Coleman Yue
Hong Kong
Summary
Results-driven L2 Helpdesk Support Engineer skilled in incident management and hardware troubleshooting. Strong leadership and multitasking abilities enhance team performance and ensure service level compliance. Focused on delivering innovative solutions that maintain operational continuity and elevate customer satisfaction.
Overview
30
30
years of professional experience
Work History
L2 Helpdesk Support Engineer
Tata Consultancy Services
Hong Kong
11.2025 - Current
- Delivered SLA-based IT services for Ageas Regional Hong Kong Offices, ensuring timely resolution of support issues.
- Provide L2 support for escalated tickets from L1 that require advanced technical expertise and troubleshooting skills.
- Acted as an escalation point for critical issues and coordinated with the client local IT Director and IT department for L3 support.
- Resolved complex and high-priority support issues by applying expert-level knowledge and critical decision-making skills.
- Assist with the implementation and rollout of new technologies and services.
- Managed daily operations of Helpdesk team, achieving compliance with SLAs and KPIs.
- Develop and implement Helpdesk policies, processes, and procedures to optimize team performance and customer satisfaction.
- Monitor and report on Helpdesk metrics, such as ticket volume, resolution time, and customer satisfaction.
- Conducted performance reviews, coached team members, and identified training needs to enhance team capabilities.
- Participated in IT strategy and planning meetings to align Helpdesk activities with overall business objectives.
- Ensure proactive risk identification and mitigation as part of Operational Risk Management.
- Assisted in executing planned maintenance activities during weekends to ensure system stability.
Officer - Infrastructure Intermediate Technology Analyst
Citi
Hong Kong
07.2021 - 10.2025
- Acted as second level IT support to the Premium Client Service Center (PCSC) within the Hong Kong High Touch Desktop Support team.
- Resolved end user IT issues while building, servicing, and maintaining desktop and laptop computers, providing comprehensive support for remote/mobile devices across various BYOD platforms.
- The environment is actively managed leveraging reports, tracking KRIs and performing remediation and proactive maintenance.
- Utilized infrastructure technology knowledge and identified policies to process data, resolve issues, and execute administrative tasks.
- Resolved moderately complex problems through analysis and technical experience.
- Created and executed test scripts, evaluating results to identify enhancements during testing activities.
- Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements
- Collect and organize requirements for hardware acquisition and deployment activities
- Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports
- Assist in systems implementation/enhancements and post implementation activities
- Reach solutions through technical experience and precedents
- Exchange ideas and information in a concise and clear manner
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgment and autonomy.
- Guided senior stakeholders and team members on project requirements and best practices as a subject matter expert.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Assistant Vice President
CCB International Holding Limited
Hong Kong
12.2014 - 07.2021
- Provided L1 & L2 technical support on LAN and WAN; liaised with infrastructure team on change projects.
- Supported end users on IT matters, including workstations, MS Office, Outlook, Java, and Citrix desktop; defined action plans with stakeholders to improve issues management processes and followed up on implementation.
- In the event of a major incident, ensure the global management of the issue and ensure communication with the Help Desk and users.
- Monitoring of critical applications and servers performance
- Ensure daily operations batch runs for critical application are completed, liaise with data center and head office to investigate and solve for batch and technical issues
- Upgraded existing hardware and software for headquarters operations.
- Provided video conferencing support for various events, including outdoor IPO events.
End User Support Specialist
DELL
Hong Kong
05.2014 - 12.2014
- Provide professional SLA based IT services for the General Electric company Hong Kong Offices in varies locations. Ensure their business operation is stay online all the time.
- Handle Hardware Warranty Support escalations between Customer and Dell
- Identifies risks and develops solutions for Client tasks
- Coordinate Hot Swap hardware deployment and return for repair
- Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
- Handle several projects simultaneously
- Uses independent discretion and decision making to assess and deliver technical solutions
- A highly skilled specialist who contributes to the development of concepts and techniques; completes complex tasks in creative and effective ways
- Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues; makes recommendations for new procedures
Desktop Support Engineer
Karin Technology Holding Limited
Hong Kong
10.2013 - 04.2014
- Provide premier services for HSBC trading floor users in Office and remote locations with technical support of desktop computers, applications and related technology. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. Employee will also assist in the maintenance and testing of network servers, and associated equipment.
