This resume summarizes the educational background and work experience of Zieg KP Tan. It details his Bachelor's degree in Computer Science from Olympia College in Malaysia in 2004, as well as subsequent IT-related diplomas and certifications. The resume then outlines Tan's employment history in technical support roles for several multinational companies, including his current role as a Senior Technical Support Engineer at Air Products Shared Services since 2009 where he provides support for operating systems, printing, security, software distribution and various applications. It also lists some of the projects he has been involved in at Air Products.

1. Resume ________________________________________________________________ Ver 1.6
Zieg KP Tan _______________________________________________________________ 1
Tan, Kok Ping (Zieg)
Contact Info
Address : 7 Jalan Zapin 3C, Bandar Bukit Raja, 41050, Selangor, Malaysia
Telephone No. : -
Mobile No. : 0174201008
Email : et_invicible2@hotmail.com
Personal Particulars
Age : 35 years 8 month(s) Date of Birth : 08 Oct 1981
Nationality : Malaysia Gender : Male
Marital Status : Married IC No. : 811008-08-5889
Permanent Residence : Malaysia
Educational Background
Highest Education
Level : Bachelor's Degree Grade : Grade B/2nd Class Upper
Field of Study : Computer Science/Information Technology
Major : Multimedia
Institute / University : Olympia College
Located In : Malaysia
Graduation Date : Oct 2004
Second Highest Education
Level : Advanced/Graduate Diploma Grade : Grade A/1st Class
Field of Study : Computer Science/Information Technology
Major : IT
Institute / University : Olympia College
Located In : Malaysia
Graduation Date : Oct 2002
Third Highest Education
Level : Diploma Grade : Grade A/1st Class
Field of Study : Computer Science/Information Technology
Major : IT
Institute / University : Olympia College
Located In : Malaysia
Graduation Date : Oct 2001

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Zieg KP Tan _______________________________________________________________ 2
Employment History
1. Company Name : Air Products Shared Services
Position Title : Senior Global Technical Support Engineer cum Back Up Lead
Position Level : Non-Executive
Specialization : Technical & Desktop Application Support
Industry : Gas & Chemical
Date Joined : July 2009 Date Left : -
Serve as an integral part of the IT Service Center. The Tech Support Client team is part of Global
IT Support Services. The team provides level 2 support for issues related to the end-user computing
experience. The team has members in Trexlertown and Kuala Lumpur.
Technical Skills & Applications:-
 Operating System
- Troubleshoot boot, desktop, and connectivity issues for the MS Windows environment
including Win2000, Windows XP, Vista, Windows 7, and Server 2008 in the virtual
environment, under the Air Products customized Standard Desktop loads, including slow
response, errors, blue screens, etc.
- Provide “Best Effort” support for Windows NT, Win95, Win2000, and some development/non-
standard pc’s
- Troubleshoot pc/desktop backups
- Troubleshoot supported handheld devices including barcode readers, PDA’s, PDT’s, and
Smartphones.
- Troubleshoot and manage Windows profile
- Performing PC reload
 Printing
- Troubleshooting print servers and queues world wide
- Setting up print queues
- Coordinate vendor dispatch for printer hardware calls
- Maintenance of knowledgebase info pertaining to the printing environment
- Provide troubleshooting and administrative support for desktop printers and multi-function
units (scan, fax, print)
- Manage and maintain vendor relationships
 Virus, Spyware, Firewall
- Collecting information on suspected problems (virus, spyware, attack, etc.)
- End-user contact for virus outbreaks
- Clean-up of user pc’s for virus and spyware problems
- Proactive assistance for virus and spyware problems
- Troubleshoot Windows Firewall and Microsoft Forefront Antivirus issues
 Security
- Troubleshoot, create, manage pc and user accounts, permissions, polices through AD and/or
workforce.
- Manage risk situations and work with Risk Management team to ensure compliance with
global standards and code of conduct.
- Support for file encryption
- Support for Network Access Control on the clients
- Provide assistance with some security investigations
- Troubleshoot group policy issues
a. Troubleshoot and manage Windows profiles.
b. Reload some pc’s, depending on location
c. Standard PC reload process/ data transfers
d. File encryption and recovery
e. Virtual PC/Machine use
f. File Encryption, IPSec, wireless certificate management (PKI), 8e6, and NAC

