Jay H
I lived, studied, and worked in Vancouver, Canada until I was 23 years old before traveling to Japan for an amazing year of learning and working experience. Currently, I'm staying in Taiwan long-term and I hold both Canadian and Taiwanese open-working rights. I am a positive, open-minded person who has a constant curiosity in new technology. I am always looking for growth, better opportunities, and preparing myself to take-on new challenges.
Work Experience
IT-Tech | Sr. Remote Engineer • Binance
• Remote technical support services at a revolutionary Crypto FinTech Company
• Computer / network maintenance and related hardware / software support
• End-user MacOS / iOS support - experienced with JIRA, Confluence, G-Suite, MS o365, JAMF, W1
• Coordination & project co-work with global teams (mainly responsible for BPO, APAC - TW/HK region)
• On-boarding / Off-boarding employees - relating to user accounts and security management
January 2021 - Present
Sr. Desktop Analyst / IT Support • Tech Mahindra
• On-site - End-user IT services at Eastspring Investments (Prudential Group), Taipei, Taiwan
• 2019-2020 Windows OS Migration Project for ~200+ users from Win7 to Win10 system (User Data, Licensed Software, VPN, compatibility issues, etc.)
• Software and Hardware troubleshooting skills related to VDI and Workstations
• PCs and Users management with AD and SCCM
• IT Service tickets - Resolve user issues, related to desktop hardware/IP Phone/LAN/OS
• Coordination & Hands on support for Remote teams (datacenter)
• Asset Management and manual creation / Help desk related work
November 2019 - November 2020
IT Analyst | Onsite Service Support • Tata Consultancy Services
• On-site - End-user IT services at AMD (Advanced Micro Devices), Hsinchu, Taiwan
• Data-center - Network-related support for AMD OSAT sites (SPIL, ASE, TSMC, and Winstek - SCT)
• Interprets problems/malfunctions and take appropriate actions to resolve hardware and software failures (MIS and Infrastructure related)
• Troubleshoot user workstation (HP laptops) - HelpDesk work
• Experienced with O365 (Outlook, Teams/Skype, OneDrive, Excel, Word, Powerpoint, etc.)
March 2018 - November 2019
CCNA - Network Support Engineer • AVASO Technology Solutions
• Field Engineer / IT Support Engineer (coordinate with local IT and Remote teams on server, network, and desktop support tickets)
• On-demand maintenance and installations of Cisco network systems
• End-user support & hardware deployment and recovery (racking/mounting/cabling)
• Worked with many clients / vendors for on setup and configuration for Cisco switch and router upgrades
September 2016 - March 2018
Field Services Engineer • Global Technology Coverage - GTC
• Traveled to client sites (offices & warehouses) to work with local or remote IT on data-center issues such as part replacement, (HDD, Fan failure, etc.), setting up console and OOB modem for remote access
• Field Work/Support for all kinds of IT services from data center, networking, to user-end services
(Smart-hands, decommission, racking & cabling, iOS upgrading, etc.)
August 2016 - March 2018
Deployment Technician • Microserve
• Involves physical installation of PCs, Laptops, and Printers & Peripherals
• Transfer of settings & data, and installation & configuration of softwares
• Responsible for deploying and retiring IT hardware in client environments
• Train all new employees on procedures & respond to inquiries
• Users' introductory orientation on Windows 7
• Software and network configuration and troubleshooting
• Record-keeping and asset management (Shiplink)
• Work mostly in Health Care environment (FHA mainly) - Technology Refresh Project
• Work in Ministry of Canada offices - Workplace Refresh Project
January 2014 - October 2014
Parts Administrator/Technician • Microserve
• Responsible for ordering computer, printer, and peripheral parts for Microserve clients and internal staffs (break-fix team)
• Responded to customers' and techs' requests via phone/e-mail
• Recorded shipments and purchases through CMS (Call Management System)
• Part ordering through vendor websites (HP, Lenovo, Toshiba, Acer, Dell, ScanSource, Etc.)
• Coordinated with Microserve’s internal team (Shipping Department, Call Management Centre, Break-Fix team, and Purchasing Department) and client (HSSBC - PHSA, VGH, FHA, Etc)
• Acquired new knowledge on printers and specific computer hardwares
August 2013 - January 2014
Education
2011 - 2013
