Tracy Chung

Experience

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  Compaq Computer Corporation

  Oct 2000 - Aug 2003

  Support Engineer
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  HP

  Aug 2003 - Dec 2008

  • Provide on-site service in HACTL• Perform daily Change Management and Configuration Management activities, document and govern the processes• Maintain and enhance change control system and security control system to protect the production computer systems• Control and administer job scheduling, backup, production access and incident management• Study and facilitate production changes and releases on system implementations• Prepare documentations for IT standards or guidelines and operation manuals• Assist in IT disaster recovery plan coordination Show less • Act as a supervisor to provide helpdesk support in HPo resources managemento escalation managemento training plan for new comers in the teamo report generationo prepare daily operation procedureo review and streamline existing support procedureso prepare and review existing user form and templateso deliver Client Computing Newslettero co-ordinate with global teams on day-to-day service delivery and process enhancement• Responsible for project management and coordination, such as IT Infrastructure upgrade and numerous client computing related projects:o Site Network Upgrade Project in Sep-Nov 2007o Office Move Project in Apr-Jul 2007o Direct Print Service Migration in Aug-2006 o Assisted in HKG helpdesk migration in Jan-2006o PC Backup Solution Deployment in Sep-2005o Remote Access Solution migration in Dec-2004o New Office Setup in Sep 2003• Awards & accomplishmento Participate in BS15000 (ITIL) Certification in 2005o Win the Silver award in HKACE (Internal Function Category) in 2004• Provide infrastructure support, such as data network and voice service troubleshooting, general servers admin• Provide end users client computing support, e.g. Windows, Messaging, Office, Wireless LAN, hardware replacement etc.• Provide Client Computing Helpdesk Support• Co-ordination of End User Training Show less

  • IT Analyst

    Jan 2008 - Dec 2008

  • Senior IT Support Engineer

    Aug 2003 - Jan 2008
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  Hactl - Hong Kong Air Cargo Terminals Limited

  Jan 2009 - Aug 2015

  Senior IT Analyst

  • Perform daily Change Management, Problem Management Asset Management and Configuration Management activities, document and govern the processes• Maintain and enhance change control system and security control system to protect the production computer systems• Plan production change and release on system implementation and stoppages in production• Evaluate production change request from the points of risk, stabilities, and sustainability. Approve until addressed issues are solved or reject• Maintain and enhance existing systems to ensure a smooth operation which meets established performance standards• Participate in yearly ISO9001 (Quality Management System) audit exercises• Review project deliverable from the point of production control requirement• Responsible for project management and coordination, and ensure smooth project rollout:o Logistic Control System DB Server Consolidation and Adabas Upgrade Project in Feb 2013 - Jan 2014o Windows 7 Client Upgrade Project in Jul - Oct 2013o Customer Relationship Management System Project in Jun - Dec 2012o IT Service Management System Rollout: Phase 2 – Asset, Incident & Problem management process in Oct 2009 - Jul 2010 Phase 3 – CCMDB & Change management process in Jul 2010 - Jun 2011o ISO Document Approval System in Sep - Nov 2009o Active Directory upgrade and Email System Migration (From Lotus Notes to Microsoft Outlook 2007) Project in Jul - Dec 2009o Internal Portal Production launch in Jun 2009• Define or refine documentation for process improvement• Monitor the operational performance of IT related services according to service level agreements• Advise management for improvement on computer operations• Assist in IT Asset Management and Software License Management for audit exercises• Manage production system privileged accounts; ensure timely password release for operational support• Supervise, train and develop subordinates and ensure good teamwork and discipline are maintained Show less

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  Digi-Sign Certification Services Limited

  Aug 2015 - Jan 2018

  Assistant Manager

  • Assist with day to day client management, including pro-active issue resolution• Responsible for project management and coordination, and ensure smooth project rollout:o Trusted Signing Solution for Hong Kong Sanatorium & Hospitalo 2FA Solution for Fubon Bank (Hong Kong) Limitedo E-Cheque Solution for Bank of China (Hong Kong) and Joint Electronic Teller Services Limited (JETCO)• Provide full support from development, testing, production implementation and production support• Provide weekly feedback to management internally Show less

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  Tradelink Electronic Commerce Limited

  Feb 2018 - Nov 2022

  Assistant Manager, Identity Management

  • Act as a Project Manager to be responsible for project management and coordination, and ensure smooth project rollout:o Biometric Login Solution for Hong Kong Jockey Club; support 1,000,000 customers with high login rate (1,200 login per second) HKJC TV App (Production Launch in Feb 2019) Racing Touch (Production Launch in Sep 2019) Mobile Betting App (Production Launch in Feb 2020)o Biometric Authentication Solution for Shanghai Commercial Bank Faster Payment System, mobile app "Shacom Pay" (Production Launch on 18 Aug 2019)• Provide online/mobile security services and solutions supporting identity management as effective mechanisms to address personal identity-related regulatory requirements• Plan, organize and control projects in order to deliver required quality business solutions within agreed scope, timescales and budget• Manage projects or phases of projects covering part or all of the full development life cycle• Accountable for project resources and for identifying project stakeholders• Review project deliverables• Manage project risks, including the development of contingency plans• Provide full support from development, testing and production implementation• Provide input to all core development road-map requests to ensure development streams are synchronised Show less

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  The Hongkong Electric Co., Ltd. (HK Electric)

  Nov 2022 - now

  Senior Production Control Specialist