Information Technology

Name: Jacky Tsoi Lui

Address: **** ***** ****** #** *** Francisco California 94109

Telephone Number: 415-***-****

Email Address: *****.***@***************.***

Work Status: Require Sponsorship

Languages: English, Tagalog and Cantonese

Education:

AMA Computer College East Rizal Campus, Marikina City Philippines (2003-2005)

Level of Education: Bachelor of Science in Information Technology

Training: IT System Management, Basic programming, Cisco fundamentals

Roosevelt College System Cainta Campus, Cainta Rizal Philippines (1996-2000)

Level of Education: Secondary Education Diploma

Roosevelt College System Cainta Campus, Cainta Rizal Philippines (1990-1996)

Level of Education: Elementary Education Diploma

Trainings Attended

Certificate in Cloud Computing

• December 2011, Fevaworks IT Education Cheung Sha Wan HKSAR

Microsoft Excel Expert

• November 2010, Infocan Training Center Fortress Hill HKSAR

MCDBA 2003 Professional Training

• December 2006 to May 2007, Fevaworks IT Education Cheung Sha Wan HKSAR

Certificate in Linux Engineering

• October 2006 to December 2006, Fevaworks IT Education Cheung Sha Wan HKSAR

Professional Certifications

Apple Certified Professional ID: APPL103597

• 13 April 2012 – Apple Certified Associate - Mac Integration 10.7

• 1 June 2012 - Apple Certified Support Professional 10.7

ITIL® V3 EXIN ID: 036903

• 26 Sept 2008 – ITIL® V3 Foundation Certificate in Service Management

MCP ID: 5545440

Microsoft Certified Technical Specialist

• 19 March 2008 - Windows 2008 Active Directory, Configuration

• 19 March 2008 - Windows 2008 Network Infrastructure, Configuration

• 6 March 2008 - Microsoft Windows Vista, Configuring

Microsoft Certified System Administrator

• 4 March 2008 - Managing and Maintaining a Microsoft Windows Server 2003 Environment

• 21 February 2008 - Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network

Infrastructure

Microsoft Certified Professional

• 25 May 2007 - Installing, Configuring, and Administering Microsoft Windows XP Professional

Work Experience

Burberry Hong Kong Ltd (under Allied Worldwide contract)

July 2013 – March 2014

44F The Lee Gardens 33 Hysan Place Road, Causeway Bay Hong Kong HKSAR

IT Front Office Support Specialist

• Provide Mac and PC support for Office staffs.

• Apple Mac Support escalation point for APAC Region

• Liase with vendors on purchasing Macs and accessories

• Creating OSX image to be deployed and used on new Macs across the APAC region.

• Provide iDevice Support

1. Liase with Vendor to procure iPads and iPhones.

2. Register iDevices to Airwatch System with the appropriate group to deploy Burberry contents.

3. Coordinate repair of devices.

4. Manage iPad Sling Bags to send out to stores across the APAC region.

5. Coordinate with Mobile Carriers for iPhone’s Mobile service

6. Upgrade iDevices to latest iOS version across Front Office and Stores.

• Manage Macs through JAMF Casper

1. Deploy Burberry approved Applications.

2. Deploy Burberry contents such as MS Office Templates, wallpaper and screensavers.

3. Upgrade Macs to latest OSX versions

• Manage Event Attendance System, that is used on iPad App for the APAC region.

• Provide AV support on Conference Rooms

• Log Tickets on SupportWorks and make sure tickets raised by Service Desk are handled promptly.

• Make sure company devices are updated onto SupportWorks’ CMDB

Integra-IT HK – Technical Support Services Department

July 2011 – June 2013

10/f Wyndham Place, Central Hong Kong HKSAR

IT Engineer

• Provide support over the phone and email

• Provide Desktop Support (PC+Mac) to different offsite clients

1. Troubleshoot Computer and Applications

2. Deploy software packages

3. Troubleshoot applications (MS WORD, MS EXCEL, MS Outlook, Internet Browsers)

4. Troubleshoot Apple Applications (Apple Mail, MS Entourage, MS Mac Office 2011)

5. Setup Time Machine Backups, and NAS

6. Setup PC Desktop, iMacs, and Macbook

7. Move and transfer equipment around the office.

• Liaise with Vendors for any hardware repairs for equipment under warranty.

