Mark Lo Email & Phone Number

Australia

Sydney, Australia

Ausin Group is a leading multi-disciplinary property and investment services business with 26 offices across the globe. Based in Sydney Head office and respond to any IT-related issues to Ausin internal users with minimum downtime. Work in a team with global IT director along with external helpdesk support vendor.• Monitoring the performance networking infrastructure and raising issues and recommendation to preclude outages• Communicating with 3rd party service providers and coordinating most efficient and effective ways to implement and support the Ausin IT platforms /applications / systems• Providing recommendation on design and/or usage of networking technology and/or software tools to enhance users ‘operation efficiency, effectiveness and experience• Documenting all systems and producing users guide to enhance user adoption rate• Responding to ad-hoc internal user support requests from time-to-time when Helpdesk is unable to deliver service in timely manner

Sydney, Australia

Real World Technology Solutions is an innovative IT Telecommunications and Managed Services Company delivering enterprise quality voice, data and IT management Services. Work in a team of 6 to provide quality IT services to clients• Escalation point for level 1 support to troubleshoot Sev 1/2 issue• Manage and document clients with Zendesk ticketing system• Monitor all the customers’ infrastructure with AEM tool• Deploy business server infrastructure according to client’s specification• Liaise with 3rd party vendor to assist business application issue

Northwest Business Park

Hosted Continuity is a Managed IT Services organization. Support IT-infrastructure involving in windows server administration, installation and troubleshooting of operating systems.• Implementation and administration of windows domain i.e. DC, active directory, GPO, Exchange, DNS, DHCP, antivirus solution, Backup solution, Disaster Recovery Plan with Dell AppAssure, user-level support• Installation, commissioning and maintenance of new server at various clients on server 2008, SBS2011 and 2012• Manage and document client’s support case with CA cloud service management ticketing system• Provide onsite technical support to client site and liaise support issue with system vendor if required• Provide customer support on phone with 200 end-users with various clientsAchievements:• Successfully converted physical server into virtual VM by AppAssure• Migrated a mid-size company into virtual RDS work environment• Deployed MS Lync 2013 to internal staff

St Leonards

Richard Crookes Constructions is a constructions company that building for government and private clients. Worked in team of three and be the first point of support contact to support 100 users across main office and construction sites.• Managed the helpdesk system under business SLA requirement• Provided second level support to internal stuffs• Daily server maintenance check and backup log• Coordinate with vendors support for business application issue• Prepared report on helpdesk progression and managed the workload of the support team• Provided and developed business solution in different aspects according to the business need

North Ryde

PacLib Group is specialize in commercial and industrial property development. Worked in a team of three and responsible for provide support to internal staff.• Provided technical support to internal staffs and construction site• Managed and deployed server on windows 2003/2008• Actively involved in administration of company SharePoint site• Deployed latest software and manage updates with system center configuration manager• Troubleshooting the issues with windows mobile devices• Monthly on-site support on different site around Sydney