- Assist user with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
- Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
- Implement the Windows 7 migration for all the trading floors users, and support them after the projects.
Technology Support Analyst
LIM Advisors Limited
Hong Kong
03.2013 - 10.2013
- Help Desk support:
- - Regular maintenance support on server and workstation platform
- - Supporting the user issue and request
- - Supporting the user mobility via VPN and Blackberry
- - Security on our user permission access
- - Security on our Firewall
- Infrastructure:
- - Understand and support disaster recovery plans, tests and execution
- - Maintain the data sync between our office to DR site
- - Help update and manage the “Run Book”
- - Support hardware replacement
- Business Applications
- -Support upgrade projects for other software: Trade platform, back office platform, accounting, CRM, data, record Management.
- - Understand how each product fits into LIM’s business processes
- - Support users as needed to maximize value of these systems
- - Assist market research on alternative solutions
Senior Application Support Engineer
Thomson Reuters
Hong Kong
02.2011 - 02.2013
- Primary focus on Asian exchanges also include working on exchanges from US or EMEA
- Provide the internal 3rd level support for TRDFD products across Asia PAC
- Acting the escalated the issues for others team members, such as Business Analyst and Developers
- Periodically provide the Quality Assurance Services for applications level
- Report , document and track software issues.
Technical Operation Officer
Fuji-Xerox (Hong Kong) Ltd.
Hong Kong
10.2007 - 02.2011
- Provide SLA services in “Goldman Sachs LLC” all printing services for my company MFD and faxes devices.
- Leading the print queue management for all internal users printing trouble-shooting.
- Provide the users with the high level of the document management concept and consulting.
- Standardized the document scanning account for all departments
- Recommendation of the printing solutions for individual department users need.
- Involve all the printing hardware relocation projects period time to time.
- Co-operate with the “Goldman Sachs” IT Teams of technology project at Asia Regions services, Include China , Japan, Singapore Korea, Bangalore and Mumbai Offices.
End User Support Analyst
Deutsche Bank Hong Kong
Hong Kong
06.2005 - 08.2007
- Provide intensive supporting Research, Legal & Compliance department for all users, We also perform the helpdesk services using the “Remedy System” to support about 800 users included non-trading & trading floor users issues. In addition, software installation and hardware trouble-shooting and deployment.
- Co-ordinate the in-house user relocation project within the bank shuffle
- Provide training materials for some remote users of outside banking applications
- Response supporting the VC & Audio conferencing for all users required.
- Selected Contributions:
- Developed & maintain the local knowledge base for the team members for daily supporting.
- Migrate the new windows XP2 services patches for all mobile users and the desktops within two months
- Re-redeveloped the new helpdesk model for the team to enhancing the supporting efficient
- Handled 30+ technical/mission-critical calls daily and consistently met high service standards
Network Administrator
Smoby (Hong Kong) Ltd.
Hong Kong
08.2004 - 10.2004
- Supporting and ensure the company networking, security operation for all IT related issues in Hong Kong & China branch offices.
- Upgrade and maintain all the servers, include e-mail server, PDC , DNS server
- Provide as the helpdesk for all internal users trouble-shooting of hardware & software.
- Selected Contributions:
- Implemented of the firewall infrastructure concept in all offices network
- Re-configuration all the users e-mail account at the “Linux e-mail server”
- Setup the VPN network between Hong Kong and China Offices link
- Supporting and ensure the company networking, security operation for all IT related issues in Hong Kong & China branch offices.
- Upgrade and maintain all the servers, include e-mail server, PDC , DNS server
- Provide as the helpdesk for all internal users trouble-shooting of hardware & software.
