Manager Customer Service

Walter Yuan

******@********.***

Windows **/**/2000/NT/XP/Vista/7/Server 2000/2003/2008/2012, Mac OS 9/X, Novell

Operating Systems

Netware 4x, vSphere 5.x, FreeBSD, SuSE, Mandrake, DOS.

VB Script, Java Script, Shell Script.

Scripting Languages

Domino Server, Exchange Server, ArcServ/Symantec/VERITAS Backup Exec., AD, EMS,

Administrative

DRA, BES, Barracuda/ Websense Webfilter, vCenter

Networking Cisco Routers, 3Com/Cisco Catalyst switches, Cisco (PIX 501,525, ASA5510/5520) /Juniper

firewall, WLAN/WAN/LAN/VLAN, OSI/TCPIP Layers, DHCP, DNS, VPN, NAC, IDP/IPS,

DLP

MS SQL Server 2000/2005/2008, IBM DB2 7/8/9.5/9.7, MySQL.

Database

IIS, TomCat, PWS, HTML, Flash, Dreamweaver, ASP.NET, ADO, ActiveX, shopping kart, sessi

Web Programming

cookies, C/C++, Java, Visual Basic.

Tools Lotus Notes, Microsoft Office, Microsoft Visual Studio, Webgain Visual Café, SCCM, WDS,

WSUS.

Phone System Mitel PBX, Cisco CMv4, CUCMv7.1, Asterisk/TrixBox, HUD, ASPECT UIP System/Lyricall

dialer.

Education 2000/08-2003/06 University of California, Irvine Irvine, CA

• B.S. Mathematics & ICS (Information and Computer Science.)

2006/07-Present Yuan Technical Consulting

Experience

Huntington Beach, CA

IT Consultant

Clients: FremantleMedia Inc. www.fremantlemedia.com

Telescope Inc. www.telescope.tv

deMESH Studio www.demesh.com

N2D Fashion Co. www.n2dclothings.com

Fujitsu Transaction Solutions www.ftxs.fujitsu.com

Home Care Link Health Services

Allstar Home Health Services

Home Care Excellence Health

Duties:

• Propose systems/network changes and new technology as needed.

• Work with clients on initial design of new systems and networks.

• Redesign of new IT infrastructure, configure, install network equipment, and train

clients if requested.

• Evaluation of new technologies options and present information to clients.

• Perform desktop support and systems administrating duties if requested.

• Evaluate clients’ network topology and requirements, address vulnerabilities that may

be present in their network, and develop suitable security

2011/02-2013/06 ChinaTrust Bank USA

Torrance, CA

Associate Vice-President, ITSM Deputy Manager

• Responsible for the overall performance and availability of networks and systems, as well as

configuring and supporting internal and external networks and systems.

• Diagnose and evaluate network systems to form disaster recovery plans, eliminate problems,

and improvements, and replace defective components.

• Plan the data processing network system; provide capabilities needed for current and projected

workloads.

• Plan and lead the programming systems to support the bank’s server applications; oversee the

development, design, and implementation of new applications

• Design IT policies and maintain network system security and integrity

• Prepare yearly budgets, compose memorandums for both budgeted items and proposed

technology, and present to senior management and board members.

• Review new technology and related fields and apply to current bank’s IT environment.

• Build and maintain vendors, advisors, and auditors relationships; direct the purchasing of all

hardware, software, and IT supplies.

• Confer with IT staff on solving existing system problems and provide technical support and

guidance

• Motivate subordinates to enhance work productivity and promote an efficient working

environment and consider staff’s performance to provide the necessary training

• Conduct yearly IT staff performance appraisal, including MBO achievement, competencies

assessment, and development plan

2010/08-2010/12 Meredian Financial Corporation

Costa Mesa, CA

Information Technology Manager

• Implement and maintain policies and goals that support company’s IT needs.

• Ensure proper functioning of the information processing system and oversees necessary

upgrades and help business operations groups utilize information systems to improve their

efficiency.

• Responsible for all computer equipment, hardware, and software are updated to meet

organizational needs.

• Manages the maintenance of records and databases containing information regarding licenses,

warranties, and service agreements for the orgaization’s hardware and software as well as

minimize organizational cost through product standardization and tracking.

