SUMMARY

• Proven Success in System Optimization and Strategic IT Solution
• Utilize experience and technical skills to halp significantly impact organization productivity and growth.
• Quickly adapt to changing environments, remaining flexible and committed. Identify and resolve problems promptly, gathering and analyzing information skillfully, and developing alternate solutions as needed. Demonstrate accuracy and thoroughness, finding ways to improve performance and promote quality.
• Communicate with excellence and use reasoning to deal with professional, technical, and sensitive topics. Effectively respond to requests and meet commitments by instituting positive team and work environments through collaborative efforts with colleagues, users, administrators, and clients.
• System / Software Configuration and Implementation (Upgrade and Maintenance)
• Security Solutions | Technical Support | Productivity Improvement | Daily Task Optimization and Mentoring | Workflow Planning | Account and License Management

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Senior Helpdesk

Responsibilities:

• Hired as full - time contractor as halp desk technician and promoted to senior halp desk and IT desktop support role to lead a 3-member IT team in configuring, troubleshooting and maintaining all of IT infrastructure.
• Developed and implemented Confidential KACE System Management Appliance (K1000) to maintain Windows and Macintosh Operating System with single system for software deployment, patching, asset tracking and reporting as part of migration from SCCM 2007.
• Developed and implemented Confidential KACE System Deployment Appliance (K2000) to maintain and deploy customized Windows / Macintosh images over PXE boot, reducing time and resources as part of migration from Symantec Ghost and MS WDS.
• Led and managed Windows and Macintosh patches and all other software deployments with SCCM and Confidential K1000, keeping up latest internal and external software version and minimizing any security and performance risk.
• Developed, implemented and maintained Symantec Endpoint Protection (SEP), Encryption (SEE), Confidential Data Protection Manager (DPM) and Confidential OS X Server, protecting and recovering company resources for laptops / servers.
• Developed and implemented Adaxes Active Directory Management and Automation for management, administration, and monitoring of Active Directory to provide self-service solution for users, managers, and IT administrators.
• Configured and managed Confidential Meraki, managing and tracking all the mobile devices for Windows / Android / Confidential .
• Managed and maintained Symantec Veritas NetBackup for server backup and recovery solution, reducing performance risk and achieving weekly backup by checking daily / weekly backup status, running weekly base tape rotation, modifying configuration and schedule.
• Configured and managed company shared data with Windows Storage Servers and BOX, NAS.
• Managed Active Directory, Group Policy, Exchange 2007/2010 and LDAP.
• Developed and implemented Confidential Update Retriever and Thin Installer to deploy Confidential ThinkPad laptop drivers and software.
• Maintained Confidential Wireless Controller and Access Point with patching, relocating for better performance.
• Managed RSA Autantication Manager with updating policy with ASDM, adding / removing users account, managing license, and implementing RSA SecurID Software Token to replace hardware to software token.

Confidential

Responsibilities:

• Configured Bomgar Secure Remote Support System and integrated to Confidential K1000 Service Desk.
• Managed Atlassian Jira and Confluence with site configuration and user account management.
• Helped users and administrators with step-by-step guide to troubleshoot on their own and keep documentation by leading Wiki Helpdesk, CorpIT, and System Administration spaces.
• Developed and implemented Confidential K1000 Service Desk for the migration of SharePoint halp desk site and Wiki Helpdesk space, coordinating with Helpdesk technicians / managers / users for needs and functions.
• Synchronized knowledge base (KB) into system, guiding users with self-solution.
• Conducted various duties on technical team:
• Managing SalesForce, PagerDuty, Hipchat, and Skype accounts and settings.
• Participating in 24x7x365 on-call rotation for operation team.
• Managing servers with VMsphere, RDC or ILO.
• Managing 8X8 VOIP and Inter-Tel Phone system.
• Providing halpdesk support with over 300 users through in-person, remote office, phone, and web session support, as well as assisting halpdesk technicians as 2nd tier.

TECHNICAL SKILLS

Software: Confidential K1000/K2000, SCCM 2007, WSUS, Symantec Ghost, MDT, WDS, Adaxes, MS Office product, JIRA, Confluence, PagerDuty, SharePoint, Skype, Hipchat, WebEx, GoToMeeting, Bomgar, SEP, SEE, DPM, NetBackup, Adobe Suite/CC Packager, Confidential Time Machine, Skype, BOX

Hardware: Confidential ThinkPad laptops, Confidential Mobile devices and laptops, MS Surface, Android devices, Confidential AP, Confidential ProLiant Servers, Confidential PowerEdge, Veritas Tape Library, Projector, Sharp MX Printer and all small network printers

Operating Systems: Windows XP/7/10, Macintosh OS X, Mac OS 10.5 - 10.12.6, Android, Server R2, 2012 R2, LINUX

Others: AD, GP, SSO, Nagios, LDAP, SVN, FTP, PXE, SAN, NAS