- Selected Contributions:
- Implemented of the firewall infrastructure concept in all offices network
- Re-configuration all the users e-mail account at the “Linux e-mail server”
- Setup the VPN network between Hong Kong and China Offices link
System Administrator
MK Electric China Ltd.
Hong Kong
04.2000 - 02.2004
- Maintain the network and hardware for daily operation to highly efficient
- Provide daily supporting for all users in Hong Kong & China regions
- Maintain the server farm of Wintel & Notes Domino Server running smoothly at daily basic
- Provide training of in-house applications for all users required.
- Evaluated the cost of saving for printing devices and solutions.
- Quarterly the head offices in Singapore of yearly IT budgets
- Selected Contributions:
- Implementation of IP VPN communications from HK to all China regions branch offices.
- Design & implement security process and procedures with the group IT policy guideline
- Implemented the latest technology firewall hardware & software in Asia Pac offices
Senior User Support Officer
Dah Chong Hong Ltd.
Hong Kong
02.1996 - 03.2000
- Provide users & technical support for the subsidiary office in Hong Kong areas
- Acting the team leader for groups of 4 teammates doing supporting role of daily basic
- Supporting company annual conference meeting presentation materials at outside activities.
- Evaluate the hardware & software for in-house programming team for further developments
- Selected Contributions:
- Setup the new standard of the SLA for internal users & eternal vendors guideline
- Gradually extended the primary helpdesk system for IT supporting role for all members.
- Extended the service time at after offices hours
Education
Advanced Diploma - Computer and Information Security
HKU SPACE
Hong Kong11.2020
Support Certificate - Microcomputer Computer Support
TAFE NSW
Australia07.1993
MCSE -
Microsoft
03.2006
Lotus Domino System Administrator -
IBM
12.2007
Skills
- Helpdesk operations
- Incident management
- Azure administration
- Hardware support
- TCP/IP
- Hardware troubleshooting
- Hardware diagnostics
- Laptop servicing
- Microsoft Office (M365)
- Ability to Multitask
- Customer Service Skills
- Team Player
- Leadership
- SOP development
- Communication Skills
- Communication excellence
- Ability to Work in a Team
Hobbies and Interests
- Hong Kong Badminton Association Member 1988-1990
- Australia Badminton Club of NSW (Taren Point Suburb) Member 1993-1995
- The Scout Association of Hong Kong (Ho Man Tin District) Member 1988-1991
- 2nd Kowloon Sea Scout Group Instructor 1989-1991
- Lion Club (LEO) of Hong Kong (Kwun Tong District) 2nd vice-chairman 1989-1999
Languages
- English
- Mandarin
- Cantonese
Timeline
L2 Helpdesk Support Engineer
Tata Consultancy Services
11.2025 - Current
Officer - Infrastructure Intermediate Technology Analyst
Citi
07.2021 - 10.2025
Assistant Vice President
CCB International Holding Limited
12.2014 - 07.2021
End User Support Specialist
DELL
05.2014 - 12.2014
Desktop Support Engineer
Karin Technology Holding Limited
10.2013 - 04.2014
Technology Support Analyst
LIM Advisors Limited
03.2013 - 10.2013
Senior Application Support Engineer
Thomson Reuters
02.2011 - 02.2013
Technical Operation Officer
Fuji-Xerox (Hong Kong) Ltd.
10.2007 - 02.2011
End User Support Analyst
Deutsche Bank Hong Kong
06.2005 - 08.2007
Network Administrator
Smoby (Hong Kong) Ltd.
08.2004 - 10.2004
System Administrator
MK Electric China Ltd.
04.2000 - 02.2004
Senior User Support Officer
Dah Chong Hong Ltd.
02.1996 - 03.2000
Advanced Diploma - Computer and Information Security
HKU SPACE
Support Certificate - Microcomputer Computer Support
TAFE NSW
MCSE -
Microsoft
Lotus Domino System Administrator -
IBM