SUMMARY

• Solid PC and desktop application skills for Windows OS, MAC OS X, Android and iOS mobile devices
• Troubleshoot hardware and software issues on PC and Mac OS, smartphone and other hand - held devices and knowledge of wireless and wired networks, including computer peripherals like printers, routers, scanners, and other mobile devices
• Client PC and Mac machine connectivity - Ethernet, TCP/IP and VPN and file server knowledge, etc.
• More than 10 years of experience in software development life cycle with VB programming and SQL
• Highly proficient in MS Office Suite like Word, Excel, Access, Outlook & PowerPoint, etc.; Adobe Suite like Photoshop, Illustrator & InDesign, etc. ; good command of SharePoint and Active Directory; Google applications like Google Doc, Sheet, etc.
• Good at Office Project Management duties like Internet Searches, SEO, Project Planning, and Project Tracking.
• Over 5 years of solid experience in manual and automated testing enterprise level web based security product under complex windows, Mac OS, Linux System and networking environments via real and virtual VMware with tools like QC HP, ServiceNow, Clarify, etc.
• Good understanding of TCP/IP, Ethernet and Windows networking, CISCO routers, http/s & VPN, etc.
• Master Degrees of Information Systems and Post Graduate Diploma in Applied Linguistics
• Good knowledge of MS and Mac Terminal Server, VNC (teamviewer, Windows Remote Desktop, etc.), resources networking and sharing technology
• Responsible, detail-oriented, good team player and fast learner.
• Multitasking and multilingual skills, good technical writer with excellent documentation skills: Excellent oral and written skills in English, Chinese, Russian and basic Japanese; Candidate for the Certified Translator, Confidential
• Excellent communication and interpersonal skills. Excellent analytical, problem solving and organizational skills. Persistent attitude at getting the started job done.

TECHNICAL SKILLS

OS: DOS, PowerShell, MS Windows 2000/3/XP/Vista/WIN7/8/10, Apple Mac OS X 10.4+, Android System, iOS, CISCO system, other handheld Systems and Linux, Unix, etc.

Languages & Tools: VB.net, VB6.0, VBA, VBscript, ASP(.net), CSS, HTML, SQL, FTP, PHP, C, JAVA

DBMS: SQL Server, MySql, ADO, ODBC, CRM

MS & MAC App: O365 2013, Office Suite 2010; SharePoint, Active Directory; Adobe Suite.

PROFESSIONAL EXPERIENCE

Senior Customer Engineer

Confidential, Gaithersburg, MD

• Provide face to face/remote/online desktop/laptop/tablet/phablet ongoing help desk support and top quality customer service for Mac OS X & Windows OS at the service levels agreed with the end users on a variety of issues for but not limited to end user applications like MS Office Suite, SharePoint, Active Directory, Adobe Suite, etc.
• Possess excellent written and verbal social communication skills with a variety of constituent groups including senior management, peers, and outside contacts.
• Able to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines
• Create and maintain user accounts, passwords, data integrity, system access & security.
• Deploy, install, configure, refresh, re/image, migrate via both MS MTD, SCCM & MAC Migration Tools; troubleshoot software and hardware like: laptops, workstations, routers, printers, phones, video conference units and mobile devices, etc. according to the relevant procedures
• Troubleshoot WAN/LAN and TCP/IP connectivity issues across a variety of technologies (LAN/ Broadband/Wireless)
• Support Security Standards (anti-virus/anti-spam/firewall/patching)
• Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages with sound judgment to provide timely resolution of problems.
• Use ServiceNow ticketing system, problem management databases, help desk system, Active Directory, SharePoint and knowledge Base, etc. to document work (incident, service request or project tickets) and respond to tickets in a timely manner.
• Perform a variety of complicated tasks and report to a supervisor or manager with appropriate judgement.
• Document case status and provides updates to management and end-users
• Develop, document, and maintain standard operating procedures, best practices and customer service guidelines
• Responsible for the setup, take down and re-location of all MAC/PC systems and other IT equipment.
• Accomplish the tasks with a wide degree of creativity and latitude.

Help Desk Support Technician II

Confidential, Gaithersburg, MD

• Provided desktop support and customer service to end users on a variety of issues. Identified, researched, and resolved technical problems.
• Responded to telephone calls, email and personnel requests for technical support.
• Used ServiceNow ticketing system and responds to tickets within a timely fashion.
• Accomplished Activities including recognition, research, isolation, resolution, and follow-up.
• Documented work in ServiceNow ticketing system.
• Performed general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support with use of problem management databases and help desk system.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Experienced in judgment to plan and accomplish goals. Performed a variety of complicated tasks.
• Reported to a supervisor or manager with wide degree of creativity and latitude.
• Experienced providing face to face desktop support and top quality customer service.
• Excellent written and verbal communication skills.

