Kenneth Yau

PC 2nd and 3rd level system supports including security related issues in office on daily basis, around the clock in total over 1000 users, deskside supports, including users account management via intune management portal and Active directory, all users' laptops and mobile devices, meeting room cisco VC (AV and teleconferencing systems), Ms team, applications, JDE, ERP applications and IT security related problem solving for both devices and users' level (including request, incident problem, change, assets management - ITIL). Also support VIPs group, including president offices, department heads group. Lead local, Asia regional and global IT project - leading Asia lead to technical requirement, user requirement, guide the local team and report to US management for project status.

Eg data system sharing online, system upgrade, add new or replace application, office relocation project, intune, DLP, M365, ms team phone system replacement, through gather data, planning, until implement, testing, training for end users. Project including SDLC, scrum, agile. Enforce endpoint standard by using UEFI and TPM to enable bitlocker to encrypt laptops when building the image to enhance security protection.

Analysis, design technical requirement and selection in real life vs user expectation, time and budget, tailor made the best suit project architecture and solutions to the users. These including functions, security concerns, users management etc. Auto OS deployment via MDT to package required drivers and software into stand images for rebuild OS, and new users onboard, in addition, and PCs has vital problems which require rebuild.

Check any failure reasons and logs for deployment fine tune and trouble shoot.

ITSM and ITAM management and leadership: communicate and meeting with other IT technical team for problem/incident and regular meetings discussion, including problem solving, upgrade and weekly reports, also regular review works and leading for both Shanghai and Hong Kong local IT team members. Understand and trouble shoot cloud, and any outstanding problems, problem, change tickets. Regular business departments meetings to fine tune IT performance and align with business objective.

Improve user and system experience with automation workflow and AI tools. Follow ITIL principles to manage IT team ticket systems (ITSM ServiceNow), review SLA and supervise the long-opened tickets, review team members tickets (for KPI) and users' tickets, and align standard with organizational goals. Maintain reports for review and best practices.

Mainly support windows, and some mac users in the office, mobile devices including Azure and MDM, with general powershell commands for daily admin works. Also support citrix and DVI users. Vendors and procurement management for IT related projects and procurement.

Evaluate vendor and quotation, in terms of price and capabilities, source suitable software for business and report to the upper IT management. General IT budget for pro

Technical Lead - Hexaware Technology HK Limited (Secondment to Christies HK Ltd)

(2017-10 - 2025-10)

PC 2nd and 3rd level system supports including security related issues in office on daily basis, around the clock in total over 1000 users, deskside supports, including users account management via intune management portal and Active directory, all users' laptops and mobile devices, meeting room cisco VC (AV and teleconferencing systems), Ms team, applications, JDE, ERP applications and IT security related problem solving for both devices and users' level (including request, incident problem, change, assets management - ITIL). Also support VIPs group, including president offices, department heads group. Lead local, Asia regional and global IT project - leading Asia lead to technical requirement, user requirement, guide the local team and report to US management for project status.

Eg data system sharing online, system upgrade, add new or replace application, office relocation project, intune, DLP, M365, ms team phone system replacement, through gather data, planning, until implement, testing, training for end users. Project including SDLC, scrum, agile. Enforce endpoint standard by using UEFI and TPM to enable bitlocker to encrypt laptops when building the image to enhance security

Senior Systems Engineer - Cognizant Technology Solutions HK Limited (Secondment to Christies HK Ltd)

(2016-02 - 2017-10)

Pretty much the same tasks as work at Hexaware Technology (as the client is the same - Christies)

• User's mobile devices applications, via intune and assign application for target end users, such as outlook, zoom, and other required applications for realtime supports.
• Via intune to manage inventory CMDB and device management profile, enhance properties management.
• Work with oversea infrastructure team to support and roll out new systems for users.
• Recover user account and device unlock remotely from intune security alert system
• Remote setup default apps via MPM to setup applications that users can use.
• Remotely wipe device in case data leaking due to properties lost.
• Ms Team for meeting schedule and file sharing access; setup access control via share point. Including cisco vpn, and backup/restore handling.
• Knowledge for end user system such as Active Directory, VPN, outlook, adobe, DNS, DHCP, citrix apps, and general network trouble shoot etc supports and troubleshoot.
• Server and server room UPS cabling hardware supports

Technical Service Engineer - Contract - Grosvenor Technology (HK) Limited

(2015-04 - 2016-02)

Daily desktop supports and answer enquires for the existing clients. Including system and application trouble shooting in both desktop and server environments. Provide telephone, email, onsite supports on request basis, also, including network supports for overseas users via TeamViewer application.

In charge of system replacement projects and discuss project requirement with the clients' technical team, provide professional advice to the clients, and VIP support. Draft project rundown and onsite supports for system replacement. Provide project status reports indifferent stages to the clients and the internal management.

Coordinate weekly technical meeting and update ongoing Asia projects status to the UK management, discuss technical challenges and plan ahead for weekly testing schedules. Regular provide system improvements / bugs reports to the testing team and project manager, provide workaround to the testing team if any. Work as a pre-sale's role, clients visit with Sales representatives, provide technical consultations to the potential clients, and introduce the capacities of our products.

Provide technical demonstrations of our system to clients, also technical trainings to c

Senior Project Officer/System administrator - Contract - IT Consulting Solutions Limited (Secondment to Societe Generale-ibank)

(2014-03 - 2014-09)

Supports the 1st level helpdesk analysts for further trouble shooting on server-side issues or other technical issues. Provide 3rd level supports on VIP users, trade applications and PCs for the users, such as SCCM software distribution, system patching, or handles some software crashes or other PC incidents. Including VPC, virtualisation thin client.

Provide various weekly reports to the management including PC status, inventory, software installation, helpdesk workload statistic, including the most technical problems we encountered in the week and the solution to solve the problem. Handle transactions and banking related requests. Organize weekly client meetings for project planning requirement including schedule and ad hoc requests from the clients, handling the client expectation on the technical side and work with the development team for the possible requests.

Working with project team to keep track on the project progress and review any outstanding technical problems / obstacles, alert project manager if extra schedule is needed, and setup meeting UAT with pioneer clients when solutions is prepared by the team. Weekly overall project status updates to manager to ensure proje

Implementation Officer - Contract - Manpower Services (Hong Kong) Limited (Secondment to Standard Chartered Bank)

(2012-09 - 2013-09)

Technical consultations and supports for Online Treasury application System. Managing e-banking setup, handle transaction banking daily supports, and co-operate with relationship manager and sales for completely new account implementation. Handling existing client's enquiries including account update and deletion, billing handling, users account access right, FX rate update.

Representing Standard Chartered

Bank to meet their existing clients, implement the new FX rate trading system (S2BX) for whole sales bank clients, including onsite training the new system. The most successful S2BX implementation cases in Asia offices, 160% successful implementation cases more than the ranked seconded office. Weekly report to the Solution Delivery Team Management (Transaction Banking) for the progress of the implementation project.

Review client's information co-operates with internal sales, client support team, liaison with the clients for system replacement schedule. Trouble shoot application problem while implement in progress, provide suggestions and solutions to clients. Contact clients for S2B new implementation (cash and trade related setup and trade supports), assisting client to select

Assistance Information Technology Officer – Contract - The Legislative Council Secretariat (Tamar Relocation Project)

(2011-05 - 2012-05)

Provide helpdesk supports for existing users and systems, application and system support for project implementation, and responsible for server backup rotation, network storage, UPS