Kenneth, Kwok Hung Pau

• 6 months FTC
• 2nd and 3rd Support
• Staff On-boarding and Off-Boarding control
• Hybrid infrastructure administration(On-premises and Azure)
• IT security control (Conditional Access Policy, Azure RBAC, Intune MDM and Endpoint Security)
• Network and email security (CheckPoint, Cisco Meraki and Darktrace)
• Conferencing system administration and support(Teams Room & Zoom)
• End-user experience management with 3rd party service providers and internal product team
• IT Infrastructure project(migration of hybrid AD to Entra-ID only)
• 3rd party service providers management(SLA and digital solution)
• Tasks and project: Perform full security review on RBAC and network control; established Intune MDM on macOS Devices

• 18 months FTC
• EMEA region customer support in Azure Networking specialising in Azure Load Balancer, Virtual Network, Private Link, Private Endpoint and DNS Service
• Collaborate with other team to provide support and escalation with other product/ service in network perspective
• Root Cause Analysis
• Provide technical advice to customer in set up and implementation
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.

• Daily system monitoring by using Paessler PRTG Monitoring Tools and Azure Sentinel on cyber security sector
• Maintain system and site reliability and validity
• System upgrade and patch management
• Technical document review and management
• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by team.
• Established system migration project from on-perm services to SaaS and Azure Cloud

• Contract IT Project based role
• IT Project: Network revamp on vessel fleet - redesign network flow and upgrade network firewall on vessels operating on the sea; Privilege control - Deploy BeyondTrust Privilege Management on vessels operating on the sea - New maritime system deployment - Assemble and install new server and system on existing vessel
• Workflow improvement for IT projects
• Prepare and review technical documents
• Collaborate with different IT Team and end user to bug fixing on IT projects
• Performed IT support to vessel fleet by remote tools and telephone support

• Leading APAC support team of 3 members to provide 1st to 2nd IT support in Hong Kong, China, Taiwan, Malaysia, Thailand and Indonesia office; Manage helpdesk ticket in Jira Service Desk
• Staff onboarding and offboarding control
• End-user experience management: Review and implement end-user experience with both internal product team and 3rd party service providers
• Infrastructure support: Windows Server 2012 - 2019, Active Directory, vSphere ESXi 6.5 - 6.7, Hyper-V, Alibaba Cloud Virtual Desktop, Kaspersky Endpoint Security
• Network support: Fortigate NGFW, Dell siwtch, UniFi WiFi; vLan, network policy and access control; Site to Site, Point to site VPN management
• Data Center management: Maintain data center and DR Site in Hong Kong and Singapore
• IT security control and compliance: Design and set up network and user privilege control; Collaborate with compliance department review of IT policy and security to meet requirement and guideline by The Financial Conduct Authority
• Microsoft 365 and Azure administration: MS Exchange Online, SharePoint Online, Teams, Intune, Azure Active Directory and Sentinel
• Phone and conferencing: 3CX and MS Teams calling plan
• IT Management: Assist CTO and IT Director to plan and execute IT planning and provide technical analyses on IT project planning; Manage APAC IT team, review the performance and help team members to archive the goal
• IT budgeting: Assist IT Director to review IT cost in APAC region
• IT vendor management: Relation management, review and improving of IT servicing and SLA.
• IT asset control: Manage IT asset, review life cycle on IT equipment, maintain all IT asset in good status
• IT Incident management and Root Cause Analysis
• IT projects: Migrate On-prem Active Directory to Azure Active Directory, Firewall and VPN service gateway upgrade to provide larger capacity and secure P2S VPN connection to users

• 1st to 3rd IT Support
• Leading 3 of members perform 1st to 2nd IT Support to Hong Kong, Shanghai and Singapore office
• Staff onboarding and offboarding control
• End-user experience management: Managing end-user experience with 3rd party service providers
• IT infrastructure and network support: Windows server 2012 - 2019, Active Directory, Dell SAN storage, Huawei firewall, Veeam Backup, Hyper-V and vSphere ESXi
• Microsoft 365 administration: MS Exchange Online, SharePoint Online, OneDrive and Teams
• Trading application support: Bloomberg, Ayers and ETNet
• IT security control: Mobile Device Management - MobileIron Device Management, Network access control and user privilege control
• IT security control and compliance: Design and set up network and user privilege control; Collaborate with compliance department review of the IT policy and security to meet the requirement and guideline by Hong Kong Monetary Authority(HKMA) and Hong Kong Securities and Futures Commission(HKSFC) and Monetary Authority of Singapore(MAS)
• Root Cause Analysis and incident management
• IT Management: Assist COO to redesign Business Contingency Plan, Manage helpdesk team and assist team members to archive SLA
• IT Project: Infrastructure upgrade - Replacing old model of server to updated model; Network upgrade - Replace Huawei firewall to Fortigate NGFW to enhance network security; Virtual Desktop Platform - Setup new VMware Horizon to provide virtual desktop for remote users
• Video and Audio conferencing: Cisco, Zoom and MS Teams video conferencing solution, Cisco IP Phone system
• IT vendor management: Relation management, review IT servicing and SLA
• IT asset control: Manage IT asset, review life cycle on IT equipment, maintain all IT asset in good status

