Alvin, Lam Yiu Sing

Job Duty:

• Delivering a client-focused service experience to internal users in a professional and timely manner in both a trading and non-trading environment.
• Host customer training and education sessions on new technology products and initiatives.
• Documentation drafting for repeating / complicated issues
• Provide general technology support via walk-up desk and Tech booth while building relationships with clients
• Event support duties in office, hotels and meeting rooms
• Working with Service Teams, Backend Team, Vendors and other technology teams to deliver continual service improvement and ensure business requirements are being met.
• Build and deploy PCs and Laptops, including asset management duties.
• Providing high level support of the Microsoft Office 365.
• Enroll BYOD & Corp devices with both IOS and Android clients
• Basic troubleshooting on Market Data applications such as Bloomberg, Reuters, Factset.
• After hours/weekend support occasionally (power downs, business continuity testing, software releases, floor moves.)

Supporting Area:

• Macquarie Group HK Office
• Size: 400+ users locally

Job Duty:

• Response to users' inquiries and provided technical assistance over phone, remotely and in person globally.
• Creating user accounts and assigned permissions for new hires through Active Directory and related portals.
• Install, configure and maintain operating systems, applications and network connections.
• Diagnosing and troubleshooting hardware, software, VMs and network issues.
• UAT testing on application updates and new applications onboarding
• Maintain IT hardware inventory (Goods receiving, ordering, decommissioning)
• Supporting and arranging moves (users desk, office site)
• Documenting issues and resolutions
• Setup and Configuring video conferencing (meeting rooms) / Telephony (Avaya, Jabra Headsets)

Supporting Area:

• Davidson Kempner HK Office (Onsite), Other Regional Offices (US, London, SZ, HK, Mumbai, etc.) (Remote)
• Size: 40 users locally & 500+ globally

Job Duty:

• Provide Level 1 and Level 2 support at HK Office
• Complete project tasks as instructed by regional hub or headquarters
• Actively build on IT and communication skills to improve skill set and effectiveness
• Monitoring systems globally during core hours ("Help" Requests, Alerts, Zoom Call Recording Platform)
• Coordinate & Manage Vendor Support (Printers, Cisco Phones, Bloomberg)
• Handling Mobile Device Management requests, including device ordering, setup, configration (Mobileiron, DUO)

Supporting Area:

• Viking Global HK Office (Onsite), Other Regional Offices (Remote)
• Size: 10 users locally & 300+ globally (remote)

Job Duty:

• Work as part of a team yet capable enough to troubleshoot technical problems independently
• Manage problem resolution to a satisfactory completion by keeping abreast of assigned tickets and following the proper escalation procedures.
• Manage Client expectations in terms of complex problem resolution times.
• Manage and coordinate both simple and complex hardware/software deployments.
• Daily support of a very active, fast-paced, high volume, diverse trading environment
• Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephone, and turrets (Cisco Phones, Citrix Workspace, Office 2016/365, Windows 10, MDM, MobileIron for IOS & Android)
• Frontline Support for all Desktop Software (Reuters, Bloomberg, etc.)
• Coordinate & Manage Vendor Support

Supporting Area:

• Fixed Income Department & Institutional Equities Department (500+ Users)

Job Duty:

• Work as a key member in APAC team, not only responsible for the main onsite support in Hong Kong, and also work as 1st level support of the Global /Regional service Desk
• Responsible for maintain, update and provide IT Asset records, IT support log, system operation log, hardware assessment inventory etc. in Hong Kong;
• Ensure an effective IT service are delivered to support day-to-day running for business, and make sure the high customer satisfaction
• Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephone, and turrets (Cisco Phones, Citrix Workspace, Office 2016/365, Windows 10, MDM, MobileIron for IOS & Android)
• Frontline Support for all Desktop Software (Reuters, Bloomberg, etc.)
• Regularly report the IT operation status to the manager and share the experience to APAC team
• Coordinate the IT projects, provide necessary support for the project implementation in local and Region

Supporting Area:

• Investment Banking Department, Private Wealth Management, Research (APAC) ,etc. (1000+ Users)

Project Established:

Summer Program (Program Operator):

• Project planning and providing instructions to the engineer from the preparation stage, users onboarding, to daily arrangements throughout the program.

Software Migration Project (CDMNext migration & Eikon migration):

• Assist manager to arrange software bundle onboarding/creation.
• Responsible for maintain, update and provide status update reports to managers and counterparties in APAC.
• Provide necessary support for the project implementation in local and Region
• Coordinate with vendor for software troubleshooting

Job Duty:

• Installation, Movement, Addition or Change of new or existing end user device hardware/software component.
• Provide and maintain warranty/maintenance documentation for Assets
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.

Supporting Area:

• All departments within the firm, especially in HK Office and visitors from APAC. (1000+ Users)

Project Established (Summer Program):

• Assist business unit support specialist throughout a 5 months Summer Program.
• Physical setup and goods receiving on preparation stage for around 100 users independently
• Standby and troubleshooting during the program
• Dismantle and documentations after the program

Job Duty:

• Install, organize, test, maintain, check and troubleshoot end user's corporate devices and personal devices with firm license imported
• Troubleshooting remote functions on local and personal machines
• Coordinate with related teams to fulfill hardware and software requests
• Apple, Android and Blackberry handheld devices, RSA, Blackberry UEM, MobileIron, BYOD

Supporting Area:

• All departments within the firm, especially in HK Office and visitors from APAC. (1000+ Users)

Corporate iPhone migration project:

• Assist manager to arrange classroom training session for users on device setup and function explanation.