AUGUS CHENG

Experience

• 

  Fujitsu

  May 2009 - Sept 2010

  Technical Support Advisor

  • Working with service delivery manager, vendor and customer to fulfill Project objective.• Issue analysis and providing resolutions within SLA in order to ensure BAU in business.• Mentoring new team members.• Resolves customer's difficulties and any queries on our product effectively• To ensure customer's satisfaction with our services and products• Provide customer with status reports and documentation on the progress of the project.• Conduct Training to Customer and Staffs on products. Show less

• 

  仁大資訊

  Oct 2010 - Aug 2011

  Technical Support Advisor

  • Mentoring new team members.• Monitoring and tracking on fulfilment of Service Level Agreement.• Performing Unit testing, SIT, UAT of SOE Image before deployment to user.• Creating materials and working closely with the customer on the improvement performance of agents. • Participate on weekly and monthly team discussions • Track incidents escalated to others teams• Consult/ counsel team members on the gaps identified in handling the Incidents• Working closely with end-user to ensure critical customer product issues are resolved.• Provide day-to-day desktop support for Bank end-users.• Design review and suggesting optimization strategies for enhancements on desktop support operation.Technical Team: 2 direct Team Members Show less

• 

  DBS Bank

  Sept 2011 - Apr 2015

  Anlsy

  • Manage Project Scope, Schedule and Resources. Manage Project Risks and drive Issues to Resolution.• Technologies implemented include Symantec Altiris IT Management Suite, Software Licensing Management Process and Desktop Migration (Windows XP to Windows 7).• Executed all phases of project management from portfolio planning, requirements analysis, design, development, testing and implementation.• Negotiate service level agreements with internal customer and service providers;• Planning of IT Compliance, Business Continuity plan and disaster recovery plan to meet SOP for Annual Auditor Standard.• Apply OS patches and authorized software on a regular basis via ITMS tools (Altiris) and utilities. Configure/add new Desktop as necessary.• Support on Windows Server 2008, 2003, and most desktop operating system. Show less

• 

  緯創

  Jun 2016 - Jun 2017

  Presales Consultant

  • Provided consultation for clients in various industries.• Manage Project Scope, Schedule and Resources. Manage Project Risks and drive Issues to Resolution.• Provide the product education and training for customer.• Successfully implemented cloud services projects for clients in various industries.

• 

  HK Company

  Jun 2020 - now

  Senior System Engineer

  1. Manage Monitor Control System ( PRTG, Zabbix, Aws cloud, Ali cloud)2. Depoly Product Ver Updata and Management Ver.3. Maintain Product Server(300+) by Weekly.4. Fix and Resolf Product issue by Daily.5. Participating companies import ISO 27001