專家介紹
Good morning/afternoon. My name is Kwan Hoi Man. I am a recent graduate from The University of Hong Kong with a Bachelor of Science in Information Management.
My career focus has been on bridging the gap between complex technical systems and end-users. In my most recent role as an Application Support Engineer at Lane Crawford, I acted as a liaison between business units and technical teams. My daily work involved not only troubleshooting issues across cross-functional teams but also managing Active Directory and facilitating the onboarding of new staff. I am particularly proud of creating a comprehensive Knowledge Base on Confluence, which significantly improved the team's efficiency in solving recurring issues.
Prior to that, I worked as a Helpdesk Specialist at HKEX. This was a high-volume environment where I resolved over 150 technical faults every month, covering hardware, software, and network issues. This experience trained me to remain calm under pressure and deliver timely resolutions using ticketing systems like ServiceNow and Jira.
Technically, I have a strong foundation in SQL, Python, and Java, and I am well-versed in ITSM processes. I believe my combination of technical know-how and strong communication skills in English, Cantonese, and Mandarin makes me a great fit for this role. I am eager to bring my experience in system support and user optimization to your team.
