Yong Jarrel

IT Support Engineer with over 6 years of experience delivering enterprise-level technical support across global environments. Proven ability to manage high-volume ServiceNow ticket queues (up to 70 cases daily) while consistently meeting SLA targets. Skilled in endpoint management, identity access administration, and IT asset lifecycle management, including secure disposal and compliance.

Experienced in supporting Microsoft 365, Microsoft Intune, Active Directory, and enterprise network infrastructure, with strong collaboration across infrastructure, security, and vendor teams. Recognized for improving onboarding efficiency, enhancing end-user productivity, and ensuring seamless IT operations in fast-paced, multinational organizations.

IT Support Engineer II - Herbalife Global Business Services - Bangsar South

(2025-01)

• Managed IT asset lifecycle using SharePoint and Microsoft Intune, ensuring tracking and compliance
• Deliver onboarding training for new joiner staff, improving adoption of IT policies and tools
• Resolve 25-35 daily average ticket via ServiceNow while maintaining SLA target
• Coordinate with vendors for event IT setup, including network, devices, and connectivity solution
• Collaborate with network teams on infrastructure upgrades such as switches, firewall, access point
• Support enterprise application including Microsoft 365, VMWARE, and mobile device management JAMF and workspace one
• Working closely with global sourcing team for IT procurement and asset planning
• Improved laptop performance up to 95% through system optimization, reducing user complaint
• Execute secure IT asset disposal in compliance with company policies, including data wiping, decommissioning, and coordination with certified vendors

IT Service Desk Analyst - Ant Group International - Gtower, Kuala Lumpur

(2024-06 - 2024-12)

• Diagnose and resolved hardware, software and MACOS related issue for end user
• Administered user account, access right, and permission in alignment with internal security policies
• Supported enterprise collaboration tools and meeting room system, ensuring downtime during business operation
• Performed an IT asset audit and inventory checks ensuring compliance and accuracy
• Conducted onboarding IT training session for new joiner, improving user readiness and reducing initial support ticket
• Coordinate with internal team for process IT equipment requests and maintain asset availability
• Performed laptop system performance optimization and troubleshooting to improve end user productivity

IT Service Desk Analyst - Dell - Cyberjaya, Selangor

(2022-04 - 2024-05)

• Delivered a high-volume IT support across global user via calls, emails, chats and ServiceNow, maintaining meets SLA target
• Resolve 50-70 daily average ticket via ServiceNow while maintaining SLA target
• Diagnosed and resolved complex issue including Microsoft Intune, Microsoft 365 (outlook, excel, SharePoint, teams, OneDrive), VMware workstation, and horizon
• Managed endpoint support security by identifying vulnerable or outdated application and ensuring its stay compliance with corporate security standard
• Delivered extensively secure remote access support, including VPN troubleshooting where company uses Global Protect
• Administered active directory and azure AD, including user account management, password reset, and domain rejoining
• Assisted user with software installation and ensured application met internal compliance requirement
• Collaborated with internal teams to resolve escalated technical issues and ensure timely resolution
• Performed laptop system performance optimization and troubleshooting to improve end user productivity

IT Service Desk Analyst - DXC Technology - Cyberjaya, Selangor

(2019-05 - 2022-04)

• Handling email inquiries and calls
• Identify and troubleshoot technical support for Application or Software error issues
• Assist the Escalation Team in reviewing the Global Report of all the critical cases and following up accordingly
• Remote into the User's laptop or Desktop for technical assistance, such as Account directory issues, access issues, application software errors, Outlook issues, email issues, VPN issues, and network issues

Bachelor of Science Honors - Information Technology - Malaysia University Science & Technology (2023 - 2026)

Certification - Artificial Intelligence & Machine Learning & Cybersecurity - IBM