Customer Service Active Directory

Henry Siu

Oakland, California *****

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

Home: 510-***-****

OBJECTIVE

Seeking an IT management position that will allow me to demonstrate over 20 + years of technical experience and management skills in managing an IT department. I have the technical and management skills in areas such as systems/network architecture, programming, installation, implementation, and project management.

SUMMARY OF QUALIFICATIONS

Over 20+ years of experience in building, managing and supporting complex infrastructure and network.

Recognized custom relation and leadership skills.

Customer-focused management style

Managed IT department with 4-10 staff.

Very hands-on leadership as to lead by example.

Ability to think outside the box to find innovative solutions.

Skilled at resolving interpersonal and technical problems.

Excellent verbal and writing communication.

WORK EXPERIENCE:

Lincoln Family Center

Director of Information Technology

May 2016 – Present

Analyze, develop then implement all IT strategy to enhance the efficiency of the workforce via innovated technology.

Managed a multi-million dollar budget IT department with a focus on driving scale and efficiency for the company.

Hands on leadership style that as to lead by example when managing, developing and coaching IT staff. Foster ownership of issue and encourage team leader and support staff to think out of the box to solve issues.

Oversee the company wide Cisco and Meraki(wireless) infrastructure, support application systems(CRM, maintain all computer devices for the end users.

Develop budget for the IT department.

Manage overall IT day to day operation, direct the effective delivery of IT support, network and IT infrastructure services ranging from VoIP phone(Avaya) to hand held tablets..

Develops and recommend technological solutions to enhance operation.

Implement security network as to practice the defense in depth.; Disaster and Recovery plan for all operational servers; and interal IT audit plans.

Handle technical projects in alignment with organizational goals such as implementing mobile devices(Iphone and tablet computers) to field employees.

Hires, trains, evaluates, and supervises IT staff. As well as, selecting and oversees technical consultants that support communications and network infrastructure.

Data integrity and confidentiality parameters meeting all pertinent regulations and best practices.

Deep technical understanding and business acumen to make critical information and service decisions, while ensuring accountability for all deliverables.

Guide, plan select, and implementation of EHR (Echo) CRM(LiveLink), HR and accounting system(Paycheck) as well as moving application from local to cloud hosting.

Direct the transfer of datas from one application into another via SQL script.

Direct the installation, configuration, and maintenance of network systems including Fortinet’s firewall, Cisco’s switching, and Meraki’s wireless.

Develops policies and procedures that support the mission of Lincoln and comply with all regulatory requirements including HIPAA; SSAE16, ensures the integrity, dissemination and security of voice and data information and monitors systems and users to ensure adherence to policies and procedures.

Oversee all external vendors from negotiating contracts to double checking the billing is correct.

JT2 Integrated Resource, Oakland CA

Information Technology Dept. (Contract to Hire)

Associate Director of IT: Mar 2015 –Mar 2016

Reporting to the Director of IT. Responsible for all IT operations including hardware, software, client integrations, system updates, conversions, software testing and documentation, end-user and client support, call center and voice / data systems (shoretel) management and database maintenance.

Assist in developing budget for IT department.

Built IT team by hiring, training, devaluating, and manage IT staff (FTE and Temps)consisting of desktop support, end-user application support engineers, system administration technician, developer and programmers, and IT project managers.

Supports and maintains the Citrix//Thin Client environment. Manage VMWare with VSphere 5.5. Troubleshoot and administer Linux-based production systems: Ubuntu, RHEL

Manage IT and data processing staff on day to day operations including, paperless processing of claims, bill review payment processing, call center, payment processing to claimants and all EDI interface.

Work closely with clients to define, diagnose and resolve IT-related problems, including all new/former client data integrations/extractions, as well as all customer reporting requirements. -Develop and maintain security controls required for SSAE16 compliance, SOX, HIPAA and internal documentation of system operating procedures.

Vendor Management- Systema, server room maintenance, mail vendor processing, Shortel/AT&T/Verison, etc. -Daily administration of Active Directory permissions, maintain security software such as Anti-Virus, Anti-Spam, and Anti-Spyware.

Responsible for continual improvement activities to enhance the quality of the system including input on hardware and software improvements.

Onyx Pharmaceuticals, South San Francisco, CA

Information Technology Dept.

Application Support Engineer: Oct 2013 – June 2014(Contract)

Daily function as systems administrator to support Onyx’s Finance systems such as OpenText’s LiveLink system, ReQlogic and Kwiktag application fot three environment;(Prod, QA and Dev.

Support Research and Development ChemBioDraw application.

Adhere to GxP Compliance and SOX compliance for Finance and Operation systems.

Application administrator for Compliancewire LMS training system and R&D’s ChemBioDraw in the Production environment.

Program in SAS to do statistical analysis on experiment drug studies.

Worked with ServiceEngine issue ticket system to track all system issues.

Upgraded OpenText LiveLink software from 9.71 to 10 and migrate application from Windows Server 2003 OS to Red Hat Linux OS.

Validate new SOP after system migration.

Write and document all change management request for upgrade, migration, or patch modification in Producation and QA environment.

Triage issue tickets for the Finance and Operation group, as well as being the Tier 2 support for Livelink application.

