Hon Kit Chan

Deputy Manager of System Support at Bank of Communications Co., Ltd. Hong Kong Branch, I undertake a pivotal role in ensuring seamless technical operations and system reliability. Key responsibilities include:

• Managing computer and portable device problems for 70 users.
• Providing expert technical support to dealers and acting as liaison with external system vendors to swiftly resolve issues, ensuring minimal disruption to trading activities.
• Assisting in efficient operation of daily market risk monitoring by running reports and optimizing workflows to enhance efficiency and accuracy.
• Collaborating with cross-functional teams to develop comprehensive test plans and scripts, conducting User Acceptance Testing (UAT) and system tests, and meticulously preparing fault reports to drive continuous improvement.
• Working closely with various departments to guarantee quality and integrity of deliverables, fostering culture of collaboration and accountability across organization.
• Managing vendor relationships, overseeing price negotiations, contract terms, and performance evaluations to ensure optimal value and service delivery.
• Conducting thorough inventory and asset management of trading floor, implementing best practices to track equipment usage and maintenance schedules effectively.
• Overseeing all aspects of IT equipment management, including maintenance, installation, strategic planning, and cabling, to support seamless trading operations.
• Demonstrating flexibility to work beyond regular business hours, including weekends and public holidays, as required by management to address critical operational needs.
• Serving as key point of contact for project administrators and managers, driving timely and successful completion of full project lifecycles through effective communication and coordination. Expert technical support to dealers and acting as liaison with external system vendors to swiftly resolve issues, ensuring minimal disruption to trading activities.

• Manage and evaluate the performance of the Service Desk team
• Set up new accounts and administer active directory
• Coordinate and provide support for firewall and network systems
• Recruit, train, and support Service Desk agents
• Ensure efficient and timely first and second-level support for users
• Improve customer support by actively responding to queries and handling complaints
• Establish best practices for the technical support process
• Assist Level 2 agents in proposing and evaluating potential technical solutions for end-user IT system difficulties
• Communicate technical and non-technical problems, solutions, and processes
• Develop daily, weekly, and monthly reports on the Service Desk team's productivity
• Coordinate, lead, and monitor responses to technical systems inquiries
• Support and lead solutions with service providers
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Liaise with the HK headquarters and regional IT staff for daily IT operations
• Streamlined IT processes for increased efficiency and reduced downtime through comprehensive system monitoring.
• Support ad hoc internal projects
• Support Windows Server 2016, Office 365 (O365), Active Directory (AD), Exchange Server, VMware, and Blackberry Server.
• Provided remote troubleshooting and support for users.

During my tenure as IT Support Supervisor at Protiviti Hong Kong Co. Limited, I played a pivotal role in ensuring seamless IT operations and providing comprehensive technical support to office users. Key responsibilities included:

• Offering technical assistance to office users, encompassing troubleshooting and resolution of hardware and software issues.
• Facilitating the application process for network IDs and email addresses for all users within the organization.
• Managing the procurement, setup, and maintenance of laptops and desktops to meet user requirements and specifications.
• Overseeing the maintenance and backup of the FTP server to ensure uninterrupted access to critical files and data.
• Conducting routine maintenance tasks on testing servers, particularly focusing on VMWare servers, to optimize performance and reliability.
• Managing the upkeep and maintenance of patch panels and network equipment to sustain a robust network infrastructure.
• Maintaining comprehensive hardware and software inventories to facilitate efficient resource management and planning.
• Providing technical support for Blackberry devices, including setup, troubleshooting, and maintenance.
• Ensuring the smooth operation and maintenance of telephone systems, video conferencing facilities, printers, and photocopiers.
• Managing door access control systems to maintain security and regulate access to facilities.
• Leading the testing and implementation of new software applications to enhance organizational efficiency.
• Serving as a liaison between the Hong Kong office, headquarters in the US, and regional IT centers to coordinate daily IT operations effectively.
• Providing support for ad hoc internal IT projects, contributing to the successful implementation of various initiatives.
• Forecasting and managing the IT budget to ensure optimal allocation of resources and adherence to financial guidelines.

As a Senior Technical Support Officer at PCCW Ltd., I played a key role in delivering exemplary technical support services within the Professional Service Helpdesk. My responsibilities encompassed:

• Providing comprehensive day-to-day technical support services within the PCCW Professional Service Helpdesk, ensuring prompt resolution of issues and maximizing customer satisfaction.
• Serving as the primary point of contact for government, hospital, and HKEx customers, delivering first-tier technical support and effectively managing complaints to achieve swift resolutions.
• Taking charge of second-tier technical support for BlackBerry equipment and service platforms, demonstrating expertise in troubleshooting and resolving complex issues to maintain uninterrupted service delivery.
• Collaborating closely with Engineers to facilitate the seamless execution of expansion activities, lending technical expertise and support to ensure successful project outcomes.
• Performing fault handling and escalation procedures with meticulous attention to detail, ensuring timely resolution of technical issues and minimal disruption to operations.
• Assuming leadership responsibilities by leading a small team within the Helpdesk, fostering a collaborative and supportive work environment while maintaining high standards of performance and service delivery.

• Manage and co-ordinate an ERP Project
• Monitor project implementation, training and testing
• Liaise with different departments
• Cover China, Cambodia and Taiwan IT Operation
• Supervise network IT staff.

• Corporate user Support, Installation, Maintenance for a Supply-Chain Solution
• Software/Hardware Troubleshooting
• Support for Printing System
• Create Ticket or Label by CodeSoft
• Provide support to Label printer software
• Provide technical support to Asia Region customer and oversea sales engineer
• Prepare User Document and training document
• Provide On-site Customer Training to factory and vendor.

• Corporate user Support, Installation, Maintenance (Windows 2003 Server, NT4 Server, Exchange Server, NAV Server, Backup Software)
• Software/Hardware Troubleshooting
• Web Site design.

• Corporate user Support, Installation, Maintenance (Windows 2000 Server, NT4 Server, Exchange Server, NAV Server, Backup Software)
• Support for Airline System
• Software/Hardware Troubleshooting.

• Support in-house End-User
• Support for Point of Sales System
• Software/Hardware Troubleshooting
• Novell Network Support.

• Duplicate and Distribution the construction drawing, control the document flow.

• Data Entry, Filing & prepare cheque and collect the bill charge.