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 Software Distribution
- Troubleshoot problem software distributions via SMS (PDT’s) and SCCM (desktop clients)
- Manage and stage requested jobs
- Restage failed jobs
- Monitor status of and collect data for batch distributions
- Provide recommendations for streamlining distribution process
- Assist Software Distribution Engineering team on various deployments
- Provide tangible media for remote users
- Software license issues
- Manage desktop upgrades and standardization
 Connectivity (network, vpn, dial-up, etc.)
- Troubleshooting hardware, configuration, WINS/DNS, IP (v4 and 6), VPN, IAG/UAG, dial-up,
lan/wan connection, wireless, etc.
 Messaging
- Troubleshoot messaging problems including e-mail, calendaring, etc. via Outlook 2003 and
2007, Exchange mail server.
- Troubleshoot instant messaging, Office Communicator, and Live Meeting
- Collect data for mass-incidents
- Clean up mail-related viruses
- Manage and Move mailboxes
- Maintain knowledgebase of information pertaining to messaging
- Troubleshoot delegates, permission issues, shared mailboxes, etc.
- Recover deleted mail and calendar items
- Manage and troubleshoot e-mail/calendaring profiles
- Troubleshoot and manage mail access via the inter/intranet through OWA
- Assist Messaging team in troubleshooting faxing issues
- Troubleshoot Instant Messaging and Live Meeting issues
- Investigate non-deliveries and error messages for E-mail, calendaring and faxing
- Troubleshoot and manage non-person accounts and public distribution lists
- facilitate mass-mailings
 Provide troubleshooting for various applications
- Troubleshoot Inter/Intranet browser settings
- Troubleshoot Webcast issues
- May provide initial troubleshooting for various applications such as Hyperion, or other
business necessary applications, depending on nature of problem.
- Troubleshoot various office application problems.
 Virtual Desktop services e.g Virtual Desktop Infrastructure, Virtual Machine, Virtual PC, and Citrix
 Provide assistance with and testing for level 3 engineering teams including security, network,
knowledge management, desktop engineering, printing, and SCCM engineering, Messaging.
 Provide direct desktop support, executive level support and/or consultation where needed.
 Coordinate information and training for new technologies for support (including outsourced level 1
helpdesks) via the Landing Process.
 Work with level 1 to provide consultation and/or assistance where needed. Act as focal point to Level
1 during high-priority incident and problem escalation
 Application and file server availability verification
 Provide data retention for Employee departures where necessary.
 Trainer and Subject Matter Expert for on board training and knowledge transfer session.
 Serves as backup team lead. Prepare monthly service metrics report. Provide hands on technical
contribution with internal team and level 1 agents to achieve its objectives and responsibilities.
Ensure identification and escalate of service improvement opportunites. Conduct weekly/bi-weekly
team meeting within team and ITSC. Participate in Problem Escalation Team discussion during major
outage.

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Projects Involvement
Asia Level 1 Support Transition to new vendor (Getronics)
January 2010
Site visit to Getronics Office and provide onsite training to ITSC agents. Conduct meetings and
discussions with the agents and leads. Approach agents and provide technical guidance for user
issue. Landing AP Knowledge Portal to access Level 1 Solution and correct escalation. Become
focal point for Level 1 for any escalation and tickets prioritization
Office 2003 Clean Up for Office 2007 Upgrade to support O365 and EW Offering (Asia)
May 2011
Work with US counterpart to clean up Office 2003 installation to all machines in Asia. Staging
Office 2007 deployment to ensure Asia machines are compliance to Office 365 and EW offering.
Collecting data for mass-incidents including software deployment failures and installation issue.
Collect end user feedbacks on technical issue for Office 2007. Maintain knowledgebase of
information pertaining to both Office 2003 and Office 2007
Office365 Migration for Europe and Asia regions
February 2012
Work with messaging team to support Office365 migration project to Europe and Asia.
Collecting installation data and gathering feedback for discussion with Microsoft. Took part in
users exchange migration from on-premises to Cloud. Data collection for O365 performance,
permission and connectivity issue.
Upgrade of SCCM 2012 client and System Center Endpoint Protection
January 2013
Work with Deployment and Automation engineering team to upgrade existing SCCM 2007
client on end-user computers to SCCM 2012. Help to troubleshoot installation issue based on
logs and create documentations for technical feedback, The project goes along with System
Center Endpoint Protection install which replaces the current Microsoft Forefront Security.
Asia Automation Scripting Request
June 2013
Create automation script upon request by end users or US counterparts. Powershell was used to
generate the script. Automation scripts are range from junior to mid-junior entry level. The
scripts are created and uploaded to Sharepoint for production usage and testing purpose. First
time exposure to Powershell scripting and attended few relevant courses to aid in job matter.
Asia IT Infrastructure Service Transition Project
March 2016
Member of Project Team in KL to coordinate service transitioning to China. Worked with
Business to streamline the ITSM model for infrastructure support during transition period.
Provide on board training and knowledge transfers to China with standard procedures and
documentations. Worked with other Infrastruture teams (Network, Server, Data Center) to
provide technical guidelines and task coordinations to new team members in China. Served as
mentor and trainer during project landing and knowledge coaching.

