining 90%+ SLA compliance, vendor management, user training, and continuous service improvement.

Open to senior service desk, endpoint management, IT operations, and team lead opportunities in manufacturing and enterprise environments.

Senior IT Service Desk Specialist

Enovix Malaysia Sdn Bhd, Penang

April 2025 – May 2026

Led and mentored IT support specialists while maintaining 90%+ SLA compliance and improving service desk efficiency across global operations.

Designed and implemented a 24/7 global IT service desk model supporting users in Malaysia, India, South Korea, and the United States.

Directed an enterprise-wide Windows 11 deployment across 400+ endpoints (pilot, application validation, SCCM deployment, and post-support), achieving 95% success within four months with minimal downtime.

Improved endpoint security across 400+ devices, reaching 92% compliance with vulnerability remediation and security hardening requirements.

Administered Jira Service Management (workflows, SLAs, automation, reporting, incident and request management) and Jira Assets for CMDB, inventory accuracy, and audit readiness.

Managed Microsoft 365 and Entra ID (user provisioning, licensing, access, MFA, Conditional Access), Exchange Online, and Proofpoint (mail-flow and phishing mitigation).

Packaged, tested, and deployed enterprise applications via SCCM/MECM; supported Workday–Entra ID identity integration and SCCM-to-Jira Assets data mapping.

Coordinated IT procurement, delivered Microsoft Teams/SharePoint/OneDrive training and adoption support, and provided secure remote support via TeamViewer across multiple countries.

Prepared service performance reports for directors and global leadership; supported UAT, conference room AV readiness, and AI testing initiatives.

IT Engineer

Flex Ltd, Penang

March 2021 – March 2025

Supported enterprise IT operations in manufacturing, production, and engineering environments.

Provided technical support to SMT, Process, Equipment, and Product Engineering teams for hardware, software, and operational issues.

Collaborated on network, firewall, and connectivity troubleshooting; managed system patching and software updates.

Mentored a 2-member IT support team and handled device provisioning, account setup, and employee onboarding.

Investigated recurring incidents, improved documentation and knowledge sharing, and proposed operational efficiency and workflow automation improvements.

Coordinated vendor repairs and hardware maintenance to minimise downtime.

IT Deskside Support

Flex Ltd, Penang

January 2019 – February 2021

Delivered onsite and remote IT support for manufacturing and corporate users.

Managed workstation deployment, hardware lifecycle, asset inventory, and end-user computing.

Troubleshot hardware, software, OS, and access issues; provided basic ERP/MES support.

Supported infrastructure teams during server, network, and facilities projects with minimal operational impact.

Improved visibility and reporting for support work performed outside standard SLA scope.

Web Designer & Developer / IT Specialist

Freelance, Perak

December 2016 – December 2018

Provided onsite and remote IT support for small business clients.

Developed and maintained business websites and applications; performed debugging, enhancements, and ongoing system maintenance.

Bachelor of Computer Science (Software Engineering), First Class Honours

Universiti Tenaga Nasional, Kajang, Selangor

October 2013 – October 2016

Foundation in Computer Science

Universiti Tenaga Nasional, Kajang, Selangor

September 2012 – September 2013

Microsoft IT Support Specialist (Jul 2026)

Google Project Management (Jul 2026)

Project Management Fundamentals – Microsoft (Jan 2026)

Understanding Cisco Data Center Foundations (Jul 2026)

Network Fundamentals – Cisco (Jul 2026)

Google IT Support (Jan 2024)

Graduate Technologist – Malaysia Board of Technologists (Feb 2024)