Employee Tech at Wayfair (2021/11 – Now)
- Get Shanghai office set up from zero to one from IT perspective, including office facilities, hardware, system, network, etc.;
- Get the office environment ready for Wayfair standard tools, mainly G Suite, via Citrix VDI, security policies and certificate management, etc.;
- Help to define the policies and standards for this new office, like IT security, standard procedure to access company data and services, etc.;
- Monitor and provide support mainly to Wayfair Shanghai and Hong Kong offices and also to some users/contracts in some other Asian countries and regions and make sure IT provides necessary support and meet the requirements of the expanding Wayfair offices and teams in Asia;
- Manage and monitor the system and platform for G Suite, Okta, Intune, O365, Citrix, etc. that end users need for daily work;
- Record and manage incidents and problems in Service Now and Page Duty to make sure things are running well and can be fixed asap if any goes wrong;
Senior ITSE in WE Communications (2019/1 – 2021/11)
- Manage the system and servers, both on-premise and on cloud, including AD, AAD, SCCM, exchange, O365, Intune, ATP, printer server, data server and NAS, etc.;
- As Jamf administrator, take the responsibility of Jamf platform normal function for the company Macs globally, plan and deploy IT projects on MacOS, like OS uprgade, application push and update, and configuratuion between Jamf and Intune for secure access to Sharepoint data, etc.;
- Plan and carry out projects with other colleagues, like data migration from local server to Sharepoint, retiring hardware servers and moving related services to virtual servers, upgrading network, etc.;
- Monitor the network performance with the NPM tool (Orion) for Beijing and Shanghai offices and the connection status from these two sites to other WE sites outside mainland China, and work with network engineers to resolve issues if there is any;
- Work with various vendors to maintain the hardware, network and related services, like UPS, ISP, etc. to better plan the budgets;
- Take the responsibility of all IT related matters of WE Shanghai and Beijing offices;
- Manage the IT contractor who comes to the Beijing office as needed for the local requirement;
- Write and modify Powershell and bash shell scripts for daily work and also for colleagues for more efficient resolution to issues;
IT Support at Clarksons Platou (2017/8-2018/12)
- Act as the IT POC for Shanghai office of the global IT team;
- Maintain the office network performance and work with network engineers or ISP to make sure it runs well for the daily office business;
- Help user solve the internal and external system/application issues;
- Maintain the office hardware, like Cisco IP phones, audio/video conference facilities and mobile devices, etc.;
- Work with other teams, like internal development team and ISP, to carry out IT projects globally;
- Manage joiner and leaver processes, including account creation/deletion, granting/removing permissions, etc.;
- Record all tickets and related details within the internal ticket tracking system;
Service Desk at Unisys (Shanghai) and DSM (Nanjing) (2014/6-2017/8)
- Provide call and remote support to users to help them solve IT related issues and record all important details of the issues in the ticket recording system;
- Via AD tool, make sure users’ accounts and related permisions work well, including logging into the company computer system, access to share drives and access to specific systems for their daily work;
- Cooperate with other IT teams and third-party vendors to carry out new projects and make sure all required applications are pushed and installed successfully in users’ computers and if not, provide remote troubleshooting;
- Report major incidents to the critical incident management team timely and act as directly contact between the team and end users to collect neseccary information to get the issues resolved within the requirement of the SLA;
- As team English representative, contact Microsoft, HP and other third party vendors to solve end users’ problems under their responsibility;
- Translate and summarize teh articles on new IT projects and updates, and give internal trainings to teammates to handle the following related issues to meet the SLA;
- Help with the induction of new agents to get them familiar with the procedure of the daily work and standard answering call prcedure, including greetings, closure notes, the communication method and the necessary IT knowledge to make issue reporters more satisfied with our support;