EXPERIENCE

DESKTOP ENGINEER III AT EBS DEALING RESOURCES INTERNATIONAL LIMITED /CME GROUP, HONG KONG

JAN 2020 – APRIL 2022

• Act as part of Global Service Desk that providing 1st and 2nd level end user support across various desktop, laptop, Portable device, mobile phones, other voice technology for electronic broker and local network related issues to serve over 3000+ internal users.

• Troubleshoot issues relating to MS Office Applications, VPN, Office Add-ins, Windows Drivers, Skype for Business, MS Teams, EIKON, Reuters Messenger, Bloomberg and other in-house application, printers, telecom system, blackberry, iPhone, Android phone, iPad and redirect unresolved problems to appropriate team.

• Work with support groups like Wintel, Desktop Management, Networks, Unix, Applications team, Vendors and other operations staff as appropriate to determine and resolve problems received from clients.

• Take ownership and lead in getting the appropriate team and vendor to resolve major incident.

• Perform technical support to remote users connecting through, Global Protect and Checkpoint VPN.

• Organization, coordination, and execution of user and equipment moves and new joiner setup. Decommissioning hardware and inventory, software license management

• Documentation of work through a Service-now / Remedy or Jira ticketing tracking system and respond to requests/incidents in person and phone.

• Document detailed Incident Report for all handled Major Incident. Ensure that incidents are closed withing SLA.

• Tracking of equipment through asset management system and handle Mobile, Computers parts related order.

• Maintain and supports in setup, configuration, Troubleshooting of AV related issues and Initiatives in APAC region.

• Assist teams to maintain office server racks for cabling, Server hardware upgrade or network parts installations.

END USER SUPPORT ANALYST AT EBS DEALING RESOURCES INTERNATIONAL LIMITED /NEX GROUP, HONG KONG

JULY 2016 – DEC 2019

• Act as part of Global Service Desk to serve over 1300 internal users worldwide, logging and managing calls from internal staff via telephone, email and Skype for business

• Troubleshoot issues relating to MS Office Applications, VPN, Office Add-ins, Windows Drivers, Skype for Business, EIKON, Reuters Messenger, Bloomberg and other in-house application, printers, telecom system, blackberry and redirect unresolved problems to appropriate team

• Work with support groups like Wintel, Desktop Management, Networks, Unix, Applications team, Vendors and other operations staff as appropriate to determine and resolve problems received from clients.

• All desktop and local network related issues within a large network, including hardware, system build (SCCM), standard and proprietary software (Included Bloomberg and Reuters), printers and telecom/ dealer boarding system, Good, blackberry and redirect problems to appropriate team.

• Providing 1st and 2nd level end user support across various desktop, laptop, Portable device, mobile phones, other voice technology for Electronic broker and local network related issues. Take ownership and lead in getting the appropriate team and vendor to resolve major incident.

• Perform technical support to remote users connecting through Internet, Global Protect and Checkpoint and Citrix global connect VPN.

• Organization, coordination, and execution of user and equipment moves and new joiner setup.

• Documentation of work through a Service-now ticketing tracking system and respond to

requests/incidents in person and phone.

• Document detailed Incident Report for all handled Major Incident.

• Tracking of equipment through asset management system and handle Mobile, Computers parts, software related order.

• Organize Office relocation and IT equipment setup

• Business separation that completed the process of rebuild and migration

DESKTOP/TELEPHONY SUPPORT ENGINEER AT ICAP MANAGEMENT SERVICE HONG KONG LTD, HONG KONG

MARCH 2013 – JUNE 2016

• Providing 1st and 2nd level end user support for trading floor and log work through Service-now ticket tracking system and respond to requests/incidents

in person and phone for APAC region.

• All desktop and local network related issues within a large network, including hardware, system build (SCCM), standard and proprietary software (Included

Bloomberg and Reuters), printers and telecom/ dealer boarding system, Good, blackberry and redirect problems to appropriate team.

• Technical support to remote users connecting via internet Citrix.

• Organization, coordination and execution of user and equipment moves and new joiner setup.

• Tracking of equipment through asset management system.

