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Karen C

@karenc

Service Desk Team Lead at Fujitsu Asia Pte. Ltd., who led a 24x7 multi-country operation and migrated service desk calls to Amazon Connect.

Singapore

Message

At Fujitsu Asia Pte. Ltd., I led a 24x7 Service Desk operation across Singapore, The Philippines, and Malaysia, managing incident and request workflows while meeting client SLA targets. I mobilized major incident bridges and coordinated technical teams through restoration and closure.

I also led the migration from legacy PABX to Amazon Connect, handling configuration, testing, and agent training while maintaining call routing during cutover. Earlier, at Tokio Marine Asia and AIA Pte. Ltd., I provided user support and maintained service desk procedures; at Shinetsu Magnetics, I oversaw IT operations and a team of IT Engineers.

Experience

Work history, roles, and key accomplishments

Team Lead, Service Desk

Fujitsu Asia Pte. Ltd.

Sep 2016 - Nov 2025 (9 years 2 months)

Led a 24x7 Service Desk operation across multiple countries, managing multi-client ticket queues and consistently meeting SLA targets. Owned end-to-end incident and request management, served as first point of escalation, and led migration to cloud-based Amazon Connect.

Service Desk Management Incident Management ITIL ServiceNow Amazon Connect SLA Monitoring Team Leadership Customer Onboarding UAT Training Major Incident Management SOP Documentation Knowledge Base Management

IT Executive

Tokio Marine Asia

Sep 2014 - Aug 2016 (1 year 11 months)

Delivered first and second level support for corporate users, handling daily service requests and incidents. Managed Active Directory and Lotus Notes accounts, coordinated printer installations, and authored SOPs and knowledge base articles.

IT Support Active Directory Lotus Notes Incident Management Service Request Management FootPrints Troubleshooting SOP Documentation Knowledge Base Management

Technology Helpdesk

AIA Pte. Ltd.

Feb 2008 - Aug 2014 (6 years 6 months)

Provided first and second level support to staff and consultants, handling a high volume of tickets daily. Installed and configured hardware/software, performed network troubleshooting, and supported Point-of-Sale application. Recognized with Team of the Quarter award.

IT Support Troubleshooting Incident Management Service Request Management Hardware installation Software Configuration Network Troubleshooting POS Support Client Communication

MIS Supervisor

Shinetsu Magnetics

Nov 2000 - Nov 2007 (7 years)

Oversaw IT operations for 250 computers and 5 servers, leading a team of 5 IT Engineers. Provided technical support, managed server administration, led desktop refresh projects, and trained users on best practices.

IT Operations Team Leadership Server Administration Desktop Refresh Technical Support Troubleshooting User Training Backup Management