• Primarily responsibility for the overall technical operation and maintenance of all main systems and subsystems.• Ongoing high end technical, engineering and upgrade support for main systems and subsystems used on the Metropolitan Mobile Radio Astro Integrated Voice and Data Radio Network and Mobile Data Network High Performance Data Network including Central and Remote Sites, Microwave Distribution System, Console Dispatch System, Voice/Telephony Logging Systems, associated LAN/WANs, external interfaces and Network Management Systems• Act as a technical escalation point for Network Operations Control Centre (NOCC) staff or Field Engineers requiring technical assistance.• Provide technical user support and customer service. Be present and visible in the NOCC and available to CSOs and CSTs and/or users requiring technical assistance.• Be available for occasional after hours call out from the NOCC to assist in resolving urgent system problems.• Develop, implement and maintain procedures to measure and track service performance/quality.• Provides short and long term in depth analysis and investigation of problems.• Manages resources for deployment (directs field or surveillance staff).• Represents the group to Management and /or vendors (or other support groups as applicable) in the resolution of equip/network performance problems.• Identify and develop work instructions, procedures and policies (surveillance, analysis and testing).• Conducts network testing, integration and certification.• Mentors junior staff/Intern• Undertake special projects such ad System Integration,Upgrade,Deploy

• Provide 1st and 2nd level incident management and resolution Based in ITIL Framework.• Responsible in managing Backup over 4000 Windows/Unix servers with over 1000 critical application servers for Cathay Pacific Airways• Experienced in overall server operations (including user administration, security, networking, backup and performance monitoring).• Familiarity with troubleshooting, repaired software and hardware problems on desktops, laptops, network device and printers. • Installed, and configured software and hardware product updates for new joiners such as Win XP, Win 7 & Win 10.• Involve in reviewing change and problem tickets and preparing the draft Post Incident Report after most of major incident.• Provide support & monitoring of backup in a large, complex, multi-clients, & enterprise computing environment.• Support various type of backup application EMC Networker, Symantec NetBackup, Arc serve and HP Data Protector.• Support NetApp 7 Mode and Cluster Mode Administration. • Worked with vendors such as HP, EMC, Symantec, Microsoft, NetApp for businesses related applications.• Ensure policies are enforced and service level agreements (SLAs) are met based on direction from leadership.• Customer facing support to include performance monitoring, hardware and OS troubleshooting.• Join conference call via conference call/Skype with all the related team and drive the issue till the resolution.• Manage multi-cultural customer environment with globally installed base.• Organized regular audit of backup configurations to ensure quality of service.• Develop and maintain troubleshooting guides and other documentation for operations.• Provide training, troubleshooting, technical advice and direction to other members of the team.

• Provides network support in network and voice daily operation for client and meet the client’s SLA (Service Level Agreement). • Lead a team of 8-10 engineers responsible for technical support for network and voice IPT• Handle the tasks of monitoring network and voice corresponding infrastructure and associated applications and take corrective action to restore service.• Management and troubleshooting of Cisco Analog and Digital voice gateways and devices.• Configured and maintained over 2000 Cisco VoIP phones throughout several sites and region APAC, EMEA, AMER• Responsible for the analysis/troubleshooting of large scale enterprise VoIP networks. • Responsible for support of Cisco Call Managers 4.x,7.1.x,8.x, and Cisco Unity Servers.• Coordinated work between technicians, engineers and vendors while documenting work actions on network issues until problem was resolved.• Supporting the voice infrastructure including Cisco call manager, unity, Cisco LAN switches, routers and voice gateways.• Established team goals and performance metrics to encourage ownership and accountability for bottom-line results.• Generate and monitor reports to ensure quality and service levels are maintained and deficiencies are identified and repaired.• Serve as go-to-person regarding any technical, administrative and operational related functions.• Training and guidance provider helping with the development of staff members.

• Provide technical support to field technicians and customers to resolve network issues.• Supported Cisco routers, switches, LAN to internal and external customers• Researched solutions from various sources and applied documented procedures to resolve hardware and software issues for internal and external customers• Troubleshoot network issues (TCP/IP, HTTP, SSH, DNS) to internal and external customers• Worked closely with hardware and software vendors as the primary IT contact person for RMA's.• Configured networks, remote access systems, computers, and periphery such as fax, printer and other it gadget• Monitored the network infrastructure, troubleshot and resolved bandwidth problems using WhatsUp Gold • Built and troubleshot common and specialized network configurations based on customers' needs.• Cross trained and assisted other technical support engineers on network applications and/or protocols.

• Managed IT service support for 4 and 5-star hotel• Remotely access user's machines and assist with troubleshooting with network connection• Contact manufacturer technical support to create tickets for problems that needed escalated.• Answered phones on a multi-line system with a que and entered tickets into ticketing system.• Responds to requests for technical assistance in person, via phone and email.• Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues.

• Installed, repaired and upgraded 100-200 user PC's and laptops• Fabricated patch cables and configured patch panels for network connectivity• Troubleshot all software/hardware/network issues that arose.• Hands on experience with Microsoft Windows Enterprise Server, Small Business Server and Workstation NT through 2008, Active Directory, Microsoft Exchange, Microsoft Office, Windows XP/• Server hardware, cabling, routing, LAN environments, PC Desktop and components• Practiced preventive and corrective maintenance to prevent failures for MIMOS IBM, Apple laptop and PC