I was born/grew up in: I was born in Hong Kong, and came to Canada when I was in grade 8.
I now live in: Vaughan, Ontario, Canada
I completed my training/education at: I have a bachelor degree in Computer Science from the University of Waterloo.
What I do at work
I do many different things during the day. As staff put in requests for support, I monitor to make sure tasks are being performed properly and the clients are satisfied. I manage the local support technicians to make sure they are effective and efficient. I provide feedback on any actions taken on the IT support side. I participate in major incidents and problem investigations for any site issues. I make sure the services for the site are working as expected.
I hold regular meetings with local leaders and teams on current and upcoming IT projects and initiatives. I also-provide training on different IT related services for users with whom I work as part of a team. We also hold meetings with analysts from other Amgen sites and provide updates on any new activities and issues.
My career path is
I did not expect to be doing this kind of job when I was in high school. I was mostly interested in IT systems support. I never thought I would have the opportunity to work on something different that is out of my comfort zone. I started as a tech support co-op student when I was in university and accumulated my work experience from there. I appreciate my previous and current managers who provided a lot of guidance and allowed me to step into this role as I grew and developed.
I am motivated by
I love it when users thank me for helping them to address their problems. Even when I may not be the one who actually solved the issue, I still assist them in finding the correct resolver group and contact. This saves them a lot of time looking for the correct individual. This career gives me many new challenges every single day as new technologies come out and are installed at the company. I need to always focus on the new developments and keep myself update-to-date with the latest technologies in order to be able to assist users and address their needs.
How I affect peoples’ lives
My career helps users in many different ways. One way is to make sure they are satisfied with our IT services and technology. This will help them to work in a much more efficient way as most users are not tech-savvy and need help from IT support. My role is to make sure their voices are heard and that their issues are routed to the appropriate group for quick resolution.
Outside of work I
I enjoy watching reality shows, Asian dramas and movies with my wife. I also like to play with my lovely Pomeranian. I love playing escape rooms and listening to music. Sometimes I will do a 30-minute run on a treadmill to keep myself healthy.
My advice to others
Do not stay in your comfort zone, try to explore different areas that you may not be good at; this will help you grow in your career.
- Computer Science
- Enjoyed doing things on my own
- Played on a sports team
- Played video games
- Felt great satisfaction in getting good grades