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Work Background
AmazonIT Help Desk Security Team Lead- Amazon
Apr. 2025Resolved Tier 1–2 technical issues with an average 95%+ first-call resolution rate.
Supported Sev2/Sev3 AWS incident response, coordinating with upstream Amazon teams and vendors to reduce downtime and restore service efficiently.
HCL TechnologiesOn-Site Technical Support Specialist
Aug. 2020 - Apr. 2025Led onsite desktop and systems support across the APAC region, including DSM deployments, for up to 250 end users in an Active Directory environment, ensuring seamless operation of Windows, Lenovo ThinkPads, macOS, networks, and iOS mobile devices.
Agnus Consulting - Investing in PeopleInformation Technology Support Specialist
Nov. 2014 - Jul. 2020Teach and delivered virtual training programs using Zoom, creating secure breakout rooms, managing attendee assignments, and co-hosting sessions with TSMC and ASML.
Standard & Poor'sAssociate
Oct. 2010 - Sep. 2014Ran SAS/SQL code to assess, clean, validate and analyze large datasets.
Maintained consistent permission handling regarding folder roles, individual roles, and organization roles
Touch Support, Inc. & SNF Back OfficeRegional IT Consultant - APAC
Jan. 2006 - Oct. 2015Achieved sales and distribution target for 13 states in the US, South East Asia and Hong Kong. Retailer clients include: Elo-Touch, Amazon, Planar and View-sonic.
Handle the tasks of troubleshooting heavy technical issues both English and Mandarin Chinese.
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