Ratana KEO

Smart Axiata Feb 2018 – Present

• Over 5 years of working experience in manufacturing, Telecommunication Industry, Junior IT Support Administration, IT Support Administration.
• Strong experience in managing application instance configurations and IT Support Administrator.
• Good experience in maintaining IT equipment and application metadata such as provisioning configurations, and application components.
• Have experience in supervising tasks in supporting team and ensuring smooth and timely.
• execution of the relevant operation, providing an ultimate view to the immediate manager of the status of pending tasks, preparing the training modules, and knowledge sharing with team members and onboarding the new joiners.
• Report to Head of Department and last report to the Regional Director.

IT Support Administration Responsibilities:

• Users' PC daily support applications installation, Disk space management, PC arrangements, Printer, Scanner, CCTV, Airtame. Meeting Room.
• Corporate with vendors to testing and implement new technology.
• Identify and collect business requirements effectively with other departments to setup projects.
• Develop functional specification and requirement document flow. • Research new technology and tools to leverage business analysis skill.
• Have completed several projects like setup IT equipment to Smart Shops in Cambodia, Setup IT equipment for Smart Contacts Centers and projects with Smart Concerts.
• Control and other automated proper approval to meet business-wise strategies.
• Manage Microsoft 365 user troubleshooting and licensing assignment, Endpoint.
• Compliance, Microsoft Intune, Azure AD. SSO Integration & troubleshoot.
• Manage and roll out users' management on various systems such as ITSM, CSM.
• To provide software deployment and service pack updates via Desktop Central Manage Engine.
• Prioritize and manage many open cases at one time and ensure resolutions within SLA on Service Request (ITSM).
• Installed, configured, tested and maintained operating systems, application software, and system management tools
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues
• Increased user satisfaction through effective communication and timely resolution of support tickets
• Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference
• Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios