Hi, I’m
Shing Fung Yuen
I T technician
HoManTin,Hong Kong
Summary
Dedicated IT professional with extensive expertise in active directory management, IT help desk services, and service desk operations. Proficient in using tools such as Adaxes, BMC Remedy, and Service Now TM to enhance ITSM processes. Demonstrates strong communication skills and excels in vendor coordination and time management. Skilled in hardware maintenance, desktop support, and PC and laptop builds. Known for a proactive attitude, logical thinking, and patience with difficult customers. Committed to delivering exceptional customer service while efficiently managing IT ticketing systems.
Overview
9
years of professional experience
Work History
ESol consultant HK Limited
Service Desk Specialist
09.2025 - 12.2025
Job overview
- Primary client – on-site to Dentsu company limited
- Good communication in English Language and technical skills on windows desktop platform.
- 24/7 Support Model (L2- Remotely End user Support)
- Responding to client support requests and contacting User to find out the nature of the problem.
- Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.
- Escalating software and other application issues to the subject teams.
- Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.
- OS/ Office/ basic system application/Anti-Virus client support.
- Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system.
- Strong experience & Knowledge of ITIL and MIM Process.
- Installed, modified, and made minor repairs to computer hardware and software systems.
- Understood VPN configuration and mobile device security protocols to ensure data protection.
- Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
- Consulted with users to determine steps and procedures taken to identify and resolve the problem.
- Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
- Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.
- Birlasoft
- Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.
- Strong technical Background with Excellent Communication Skills.
Axiom
Desktop support engineer
05.2025 - 09.2025
Job overview
- Primary client > Mercedes Benz Service Hong Kong
- Manage desktop device incidents (hardware and software) through to resolution.
- Manage IMAC and desk-side support services, including hard and soft break-fix services for laptops and desktops.
- Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
- Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor.
- Ensure that each Desktop Device is installed with the appropriate Desktop image.
- Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.
- Antivirus Management on all workstation devices.
- Workstation related Software Installation & Configuration and Physical Printer Installation.
- Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance.
- Liaise with 3rd party vendors to coordinate component or unit replacement.
- Support the Virtual Desktop Interfaces at the endpoint levels.
- New Starter Onboarding and Induction.
- Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS).
- ADSL / Infosys
HCL Tech ltd.
Infrastructure technician(Specialist, E2)
04.2024 - 10.2024
Job overview
- Primary Client > Adidas
- Supporting all staff members location at Kwong Tong (Quary side) 9/F and 10/F.
- All computering equipment, laptops, MacBook, ipad air, Jabra headsets, keyboards, Monitors, HP printers, AV equipment (mostly for broadcasting functions and other usage, meeting rooms, meeting booths, Yealink panels, display boards, projectors, trio-audio studio systems, cameras, server rooms, POS machines.
- System -wised aspects, service-now (Aspen), company (client) home pages, Mobile device management, Enrollment, Azure admin center, active directories, o365, equipment procurement, basic networking, even setting up, teams, rooms booking systems (i-booking via Yealink).
- A year contract, probation with 6 months.
Pro-Tech technologies (HK Ltd)
senior desk-side support technician
09.2022 - 08.2023
Job overview
- 9/9/2022 to 4/2023 – on-site for WTW (Willis Towers Watson ltd.) as a primary client.
- Service scope based on the ticketing system (ServiceNow) assigned and reported by users.
- Peripheral work around support and hardware fault case recovery are included.
- Basic installation, refresh cloning laptops by off-line imaging, loaning equipment to users, building new laptops as the warrants were done, etc.
- AFGA as a second client, supports Atos data center for site NAS, tap replacement, firewall server replacement and config, basic installation for laptops, maintaining tap replacement and logistic schedule.
- 10/2022 - 5/2023 on-site for L’Occitane, as a primary client, onsite support deskside, including hardware, software, POS machine settings, configuring and building, also need to support retail, any failure in computers, PC, laptops, peripherals settings, display board, windows, user level applications; supporting MDM, Mac book pro, HP POS machine setting up, configuration and deployment.
- Ticketing system, ITSM, AD management, i.e., provisioning new laptops for new joiners, removing leavers, delegating permissions, renewing/resetting credentials for the users at L’Occitane office.
