HO WING MAN
FLAT 1705, BLOCK 48, HENG FA CHUEN, HONG KONG
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Contract Helpdesk Specialist
Swing Consulting Limited
5 2024 - Current
- Streamlined helpdesk operations by developing standard operating procedures and implementing ticketing systems.
- Developed comprehensive knowledge base articles, enabling users to resolve issues independently and reducing helpdesk workload.
- Trained end-users on best practices for computer usage, reducing frequency of helpdesk requests significantly.
- Remote to troubleshoot user request and problems
- Prepare daily and monthly reports for department heads
- Assessed client needs through thorough questioning techniques before initiating troubleshooting procedures or escalating issues further up chain of command.
- Implemented ticket prioritization system, enabling faster response times for high-priority issues.
Contract Helpdesk Support Engineer
Swing Consulting Limited
05.2023 - 05.2024
- Prepared daily and monthly reports for department heads
- Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Supported organizational growth by onboarding new employees with appropriate IT resources, training materials, and system access permissions.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
- Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Communicated with clients to verify roots and causes of computer problems.
Management Trainee
Golden Luck Enterprise Limited
2 2022 - 4 2023
- Coordinated logistics operations including shipping schedules and transportation arrangements, ensuring timely delivery of goods to customers or partners.
- Implemented cost-saving measures through efficient resource allocation, reducing operational expenses without compromising quality.
- Implemented quality control measures across all aspects of organization's operations, ensuring consistent delivery of high-quality products or services.
- Handled customer or client questions via telephone or email.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Assisted in financial tasks such as invoicing, budget tracking, and expense report processing for optimal fiscal management.
Service Desk Specialist
Elle Consulting Limited
08.2020 - 08.2021
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for team.
- Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
- Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.
- Enhanced team productivity by effectively delegating tasks and managing workload distribution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Researched and identified solutions to technical problems.
Contract IT Assistant
Government Logistics Department
09.2015 - 01.2020
- Managed hardware inventory, ensuring timely replacements or repairs of faulty equipment to minimize downtime.
- Established strong relationships with clients by consistently delivering high-quality support and demonstrating genuine commitment to their success.
- Collaborated with IT team members to identify recurring problems and develop long-term fixes.
- Generated reports detailing findings and recommendations.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Data Centre Operation Back End Support
Ericsson Limited
08.2013 - 02.2014
- Improved data center efficiency by monitoring and maintaining optimal environmental conditions
- Reduced downtime during maintenance periods by implementing efficient change management procedures
- Ensured continuous uptime for critical systems through routine equipment checks and proactive maintenance
- Assisted in creating detailed documentation for all aspects of facility's infrastructure and procedures, promoting consistency across team members'' work routines
- Mitigated risk of data loss, conducting timely backups and disaster recovery exercises
Computer Technician
Hong Kong Central Library
02.2013 - 07.2013
- Assisted customers with technical support inquiries
- Maintained office PCs, networks and mobile devices
- Handled customer or client questions via telephone or counter.
- Responded to booking system for computer related resources
- Maintained office organized and sanitized
- Assisting in ad-hoc tasks.
Private Tutor
Christian Action
10.2011 - 07.2012
- Evaluated available resources like textbooks or online materials to select the most relevant ones for each individual session
- Supported students with helpful study habits
- Used flashcards and other techniques to test and improve memory through practiced information retrieval
Bookstore Assistant
Swindon
01.2011 - 08.2011
- Collaborated with team members to ensure smooth daily operations, fostering a cohesive work environment
- Streamlined inventory management by conducting regular audits and maintaining accurate records
- Maintained an up-to-date knowledge of industry trends, allowing for informed recommendations to customers seeking new reads
- Facilitated the processing of special orders, ensuring timely delivery and customer satisfaction
- Assisted customers with locating books and other materials in store
- Built customer loyalty and retention by delivering excellent shopping experiences
General Services Assistant
Pamela Youde Nethersole Eastern Hospital
02.2009 - 05.2010
- Contributed to team efforts by cross-training in multiple departments, increasing overall operational flexibility
- Reduced wait times for patients with effective scheduling of appointments and coordination of staff schedules
- Facilitated smooth communication between departments with timely and precise delivery of messages, documents, and reports
- Contributed to a positive hospital environment by greeting patients, addressing concerns, and directing inquiries to appropriate personnel
- Managed appointment scheduling system effectively while avoiding double-bookings or significant delays for patients
Library Assistant
Lockhart Road Public Library
05.2006 - 08.2007
- Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks
- Collected and processed fines on overdue library materials
- Organized library shelves, materials and equipment in clear order
- Created welcoming and comfortable space by keeping library clean and organized
Education
Bachelor of Science (Honours) Business Information Technology -
Coventry University (City University of Hong Kong)
01.2011 - 04.2012
Higher Diploma in Corporate Management and Business Information Systems -
School of Continuing And Professional Studies - The Chinese University of Hong Kong
01.2006 - 04.2008
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XianDai College
01.2004 - 04.2006
Skills
System Maintenance
undefinedAvailability
One Month Notice
Personal Information
Expected Salary: 27K
Timeline
Contract Helpdesk Support Engineer
Swing Consulting Limited
05.2023 - 05.2024
Service Desk Specialist
Elle Consulting Limited
08.2020 - 08.2021
Contract IT Assistant
Government Logistics Department
09.2015 - 01.2020
Data Centre Operation Back End Support
Ericsson Limited
08.2013 - 02.2014
Computer Technician
Hong Kong Central Library
02.2013 - 07.2013
Private Tutor
Christian Action
10.2011 - 07.2012
Bookstore Assistant
Swindon
01.2011 - 08.2011
Bachelor of Science (Honours) Business Information Technology -
Coventry University (City University of Hong Kong)
01.2011 - 04.2012
General Services Assistant
Pamela Youde Nethersole Eastern Hospital
02.2009 - 05.2010
Library Assistant
Lockhart Road Public Library
05.2006 - 08.2007
Higher Diploma in Corporate Management and Business Information Systems -
School of Continuing And Professional Studies - The Chinese University of Hong Kong
01.2006 - 04.2008
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XianDai College
01.2004 - 04.2006
Contract Helpdesk Specialist
Swing Consulting Limited
5 2024 - Current
Management Trainee
Golden Luck Enterprise Limited
2 2022 - 4 2023
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