Results-Orientated individual, taking a team approach to problem-solving, time management, priority management and other related duties as assigned. 10+ years of continuous experience in troubleshooting and resolving application/hardware/network related issues using available resources 15+ years of continuous customer rapport and service relationships Adept with identifying clients' technology issues and quick to suggest equipment for their offices Working knowledge with various corporation software Working knowledge of the operations of a service desk and the Information Technology Infrastructure Library (ITIL) fundamentals Excellent interpersonal and listening skills developed from work experience and through various academic projects Managed the implementation of deploying technical architecture in a corporate environment, while ensuring an organized approach to inventory management. Maintain a valid Georgia Drivers' License in excellent standing Diverse language support and understand in English, Cantonese and Mandarin
Training and development
02/2017 to Current
IT Support Analyst Desktop SupportKaiser Permanente － Atlanta, GA
The IT Support Analyst Desktop Support is primarily responsible for responding to helpdesk requests from end users and resolving technical issues.
Customer service driven results: multiple kudos over the first year with Kaiser's EUS team.
Support all application installation either by Kaiser's inhouse application delivery system "AppOS" or manual hand installs custom software packages or from off-the-shelf applications documentation is provided upon request.
Maintains strong work ethics and provides free of concern environment for management.
Supports when available for all after hours work projects.
Accomplish work assignments by applying up-to-date expertise in subject area to accommodate deadlines; following procedures and guideline, and applying data and resources to support projects or initiatives; cooperate with others, often cross-functionally, to solve business problems; aiding the achievements of priorities, deadlines, and expectations; connecting development and information; analyze and advocate ways to address enhancement opportunities when achievable; and escalating issues or risks as relevant.
Seek self-development and active relationships with others by collaborating resources, information, and awareness with colleagues and business partners; accepting, responding to, and seeking performance assessment; acknowledging strengths and shortcoming; assessing and acknowledge to the needs of others; and effectively adapting to and learning from change, adversity, and observation.
Project ownership responsibilities to include: requirements gathering from business units, documenting proper design, updating, or creating all required documentation for in-flight projects and ensuring documentation deliverables at project closure as well as the creation and maintenance of job aids and/or knowledge articles.
Identifies complex problems and escalates to senior staff for prioritization.
05/2009 to 01/2017
Field Service AgentToronto Community Housing Corporation － Toronto, ON
The primary responsibility in this position provides technical service and support to our clients, primarily in the installation and maintenance of hardware and software used by the corporation in its over 200 field locations across the City.
This position will act as second level support to the Client Service Agent position.
Provided Executive support to TCHC senior leadership team.
Provisioned administrative access when supporting Service Desk role.
Support in implementing new software and custom configuration for TCHC workstation environment writing documentation included.
Trained and developed new hires to support TCHC portfolio.
Install, integrate, and maintain application, workstation equipment, building systems (CCTV, building entry systems, etc).
and peripheral devices Troubleshooting and resolving incidents that require field service or unresolved/escalated via the ITS-Service Desk, management, vendors, other business units and 3rd parties Providing telecom support including but not limited to deploying all Avaya VOIP hardware, blackberry, apple and other cellphone devices including tablets.
Connecting hardware, performing superficial cabling and switching, troubleshooting and training end user as required.
Hardware Deployment/Re-Deployment/Move/Change/Removal Including but not limited to PC's, notebooks, tablets, smartphones, printers, Monitors, MFP's, DVR's, Switches, Routers, Wireless Access Points, Panels, non-standard hardware, etc Performing superficial cabling requests for data/fax/voice lines, panel to switch and back to workstation area.
Troubleshooting and repairing data/fax voice line faults as required and engaging vendors where required via FM Imaging/Re-imaging workstations/notebooks and other hardware, standard or non-standard Troubleshooting Fiber/Cable/ADSL/T1 issues onsite and liaising with the vendor to repair/replace any kind of hardware required Creating service requests with vendors for warranty repair/replacement and follow up deployment post repair.
10/2006 to 05/2009
Telecommunications TechnicianToronto Community Housing Corporation － Toronto, ON
The primary responsibility of this position is to take a lead role in coordinating telecommunication services, as well as resolving end user incidents and change management requests.
In addition, evaluating and recommending solutions that are consistent with the needs of end users in a corporate environment.
Respond and communicate solutions to client incidents and requests in an effort to maintain the operation of TCHC's telecommunication systems.
This includes the physical setup as well as database administration.
The continuous logging of client inquiries/problems, as well as the communication of solutions to end users in an effort to provide a high level of understanding so as to ensure the decrease in user training incidents.
Complete management of various telecommunications architecture including Blackberry Enterprise Server (BES), MIKE Devices, PCS Devices, Centrex landlines, and Octel voice mail systems Record and communicate solutions to clients with technical telecommunications problems Arrange and offer out of office visits to provide onsite training maintained end user uptime.
Calculate, balance, organize update, and distribute monthly Telus billing monthly charges of 1200 users Development of negotiation strategies amongst immediate team members, as well as liaising with various vendors (Rogers, Telus, etc) to provide support and the purchase of new equipment and systems.
Provide aid to TCHC's Information Technology Field Support team to roll out corporate images, phone lines, and network mappings as assigned.
08/2005 to 01/2007
Service ManagerMarkville － Markham, ON
The primary responsibility of this position is taking a lead role in coordinating the management of servicing Sony products.
As well evaluating, recommending, and communicating solutions to clients either in house or onsite.
Negotiate and closes sales as required for monthly sales targets Month end top sales and support for VAIO computers Provide customers service on personal level on electronics and in house visits as user required Personal solutions for laptop, home entertainment, and electronic devices Offers personal service to upgrade ram and hard drive OS reload on all laptops VAIO Offers personal service to setup and secure home wireless network.
03/2003 to 08/2005
Computer Administrator, Staff AppraiserAlfa Appraisal Company － Richmond Hill, ON
The primary responsibility of this position is taking a lead role in support and training users, As well maintaining integrity of data and backup system.
Troubleshoot applications, contact vendors for support and warranty.
Maintain network, applications, printers in the office.
Measure the financial, loan value and estimate the market value of property.
Education and Training
Network Fundamentals Cisco Certified Network Associate 1 Routing Protocols and Concepts Cisco Certified Network Associate 2 LAN Switching and Wireless Cisco Certified Network Associate 3 Centennial College Jan '08 - Apr '08 A+ Certification - Hardware and Operating System for PC Repair nexient Dec '07 - Dec ' 07 VoIP Essentials nexient Apr '07 - Apr ' 07 ITIL Foundations with Quintegrator Centennial College
Business Administration DiplomaGeorge Brown College of Applied Arts & Technology
Avaya, cabling, Cisco, database administration, IT Support, ITIL, logging, PC Repair, printers, repairing, sales, sales and support, Desktop Support, user training, telecommunications, telecom, telecommunication, VOIP
Network Fundamentals Cisco Certified Network Associate 1 Routing Protocols and Concepts Cisco Certified Network Associate 2 LAN Switching and Wireless Cisco Certified Network Associate 3 Centennial College Jan '08 - Apr '08 A+ Certification - Hardware and Operating System for PC Repair nexient Dec '07 - Dec ' 07 VoIP Essentials nexient Apr '07 - Apr ' 07 ITIL Foundations with Quintegrator Business Administration Diploma
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