Matthew Yuen

Experience

• 

  Symbion Pty Ltd

  Apr 2006 - Oct 2013

  IT support
• 

  Good Choice Computer Services

  Feb 2012 - Mar 2015

  System Engineer/Owner
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  24HSC (Australia) PTY LTD

  Mar 2015 - May 2018

  System Engineer / Director

  We specialised in Managed IT services, Maintenance services, Infrastructure migration and technology refresh deployment.Managed IT services are targeted for SME where they do not have IT personnel and we will operated like their IT personnel taking care of IT matter and developed IT strategy with the management team/owner.Maintenance services are targeted for enterprise customer specifically global company with no local or minimum personnel where we can carried out migration, technology refresh and urgent fixes. Show less

• 

  Simonds Homes

  Apr 2019 - May 2020

  IT Infrastructure Engineer

  • Provide Level 2/3 support to 900 users through email, remote and face to face• Install, Maintain and troubleshooting all PC, network device and sever issue• Create/disable user account from Active Directory• Create/disable user email account from Office 365 Admin Centre/ PowerShell• Maintain all desktop, Laptop and mobile phone warranties• VPN setup and update• Maintain 1000+ Sim card for users (Mobile Sim and Data Sim)• Maintain 1000+ user Mobile account from Optus and Telstra Portal• Work on ServiceNow and Jira ticket• Work with offshore team on incidents and user requests• Escalate issue to higher level if required• Perform IT related administrative tasks & duties• Office365 administrative task (blacklist email, mail trace, public folder, etc.)• AD administrative task (group member, password reset, group policy, DFS, etc.)• Onsite setup and support display home (network, laptop and desk phone)• Train up new staff Show less

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  Cognizant

  May 2020 - now

  Technical Lead

  • Delivering Field Services Project and steady state delivery in line with recognized IT best practice methodology (governance, quality assurance, issue resolution, reporting).• Analysis of service provision and resourcing based on SLA's, assets, site criticality and customer requirements• Experience on End user computing IT infrastructure devices to enable understanding of requirements• Strong understanding of Break-Fix, Service Requests, IMAC, Incident and processes within ITIL · Strong customer and vendor relationship management• Day to day oversight for field service tickets, service levels, customer communication and escalations• Oversee field service team within APAC• Creating and Monitoring ServiceNow Dashboard• Providing Analyst APAC Monthly and yearly report• Data migration from network drive to MS Teams/SharePoint Show less