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2. Company Name : Baker Hughes Business Support Services
Position Title : Solution Center Analyst
Position Level : Non-Executive
Specialization : Technical & Helpdesk Support
Industry : Call Center/IT-enabled Services
Date Joined : May 2008 Date Left : May 2009
Providing technical solutions to Global Baker hughes customers in the form of phone calls, fax
and emails. Working globally with all IT solution centers across the regions on the basis of Follow-The-
Sun Support.
Technical Skills & Applications:-
 Active Directory Management (Domain Password Management, User Account Management,
Resource Mailbox/Distribution List Management, Computers/Printers/Software Management)
 Provide support for Baker Hughes applications (Radia Software Management, Rig Engineer
Application, Divisional IT Applications – Peoplelink, PerformanceLink, LearnLink, Concur AER,
Chase, MetaData, SigLink, ), Basic Support for Citrix Program Neighborhood,
 MS Office Applications Support. Providing guidance support in MS Outlook to global users.
 Basic Network Applications Troubleshooting
 Knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute,
firewalls, and routing
 Creating/Deleting/Modifying New Users Account with Information Access Request Database,
Fax2Mail Functions Support, Spyware/Trojans/Viruses Removal and Analysis,
 Basis SAP account support
 Terminal Service Client and Remote Desktop Connection support
 Basic Blackberry Device Support
 Troubleshooting Wireless Connection and VPN problems. VPN client configuration and RAS
account management. Providing intermediate technical support for Dell machines, Network
Printers Management.
 Alias with 3rd party vendors across the world for priorities incidents, preparing streamlined
documentations to proper channels. Setting Global Announcement for high priorities cases,
aliased with IT Service Delivery Managers on regional issues.
 Responsible for Knowledge Content Management, with usage of resources and tools provided
within organization. To constantly updating documentation with web-based interface to ensure
smooth Service Delivery of Information to customers and analysts.
 Prepare monthly tempo report for performance review, attending meetings and training sessions
with global support on newly implemented technologies to company.
Key Responsibilities - Activities:
Customer Services System Specialist IV performs the following activities:
 Under general supervision, responds to and diagnoses complex hardware, software and network
problems in a customer focused environment.
 Prioritize and resolve issues identified by customers and other teams in a timely manner.
 Will work with IT Services functional teams and other team members to ensure issue resolution in
accordance with Service Level Agreement (SLA).
 Updates customer on problem status/resolution in accordance with SLA.
 Escalate problems as required
 Monitor the IT service process and workflow to ensure SLA’s are met.
 Actively participates in the identification and implementation of the training and knowledge required to
enable the team to continually improve performance metrics.
 Actively participates in team goals and objectives as per performance contract.
 Actively participates in projects, as assigned.

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3. Company Name : Atos Origin Services (M) Sdn Bhd
Position Title : Level 2 Support Service Desk Analyst
Position Level : Non-Executive
Specialization : Technical & Helpdesk Support
Industry : Call Center/IT-enabled Services
Date Joined : September 2007 Date Left : March 2008
Working as 2nd Level Technical Help Desk Support. Providing technical solutions to UK-based
customers via phone calls, fax and emails. Alias with UK technical support team to troubleshoot users'
problems if requires further escalation.
Technical Skills & Applications:-
 Active Directory Management (Domain Password Management, User Account Management)
 Lotus Notes (Basic troubleshooting on Notes client, assisted user in resetting Notes password)
 MS Office Applications Support
 Basic Network Applications Troubleshooting
 Knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute,
firewalls, and routing
 AS400 (Support for Solar, JBA module which involves Unlocking Typhoo Sessions for JBA,
Password Management for AS400 Solar and JBA, Releasing Shipment Order, Pallet and Solar
Order in AS400 Solar, Starting Remote Writer and Output Queue, Unlocking System 21 Order)
 SAP Logon System (passwords, accounts reset and unclock)
 Terminal Service Client and Remote Desktop Connection
 Restarting Cobalt Label Printer Server, Radmin Access for MVI Engines in restarting the
TOMCAT server, Perform daily checking of Time and Attendance Server
 Responsible for Knowledge Content Management, with usage of resources and tools provided
within organization. Updating documentation with web-based.
 Manage change requests and assigning work flow tasks to proper support channels. Tracking all
pending tickets logged daily to meet Service Level Agreement for any tickets expiration
Core Responsibilities:-
 Take and receive all customer calls in a professional and courteous manner as well as providing
advice and support.
 Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope and logged
accordingly in the Atos Origin Service Management Tool
 Log all calls, using the designated call handling and ticketing system and entering detailed and
accurate information
 Take end to end responsibility of the logged requests and monitor work progress and service
levels
 Provide incident, problem and complaint (escalation) management for the in scope services
domain
 Provide technical assistance to customers on the use of all PCs – encompassing desktop related
hardware and software in accordance with service level requirements
 Provide advice and guidance to customers on the effective use of the self support portal, desktop
systems and their associated software, LAN networks and peripherals
 Provide “First Time Fix” based on contractual scope and obligations
 Ensure effective escalation and hand-over of customer enquiries/problems to the correct 2nd line
group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate
information is provided and the process is carried out in a timely manner
 Carry out appropriate level of technical investigation prior to escalating to the next level
 Keep the customer, when they make follow-up calls, fully informed about the progress of any
problems or requests which have been assigned to a support group

