Accomplished IT Computing Support Technician

Serial No: 10872
Skills keywords: 
Current location:  United Kingdom - View on map
Nationality: Chinese
Spoken languages: chinese, english

Career Achievements

 Solving 100% of IT technical issues and improving customer service satisfaction from 83.6% to 98.4%

 Successfully establishing a H3G IT self helpdesk based on more than 70 practical IT cases

Professional Competencies

 PC expertise and IT support  Network & programming skills

 Cyber security  Managed service

 Service delivery  Managing / maintaining desktops, laptops & servers

 Maintaining LAN/WAN-based network infrastructure  Enthusiasm and commitment

 Technical writing  Vulnerability evaluation

 Linguistic skills  Project management & coordination

 Analysis & problem solving  Time management & multi-tasking

 Risk management  Self-motivated & disciplined

 Quick to learn & apply new skills  Critical & logical thinking

 Team working to achieve objectives  Commitment to professional development

Career Summary


IT Support Engineer, Hutchison 3G (H3G) ICT Managed Service (MS) Team

IT Support Engineer Responsibilities:

• Providing a consistently high standard of 1st and 2nd line IT support to more than 200 personnel, including a 24/7, on call mobile phone service, as the sole IT Support Engineer in the H3G ICT MS team

• Organizing time to manage multiple responsibilities, including installing, configuring, maintaining and auditing IT infrastructure, such as PC/Server within a TCP/IP network environment, including DHCP, DNS and Ethernet

• Diligently monitoring and troubleshooting hardware, software, LAN/WAN and operating systems, promptly identifying faults/issues and implementing effective solutions

• Developing and applying a comprehensive knowledge of desktops, laptops, laser printers and other peripherals to provide appropriate advice and support on a daily basis

• Gaining valuable and diverse hands-on experience in hardware repairs, such as motherboards and hard drives in addition to numerous software programs

• Utilizing and enhancing an excellent understanding of computer architecture and IT infrastructure management by engaging in a wide range of daily activities

• Diligently analyzing system logs, including the development of documentation for internal network users and employees

• Applying object-oriented design and full software cycle knowledge to develop creative solutions for complex problems

Cyber Security Specialist responsibilities (April 2014 – date):

• Conducting detailed security inspections and surveillance operations including drafting / editing prevailing internal regulatory company policies, standards and processes

• Delivering comprehensive training to internal users on topics related to cyber security, facilitating an increase in awareness of security breach prevention

• Working effectively as part of a team to implement network monitoring using Sentinal in the H3G Security Operation Center (SOC)


Leading H3G International (between UK and India), May 2013 – Dec 2013

Video Conferencing System Establishment

• Collaborating with colleagues to perform high and low level design in accordance with established objectives

• Liaising with various fiber connection companies, making comparisons and setting Procurement Orders

• Fulfilling responsibility for signing the contract and refreshing the project schedule

• Efficiently installing video conferencing kits subsequent to fiber’s completion

Education & Qualifications

MSc: Signal Processing and Communications

University of Edinburgh, UK, 2012

BEng: Electrical Engineering and Electronics

Achievement: recipient of an £8000 scholarship from the university, 2009 & 2010

University of Liverpool, 2011

Professional Development

 Security Analyst HP, Certificate of Completion (AESA)

Arcsight ESM, 2013

Key I.T. Skills

 Operating systems: Windows XP/7, Mac OS X and Linux (Ubunto)

 Software: Microsoft Office Suite 2003/2007/2010 (Word, Excel, PowerPoint, Outlook and Project)

Microsoft Exchange and SharePoint

Lotus Notes

 IT support: 1st and 2nd line (24/7 on-call)

Voice over Internet Protocol (VoIP), RSA SecurID

 Networking: LAN, WAN, VLAN, TCP/IP, VPN and MVA

 Programming: MatLab and C, C++

 Security: Security information and events management (SIEM)

Host-Based IDS (Symantec)

Network Security and Intrusion Detection System (IDS)

Personal Details

Languages: Chinese (mother tongue), fluent English and conversational Japanese