Chedthasit Sajjapornpong

• Provided technical support and troubleshooting for end-user computing, Windows systems, printers, network, servers, and firewall environments, ensuring stable IT operations and minimal disruption to business activities.
• Performed root cause analysis using a layered troubleshooting approach (Network → System → Application) to quickly identify issues and reduce system and user downtime.
• Managed daily IT support operations, including ticket prioritization, workload distribution, and incident management to maintain SLA and client KPI performance.
• Supervised and mentored IT Support team members, providing technical guidance, refresh training, and developing Knowledge Base documentation to improve team efficiency and support quality.
• Optimized support workflow by analyzing operational bottlenecks, adjusting ticket priorities based on business impact (e.g., production systems first), and improving internal support processes.
• Investigated operational issues and implemented preventive measures such as process improvements, checklists, and deployment reviews to reduce recurring incidents and system failures.
• Frequently assigned as Project Lead for IT infrastructure and equipment-related projects across multiple branches.

Key Projects

• Windows 10 End-of-Support Migration Project – Planned and coordinated a nationwide migration initiative involving more than 3,000 devices (computers, laptops, and POS systems). Identified approximately 1,000 devices requiring hardware replacement due to upgrade limitations and managed the replacement rollout while minimizing disruption to end users and business operations.
• Server Room Relocation (2025) – Led the relocation of the client’s headquarters server room, coordinating with vendors, building management, and safety teams while carefully planning downtime to minimize business impact.
• IT Operation Transition (Global Project) – Served as the primary IT representative in Thailand responsible for knowledge transfer and documentation during the transition from a local vendor support model to a global IT operations team, ensuring service continuity.

• Joined the company as a Junior IT Support Engineer in January 2016 and was promoted to Senior IT Support Engineer in 2018 based on strong performance and expanded responsibilities.
• Provided on-site technical support for enterprise users, including computers, laptops, printers, and Windows environments, ensuring stable IT operations and minimal disruption to business activities.
• Supervised and mentored 4 junior IT support engineers at the site, coordinating daily support tasks, providing technical guidance, and handling escalated issues.
• Responsible for several SCI security and compliance activities, including:
  Overall system patching management
  Antivirus deployment and monitoring
  Printer security management
  SQL patching for workstations
• Participated in multiple IT infrastructure and operational projects supporting the client’s manufacturing and business expansion initiatives, including:
  Office equipment replacement projects
  Server room replacement at the manufacturing plant
  IT infrastructure setup for new production line deployments
  IT infrastructure support for new factory construction projects
• Promoted to IT Support Supervisor in February 2023 and relocated to the client’s Head Office to oversee IT service performance and team operations.
• Managed IT support KPIs and service performance, including ticket management, team performance monitoring, and compliance with SLO/SLA targets.
• Led training and refresh training programs to improve team technical capabilities and service quality.
• In April 2025, the client transitioned IT services from a local vendor to a global service provider, and the IT operation was transferred to Wipro as part of the global outsourcing strategy.