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
2013 – date HUAWEI TECHNOLOGIES, UK
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)
Projects:
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
