Cyril SY Ng
IT Support Specialist
Hong Kong
Summary
I have served Big 4 audit firm PwC Hong Kong for almost 17 years, I have provided my expertise to firm partner and normal user with excellent relationship management and technical assistance. My leadership in IT support from daily onsite or remote support combined with a talent for fostering teamwork and collaboration, drove substantial improvements in service delivery and operational efficiency. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Principal Support Specialist
PwC Hong Kong
10.2018 - 07.2024
- Managed over 30+ prestige partner accounts from daily IT trouble shooting or enquiry.
- Deskside support MS Windows, MS Office 365, MS Outlook, MS Teams, Zoom thus in-house audit softwares.
- Oversee IT support counters resource with staff roster assignment
- Event support in house or offsite event with resources allocation.
- Execute special IT tasks for irregular IT project (ie; Government or audit purpose) on laptop configuration such network restrictions.
- Emergency support on off hours roster basis.
- Managed Mobility (MDM) service client side installation and account services.
- Monitored systems in operation and quickly troubleshot errors or further escalation on IT incident.
- Championed customer feedback initiatives that informed product improvements and feature enhancements over time.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering an overall capabilities of the support unit.
- Boosted user confidence in firm products through consistent provision of accurate information during interactions.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Reduced downtime for users by proactively identifying potential system vulnerabilities and implementing corrective measures.
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously.
- Communicated with users to verify roots and causes of computer problems.
Principal Systems Specialist
PwC Hong Kong
10.2016 - 09.2018
- Launched new cost saving video conference solution successful that drove firm awareness among top management.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Monitored video conference industry trends to adapt strategies accordingly.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
- Installed, configured, tested and maintained video conference systems, application software, and system management tools.
- Prepared documentation on policies and procedures for video conference system.
- Reduced downtime with proactive maintenance and routine system checks.
- Managed vendor relationships effectively, negotiating contracts and monitoring service delivery to ensure optimal support conditions were maintained.
- Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
Senior Systems Specialist
PwC Hong Kong
10.2015 - 09.2016
- Ensure service up 95% time on all video conference connections.
- Installed, configured, tested and maintained video conference systems, application software, and system management tools.
- Maintained up-to-date knowledge of office technology industry trends and best practices through research and ongoing professional development activities.
- Managed vendor relationships, ensuring timely delivery of products and services while maintaining cost-effectiveness.
- Streamlined IT support processes by establishing efficient ticketing systems and prioritizing critical issues effectively.
- Evaluated emerging technologies to determine their potential benefits in improving current systems or resolving existing challenges.
- Developed strong working relationships with key business partners by providing exceptional customer service and technical expertise.
Systems Specialist
PwC Hong Kong
10.2014 - 09.2015
- Handle video conference booking and assignment to support team.
- Reduced downtime with proactive maintenance and routine system checks.
- Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
- Delivered end-user training sessions to ensure proper utilization of systems and maximize productivity gains.
- Collaborated with stakeholders to enhance video conference system utilization and efficiency by customizing business processes.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Support Specialist
PwC Hong Kong
10.2012 - 09.2014
- Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
- Provided remote support to offsite employees, ensuring seamless access to company resources regardless of location.
- Supported Windows, MS Office and Lotus Notes.
- Troubleshot problems or issues with desktops and laptops.
- Deployed new hardware and software to end-users, streamlining business processes and increasing efficiency.
- Assisted end-users with conference room equipment setup and operation.
- Configured hardware, devices, and software to set up work stations for employees.
Systems Engineer
PwC Hong Kong
12.2007 - 09.2012
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Walked individuals through basic troubleshooting tasks.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Assisted end-users with conference room equipment setup and operation.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
Education
Certificate - Sales And Marketing Education
The Hong Kong Polytechnic University
Hong Kong 04.2001 -
Certificate - Digital Arts
Center of Digital Imaging And Sound
Vancounver, B.C. Canada 04.2001 -
Certificate - Desktop Publishing
British Columbia Institute of Technology
Burnaby, B.C., Canada 04.2001 -
Bachelor of Arts - Economics
University of British Columbia
Vancouver, B.C., Canada 04.2001 -
High School Diploma -
Cowichan Secondary School
Cowichan, B.C., Canada 04.2001 -
Skills
Customer Relationship Management
Remote Support
Ticket management
Support Services
Call Management
Application support
Technical assistance
Mobile Device Support
Hardware troubleshooting
Knowledge management
Training and coaching
Helpdesk operations
Operating System Knowledge
Service Desk Operations
Escalation Handling
Multitasking
Microsoft Windows and Office
Customer service expert
Teamwork and Collaboration
Desktop support
Mac systems
Accomplishments
- Rollout Office 365 with cloud services such sharepoint and OneDrive.
- Migrated IBM Lotus Notes by introducing MS Outlook with achieved email migrated to Outlook task.
- Windows 11 and 10 deployment over 1000 users in Hong Kong with automation and handled around 10% devices with manual upgraded which has error on automation.
- Rollout mobility (MDM) solution Mobileiron to over 1000 users in Hong Kong with self installation guide provided and handled 10% of prestige partner with onsite installation.
- Multiple years on large scale event support at Macau Venetian for over 1500 partners.
- Laptop replacement every year to maintain 3 years retirement practice.
- Rollout new video conference solution with Zoom across Hong Kong and China offices and saved million of cost to firm.
- Upgraded 50 video conference system with Cisco and Polycom across CNHK offices.
- Support over few hundreds staffs office relocation from Central to Kwun Tong.
Certification
ITIL v3
Languages
Chinese (Cantonese)
Native language
English
Advanced
C1
Chinese (Mandarin)
Upper intermediate
B2
Timeline
Principal Support Specialist
PwC Hong Kong
10.2018 - 07.2024
ITIL v3
06-2017
Principal Systems Specialist
PwC Hong Kong
10.2016 - 09.2018
Senior Systems Specialist
PwC Hong Kong
10.2015 - 09.2016
Systems Specialist
PwC Hong Kong
10.2014 - 09.2015
Support Specialist
PwC Hong Kong
10.2012 - 09.2014
Systems Engineer
PwC Hong Kong
12.2007 - 09.2012
Certificate - Sales And Marketing Education
The Hong Kong Polytechnic University
04.2001 -
Certificate - Digital Arts
Center of Digital Imaging And Sound
04.2001 -
Certificate - Desktop Publishing
British Columbia Institute of Technology
04.2001 -
Bachelor of Arts - Economics
University of British Columbia
04.2001 -
High School Diploma -
Cowichan Secondary School
04.2001 -
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