Joseph Chan
Passionate IT professional with 8 years of mixed experience in end-user support, asset management, desktop/helpdesk services, mobile device management, and Active Directory administration. Committed to delivering efficient solutions, improving user experience, and continuously learning new technologies and systems, with an interest in system/Azure administration or configuration.
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About
Passionate IT professional with 8 years of mixed experience in end-user support, asset management, desktop/helpdesk services, mobile device management, and Active Directory administration. Committed to delivering efficient solutions, improving user experience, and continuously learning new technologies and systems, with an interest in system/Azure administration or configuration.
Experience
Operations Support Analyst at AvePoint (2025-09 – Present)
Representative for project-specific customer inquiries and issues, ensuring customer satisfaction in Project Support and Maintenance.
- Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution
- Ensure customer satisfaction in Project Support and Maintenance
- Collect information and perform deep-dive analysis, diagnosis, and troubleshoot
- Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
- Communicate efficiently with the customer and the Internal R&D team on the bug fixes needed
- Manages the status of issues raised and ensure they are resolved effectively in a timely manner
- Continually evaluate existing processes to streamline and enhance customer support activities
- Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations
- Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients
- Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases
- Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems
Resident Engineer (Client: Bank) at Dell Technologies (2024-05 – 2025-06)
Technical support and vendor management for banking client, handling urgent/VIP support requests and user training.
- On-site Technical Support
- Vendor management
- Handles urgent/VIP support application/hardware requests
- Conduct user training on Dell's application
- Liaised between client's IT team and vendors (Eg. Dell, Microsoft)
- Provided solution support remotely & on-site
IT Support at Thrive (2023-06 – 2024-01)
First level support for end-user hardware and software issues with on-site support capabilities.
- First level support – Identify, diagnose, and resolve end-user hardware/software issues – covering workstations, laptops, printers, VPN, citrix/terminal services
- On-site support (if applicable, house or other offices) – setting up monitors, workstations, routers
- Perform minor hardware repairs, coordinate equipment maintenance and collaborate with higher-tier support when necessary
- Handled global IT escalations & monitoring via ServiceNow tickets
MM Consultant (Client: Temasek) at Infosys iCompaz (2020-11 – 2023-04)
Lead end-to-end implementation, UAT testing, BAU support, and Active Directory management for Temasek application.
- Lead end-to-end implementation to UAT & Production servers
- Collaborate with internal stakeholders for the implementation to UAT servers
- Produce users' stories for UAT testing
- Provide BAU Support, white gloves support & VIP support 24/7
- Point of Contact for the application, VIP support & security of servers
- Training and do presentation on-site with end-users
- Guide, mentor Service desk members and on-site engineers
- Manage Active Directory to assist end-users on reset password, move OU and remove/add
- Asset management for VIP's laptops and mobile
- Disaster Recovery session with all stakeholders
- Monitor ServiceNow tickets and change management for change in Production servers
- Collaborate with clients to understand their requirements, propose solutions and ensure successful project delivery
- Resolved high-priority vulnerabilities (eg. CVE-2023-50164 – Apache Struts)
- Praised for responsiveness
Mobile Project Team Lead at PCCW (client: SPF) (2020-01 – 2020-08)
Leading mobile project team during COVID period, overseeing team of 7 members and managing mobile device deployments.
- Leading 7 team members
- Overseeing and managing mobile project within SPF
- Scheduling with end-users' area by area
- Detailed explanation to end-users on mobile applications, device resets and re-enrolment
- Mentor team members on how to resolve difficulty end-users and how-to explain on the applications to end-users
- Project ended within time frame
- On-site scheduled mobile clinics
Data Centre Operations Engineer at CBRE (2019-01 – 2020-01)
Monitoring systems and network devices at data centre, managing incidents and service requests, and supporting server deployments.
- Monitoring of all systems and network devices at ServiceNow
- Incident & Service Request from clients
- Using Nlyte to view assets and infrastructure of the data centre
- Server (Dell EMC, HPE, Dell PowerEdge) and network device installation, house-keeping cables
- Relocating to new data centre with the actual configuration and rack cabling
- Support server deployments and cabling during off-hours
Education
Diploma in Cloud Administrator (Azure) (2023-02 – 2023-11)
Higher Nitec in Infrastructure Support (2015-02 – 2015-02)