Create and modify user accounts for on-boarding and off-boarding in Active Directory.

Track and resolve all on-boarding and off-boarding users.

Kaiser Permanente, Oakland, CA

Workers’ Compensation Department

Assistant IT Manager Jan 2009 –April 2014

Senior LAN/PC Technical Analyst: August 2007 – Dec 2009

Senior Helpdesk Support Analyst: August 2001 – July 2007

LAN/PC Technical Analyst: June 1998 - August 2001

Daily manage 12 MS Windows 2003/2008 servers, as well as cluster of 6 UNIX servers and VMware Sphere 5.0. Well versed in Active Directory (2008). Write Powershell for automating Windows Server 2008.

Responsible for SOX documentation and SOX application (RiskMaster) as well as ensuring compliance with Kaiser’s HIPAA guideline. Point of contact for all SOX audit.

Preform daily Oracle DBA function like database upgrade, tuning, monitor, writing Oracle SQL scripts for system function.

Write Oracle SQL ad hoc queries for management report on volume and inventory for each group to forecast possible add/increase resource in a given area.

Supports and maintains Citrix//Thin Client environment.

Support EPIC software for medical professional users.

Create Group Policy within Kaiser’s Active Directory for local group.

Manipulate and analysis large Oracle data set (3 million records) to determine trends and reconstruct data set

Managed project of 1 million dollar and 2 years timeframe. The project involved moving the Workers’ Comp Depart SOX application (RiskMaster) to 3 National Data Center (NNDC, WCDC, and SSDC) and upgrade the Client-Server base application software to a Net base system.

Responsible for implementation, executing and performing computer upgrades for both hardware and software for 250 computers every 3 years.

Write detail instructions on how to operate an application.

Deep understanding of SOX mandate for Kaiser..

Proven leadership and consulting ability by taking the lead position when dealing with IT staff and internal partners, as well as working efficiently with multiple level of management on IT projects.

Manage 2-3 staff (consultant, data entry, data processor)

Install fiber optic between servers and Network Storage Device (NAS).

Write basic SAS adhoc reports for management to identify volume regression.

Write MS-SQL ad hoc queries against Oracle and SQL server database.

American Heart Association

1710 Gilbert Rd.

Burlingame, CA 94010

Technical Support Analyst: July 1996 – May 1998

Manage the Digital Equipment Corp (DEC) 2 VAX Mainframe systems.

Assume day to day computer system manager responsibilities.

Responsible for implementation and administration of company computer policies.

Managed all computer relate asset such as printers, scanners, fax-machine, and high volume copy machine.

Write Oracle SQL queries.

Troubleshoot computer and network problems.

Support 6 remote locations in California.

Train and support locate staffs on applications and computers.

Bio Rad Lab.

Clinical Diagnostics

4000 Alfred Nobel Drive

Hercules, CA 94547

System Manager DEC VAX Computers: June 1989-June 1993

Associate Research Chemist: June 1986-June 1989

Student intern: June 1984-June 1986 (part-time)

Under the direction of the Controller of Clinical Diagnostics Division.

Manage 3 Digital Equipment Corp (DEC) VAX Miniframe

Support and repair all printing (10) and input devices (5).

Develop FORTRAN program to run daily VAX routines.

Prepare Linear and logistic regression models from collected scientific data using RS4 statistical software.

Program PC to interface with HPLC, NMR and other separation instrument.

Analysis large dataset with statistical analysis software to report finding to National Institute of Health (NIH)

for 5K and 10K submission.

EDUCATION:

University of Southern California, B.S. Biomedical Engineer 1996

Oracle Certified Associate, OCA 11g DBA

SAS Certified Programmer for SAS 9

Microsoft Certified System Associate, MCSA 2012

Microsoft Certified System Engineer, MCSE 2012

TECHNICAL SKILLS

Programming Software: SAS, VBA, SQL, R, and Window PowerShell Script.

Reporting Software: Crystal Report 8.5/11, and MS-Access 2008, MS-SSRS

Database: Oracle 8i/10g/11g, SQLServer 2008/2012, MS Access-2003/2010

Hardware: HP Wintel servers, HP desktops, Dell Wintel Server, SAN.

OS: MS Windows 7 /8/10, MS Server 2008/2012, UNIX, Linux-based systems: Ubuntu, RHEL, Apple iOS

Application: Microsoft Office 2003/2010, MS Access 2007/2010, MS Active Directory 2008, Lotus Notes, Remedy, OpenText LiveLink, Rightfax, Vignette, Tableau, Ghost, ChemBioDraw, VSphere5.5,

RiskMaster, CuteFTP, WPS_FTP, FileNet, iFile, iNet, RAS, Single-Sign-On, MyCert, Attachmate Extra, SAT tool, MCafee antivirus, pcAnywhere, Webex, ComplianceWire LMS, ReQlogic, Kwiktag,

ACCOLADE:

Workers’ Compensation Departmental Award

for Software development and Implementation (2010)

Workers’ Compensation Departmental Award

Recognition of Excellence in Customer Service (2011)

Workers’ Compensation Departmental Award

Customer Service Award (2012)

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