Help Desk Team Lead

Confidential, San Diego, CA

• Led and supervised my Power Team to serve their groups of clients online or remotely on both Apple, Windows and mobile devices (Android, iOS, Windows Mobile, etc.)
• Analyzed the client feedback and data and presented the results in Google Doc, Microsoft Excel Sheets, etc.
• Audited the instructions of each Power Team members to keep the coaching level up to the required standards
• Provided individually customized clients-specific instructions and support to lead them on the way of success on FanBox(empowr)
• Tested the newly launched features of the FanBox (empowr) at its each update and upgrade stage of its development life cycle
• Attended online routine Team Leads meeting and held Power Team meetings for problem solving and brainstorming
• Learned and updated Power Team Coaches and clients about the frequent updates, upgrades and features continuously improved and newly launched during the product development lifecycle.
• Triaged, prioritized and reported the bugs and glitches reported by my Power Team Coaches and their clients
• Submitted the technical support tickets for the bugs and glitches triaged by their nature and critical degree
• Conduct non-routine meeting and communicate with Power Team Coaches and clients for various issues found on FanBox (empowr).
• Provide ongoing support and serve as an escalation point for the client for apps and software product
• Provide daily system/application administration and maintenance
• Ensure all work is supported by appropriate documentation in the internal ticketing system
• Demonstrate good social skills and work in a professional team environment as a Team Lead

Senior Technical Support Analyst

Confidential

• Provided IT Support for Apple and Windows devices (Laptops, Desktops, Mobile devices)
• Configured, set up and repair hardware/software for Apple, Windows and mobile systems, and peripherals like router, modem, printers and scanners, etc.
• Troubleshot hardware and software issues on the company IT systems (CompTIA A+)
• Monitored and fixed office devices issues on company wired and wireless networks (CCNA certificate)
• Maintained, updated and backed up/restored company IT systems
• Analyzed the client data for the App and present the results in Google Doc, Microsoft Excel Sheets, etc. and escalated to higher level if issues can't be handled in local offices
• Prepared training material and presentation regularly for the training course specific to company clients and conducted lectures on various topics as required for company clients in IT fields
• Co-organized company events and run, translate and interpret regular company meetings, trainings, presentations and various other events, etc.
• Assisted Director with decision making in IT planning, online marketing, E-commerce and business development
• Followed up with clients to ensure their needs are met.

IT Support Speciali st

• Troubleshot hardware and software issues on Windows, Apple and mobile devices with full knowledge of wireless and wired networks (CCNA certified and CompTIA A+)
• Configured, installed and troubleshot hardware/software, and peripherals like routers, printers and scanners, projectors, conference equipment and devices, etc.
• Maintained, updated and backed up/restored office system (windows 2k/XP/Vista/Win7/8) and company website
• Trained company’s staff in the basic and advanced use of MS Office Suite, Adobe Suite, SharePoint, Active Directory and the basics of Internet, W/LAN, FTP, http/s and wifi etc.
• Computer graphically designed and published advertisement for company clients on newspaper and website using Adobe Suite.
• Assisted Director with decision making in IT planning, E-commerce and business development
• Followed up with customers to ensure their needs are met.

Senior QA Analyst

Confidential

• Drive System Integration Testing (SIT) planning activities
• Develop high quality test scripts, test conditions, input test data, and expected results for System Integration Testing
• Become relied upon subject matter experts in the enhancement areas of Release 3
• Execute test scripts with efficiency and precision on local Machines & remote VMware, Citrix
• Record problems and issues in accordance with the project's incident management process
• Work with the application and build teams to resolve any issues that arise out of the testing process
• Thoroughly validate and fix defects raised by myself and other team members
• Inform the test leads of any issues that may arise during the process of SIT and relevant tasks

QA Software Test Engineer II

Confidential

• Performed manual and automated functional, GUI, core, acceptance and regression testing via http/s web pages with the help of Loadrunner/QTP, etc. before software product release deadline individually or together with a testing team of more than 15 team members
• Localized and tested localization specific software (traditional/Simplified Chinese; Russian; Japanese, limited French and German, etc.)
• Determined test approach and metrics to test applications for overall functionality, performance, security and compatibility with variety of windows environments, networking including hand held system like Pocket PC under different browsers (Especially Chinese character specific (in Japanese & Chinese, etc.) localized software product)
• Setup the complicated real testing and virtualized environment include hardware and software testing windows environments of Windows 98/2k/XP/Vist/7(32/64bit) NT/2000/2003/Linux/Macintosh or under the VMware virtual machines, updated and maintained them
• Designed test plans, test cases and test scripts which improved quality, productivity and efficiency of the software products
• Used VNC for testing under remote networking environment resources and tested VPN component for its connectivity and security under local and remote environments
• Communicated with customer for their found bugs and setup change request for testing releases, patches and hot fixes
• Reported bugs using bug tracking tools like ServiceNow, Aptest, CVS, Clarify, Microsoft Excel, Word and WebPages with the help of SharePoint and Active Directory.
• Conducted training programs and presentation on projects and wrote, translated and compiled Knowledge Base.