Experience
MSP (2021-2022)
Tier 1 Service Desk Technician
- Troubleshoot various hardware/software issues on user computers.
- Troubleshoot printer connectivity and functionality
- Work in Active Directory and Azure Active Directory for user creation/lockouts, device management, and group management.
- Troubleshoot network issues, such as connectivity, ISP outages, and network equipment issues
- Document any found fixes in ITGlue documentation
Tier 2 Service Desk Technician, January 2022- February 2024
Advanced Network troubleshooting
- Port configuration and switch troubleshooting
- Firewall troubleshooting (mainly Fortigate)
- Cable/Fiber troubleshooting with Fluke
Conditional Access configuration in Azure AD
- Set up Geofencing through conditional access
- Set MFA requirements for enhance security
Troubleshoot Remote Gateway connections
- Apply certificate updates to maintain secure connections
- Update application and re-deploy on Remote Gateway
Service Desk Team Lead, February 2024 – Current
- Disseminate information from upper management
- Maintain team efficiency and escalations as needed
- Provide input during steering meetings to increase communication between teams and departments
- Assist with Policy creation to increase workflow and communication
- Dispatch and manage team member schedules to ensure coverage
- Assist Service Manage with maintaining KPIs and other metrics.
Citibank (2016-2019)
Local IT Support Technician
- Troubleshoot various hardware/software issues, including installations, nonrunning programs, error codes, etc
- Image and prep Desktops and Laptops for new hires and current users
- Work in Active directory to register machines into the domain, and remove if needed
- Troubleshoot networking issues, whether LAN connection or Wireless
- Usage of Service Management Queue for troubleshooting tickets and change orders
Electronics (2015-2016)
Service Technician
- Check in desktops and laptops for diagnostics in the Service Request Order System
- Print out quotes for services in Point-of-Service System
- Update diagnostics done on computers in the SRO system
- Repair/replace failing hardware in desktops and laptops
- Perform various computer services, including cloning, reinstall of operating systems, virus removal, physical cleaning of systems, etc.
- Manage paperwork and stay in contact with customers regarding updates to diagnostics and repairs
- Received commendations from the company for excellent customer service
Walgreens Pharmacy (2014-2014)
Certified Pharmacy Technician
- Receive, enter, and process prescriptions through the computer system
- Resolve any exceptions with the insurance company, either through computer or through a phone call
- Take inventory of medications in stock, calculate fastest moving medications, order medications daily as needed
- Promote sales of store brand over-the-counter medications
- Employee of the Month 3 separate months
Certifications
- CompTIA A+ Certified for basic computer repair
Skill Set
- Fluent in Mandarin Chinese
- Comfortable using the computer
- Experienced with Microsoft Word and Excel Knowledgeable in troubleshooting hardware/software failures
- 365 Exchange Admin Center
- 365 Office Suite
- 365 Teams Admin Center Management
- 365 Sharepoint Admin Center
- Connectwise Manage
- Connectwise Automate
- Active Directory management
School
- Bachelor’s in Biology