- Maintaining inventory of laptops and cloning image of POS machines.
- Working with seniors and colleagues for different parts of job including events, new retails setting up, new cabling PO migrations, and others.
Choi Kai Yau Po Leung Kuk School
I T Technician
12.2022 - 06.2022
Job overview
- Any issues coped with normal operations of school base environment.
- Supporting teaching roles and executive staffs in both hardware’s and software’s relative issues are within the servicing scope.
- Face to face technical consultation is general dealing in daily operation.
- English speaking proficiency is expected as CKY school is an IB league school as the users are compatible with high level of English availability of staffs.
- Also dealing with MacBook, chrome books, iPad airs and mobile phones; adding network printers, resetting wifi, AD, windows login issues through using AD console.
- 6 months contract, duration until end of June.
- Directly hiring by Po Leung Kuk
Nityo infotech limited
Field service engineer
05.2021 - 11.2021
Job overview
- Branches support in both hardware and software-related issues for the client Standard Chartered Bank.
- Also, for the supporting parties for DXC, which needed to be able to work with different counterparties and vendors and service providers.
- Understanding the ticketing vehicle “BMC remedy” is daily needed and essential to the job.
- Ad hoc duties, i.e., project base, OT VAT software and network testing, radiation checking, relocation jobs are required on the contract.
- On site and remote supports are needed.
- Hiring by Nityo infotech limited
- Standard Chartered Bank
HKT global
Noc Engineer
01.2021 - 04.2021
Job overview
- Duty included faulty cases emailing reported from venders, customers and other loop locations.
- Tightly work with technical support in mainland as ticket opening received.
- Capable to distinguish categorise of faults in order to corresponding notify related serving stack parties.
- Duties shift is required between several locations.
- Directly hiring by HKT Limited
- Leaving reasons: looking for better live-working balance conditions
Seek and Hire recruiting agencyShatin
project Engineer / Duty Leader
01.2019 - 08.2019
Job overview
- Duty arrangements daily for field engineers included various problems and detailed arrangements aftermath.
- Deal with release / obtain / build figures daily, included early life support after releasing.
- Rapid periodic/ daily report(s) of incidents for servicing clients, properly escalating to related departments, as well as handling to satisfactory level of engineers performing.
- Communicate with servicing clients, i.e., offices of Po Leung Kuk / Housing Authority / users of PCs., and other ad hoc duties assigned by other teams’ managers.
- Project hiring by Seek and Hire recruiting agency, client as Automate System ltd.
- Leaving reason: looking forward to ITDS position, lack of HA project phase II, better paid rate
Standard Chartered BankKwun Tong, Kln East
Desktop Engineer
03.2018 - 11.2018
Job overview
- Data migration for Laptops from Win 7 to Win 10.
- Inventory management for old machines.
- Data transferring / VAT software testing / FDE encrypting /machines building.
- Monitoring and escalating issues impart to daily business after releasing machines / working with ticketing system SRM and Remedy.
- Project hiring by HCL/Nityou Infotech agency. Contract was determined to March 2019.
- Win10 migration activities and project
- Leaving reason: early end to the team project at SCB
Hutchison Global Communication Ltd.Tsing Yi
Assistant Engineers
11.2017 - 01.2018
Job overview
- Responsible for fault case recovery, Bering test, loop back test, alarm checking, call logs recording, ticketing for the issues raised by customer-side and provider-side.
- Mainly deal with submarine cable users, routing issues, latency, packet loss, intermittent fluctuations, link down totally, RTD, LOS, BGP config, mux/demux lines, site checking arrangement for field engineers, RFO, framing.
- Un-framing, etc./ Tier 2 to tier 3 SLAs, 24 hrs shift duty, 8 hrs, 5 days a week, perm.
- Leaving reasons: sickness, went in hospital at QE later on.
Melco Crown Company limitedHong Kong
I T service support Agent
03.2017 - 06.2017
Job overview
- I T support for Hardware and soft-wares/ Answering email enquiries and telephone.
- Trouble shooting through remote desk top environment.
- For internal stuffs, travel agencies, gaming and non-gaming businesses.
- Applications: dynamic AX, GEMs, Sysco, I G T platonic management, Opera, F.I.M., I.L.M., RightFax, S.W.S., VMware, S.A.S., Vik machines, ERIC syst.
