Ray Leung
User Support
Hong Kong
Summary
- Higher Diploma in Network Applications
- 20+ years experience in system /infrastructure/helpdesk support
- Hands-on experience in MS Windows Servers 2003/2008/2012, Microsoft Active Directory and Microsoft Azure
- Hands-on experience in Group Policies management and Exchange Server
- Hands-on experience in MS Office 365, Windows 10/8/XP, Anti Virus and backup solutions
- Hands-on experience with end-users support
- Good experience on mobile device support
- Experience in Cisco router, switches configuration
- Experience in IP Phone and Video Conference supports
- Availability: 1 month (negotiable)
- Current Salary: $33,344 x 12 months
- Expected Salary: $39,000 x 12 months
Overview
22
22
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
User Support Engineer
Hassell Limited
11.2021 - 11.2023
- Report to Service Desk Leader
- Support IT day-to-day functionality and efficiency
- Identifies, manage and resolve IT issues in a timely manner
- Provides IT support for desktops, laptops, printer and peripherals
- Active Directory accounts administration
- Prepare Desktop/Laptops for new joiners and existing employees
- Employee Onboarding/Offboard IT support
- Works as a Global IT support team member to support other overseas offices
- Deliver group projects successfully on time
- Responds to users requests effectively and communicates with them to address issues
- IT inventory regular checking
- To update user access for given IT applications for new and current employees
Desktop Administrator
Shangri-La International Hotel Management Limited
04.2019 - 11.2021
- Report to IT Infrastructure Manager
- Provide technical support of the IT Infrastructure in the Corporate Office
- which includes: Office 365 troubleshoot, Video Conferencing, helpdesk, computers hardware/software support, computer imaging
- Support on ~400 internal Headquarter users
- Provide Level 2 support for ~100 hotels worldwide
- Support requests through IT ticketing system, Email, MS Teams and Helpdesk Hotline
- Active Directory accounts, email administration and users access rights administration
- Office 365 administration
- IT inventory regular checking
- Mobile devices support
- Support Internal applications and users access rights administration
- Handle Onboard/Offboarding procedures
- Work closely with System Administration team and Info Security team for daily support
System Administrator
Travelzoo Asia Pacific
08.2015 - 04.2019
- Report to Head of Corporate System who is based in London
- Work independently to Troubleshoot and resolve users hardware and software problems
- The only System Administrator to supports Travelzoo Asia Offices users
- Support users through remote tools like Team viewer, remote desktop
- Administration on Active Directory and Group Policy, Domain controller roles and features, E-Mail servers.
- Windows Servers Maintenance, patch updates and security check
- Support Internal applications support and users access rights administration
- Support Microsoft Office applications such as Office 365, 2010
- Deploy new computers using Microsoft System Center
- Perform system backups and recovery procedures
- Mobile devices support
- Provide IT orientation to new joiners
- External IT vendor’s management and IT Budget planning
- Travel to Travelzoo Asia Pacific offices occasionally ensure stability of IT facilities.
System Administrator
Samvo Hong Kong Limited
10.2014 - 08.2015
- Report to Head of IT
- Provide high standard of support and diagnose fault ticket quickly and efficient
- Provide technical support for MS products include MS office, Outlook, windows 7 and XP
- Assist in hardware / networking / software monitoring, maintenance, deployment and support
- Manage the Administration on Active Directory, Exchange Server, SharePoint, and helpdesk
- Monitor and maintain the stability of IT facilities, network and infrastructure between Hong Kong, Shenzhen and London Office.
- Travel to Shenzhen Office occasionally to ensure stability of IT facilities.
IT Officer
CMA CGM (Hong Kong) Limited
06.2013 - 10.2014
- Report to IT director
- Responsible for the maintenance, administration and support of local networks and servers
- Support 300 local users
- Provide technical support for MS products include MS office, Outlook, windows 7 and XP
- Assist in hardware / networking / software monitoring, maintenance, deployment and support
- Cisco IP Phone Support
- Deploy group IT projects
Senior Technician
China Mobile Hong Kong Limited
08.2001 - 03.2013
- Report to Network Administrator and Data Network Manager
- Provide technical support to internal users and 46 Hong Kong outlets and also identify root cause
- Assist in hardware/networking/software monitoring, maintenance, deployment and support
- Support daily office wired and wireless network
- Administrate and monitor MS Active Directory and Exchange servers, Anti Virus Servers, Printing Servers and backup servers
- Support outlets Cisco routers
- Assist inhouse software deployment
- Maintain IT equipment inventory
- Administrating outlet network daily operations
Education
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Hong Kong Institute of Vocational Education, Higher Diploma in Network Applications
09.2012 - 07.2013
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Hong Kong Institute of Vocational Education, Diploma in Network Applications
09.1999 - 07.2001
Skills
Language: English
Language: Cantonese
Language: Mandarin
User supports
Windows Server Administration
Windows 10/8/7 Support
Office 365 Supports
Cisco Routers and switches
Mobile Devices
IP Phone, VC solutions
Troubleshooting skills
Application installations
Help Desk Support
Certification
Microsoft Certified Systems Engineer (MCSE)
Timeline
Microsoft Azure Fundamentals AZ-900
11-2024
User Support Engineer
Hassell Limited
11.2021 - 11.2023
Desktop Administrator
Shangri-La International Hotel Management Limited
04.2019 - 11.2021
System Administrator
Travelzoo Asia Pacific
08.2015 - 04.2019
System Administrator
Samvo Hong Kong Limited
10.2014 - 08.2015
IT Officer
CMA CGM (Hong Kong) Limited
06.2013 - 10.2014
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Hong Kong Institute of Vocational Education, Higher Diploma in Network Applications
09.2012 - 07.2013
Microsoft Certified Systems Engineer (MCSE)
01-2008
Microsoft Certified System Administrator (MCSA)
01-2008
Funding Scheme for Workplace English Training: Upper-Intermediate Level in BULATS
02-2002
Senior Technician
China Mobile Hong Kong Limited
08.2001 - 03.2013
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Hong Kong Institute of Vocational Education, Diploma in Network Applications
09.1999 - 07.2001
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