Siyuan

IT Helpdesk Support Specialist

hteyw

Oct 2024 - Present • 1 yr 11 mos

• Served as the primary onsite technical support specialist for the 150+ user Greater China Headquarters, ensuring seamless day-to-day business continuity. • Resolved an average of 60 tickets per week via ServiceNow to meet ITSM standards, troubleshooting Office 365, Active Directory, and Windows 11 while exceeding SLA targets. • Provided high-priority VIP support for C-suite executives, ensuring zero downtime for decision-makers. • Managed regional asset recovery during restructuring, collecting work computers from 300+ remote sales managers and updating ServiceNow for audit accuracy. • Led an internal hardware transfer program between Wyeth Nutrition and NCL (Nestlé Group): coordinated with finance and legal on residual values and contracts, processed system write-offs, and managed logistics to redeploy surplus laptops. • Led the IT decommissioning project for 25 distribution centers, collaborating with global teams and managing shipping vendors for secure equipment returns. • Oversaw conference room AV systems and video-conferencing technology for high-profile regional corporate events.

E-Learning Specialist & LMS Administrator

Ford Motor

Feb 2016 - Feb 2024 • 8 yrs

• Managed the LMS platform for over 330 Ford and Lincoln dealerships nationwide, handling user administration, role access, course tracking, and Tier 2 support. • Assisted the global team with the rollout of the FordConnect webinar system, managing vendor relations with China Unicom for local server deployment and platform stability. • Digital Transformation & Content: Led the shift of Lincoln China's technical training from classroom to online. Managed the video team to establish production steps, utilizing Adobe Captivate to convert PPTs into HTML5 files, develop video content, and embed videos into PPTs before publishing them as interactive HTML5 modules. • Planned yearly course roadmaps, ran monthly progress meetings with business leaders, and used student feedback to continuously optimize courses. • Managed AV equipment for live webinar sessions, and onboarded and certified 40+ corporate presenters on virtual delivery methods.

IT Support Engineer

Tenneco

Jun 2015 - Nov 2015 • 5 mos

• Provided Tier 1/2 IT workstation support for 200+ endpoints across the primary Shanghai plant and six regional Just-in-Time (JIT) manufacturing units. • Monitored local server backups and automated data synchronization schedules to prevent data loss. • Maintained supply chain operational continuity by diagnosing and troubleshooting SAP barcode clients, handheld scanners, and SAP MM user access errors. • Configured enterprise mobile profiles, deploying corporate VPN access and MDM policies on iOS devices.