- Hiring by Optimum solution agency. One-year contract.
- Leaving reasons: Meeting final exams at BU
Education
Hong Kong College of Technology
Foundation Certificate from Information Technology Assistant Technician Training
12.2020
University Overview
Cert. granted
Systematic Computer Education Centre
CCNA
10.2020
University Overview
completed
Hong Kong City University
Bachelor’s degree from Marketing management (general)
09.2021
University Overview
Edinburgh Napier University partnership program
Great Learning Education Centre
ITIL MP CDS
09.2022
University Overview
- Completed
- ITIL DPI & high velocity (under arrangement)
Graceyard Education Centre
MCSE from Microsoft 2016/2019 windows server
09.2022
University Overview
zoom and attendance
Hong Kong Baptist University
Advanced Diploma from Business (Marketing)
09.2016
Mount Allison University
Bachelor of Art degree from marketing
05.2003
University Overview
uncompleted
Columbia International College of Canada
OUAC certificate from OSSD
01.1998
S.K.H Lui Ming Choi Secondary School
HKCEE from LCCI
05.1995
Skills
- Active directory management
- Adaxes
- BMC Remedy
- RSM
- ITSM
- Service Now TM
- MDM
- HUB
- Workspace One
- U-2000
- Windows Driver Model
- GEMs
- I G T platonic management
- Putty Remote
- FIM
- ILM
- Linux Fedora 33
- Remote desktop
- VM Box imaging
- Router/AD configurations
- Communication skills
- Vendor coordination
- Time management
- Hardware maintenance
- Service desk operations
- Positive attitude
- Patience with difficult customers
- Customer Service
- IT help desk services
- Time-management
- Decision making
- Hardware repair and upgrades
- Multitasking efficiency
- Desktop support
- IT ticketing systems
- Proactive attitude
- Self-motivation
- PC and laptop builds
- Logical thinking
- Equipment Maintenance
Languages
Cantonese
English
Mandarin
Custom Section
- Active directory management
- Adaxes
- BMC Remedy
- RSM
- ITSM
- Service Now TM
- MDM
- HUB
- Workspace One
- U-2000
- Windows Driver Model
- GEMs
- I G T platonic management
- Putty Remote
- F.I.M.
- I.L.M.
- Linux Fedora 33
- Remote desktop and VM Box imaging
- Router/AD configurations
Personal Information
Expected Salary: 30k
Availability
immediate
Interests
- I would like to perform taekwoon-do as my long term interests practicing in my rest time, and I like to cook in different tasty dishes in terms of comforting myself from busy days of office working.
Timeline
Service Desk Specialist
ESol consultant HK Limited
09.2025 - 12.2025
Desktop support engineer
Axiom
05.2025 - 09.2025
Infrastructure technician(Specialist, E2)
HCL Tech ltd.
04.2024 - 10.2024
I T Technician
Choi Kai Yau Po Leung Kuk School
12.2022 - 06.2022
senior desk-side support technician
Pro-Tech technologies (HK Ltd)
09.2022 - 08.2023
Field service engineer
Nityo infotech limited
05.2021 - 11.2021
Noc Engineer
HKT global
01.2021 - 04.2021
project Engineer / Duty Leader
Seek and Hire recruiting agency
01.2019 - 08.2019
Desktop Engineer
Standard Chartered Bank
03.2018 - 11.2018
Assistant Engineers
Hutchison Global Communication Ltd.
11.2017 - 01.2018
I T service support Agent
Melco Crown Company limited
03.2017 - 06.2017
Hong Kong College of Technology
Foundation Certificate from Information Technology Assistant Technician Training
Systematic Computer Education Centre
CCNA
Hong Kong City University
Bachelor’s degree from Marketing management (general)
Great Learning Education Centre
ITIL MP CDS
Graceyard Education Centre
MCSE from Microsoft 2016/2019 windows server
Hong Kong Baptist University
Advanced Diploma from Business (Marketing)
Mount Allison University
Bachelor of Art degree from marketing
Columbia International College of Canada
OUAC certificate from OSSD
S.K.H Lui Ming Choi Secondary School
HKCEE from LCCI