Support Technical
Resume:
Richard Wong
Fords, NJ *****
************@*****.***
Objective: Transition from a front-line support role to second level system support specialist.
International Flavors & Fragrances, NJ Union Beach Feb 2012 – July 2016
Global Service Desk Analyst (bilingual - Spanish)
Provided T1 and T2 support via phone, remote, e-mail for a wide-ranging IT service catalog to a 6000+ international client base as a single point of contact based on ITIL standards.
Backfilled for desk-side support for NYC Headquarters in an executive environment.
Liaison with 2nd Level Support identifying trends and providing insight to problem management.
Expert mobility device support/administration iPhone/Android/Surface.
Organized, developed, and promoted knowledge base practices for global collaboration.
Project participation, providing PMO implementation insight and relating updates to IT support.
Testing of software packages verifying execution and functionality prior to distribution.
New hire training and coaching ensuring smooth onboarding transition of company practices.
Documented recurring incidents and communicated relevant fixes to global team members.
Account administration of user access via: Active Directory, Exchange, Citrix, MDM, Service Now, Office 365, Aternity, Solarwinds, Blackberry, RDP, Custom applications, NAS.
Projects:
End Point Encryption – Adoption of encryption technology as standard on existing and future company mobile workstations to prevent unauthorized data loss, encrypting 3000+ clients.
TeamViewer – Global rollout to update to new remote support technology, from PCAnywhere.
Interactive Intelligence – Interaction manager for global availability of regional SD analysts.
Windows 8.1 rollout – Tested new Surface Pro 3 hardware and Office 365 cloud productivity.
Windows 7 rollout – Global upgrade of OS from XP to Windows 7 as new standard.
Mobile device rollout – Transitioning from Blackberry to iPhones and Androids.
BGInfo Desktop Info – Desktop overlay utility upgrade to provide vital info on workstations.
Productivity software – Supported transition from Office XP to Office 2010 including Lotus notes and messenger to Outlook & Lync. Migrated user data and provided guidance on new features
International Flavors & Fragrances, NY Headquarters December 2011
Technical Support Specialist (Contract)
Desk side end-user/remote support to employees at all levels including the C-level executives.
Ticketed incident and service requests and performed resolutions in a midsized environment (450+).
Staged and delivered Imaged workstations, provided support with any escalated Incidents.
International Flavors & Fragrances, Hazlet, NJ November 2011
Data Migration Specialist (Contract)
Participated in OS refresh/Conversion (WinXp, Win7) project of a midsized branch (250+) which included documentation of software assets and configuration settings, performing data migration, applying image and reconfiguring user-specific software.
Incorporated Megatech Solutions, Inc. 2008 – 2011
Bilingual On-Site Support (Contract/Per-Diem)
Provide technical support service via desktop support/remote assistance both in English and Spanish in the NY, NJ area to wide variety of small businesses.
Performed on-site Support for Desktops & Systems relevant to users in various industries, including: Law firms, Dental offices, Mechanic shops, Towing company, Bakery, Bail bonds, Accounting Firms, Family Restaurants, DJ’s, etc…
Megasalud, Inc., Fords, NJ 2005 – 2007
Junior Programmer
Participated in converting the “sales windows application” into an intranet ASP.NET web application.
Assisted in the development of UI screens for the web application.
Gathered technical requirements and created use cases through UML methodologies.
Developed customer database and automated mail merges.
Produced printed advertising media.
Provided maintenance and regular updates to a workgroup of 15 PC workstations.
Education:
CompTia A+ 900 series 901 & 902 2017
University of Phoenix – Pursuing BA IT Security 2014 –Present
Oracle Certified Associate, Java SE 5/SE 6 (CX-310-019) 2009 – 2010
oDeveloping and Implementing Windows Based Apps
Microsoft Certified Application Developer.Net (C566-8768) 2005 – 2006
oDeveloping XML Web Services and Server Components
oDeveloping and Implementing Web Applications
oDesign and Implement MS Databases with SQL Server 2000 Enterprise
Middlesex County College an Electrical Engineering coursework. 2006 – 2009
The Chubb Institute, Technology Centre of NJ - .Net Development graduate 2003 – 2005
Computer Skills / Mastered Technologies:
Supported Client Operating Systems: Win 95 x32 through Win 10 x64
Server Operating Systems: Microsoft BackOffice SMB, Windows Server 2000/ 2008R2.
Expert support on productivity software: Office, Outlook, Visio, Project, SharePoint.
Monitoring tools: Solarwinds, Aternity.
Proficient in Java SE 5/SE 6, Relational DB Design, Active Directory Administration.
Familiar with Web Design concepts, .NET, C#.NET, Visual Basic.NET, T-SQL
Hardware:
Expert hardware expertise on Consumer, Enterprise, Mobile devices.
Computer Hardware Repair & Diagnostics – CPU Benchmarking, Memory Testing, Data Recovery, Data Migration, Storage solutions.
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