Eric Ng

IT professional with 8 years of combined technical experience, including 6 years in L2 application production support and 2 years in .NET software development. Proven track record in diagnosing complex production incidents, executing root cause analysis (RCA), and maintaining high system availability under strict SLAs. Possesses strong ITIL-aligned expertise across incident, problem, and change management workflows, with a focus on minimizing downtime and driving operational efficiency.

Currently expanding technical depth in cloud computing (AWS/Azure) and AI-driven automation.

Senior Analyst at Marina Bay Sands (2022-10 – 2026-07)

• Managed 24/7 Level 2 production support for 20+ critical casino applications, consistently maintaining 99.9% up time and strict SLAs compliance.
• Monitored and maintained daily batch jobs and scheduled workflows, proactively troubleshoot failures to prevent data delay.
• Resolved complex production incidents using log analysis, SQL queries, and root cause analysis (RCA) to rapidly restore services.
• Eliminated recurring defects by partnering with developers and vendors to deliver permanent fixes.
• Remediated application vulnerabilities in collaboration with Cybersecurity teams.
• Executed service requests, system upgrades, and kiosk deployments from scratch, coordinating hardware, software, and network integration with vendors and business teams.
• Contributed to the technical knowledge base across supported applications
• Mentored new hires by providing guidance on operational processes, application support procedures.

Analyst at Avanade Asia Pte Ltd (2020-12 – 2022-10)

Assigned to GIC Private Limited as Office 365 L2 Support from Jan 2021 – Oct 2022.

• Performed in-depth production incident troubleshooting & resolution.
• Conducted preventive maintenance & incident analysis.
• Managed service requests from business users and administered access rights.
• Monitored system health & availability.
• Handled incident, problem and change management processes.
• Prioritized tickets in collaboration with application stakeholders.
• Contributed to knowledge management initiatives and generated O365 service level reports.

Software Engineer at ST Engineering (2018-06 – 2020-10)

• Served as a backend developer for a smart lighting platform utilizing C# /.NET.
• Architect and developed a WCF Service to decode configuration & topology files.
• Engineered drivers for non-SNMP devices for integration into the Network Monitoring System.
• Deployed the Network Monitoring System for international and local defence projects.
• Mentored interns by providing technical guidance and overseeing assigned tasks.

Software Engineer Intern at ST Engineering (2017-01 – 2017-07)

• Created and maintained system images for servers and workstations.
• Refactored simulator code using C# to enhance maintainability and performance.
• Configured and deployed Network Attached Storage (NAS) solutions for the team.
• Patched servers and laptops with the latest Windows and AntiVirus updates to ensure system security and compliance.

Bachelor Degree in Electrical and Electronics Engineering – Nanyang Technological University (2015-08 – 2018-07)

Diploma in Biomedical Engineering – Ngee Ann Polytechnic (2010-04 – 2013-05)