• Migrate windows 7, blackberry server and dealing board system

COMPUTER SUPPORT ENGINEER AT INTERNET SOLUTION LIMITED, HONG KONG

APRIL 2010 – FEBRUARY 2012

• Filtering in-coming calls, schedule engineer for onsite support or remote clients PC to solve the problem.

• Provide on-site customer support, installation and problem troubleshooting on desktop, laptop, printer and peripherals.

• Set up and install Windows PC, servers, network equipment, applications and provide hardware maintenance and swapping on failed equipment.

• Monitoring E-mail Servers and solve clients e-mail problems.

STORE SUPERVISOR/ TECHNICIAN AT CANADA COMPUTERS, CANADA-ONTARIO MISSISSAUGA & RICHMOND HILL

APRIL 2004 – JULY 2007

Provided fast efficient technical service for our customers on custom build systems, product installation, upgrades and systems repairs, such as: data backup, virus remove system diagnostic, windows installation or repair. Servicing defective products and/or determining RMA products through

functionality testing and diagnosing issues and conducting minor repairs.

EDUCATION

ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT - ITIL 4 EDITION

AUG 2021

NCC INTERNATIONAL ADVANCED DIPLOMA IN COMPUTER STUDIES

JULY 2010

MCITP – ENTERPRISE ADMINISTRATOR ON WINDOWS SERVER 2008

MAY 2009

MCITP – SERVER ADMINISTRATOR ON WINDOWS SERVER 2008

MCTS - DEPLOYING & MAINTAINING WINDOWS VISTA AND 2007 MICROSOFT OFFICE SYSTEM DESKTOPS

MCTS – MICROSOFT WINDOWS SERVER 2008 APPLICATIONS INFRASTRUCTURE CONFIGURING

MCTS – MICROSOFT WINDOWS SERVER 2008 ACTIVE DIRECTORY CONFIGURING

MCTS – MICROSOFT WINDOWS VISTA CLIENT CONFIGURATION

MCTS – MICROSOFT WINDOWS SERVER 2008 NETWORK INFRASTRUCTURE CONFIGURING

REGISTERED HOLISTIC NUTRITIONIST DIPLOMA / CANADIAN SCHOOL OF NATURAL NUTRITION (CSNN) SCARBOROUGH. CANADA

SEPTEMBER 2005 – JUNE 2007

CITY & GUILDS INFORMATION TECHNOLOGY CERTIFICATE / HONG KONG COLLEGE OF TECHNOLOGY(MONGKOK) H.K

SEPTEMBER 2000 – JUNE 2002

KEY SKILLS

MS Windows Server 2003/2008/2012 Active Directory

Bloomberg, Reuters Eikon

MS Office 2007 to 365 admin, MS Teams, OneDrive & SharePoint, MS Exchange Server

Blackberry Work / Access /Enterprise / MDM (MobileIron)

Android/ IOS/ iPad

Cisco / Checkpoint/ Global Protect VPN

Symantec VIP / Duo Mobile

Symantec Endpoint protection

VMware vSphere

Mimecast / Okta

Cisco IP Phone (HW and SW) / VOIP

Service Now / Jira / BMC Remedy

Local Profile and/or Roaming Profile troubleshooting

Cisco Webex / Zoom Conferencing

MS Windows 7/10/11

Beyond Trust Remote Support

Netskope / Carbon Black

Citrix Director /Citrix XenApp

Google Workspace

SCCM

VINCENT HUI

DESKTOP SUPPORT ENGINNER

PROFILE

IT Professional with over 10 years of work experience specializing in Desktop/Telephony/Helpdesk Support with 4 years in trading floor environment. I can implement effective support at local and globally. Hardworking, punctual and responsible for end users and good relationship with vendors. Also experienced in supporting high ranking users like Managing Directors, CEOs, Board of Directors and VIPs. Which enables me to complete any tasks on time.

CONTACT

adsrh3@r.postjobfree.com

https://www.linkedin.com/in/vh0217/

647-***-****

33 Singer Crt, North York

Ontario. M2K 0B4

LANGUAGES

English, Cantonese and Mandarin

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