XIE Weihao(Roy)

• As IT Infra Helpdesk Lead, managed daily IT operations across 9 sites in China, ensuring smooth IT system performance with 99.9% annual availability. Led a team providing on-site, email, phone and remote (MDM,RDP) support.
• Improved company IT environment by deploying Microsoft365 Enterprise and conducted training for 400+ end-users, achieving 97% satisfaction.
• Built and maintained relationships with local vendors, overseeing annual replacement of ~400 PCs and batch deployment/maintenance of business software.
• Managed IT assets, and setup PCs&Phones for Onboard/Offboard employees.
• Handled IT setup for multiple office relocations, ensuring seamless transitions.
• Addressed Japan HQ’s IT security audits, implemented security measures, and prepared compliance reports.
• Trained and mentored 3 junior staff in desktop support & infra operations.

IT Helpdesk Support for Pernod Ricard Hong Kong (World's 2nd Largest Spirits Company)

Core Responsibilities:

• Windows 7/10 OS & network(VPN/WiFi/etc) issue resolution in SLAs
• User communication, needs assessment user survey achieving 95% satisfaction.
• Helpdesk KB documentation maintenance & staff training
• AD account Gmail provisioning, Google shared drive permissions
• Business application support & critical issue escalation
• Daily operations supervision & L2 ticket resolution
• Monthly reporting & analysis

• Serve customers directly, understand needs and recommend suitable products.
• Promote marketing campaigns and introduce products to boost sales.