Mike He

Experience

• 

  PTC

  Jun 2012 - Nov 2019

  Service Desk Analyst

  Provided immediate remote support to 6,000 global users and 400 VARs for hardware, software, mobile devices, server/systems access, and business applications.Analyzed and resolved various reporting issues, documenting solutions.Addressed issues via in-person visits, phone, or web communication.Monitored support queues closely to ensure timely handling of cases.Identified and managed incidents as the primary point of contact for users and customers.Diagnosed, escalated, and resolved incidents following documented processes and procedures.Tracked incident progress accurately and communicated updates to users promptly.Completed daily operational tasks as required, adhering to ITIL incident management processes.Familiarity with network and server monitoring tools such as HP OpenView, Netbackup, Autosys, SolarWinds, and SCOM.Maintained a positive demeanor under pressure.Provided level 1 application and process support for Salesforce.com.Logged, escalated, prioritized, and supported worldwide user community needs.Recorded incoming problems and service requests from global employees and sales partners.Resolved service requests efficiently, adhering to service level agreements.Ensured high levels of customer satisfaction, technical expertise, accuracy, and timeliness. Show less

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  G42

  Dec 2019 - Nov 2021

  • Information Technology Support Team Lead

    Mar 2021 - Nov 2021

  • Information Technology Support Engineer

    Dec 2019 - Mar 2021
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  Hayat Biotech

  Nov 2021 - Mar 2023

  IT Manager

  Managed the design and implementation of comprehensive IT projects, overseeing the deployment of Email, Active Directory domain services, Corporate network and VPN, Distributed File servers, software applications, and web services. Orchestrated the rollout of an ERP system, Microsoft Dynamics Finance and Operations, on-premises. Spearheaded security initiatives to fortify workspace integrity, encompassing network infrastructure, servers, and endpoints through antivirus and data loss prevention measures. Directed the implementation of Extra-low Voltage systems for a manufacturing facility in KIZAD, covering Network, CCTV, Access Control, and Data Center Facilities. Developed and enforced IT policies and procedures to enhance operational efficiency and service quality within the organization. Show less

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  G42 Asset Management Limited

  Mar 2023 - now

  IT Manager

  Provide tailored IT solutions to meet business and regulation requirements.