Ho Hin Yu
Technical Support Analyst | IT Support Specialist | Desktop Support Technician
Hire this person
Send a job offer directly to this candidate
About
IT Support Specialist with over 5 years of experience providing Tier 1–2 technical support in enterprise, managed service provider (MSP), and government environments. Supported more than 500 end users by troubleshooting Windows 10/11, Microsoft 365, VPN, networking, and hardware/software issues. Experienced in user account administration, endpoint deployment, remote support, and ITSM ticketing systems.
Committed to providing reliable technical support and helping end users resolve technical issues efficiently.
Experience
Facilities & Properties Administrative Assistant at Senior Persons Living Connected (SPLC) (2025-05 – Present)
- Maintain operational databases and ensure records are accurate and up to date.
- Prepare purchase orders and coordinate with vendors for maintenance and facility-related services.
- Support digital signage systems and internal communication platforms.
- Assist residents, families, and staff with day-to-day inquiries and administrative requests.
- Prepare notices, reports, and other documents using Microsoft 365.
Customer Engineer at RIPEN (2020-10 – 2025-12)
Remote Support – Hong Kong Government Environment at RIPEN (2025-02 – 2025-12)
- Provided remote IT support for a Hong Kong Government department.
- Troubleshot VPN, Microsoft Teams, RDP, endpoint, and system access issues.
- Logged, tracked, and followed up on incidents through the IT ticketing system
Enterprise Desktop & Infrastructure Support at RIPEN (2020-10 – 2025-02)
- Provided Tier 1–2 IT support to more than 500 end users across 200+ client organizations in an MSP environment
- Resolved Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printer, hardware, software, and network issues.
- Managed incidents and service requests through an ITSM ticketing system while meeting SLA targets and escalating issues when needed
- Administered Active Directory (user provisioning, password resets, account unlocks, access management, offboarding)
- Installed, configured, and deployed desktops, laptops, and software for end users
- Provided remote support using RDP and secure IT tools
- Worked with internal IT teams to troubleshoot and resolve more complex technical issues
Education
Bachelor of Arts in Applied Foreign Languages – Shu-Te University