• Set up, configure, and support internal and external networks. Develops and maintain all

systems, applications, security, and network configurations. Troubleshoot network

performance issues and create/maintain a disaster recovery plan.

• Install new software releases and system upgrades, evaluate and install patches, and resolve

software related problems. Maintain data files and monitor system configuration to ensure dat

integrity.

2008/06-2010/08 Glory USA, Inc.

Cypress, CA

Sr. Systems Integrator/Project Lead/Trainer

• Reviews, analyzes, and evaluates business systems and user needs. Documents requirements,

defines scope and objectives, and formulates systems to parallel overall business strategies.

• Designs, plans, and coordinates work teams. Provides technical support to project team

members. Handles complex application features and technical designs. Assist in designing the

components required for complex application features.

• Responsible for the integration and maintenance of financial hardware and software. Ensures

that all financial modules are meeting organizational needs. Collaborates with IT and finance

staff to meet business requirements. Responsible for end user training. Ensures that consistent

practices are used throughout the company to maintain the integrity of the system.

• Oversees the department responsible for supporting the sales representatives by providing

technical knowledge to clients and potential clients. Evaluates the client's existing systems and

needs to recommend products or services. Attends presentations or develops proposals, acting

as the technical expert. Monitors deliverables to ensure client needs are met successfully and

in a timely fashion.

• Manages company’s intranet and lab systems including design, implement, and maintenance.

Identifies, researches, and resolves complex technical problems. Creates and manages

escalation procedures and ensures service levels are maintained. Documents, tracks, and

monitors problems to ensure resolution in a timely manner as required by the corporate IT

department.

2003/07-2006/07 FremantleMedia N.A., Inc (World’s Largest TV production compan

American Idol, Family Feud, The Price is Right, The Swan, American Inventor etc.)

Santa Monica, CA

Information Services Consultant

• Recruited to evaluate, manage, design and setup new networks including WLAN and VLAN.

• Maintain network connectivity with Cingular/AT&T/Fox and within office during crucial

American Idol voting period.

• Install new software releases, system upgrades(OS/email), evaluates and install patches,

security, anti-virus, LAN performance monitoring/tuning, and resolves software related

problems.

• Help company to save money by increasing systems performance and eliminating unnecessary

hardware including upgrade and purchase cost-effective hardware/software.

• Supporting servers and perform system/data backups and recovery.

• Install, setup, maintain servers and monitor system performance to ensure data integrity

• Create and manage users’ domain, email accounts, and assets. Create logon/off script and

group policies using AD.

• Maintain virus, spy-ware, ad-ware, and mal-ware free and secure working environment.

• Covering IT Manager for all IT issues.

2005/05-2006/01 Lehman Brothers Inc. Nationwide

OS Migration Project Lead Engineer (Project)

• Recruited to manage, maintain, and update EMS (Enterprise Management System) and DRA

(Directory Resource Administrator) in an enterprise environment.

• Lead a team of techs and travel to various locations within US to blast and deploy user specific

HP workstations in order to meet Lehman’s new migration need.

• Work with a team of trainers to set up lectures helping users to get familiar with new Lehman

Brother workstations.

• Work closely with IT Director, branch managers, PM, and the rest of the IT staff to resolve

deployment issues.

• Communicate with department managers and developers regarding software packaging.

• Troubleshoot and solve network problems at remote sites.

• Manage and update Lehman Enterprise’s assets.

2002/09-2003/06 True North America Tustin, CA

Systems/Network Support Assistant (Part-time position)

• Diagnose and troubleshoot malfunction workstations.

• Maintain and upgrade software/hardware for each workstation.

• Analyzing hardware/network problems and perform hardware installation.

• Suggest latest products that increases work efficiency.

1999/02-2000/08 AccessMicro Tech. Irvine, CA

Web Programmer/Designer (Part-time position)

• Maintain, design, and update company’s website.

• Suggest and design new features for the main website.

• Monitoring web traffic and processing customer’s orders.

• A+, MCSE2000, CCNA1 v4

Other Skills

• Practice ITILv3 and apply FFIEC guidelines

• Expertise in researching in IT related field.

• Strong analytical, mathematical, organize, troubleshooting and problem solving skills.

• A fast learner and a team player with excellent customer service skills.

• Bilingual in Chinese (Fluent in Mandarin, Taiwanese, and conversational in Cantonese.)

Available upon request.

Reference

Contact this candidate