Luke Wu

Experience

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  Huapu Information Technology Co.,Ltd

  Jan 2005 - Oct 2008

  IT Service Engineer

  Hewlett Packard gold service, provide onsite hardware repair and installation services upon HP’s PC, PC server, printer and MFP;Participated in some IT on-demand service programs like office and data center move.

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  Fenwal Medical Technology Inc.,

  Oct 2008 - Feb 2013

  Planned and completed office IT infrastructure migration from Shanghai to Beijing. Through close liaison with internal and external project stakeholders, completed the budget formulation, server room construction, equipment procurement and installation, packing transportation and integrated wiring on time;Helped the company to introduced a SQL based data management software named i-Trace, and worked with the software develop team to finish the commissioning test and the installation of the implementation in Hangzhou and Tianjin, also provided technical support and trainings on the customer sites in the late.Work as SAP key user(QM module) to maintain and update QC data records for QC department, also provide reports on demand; Manage office IT infrastructures, including servers and storage devices, phone system and local clients, and monitor the status of the office network, make sure the office LAN and WAN is running stable; Provide IT support for over 100 office users (in China, Korea and Thailand) as an IT Service Desk member, also need to handle the service request and incidents properly. Show less Manage office IT infrastructures, including servers and storage devices, phone system and local clients, and monitor the status of office network, make sure the office LAN and WAN is running stable; Manage the company Active Directory users and group objects under certain OUs; Prepare computers for the new employees, including computer installation, user accounts creation and providing orientations; Provide IT support for over 150 office users (located in China, Korea, Thailand and India) as an IT Service Desk member, also handle the service request and incidents properly. Show less

  • IT Specialist

    Mar 2010 - Feb 2013

  • IT Specialist

    Oct 2008 - Feb 2010
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  GEA Group

  Aug 2013 - Dec 2015

  IT Specialist

  Manage office IT infrastructures, including servers and storage devices, phone system and local clients, also monitor the network status by using managing tools like Solarwinds, make sure the office LAN and WAN is running stable; Provide IT support for about 120 office and factory users as an IT Service Desk member, also need to handle the service request and incidents properly; Use Symantec Backup Exec backup software to do the daily production data backup on the backup tape library and perform off-site disaster recovery process, also responsible for daily maintenance and cartridge replacement for the office fax machines, printers and MFPs; Following the company's standard to processes the IT hardware procurement and update replacement on demand, provide computers to the new employees, including computer installation, user accounts creation and providing orientation trainings; Manage the company Active Directory users and group objects under certain OUs, and responsible for managing multiple file servers, to control user access to the shared files and folders. Show less

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  EMC

  Dec 2015 - May 2017

  Upgrade Engineer, Remote Proactive, Global Customer Service

  Apply advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues and perform system upgrades on various EMC storage/cloud products;Record and analyze problems during the upgrade procedures, generates solutions by inquiring internal technical documents and KB system;Responsible for sharing all acquired knowledge concerning problem resolutions and maintain internal knowledge base;Cooperate with management teams to continually improve customer satisfaction. Show less

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  Dyson

  May 2017 - Jul 2020

  Define the strategic IT upgrades and continuous improvement required to ensure that all the IT applications/services continually meet the business needs and that they remain supportable, eg. SAP, Workday, Cegid and ServiceNow;Work with IT Run, IT Delivery and IT Design teams, ensure delivery of an effective and optimized new service to the customers – include SAP S4 Hana global rollout preparation and ServiceNow enhancement;Regular service review with 3rd party vendors/suppliers and business users to support IT CSI;Work with Global IT teams, functional owners and 3rd party vendors to deliver various local IT/digital projects rollout, eg. CRM, WMS, HRIS, meeting room booking system and IT vending machine. Show less Work alongside local IT infrastructure team and IT Service Teams located in the UK, Malaysia and Singapore, manage a local service desk team of up to 4 Service Desk Engineers;Responsible for 1st and 2nd line desktop and application support delivery in the Dyson HQ in China with 350+ users based over 4 floors and 4 cities, make sure the support of additional sites that include warehousing, repair workshop, satellite sales offices and retail stores is of equal importance and same high quality;Manage the operational workload of the service desk team including work allocation and proactive resource planning;Promote high standards of working practices within the team including driving compliance to IT procedures and policies;Store opening, POS integration user training and VIP support.Maintain strong asset management standards and supplier management. Show less

  • Service Delivery Manager - Greater China

    Dec 2018 - Jul 2020

  • IT Service Desk Team Leader - Greater China

    May 2017 - Dec 2018
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  Pandora

  Jul 2020 - Jul 2023

  Service Delivery Manager - Pacific, Greater Asia & Greater China

  Ensure the watched PGA(AU, NZ, JP, SG) and GC(CN, HK, TW) regions receive effective IT service delivery from numerous IT stakeholders and service providers among both BAU and project rollout – key KPI is user satisfaction rate.Take various actions to support local projects implementations like office move and business applications (Cegid POS, HRIS and CRM)’s change, upgrade, cloudization and replacement.Oversee all IT ticket requests for the escalation and action as necessary. Work proactively as the single point of contact for user escalations/complains to make sure the agreed SLAs are followed;Being part of the weekly Change Advisory Board to support application delivery, infrastructure operations and cyber security operations, as the regional market’s point of contact and approver;Manage effective user communications to local IT and wide business stakeholders regarding system outage, update, new release and changes;Build and maintain a strong professional relationship with global and external IT vendors for hardware procurement and IT outsourcing services, review and renew licenses and contracts as needed;VIP and onsite event support as needed;Financial month/year end closure support with global POS, ERP, BI, and finance teams to make sure data discrepancy is eliminated;Take proactive actions as an application owner to ensure some local applications’(eg. HK HRIS and China Finance reporting tool) stability and security to avoid potential service disruption or system outage. Show less

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  SystemsGo

  Dec 2024 - now

  Senior Support Specialist

  Manage daily service coordination & operations support in a shared IT service center;Build and refine Service Center workflows to align with business needs and improve operational efficiency;Collect feedback from internal teams and customers to identify process gaps and implement improvements;Monitor and maintain systems knowledge across multiple customer environments to ensure smooth operations;Take various actions to support local projects implementations like office move and AV systems installations and delivery. Show less