IT Helpdesk
Resume:
JENNIFER KIM
604-***-**** #*** **** Nelson Street
abgsi3@r.postjobfree.com Vancouver, BC V6E 1J6
PROFESSIONAL SUMMARY
Enthusiastic and highly motivated IT professional seeking a challenging field-related
position.
Hard working, dedicated System Administrator.
2 years technical experience supporting Microsoft Server products (Windows 2000-
2008), achieving a high QoS score as an effective problem solver and decision maker.
Over 4 years technical experience supporting Microsoft client products (Windows 98
- 7), achieving excellent feedback for both technical and soft skills.
Bilingual - Korean/English
TECHNICAL SKILLS
Platforms Windows Server 2000/2003/2008/2008 R2, Linux,
Windows 98/XP/Vista/7, Cisco IOS
Server applications Exchange Server 2010, WSUS Server, Terminal Server
Networking TCP/IP, DNS, DHCP, FTP, POP, IMAP, SMTP, LDAP, VPN, SSL
Networking tools Microsoft Network Monitor, Wireshark, PCAP
Applications Microsoft Office 2003/2007/2010
Virtualization Hyper-V, ESXI, VirtualBox
Languages/Scripts C, C++, Visual Basic, HTML, ASP
PROFESSIONAL EXPERIENCE
BC Centre for Ability Mar. 2012 – Nov. 2012
System Administrator (Practicum and Contract) Vancouver, BC
Performed workstation (Windows XP, 7), photocopier (HP, Panasonic), printer (HP,
Xerox), phone and network troubleshooting with a ticket tracking system(Track-It)
Created accounts and managed resources on Windows Server 2008 R2/Exchange
Server 2010
Created and managed image files for each computer model with Symantec and Acronis
products.
Microsoft Nov. 2008 – Nov. 2010
Technical Support Engineer (Contract) Seoul, Korea
Supported Microsoft Server Products (Windows Server 2000 – 2008 R2)
Provided technical information for customers who planned to construct a new network
environment or upgrade their existing infrastructure.
Performed troubleshooting various server problems such as Workstation, Network,
Active Directory, Virtualization, Windows backup and so on.
Reproduced customer symptoms in the lab environment and analyzed the symptoms.
Created and updated documentation for the customers to access the causes and
resolutions of their problems.
Supported escalated windows 7 tickets.
Achieved over 80% QoS (Quality of Service) as part of the team’s goal.
Hanbit Microsystem Mar. 2003 – Sep. 2007
Technical Support Technician Seoul, Korea
Supported Microsoft client products (Windows 98 – Vista)
Performed troubleshooting for Windows operating system and networking problems that
customers had, using analysis tools and Microsoft’s internal database.
Provided technical information and tested customer applications to ensure compatibility
with Windows client operating systems.
Achieved over 90% QoS and gained two Customer Service Excellence Awards for high
score on customer satisfaction surveys.
Worked as a Tech Lead between Oct.2006 and Sep.2007 to support customers’
computer problems that were not able to be resolved by other technicians and
escalated cases to Microsoft.
Funsome May. 2002 – Jan. 2003
Games Programmer Seoul, Korea
Participated in creating mini games with C and C++ using Microsoft Visual Studio.
CH Telecom Jan. 2001 – March. 2002
Junior Client Game Programmer Seoul, Korea
Worked in a client programming team for an RPG (Role Playing Game) project
Cooperated with engineers in the server programming team to work on the server-
side code.
Used C, C++ and Winsock with Microsoft Visual Studio.
PROFESSIONAL CERTIFICATIONS
Microsoft MCITP, Windows Server 2008 R2,
Virtualization, Windows 7
Comptia A+, Network+, Security +
Linux LPIC-1
Others Engineer Quality Management
EDUCATION
Network Administration and Security Professional Program May. 2011- May.2012
University of British Columbia & British Columbia Institute of Technology Vancouver, BC
Web Programming Jun. 2000 – Jan. 2001
Hitel Seoul, Korea
Bachelor in Industrial Engineering Mar. 1997 – Feb. 1999
DanKook University Chungnam, Korea
Diploma in Industrial Engineering Mar. 1993 – Feb. 1995
DaeDuk College Chungnam, Korea
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