Pui Ho Chan

Onsite Support Engineer with 4+ years of enterprise deskside and field support in Hong Kong — MTR (via DXC Technology), Hong Kong Airlines and Hospital Authority. Hands-on in IMAC, hardware break-fix, Windows endpoints, Active Directory user support, Microsoft 365 end-user issues, and LAN / VPN / wireless troubleshooting. Used to high-volume tickets on BMC Helix and ServiceNow, site visits, VIP / AV support, vendor escalation, and explaining issues clearly in Cantonese, English and Mandarin.

Onsite Support Engineer at DXC Technology (2024-05 – 2026-07)

Onsite support for MTR Corporation

• Onsite deskside support for PCs, printers, software and network issues across multiple MTR sites; diagnosed on the spot and escalated infrastructure / vendor cases.
• IMAC and asset work: PC staging, tagging, office / station moves, hardware setup and user handover.
• ITIL-style ticket handling on BMC Helix: 30+ Incident / Request tickets per day — log, prioritise, diagnose, escalate and close within SLA.
• Supported mobile Intune / Company Portal enrolment; troubleshot devices that could not connect or failed registration, then escalated policy / backend issues.
• Provided AV setup and VIP deskside support for conferences and live events.

IT Helpdesk Engineer at OPM Systems Company Limited (2022-07 – 2023-10)

Dedicated helpdesk for Hong Kong Airlines

• Phone and remote support (RDP / AnyDesk / TeamViewer) on ServiceNow for airline staff hardware and application issues.
• Covered 24/7 shifts to keep airport and operations IT available outside office hours.
• Troubleshot corporate VPN, wireless and connectivity issues at airport offices; escalated urgent cases under time pressure.

IT Technician at Primatech Technology Ltd (2022-04 – 2022-07)

Onsite field support for Hospital Authority

• Dispatched to public hospitals for hardware troubleshooting and terminal support under hospital safety rules.
• Inspected, repaired and replaced parts on clinical desktops, VIP printers and tablet PCs.

IT Technician Trainee at Red Apple Solutions (Hong Kong) Ltd (2022-01 – 2022-04)

• Assisted senior engineers with PC installation, troubleshooting and hardware / software deployment for corporate clients.

Diploma in Network Engineering Technician – ERB (2023 – 2024)

Secondary Education in S1–S6 – Toi Shan Association College (2012 – 2018)