RICKY TAM

**** ********* ***,

Vancouver, B.C., V5N 3C4

Phone: 778-***-****

Email: abgufo@r.postjobfree.com

EMPLOYMENT / EXPERIENCE

Helpdesk June 2011 - Current

Reliance Systems and Associates Inc.

• Received and responded incoming calls and emails from customers for technical support

• Administered and maintained a Windows environment (Windows XP/7/8 clients and Windows 2003/2008/2012 servers)

• Maintained and monitored the performance of client’s PCs, laptops and MacBook by enforcing up-to-date antivirus and firewall software and best practices

• Provided hardware and software installation, configuration, maintenance and trouble-shooting

• Provided server support including account administration in Active Directory and data backup

• Provided IT related administrative support such as PC and software inventory, network diagram, image backup schedule and procedure documentation

• Wrote up tickets for trouble-shooting cases and assigned to appropriate team

• Involved in performance testing of hardware, software and application that clients are using

• Analyzed hardware and software testing result to consulting team

• Communicated with vendor representatives by email or over the phone to investigate and resolve software/ hardware issue

• Maintained a Virtual Desktop/Server environment at office using hyper-v in Windows 2008 R2

• Provided and researched technical solution for IOS and OS X.

Technical Support Mar 2011 – June 2011

Aptus Systems Inc.

• Provided technical advice and guidance to users with varying degrees of computer knowledge

• Provided installation, configuration and support service to users in a Windows XP/2003/2008/7 environment

• Provided technical support to customers by email and over the phone in different languages such as English, Cantonese and Mandarin

• Provided onsite technical support for installing POS systems, trouble-shoot and resolve user’s technical problems.

• Remotely assisted users with technology problems in local and remote offices

IT Support 2006- 2010

DHL ISC (Hong Kong) Limited

• Monitored EDI process and ensured that the process can be completed as scheduled

• Communicated with users in global and provided updates and resolve trouble tickets

• Continued processing enhancement and maintaining Systems Operating Procedure / Manuals updates

• Worked with operations department to migrate tasks to GSC center in Chengdu China

• Provided web conferencing training to global team in US, China and Hong Kong

• Provided trouble shooting in EDI issue and worked directly with other Global Teams in DHL

• Provided IT Support / Services and resolved trouble tickets to user

• Assisted for the continuing process enhancement program using in house tools and dos commands

IT Support 2003-2006

PACIFIC METALS RECYCLING INTERNATIONAL (Vancouver)

• Developed an “Equipment Maintenance Program” and two intranet programs

• Created and maintained company’s website and intranet programs using ASP.NET (C#), CSS, XML, Java, JavaScript, HTML, SQL, MS Access, Adobe Flash and Photoshop

• Provided IT Support and Services (for 20 people) such as Windows OS, applications and hardware installation, data backup, administering Active Directory in creating, deleting and maintaining email and user account, server setup and trouble shoot email issues

• Answered and prioritized incoming calls and emails and in person requests for assistance from users for IT Support services

• Remotely Assisted users with technology problems in local

• Setup and deployed new desktop and laptop computers

• Assisted in Microsoft Network Administration (network – WAN and LANs setup, trouble shoot and debug network problems)

• Maintained hardware and software inventory, and keep document setup procedure updates

COMPUTER SKILLS

Hardware, Operating Systems, Networking and Applications

• Significant experience in installing OS (such as Windows XP, Windows 7, Windows 8, Windows 2003 Server/2008 Server R2/2012 Server, MS Office 2007/ 2010) on PCs and laptops

• Significant experience in installing hardware in PCs, laptops and MacBook Pro (i.e. Memory, DVD/CD writers, Video cards, Sound cards, CPUs, Hard-Disk and Power Supplies)

• Cisco Networking Academy training

• Working knowledge in OSI Layers, topologies, email protocols in SMTP, POP3 and TCP/IP protocols.

• Familiar with backup and recovery software such as Acronis, LogMeIn Backup, Deltacopy and Rsync

Programming Languages

• Visual Basic, C++, ASP, Java, JavaScript, VBScript, PHP, XHTML

• Design and create web pages using HTML, CSS and ASP and ASP.NET in C#

• Design a database project for a Garment Company using MS Access, SQL and mySQL

EDUCATION

DIPLOMA OF COMPUTER INFORMATION SYSTEMS 2002 - 2004

Kwantlen University College

• Complete two work terms from May to August of 2003 and Jan to April of 2004

BACHELOR OF ARTS (Economics Major) 1998 - 2001

Simon Fraser University

AWARDS ACHIEVEMENT AND CERTIFICATION

• DHL Employee of The Year of 2008

• A+ Certification; MCTS - Windows 7, Configuration

• Valid Driver’s License for the Province of British Columbia

Language Proficiency

• LPI Essay score level 4

• IELTS – Listing (7.0), Reading (7.0), Writing (6.0), Speaking (6)

REFERENCE

• Available upon request

Contact this candidate