• Perform audit checks on client equipment’s warranties and remind clients of renewals

• Provide 1st level Printer Support

• Assist to maintain company’s Sharepoint Site

• Manage Helpdesk Ticket System (OTRS)

• Conslidate client timesheets every end of the month

• Assist with purchasing IT equipments

1. Liaise with vendors to get quotations

2. Arrange delivery and installation

• Assist clients in setting up emails on their Blackberry, Android or iPhone Smartphones

• Server related administration (domain controller, exchange and file servers) and troubleshooting.

1. Create Accounts, Mailboxes, Distribution Lists and Share Folders.

2. Check Server for errors

3. Check Email Queue and black listings

The Royal Bank of Scotland Group (under Integra-IT HK contract)

January 2010 – June 2011

40/F Cheung Kong Center Central Hong Kong HKSAR

IT Support Engineer

• Unlock accounts and reset Passwords for RBS and ABN Users.

• Provide Desktop Support

1. Troubleshoot PC and Office applications

2. Liaise with Hardware team to setup PC

3. Deploy software packages remotely

• Assist with purchasing IT equipments

1. Liaise with JOS/New Idea for quotations and product deliveries

2. Liaise with procurement team for purchase orders

• Manage Blackberry

1. Liaise with network carriers to activate/deactivate SIM cards and Blackberry Device Delivery

2. Create/Delete Blackberry Profiles

3. Setup/Activate Blackberry devices for users

4. Liaise with network carrier for device repairs and loan units.

• Assist users to raise online requests

• Handle email queries and requests, ensure cases are escalated to appropriate team

• Coordinate with setting up Conferences and meetings and liaise with Verizon to setup Multipoint video and/or

audio conference.

• Record Service tickets on Remedy Software and make sure tasks and requests are assigned accordingly.

HK Disneyland Resort (under HP HK Ltd contract)

December 2007 to December 2009

WDI Site Office, Penny's Bay N.T. HKSAR

IT Support - Helpdesk

• Provide 1st level Technical Support to HKDL Users.

1. Troubleshoot and provide assistance with Software Applications [MS Office, POS Systems, Management

Systems, Remote Access (AVTS/VPN, Citrix, KANA Email Services)

2. Troubleshoot and provide assistance with Hardware Equipments (Desktops, Laptops, POS machines, and

Output Machines)

3. Assist in Equipment Loans, and Software Account Management.

4. Troubleshoot and provide assistance with Network Peripherals (IP Phones, Analog Phones, and Internal

Company Networks)

• Assist in AD Account Management of HKDL Users.

1. Manage Creating and Deleting AD Accounts of HKDL Users.

2. Assist in Resetting Passwords and Unlocking of Accounts.

• Perform administrative roles:

1. Generate Monthly reports

2. Design process flowcharts and update guidelines

• Occasionally assist in NCC / Data Center Operations

1. Monitor Servers and switches as well as Server Backup status.

2. Perform physical checks on Server Locations.

3. Generate Hotel network reports.

HP HK LTD - Mega-I Advantage Data Center

July 2007 to December 2007

Room 801D, Mega-I Advantage, 399 Chai Wan Road, Chai Wan Hong Kong HKSAR

Helpdesk Engineer Data Center Support

• Perform 24x7(Shift) On-site Duty

• Monitor Servers via Remote Desktop

1. Create Hourly logs of Server conditions

2. Monitor Report Productions of DB Servers.

• Manage Back-up tapes

1. Daily replacement of Backup tapes

2. Off-site to Company Storage

3. Monitor backup processes

• Provide On-site Server Assistance

1. Check for any physical abnormalities

2. Assist on troubleshooting with On-Site Equipment

PRIME CREDIT LIMITED

October 2005 to July 2007

2/F., 187 Castle Peak Road, Yuen Long N.T HKSAR

Customer Service Representative

• Conduct walk-in and phone interviews

• Input and confirm applicant information in the database

• Verify Customer's Documents and Identity

• Print application form and copy customer’s documents

• Attend to Customer Phone Inquiries

• Conduct Telemarketing

AMACC-ER IT Department

February 2005 to April 2005

Marikina City, Philippines

IT Assistant Trainee

• Manage Printing request of Students and Employees

• Troubleshoot PC’s, and manage local networks between computer laboratories.

• Install Operating System and Program Software on Computers

• Assist on the WebCast Class Sessions.

NEW LU’S FOOD PRODUCTS

February 2003 to December 2004

Antipolo City, Philippines

Clerk

• Input Receipts and Delivery Orders

• Assist in Weekly Salary Report of Company Employees

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