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ITSM Developer and IT Support Specialist
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About
ITSM Developer and IT Support Specialist with 12+ years of experience supporting enterprise IT operations, ServiceNow administration, workflow automation and IT service management solutions. Skilled in developing and enhancing ITSM modules including Incident, Change, Problem and Service Request Management. Experienced in Business Rules, Client Scripts, UI Policies, ACLs, workflow customization, Service Catalog development and ITSM process improvement.
Hands-on experience in ServiceNow to Freshservice migration, API integrations and enterprise IT support for 2,000+ users across multi-company environments.
Experience
IT Executive (ServiceNow / ITSM Developer & IT Support) at ComfortDelGro (2019-03 – 2026-05)
- Designed and enhanced ServiceNow ITSM workflows for Incident, Problem, Change, and Service Request Management.
- Developed and customized Incident Management, Service Catalog forms, and Change Management workflows.
- Built and maintained Business Rules, Client Scripts, UI Policies, ACLs, and workflow automations within ServiceNow.
- Led the migration from ServiceNow to Freshservice, including workflow redesign, requirements gathering, UAT coordination, and change management.
- Implemented Freshservice automations, custom forms, and API integrations to improve operational efficiency.
- Provided L1/L2 IT support for approximately 2,000 users across 8 companies.
- Supported infrastructure initiatives including OS upgrades, domain migrations, and PC refresh projects.
IT Desktop Engineer at Resort World Sentosa (2015-02 – 2019-02)
- Provides L2 onsite support in Casino area to minimize the Casino operation down time.
- Assist 3rd level on physical checking, network switch or server machine and seek for assistance from relevant department (FM&E or Facilities) if incident needed.
- Quarterly Gaming table terminal preventive maintenance and RFID (Chip scan) tuning maintenance.
- PC hardware refresh for Gaming terminal and back of house PC.
Customer Service Officer at Antasis Call Centre (2012-03 – 2015-02)
Worked in a call center which provides BPO (Business Process Outsourcing) solutions, IT services and PC Management Services.
- Provides 1st level support on basic troubleshooting and RMA process for company like Lenovo Iomega and Wacom.
- Assist customer and troubleshoot over the phone, logged down the detailed information and submit a request n ticketing system if escalation is needed.
- Monitoring the system status from client website to ensure system healthiness and report promptly to the next level if incident happens.
- Able to handle multiple company projects at one time (up to 16).
IT Technician at Foon Yew High School (2010-09 – 2012-03)
- Supported staff and students for PC setup, maintenance, printers, LAN/WAN troubleshooting.
Education
Diploma in Information & Network Management – Feng Chia University, Taiwan (2009-12)
