Kowloon, Hong Kong SAR
With over seven years of experience as a Technical Support Officer at Hong Kong Economic Times, I specialize in delivering efficient IT solutions, including troubleshooting hardware and software issues, provisioning user setups, and providing both remote and on-site support. My expertise encompasses desktop and mobile device maintenance, as well as Windows and macOS environments, with a focus on end-user assistance to ensure seamless operations across multiple locations. Leveraging a collaborative and adaptable approach, I excel at addressing technical challenges through personalized support and proactive communication. My mission is to empower teams by ensuring a reliable IT infrastructure and fostering user confidence. Dedicated to resolving issues with precision, I am driven by a commitment to maintaining robust systems and enhancing user productivity.
This role entails providing comprehensive 24/7 operational support to ensure the stability and security of critical Data Center infrastructure. Focusing on system health monitoring, batch processing, and the maintenance of Windows Server 2016/2019 environments. Provided daily data center operations support, including system health checks, batch job execution, monitoring, report distribution, and incident logging/change tracking for audit and compliance. Performed weekly security patching and updates for Windows Server 2016/2019 environments, managed virtual machine lifecycles and high-availability clusters with live migrations, and maintained application version updates aligned to established version control policies. Ensured data protection through Veeam-based daily/weekly backups, routine tape restore testing, storage media (NAS/hard drives/SSDs/tapes) management, and disaster recovery support. Coordinated end-user equipment setup, server/hardware installations and deployments, hardware/network configuration, and inventory documentation/asset control, while resolving incidents via troubleshooting and escalation when needed.
• Provide desk-side support to end users through email, phone, Teams, or in person • Providing technical on-site, face-to-face End User IT support, including iMAC, PC troubleshooting, problem resolution, and maintenance • Have a broad background in hardware support for both desktops, including Lenovo and Dell, laptops & mobile phones, iPads, and Tablets. Software support for Windows, macOS, iOS • Provide support on IT requests and break-fix to company employees in person and through phone calls, chats, and emails • Provision new users with hardware, software, and account setup • Provide both VPN remote and on-site support • Setup and maintenance of desktops, laptops, audio-visual devices, digital signage, infra devices, printers, peripherals, and mobile devices • Maintain Data Center environmental and monitoring equipment, including alerts • Support for a wide range of IT equipment, software, conference room systems, and other issues that are related to the departments • Work on assigned tasks and projects, including hardware and software rollouts, and ensure proper closure end-to-end within the agreed timeline • Engage and work collaboratively with other support teams (client support team, application support team, server support team) • Perform continuous improvement, including innovation, to increase efficiency and quality of deliverables • Support all IT maintenance, including monthly software and firmware upgrades and power shutdowns • Managed and maintained Endpoint Central and Trend Micro systems, enhancing performance and security across the organization • Oversaw software deployment and updates, ensuring compliance with organizational standards • Collaborated with IT teams to integrate security solutions, effectively responding to incidents and improving overall system resilience • Virtualize older existing servers to VMware ESXi • To regularly check the health of the hardware status of the Dell system in the DSET report.
• Monitored data center operations as a NOC voice operator, ensuring 24/7 service reliability. • Conducted fault isolation and diagnostics to resolve customer service reports efficiently. • Managed power, cooling, and security systems, contributing to a 15% reduction in downtime. • Collaborated with internal and external teams to maintain seamless service for international leased circuits.
• Provide technical assistance and support for incoming hardware queries and issues related to Sun Oracle System, EMC Storage, and Hitachi. Respond to queries either in person or over the phone. Respond to email messages when customers request assistance or have inquiries. • Involved VMware infrastructure for Red Hat Linux virtual machine for a project basis, including installing six VMs, user account creation, security configuration, and package installation.
• Handle real-time alarms and inquiries from customers, troubleshoot software/hardware/network issues, liaise with related parties for follow-up actions, and professionally handle fault cases to solve customers’ complaints • Conduct system evaluation and testing on new applications, automation tests, OS installation, new features, application software, fixes, and patches • Assure high system availability with proactive network performance monitoring, including IDD, SMS, MAP, VAS, and Data Service • Assist the project manager in conducting test plan, user training, document preparation, UAT, incident investigation, and incident report • Liaise with vendors on the hardware/software maintenance • Work at various customer sites to install and upgrade servers and network devices • Responsible for system backup/restore operations, and housekeeping using Shell Script • Conduct onsite preventive maintenance quarterly, daily health checks on customer systems, servers, applications, and maintain IT software/hardware inventory records • Measure service performances and compile reports for the relevant parties • Provide standby on a 7/24 basis, technical and on-site support to the customer