SUMMARY:

• Dedicated Help Desk Support Consultant, Supervisor, and Specialist with a strong record of effective customer service in a variety of fast - paced organizational and business settings.
• Applies 20 years of experience with PCs, desktop applications, and computer network architecture to train / support team members; uses logical problem-solving skills to resolve customer difficulties. Bilingual: English and Cantonese.
• Mentor level proficiency Microsoft Suite, Windows 7/8/10 and MAC IOS, Active Directory, Exchange Administration, Micosoft Office 2010/2016 & Office365, SCCM, Database Packages, Sharepoint, Outlook,, Notes, I-Notes,, Econtrol, Psync, Mobile Iron, Citrix, Adobe Products, Magic, IQTrack, Service Now, HEAT, Bomgar, LogMeIn, GotoAssist, Teamviewer, VPN, Webex, Citrix

TECHNICAL SKILLS:

Hardware knowledge: IMAC (Move, Add and Change), Devices ipad, iPhones, Android, MAC; Lenovo, HP, Dell, Xerox PC and MAC laptop and Desktop, Scanners; Laser and Color Printers; Office Copiers; Fax Machines, A/V equipment, Conference room setup.

PROFESSIONAL EXPERIENCE:

Desktop specialist

Confidential

Responsibilities:

• Worked with 700+ callers to resolve normal and unusual information system problems, or escalates as defined in normal operating procedures.
• Provided support with Lenovo desktops and laptops, Canon MFPs, BYOD
• Maintained & Control the distribution of MiFi as requested users.
• Installs PC’s and related hardware; investigates hardware problems and performs minor repair.
• Interfaces with vendors & R&G Technical Services for resolution of telecom, video-conference, network, systems, and/or related hardware problems.
• Develops a knowledge of Firm’s total computing environment and the quality management processes and practices.
• Experience with desktop (Lenovo) and operating systems, including Windows 7,10 Office 2010, 2013)
• Utilized IQTRACK for tracking requests / projects.
• Maintained distribution pool of IOS Android devices.
• Laptop and MiFi.

PC Support specialist

Confidential

Responsibilities:

• Timely and accurately record and monitor all reported incidents and provisioning requests
• Able to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions
• Willing to work as a contributing member of our IT team
• Support users on Office 2010 & 2013,Office365 Admin, HP & Dell Computers / Printers Xerox Scanner.
• Work in partnership with colleagues at all levels and at times with suppliers, partners and other external organizations
• Take personal ownership and pride in taking action on issues and in following through on commitments to completion
• Identify and recommend process improvement initiatives to management
• Actively participate in knowledge transfer sessions to stay abreast and proficient on all new product rollouts/enhancements, as well as existing functionality
• Engage in appropriate project-related work as directed
• Deploying software as needed via SCCM

PC Support specialist

Confidential

Responsibilities:

• Providing Level 1 and 2 office support on Dell and HP PC/Desktop, Printers and Scanners
• Provide support on PC and MAC (laptop and Desktop), MS Office 2007, XP and Travel related programs.
• Assisted in office duties in the firms’ as needed not limited to
• Calling / prompting customers on travel specials for the month.
• Making reservation for customer
• Provide customer support according to their budget, wants and needs
• Maintain office copiers / Fax and scanners (toners and paper) and order office supplies when needed

Solution Advisor

Confidential

Responsibilities:

• Including but not limited to password resets, account creations, account terminations, desktop and laptop builds (PC and MAC) and printer support
• Including but not limited to anti-virus assistance, Windows Operating System support (version XP, 7, 8, etc.), Microsoft Office (version 2007, 2010, etc.), VPN Support, support, Active Directory Maintenance, Microsoft Exchange/Email support, general laptop, desktop and printer repair, and light network troubleshooting Iphone/ Ipad, Blackberry and Smartphones support including Reset/activation
• Work inside our enterprise ticketing system, Service-Now, to provide timely and transparent customer support of all requests - Escalate ticket as necessary.
• Assisted as needed on various IT projects as needed Including A/V setup for Meetings.
• Provide basic Active Directory support (Password issue, Lock/unlock, check to see if they are in the group)

Helpdesk Specialist

Confidential

Responsibilities:

• Provided 1st and 2nd level support to Disney and its affiliation such as DVC, ESPN ABC, and Disney Store.
• Support all area on phone or remotely using Service Center on PC Platform.
• Monitored and escalated requests / issues until completion, using Service Center 6.2.
• Supported were MS Office Suite SAP, Matra, POS/ ATS, AD/MS outlook Resets, Blackberry,
• Follow up with users to assure customer satisfaction.
• Handled and processed Request For Service (RFS) / RM as needed.

Helpdesk Specialist

Confidential

Responsibilities:

• Utilized in-house help desk asset management software (Altiris ) and IMAC system (Install Move, Add and Changes) to manage requests from 3,000+ users at corporate office and three regional offices.
• Provided 1st and 2nd level support and served as helpdesk overflow operator via phone or remote control support for issues with WinXP,/Win2000 Microsoft Office, network, printing, lock outs, Hp laser and color printer, scanners, PDA, and shrink-wrapped software.
• Administrated and reset login and lockouts using Active Directory.
• Followed up with Traders (30) & customers to ensure satisfaction and report on quality improvement initiatives.
• Built systems for new and existing users in accordance with bank’s standard policy.
• Assisted in A/V setup for monthly meetings.

Helpdesk / Desktop Support Specialist

Confidential

Responsibilities:

• Supported 900+ users, administrated / setup new users & conducted training classes.
• Supervised four (4) technicians to ensure customer satisfaction (Lotus Notes r5/Inotes, MS Office, Novell, email, PDA, desktop publishing, web design) using Service Center tracking system (Peregrine).
• Provided agency - wide 1st and 2nd level helpdesk / desktop support using Service Center and remote control software (Peregrine Systems); provided technical documentation for employees and intranet.
• Recommended and prepared computer bids for individual users and various departments.
• Involved in a large scale (100+) desktop and laptop deployment with Win95/98, W2K, NT, XP (TCP/IP, Networks/LAN/ WAN).
• Assisted in planning / executing agency-wide laptop and software rollout of MS Office (Word, Excel, Project, Access), Lotus Notes, I-Notes Norton Antivirus, Adobe Acrobat, WinZip, desktop publishing & mail merge.
• Functioned as Quality Assurance Tester to ensure all desktops / laptops operated properly.
• Provided remote control support using Service Center 3 (Peregrine Systems).