• 1st to 2nd IT support to Hong Kong and China office
• Infrastructure and network support: Windows server 2003 - 2016, Synology NAS, WatchGuard firewall, Symantec Backup Exec, Hyper-V and VM ESXi)
• Daily system monitoring
• IPPBX, Door access control system and CCTV maintenance

• 1st to 3rd onsite/ remote IT Support: Windows XP/ 7/ 10, MacOS X, Android and iOS)
• VIP Support: Provide 24 x 7 VIP support with below SLA:

In office: less than 10 minutes After office hour: less than 60 minutes.

Provide support in business trip

• Staff onboarding and offboarding control
• Root Cause Analysis and incident management
• System monitoring and patch management: Monitoring and patching control on all physical server by monitoring tool develop by internal team
• Mobile Device Management: MS Intune
• End-user experience management: Review and implement end-user experience with 3rd party service providers in rapidly growing environment
• Infrastructure support and administration: Windows Server 2000 - 2016, Active Directory, MS Exchange 2003, MS Exchange Online, SharePoint Online, Linux SendMail, MS SQL 2003 - 2014, VMware vSphere ESXi 5.0 - 6.5; IBM, HP, Dell, NEC Server, IBM and NEC SAN Storage, QNAP NAS management; Sophos Cloud Endpoint Security
• Network administration: Fortigate NGFW, CheckPoint NGFW, Cisco WiFi; vLAN, VPN, network access control
• Backup and replication: Symantec Backup Exec, Veeam Backup and Replication, LTO tape maintenance; DR site setup and maintenance
• IT security control and compliance: Design and set up network and user privilege control; Collaborate with compliance department review of IT policy and security to meet requirement and guideline by Hong Kong Monetary Authority and Hong Kong Securities and Futures Commission
• Microsoft Office 365 Administration: Exchange Online, Cisco Umbrella Cloud Cybersecurity email gateway, SharePoint, Teams
• Video and Audio conferencing: Cisco, Polycom and MS Teams video conferencing solution, Crestron Digital Workspace support and maintenance, Zoom and Cisco WebEx
• Trading application support: Bloomberg, Ayers and ETNet
• IT vendor management: Relation management, review IT servicing and SLA
• IT asset control: Manage IT asset, review life cycle on IT equipment, maintain all IT asset in good status
• IT projects: SaaS - Perform internal CRM and data filing system to AWS Cloud; MS Exchange upgrade - Perform upgrade and migration from Exchange 2003 to Exchange Online; P2V upgrade - Perform physical server upgrade or rebuild to new vSphere perform, upgrade and replacing new SAN storage, new network equipment and resign entire backup solution.

• 1st to 2nd IT support to Hong Kong office and branches
• System administration: Windows Server, Active Directory, Exchange Server
• IT inventory control
• Trading platform support: Hong Kong and Taiwan stocks trading platform

• 1st to 3rd IT Support to users in Hong Kong Office
• Staff onboarding and offboarding control
• Infrastructure and network support: Windows Server, Active Directory, FortiGate firewall
• User privilege control
• Trading application support and administration
• IT vendor management
• Root Cause Analysis and incident management

• 1st to 3rd IT support
• Staff onboarding and offboarding control
• Infrastructure support: Windows Server, Active Directory, VMWare ESXi, vSphere
• 2nd helpdesk support to trading account customers
• On-Site support to VIP customers
• Trading platform support: Local stocks market applications support (Ayers, Sharppoint, CCASS and DCASS)
• Support marketing event in IT perspective
• Branch systems and network design and implement

• Daily end user support
• Lotus Notes support
• Server support
• PABX support and cabling

• Secondment to DBS Hong Kong
• 1st to 2nd IT support on-site and remote to users
• Windows Platform, Lotus Notes, MS Office and internal banking applications support
• Relocation and any planned restructuring project

• Secondment contract to HSBC Hong Kong
• 1st and 2nd IT support including Windows XP/ 7, MS Office, internal applications troubleshooting, network and user access control
• Branch and Cash Depot support: On-site support to branch banking system and close circus systems in cash depot
• Office relocation support
• Server support on physical hardware maintenance

• Field technical Support Service: PC, Laptop, Printer and Server on hardware maintenance
• On-site Support Service: Provide on-site helpdesk support in client's office
• Data Center Support: Help client's to install, replace and upgrade server equipments including server and UPS in client's data center