LIU, CHARLES P

NORTH CHILI, NY *****

585-***-**** acr1be@r.postjobfree.com

PROFESSIONAL SUMMARY:

** ***** ** ******** *******, with 10 years as an experienced IT Help Desk Professional, focused on advanced solutions and time sensitive resolutions in Healthcare, Security and Financial Enterprise environments utilizing the following skill sets:

IT related troubleshooting, window software support

Knowledge of basic language, spread sheet, and windows

Customer relations, Customer service, Sales and Marketing

Bilingual English/ Mandarin

Technical Skills:

Microsoft word, excel, VBA, SQL, access, power point

Outlook exchange server troubleshooting, with extensive knowledge of PST, OST, EAS and PKI encryption email through soft certs and Integrated Circuit Card credentials.

Windows XP, 7 and 8 operating systems along with Internet Explorer troubleshooting

Applies diagnostic techniques to identify Network/Desktop Printers and network configuration installs for Ricoh, Konica, HP multi-functional scanners/faxes

Emulators applications such as windows server 03,08 remote desktop AD support

Citrix, Rescue, PPTP, Novell, DameWare, logmein

Banking application TouchPoint troubleshooting and access issue troubleshooting

Ticketing applications – HP service manager, Remedy, Serena, CA service desk manager

Avaya phone configuration-voicemail setup

Mass distribution of software across enterprise level using SCCM/Marimba and performing updates for enterprise application on individual computers.

Blackberry WAS, BES server setup and troubleshooting / phone replacement

Dell hardware and peripherals replacement ie. Batteries

Basic DOS and UNIX/Linux commands

Creation of webpage, web development using open source application such as WordPress, Open cart, Zen Cart, for e-commerce

Hands-on technical support Hardware/Software break/fix

Reimaging using Acronis. System installation, Backup and Maintenance

PROFESSIONAL EXPERIENCE:

TEKsystems (Ginna-Exelon Nuclear Power Plant) – Ontario, New York July 2015 – Present

Field Technical Support Specialist III

Key Responsibilities

Hands-on technical support Hardware/Software break/fix. Laptop/Desktop upgrades and repair. Reimaging using Acronis. System installation, Backup and Maintenance. Maintains inventory of equipment and parts. Installation/configuration of hardware and software to include desktop computers, monitors, scanners, server and printers. Install and configure LAN and WAN devices (switches, routers, enterprise server)

Provides software and hardware technical support to users as needed.

Currency Consultant (Forex Trader) - Chili, New York June 2014 – June 2015

Using Technical and Fundamental Metatrader 4/5 trading platform

Multiple back testing with FXCM trading systems

Configuration of LUA files and MetaQuotes Language. EA strategy advisor

Automation of trading systems using fractal and moving averages

Stocks and Funds trading with thinkorswim through Charles Schwab brokerage account

Intratek Computer Inc - Batavia, New York April 2013 – June 2014

Senior Technician Supporting Department of Veterans Affairs Health Care.

CPRS, VISTA, Desktop and Software Support

AD credential verification and settings, escalating to resolver group using Serena Ticketing Network server exchange server and printer setup

encryption certification assistance

Microsoft office product support

Training new hired employees

Continues coaching support, Setup training plans in groups for average two weeks to give blue print of all the applications that new hires will support and troubleshoot and individual training on internal application and technical applications.

Remote support training in using DameWare and MS Lync. Microsoft office product (Excel, Outlook, Word) troubleshooting investigation process and resolution procedures. Conduct short quiz to gauge how well knowledge is retained.

Confidence support in soft-skills, from how to address customer to how to defuse a frustrated client

Provide feedback to upper management on status of trained staffs and keep record of training schedule and manual. Plan alongside with Supervisor and Upper Management meetings with the most efficient and productive ways using all resources available for new hired staffs.

Remotely train Federal Employees in different regions on new Ticketing applications and call handling process and escalation groups. Depending on level of technical attributes from each individual staff, there would be refresher course or more intensive training to guide new staffs in preforming their daily job functions.

Charles Merchandise - Rochester, New York Feb 2012 – April 2013Owner/Sole Proprietor

Completed 9 credit hours through MCC while completed the dissolution of my company, Charles Merchandise, and worked to off load the remainder of inventory from the close of the business in 2006.

Unisys Technical Services Rochester, New York Feb 2011 – Feb 2012

IT Support Agent- Capital One

CapitalOne Bank, Auto Finance and Credit Card division

Responsibilities included support for laptops and desktops,

troubleshooting network related issues

VPN access, Outlook setup, password resets, Oracle, WAS for Blackberry, BES server support, modification of access and Iphone setup

Banking conversion project

virus related cleanups

TouchPoint troubleshooting and assistance

dispatching issues for field agents

Sutherland Global Services - Rochester, New York Aug 2007 – April 2010

Diebold ATM for both US and Asian operations. Bilingual support in English and Mandarin. Responsibilities included:

Troubleshooting Diebold laptops

networking, VPN access, Outlook setup, parts replacements through Dell hardware support

password resets, Oracle, click-schedule issues

BAAN, and Blackberry setup and troubleshooting

ADT Security - Rochester, New York Dec 2006 – Aug 2007

Dispatch/Customer Support

Responsibilities included triage and dispatch of agents to their next job locations, customer relations, and coordinating appointments for service technicians.

Charles Merchandise - Rochester, New York Nov 2003 – Dec 2006

Owner/Sole Proprietor

Handled every aspect of the business in daily operations. Wholesale and retail sale of ATV motor sport vehicles. Responsibilities included all bookkeeping, product supply, ordering and delivery, establishing client base.

EDUCATION:

Empire State College

200*-****-****-Present Pursuing BA in Business Management (76 Credits)

Monroe Community College

2006-2008 2014-2015 AA Degree in Business Administration

FMU – Online Course

2006 International Finance

Queens borough Community College

2000-2002 Laser and Fiber Optics (Undergraduate Studies)

Background investigation clearance for Public Trust (2013)

HIPAA Compliance Training

A+ Practical Application 2009 Maintaining Operating Systems (VA certificate)

Information Security for IT Specialists / Configuring Access to Resources in Window 7

Background and Drug screening for Nuclear Plant

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