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4. Company Name : IBM Regional Call Centre
Position Title : Service Desk Agent
Position Level : Non-Executive
Specialization : IT/Computer - Software
Industry : Call Center/IT-enabled Services
Date Joined : Jun 2006 Date Left : September 2007
Work Description :
Worked as Help Desk Support Specialist that provides solutions via remote control assistance,
phone guidelines, emails, request logging to next tier for resolution if problem can't be resolved by 1st
level. Daily operation involves passwords reset, application support, hardware/software and network
guidelines. Project account is under Nokia and providing phone and email solutions to Nokia Employees
from all over APAC region. Working in Shift Rotation on 5 Days weekly basis.
Technical Skills & Applications:-
 Active Directory Management (Domain Password Management, Local Admin Rights request,
Printer’s Online Status Checking, User Account Management, Shared Folder Path Verification)
 Familiarity with common Internet browsers. Troubleshooting with user’s Coorparate applications
which requires browser settings. Eg. Windows Application Hosting (WAH), Citirx Client, Hyperion)
 IBM Tivoli Remote Control Management
 Knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute,
firewalls, and routing
 Lotus Notes account configurations
 MS Office Applications Support (Basic Troubleshooting for all Office Suite)
 MS Outlook Exchange Server (Profiles Configuration, Resource Mailbox mapping, PST files
creation, Basic Troubleshooting when user’s not able to connect to Exchange Server)
 Mobile Push Email (Assisted on the configuration to user’s handset, helped user to perform basic
troubleshooting on the push email client, guide user to install/uninstall Push Email client)
 Network Applications Troubleshooting (Wireless Connection in Office, iPass Connection (VPN for
Nokia), VPN Connectivity – Client Configuration and Installation , Mobile VPN)
 Pointsec Laptop Encryption Management (Unlocking, Reseting password)
 PGP Encryption (Assisted user on configuration of PGP Key and Setup)
 SAP Logon System (Assisted Nokia users in Passwords, Accounts Reset)
 Secure Client VPN (Configuration, Troubleshooting)
 RSA SecureID Management (New PIN, Token Mode Reset, Assisted user to clear PIN and
Token Status Checking with RSA System)
 Request Management System (Ticket logging & Escalation tools)

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5. Company Name : NCS Pte Ltd (Singapore)
Position Title : IT Support Assistant
Position Level : Non-Executive
Specialization : IT/Computer - Software
Industry : Education
Date Joined : Apr 2003 Date Left : Apr 2006
Work Description :
Worked as IT Support Assistant based at school in Singapore on handling various IT Equipments
which include PCs, laptops, scanners, printers, projectors, visualizers, DigiCams, VideoCams, Palm PCs
and some school-based IT equipments. Providing also responsible in documenting hardware and
software inventories periodically. Take charge some minor server management like changing backup
tape, users account management and minor network support.
Job Scopes:-
- Responsible for the repair and maintenance of printers, monitors, scanners and hardware.
- Responsible for loading new software and systems on existing equipment.
- Responsible for performing troubleshooting activities prior to the implementation of new systems.
- Performed upgrades on existing computer systems.
- Assisted with the repair of computer systems on site and for existing customers and the maintenance of
client documentation.
Additonal Info
Willing to learn and progress during the period of job. Possess optimistic and friendly personality.
- Strong interpersonal skills, ability to establish and maintain effective working relationships.
- Aptitude to listen to caller’s description of problems, interpret, summarize and document
- Proficient working in Windows environment with multiple applications and navigation between
applications to research information.
- Experience in fault diagnosis and troubleshooting techniques
- Intermediate knowledge of PC and various Microsoft Office products
- Ability to handle stressful situations and bond professionally with frustrated customers
References
Name: Jagjit Kaur
Telephone No.: 60- 12- 693 0412
Email Address: kaurj@airproducts.com
Position: Asia Tech Support Client Lead
Company: Air Products Shared Services
Name: Katie T. Simpson
Telephone No.: +1 610-751-0240 or +1 610-349-6834
Email Address: SIMPSOTK@airproducts.com
Position: Team Manager (Tech Support Client Global)
Company: Air Products Shared Services
Name: Prem Ramachandran
Telephone No.: 60- 12-3611 245
Email Address: ramachp@airproducts.com
Position: Senior Technical Support Engineer (Subject Matter Expert)
Company: Air Products Shared Services