Katelyn Lim
@katelynlim1
I resolve enterprise IT incidents and support users across Microsoft 365, SAP, ServiceNow, and access management.
MalaysiaWhat I'm looking for
At HCL Technologies, I provide first-line enterprise IT support, managing incidents and service requests through the Service Desk while meeting ITSM and SLA requirements.
I troubleshoot Microsoft 365, Okta, SAP, VPN, desktop, and application issues, manage access and authentication requests, and escalate complex cases to L2 or specialist teams when needed.
Alongside IT support, I supported clients at CDD Tech with digital advertising campaign enquiries, reporting, credentials, approvals, and campaign coordination across Google Ads, Meta Ads, and TikTok Ads.
My background in customer support, psychology, and project coordination helps me communicate clearly, document accurately, and keep stakeholders aligned through resolution. I'm progressing toward IT Service Desk L2 or IT Support work, with a long-term interest in Project Management.
Experience
Work history, roles, and key accomplishments
Provided first-line IT support to enterprise users, handling incidents and service requests through the IT Service Desk while following ITSM processes and SLA requirements. Troubleshot technical issues involving Microsoft 365, Okta, SAP, VPN connectivity and common desktop/application-related problems.
Client Support Specialist
CDD Tech Sdn Bhd
Apr 2023 - Jul 2025 (2 years 3 months)
Provided timely client support through WhatsApp and Telegram, addressing enquiries and resolving service-related concerns professionally. Explained digital advertising platforms and campaign processes, including Google Ads, Meta Ads and TikTok Ads, to help clients understand campaign setup, targeting and optimization.
Provided customer support to consumers, hotel partners, suppliers and B2B partners through calls and emails in both Mandarin and English. Handled customer enquiries and service issues efficiently while managing a high volume of interactions in a fast-paced environment.
Education
Degrees, certifications, and relevant coursework
UNITAR International University
Bachelor's Degree, Psychology
2022 - 2025
Pursued a Bachelor's Degree in Psychology, graduating in 2025.
YTL International College of Hotel Management
Advanced Diploma, Hotel, Motel, and Restaurant Management
2016 - 2018
Completed an Advanced Diploma in Hotel, Motel, and Restaurant Management.
Skillsoft
ITIL V4 Training, IT Service Management
Completed ITIL V4 Training.
Skillsoft
Infra BTO - Service Desk/Helpdesk/RDS - Primary - L1 V1, IT Service Desk
Completed Infra BTO - Service Desk/Helpdesk/RDS - Primary - L1 V1 training.
Percipio
Windows 10: Active Directory Management, IT Administration
Completed Windows 10: Active Directory Management training.
Percipio
Microsoft 365 Fundamentals: Microsoft 365, Exchange & SharePoint, Microsoft 365
Completed Microsoft 365 Fundamentals: Microsoft 365, Exchange & SharePoint training.
Percipio
Agile Foundations: Scrum Methodology, Agile Methodologies
Completed Agile Foundations: Scrum Methodology training.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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