Desktop support engineer
Resume:
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
******@*****.***
https://www.linkedin.com/in/vh0217/
33 Singer Crt, North York
Ontario. M2K 0B4
LANGUAGES
English, Cantonese and Mandarin
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